Chanchal Sethi
Manager
New Delhi,New Delhi
Summary
Dynamic Seller Performance Excellence Manager with a robust background in optimizing vendor relationships and driving operational effectiveness. Proven expertise in analyzing performance metrics, implementing quality standards, and spearheading strategic initiatives that enhance seller performance and compliance. A strategic thinker adept at leveraging data-driven insights to drive continuous improvement and mitigate risks. Effective communicator and relationship builder committed to fostering collaborative partnerships to achieve mutual success and operational excellence. Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
12
12
years of professional experience
Work History
Seller Performance Excellence Manager
Shiprocket Pvt. Ltd.
06.2023 - Current
- Performance Monitoring and Analysis: Monitor and analyze seller performance metrics such as sales volume, customer feedback ratings, and order defect rate (ODR).
- Identify trends and patterns in seller performance data to proactively address issues and opportunities for improvement.
- Seller Onboarding and Training: Oversee the onboarding process for new sellers, ensuring they understand marketplace policies, procedures, and performance expectations.
- Conduct training sessions to educate sellers on best practices for optimizing their performance on the platform.
- Provide ongoing support and guidance to sellers to help them meet performance targets and grow their businesses.
- Data Analysis and Reporting: Utilize data analytics tools and platforms to generate actionable insights and performance reports for senior management and stakeholders.
Prepare and present comprehensive performance reviews and recommendations based on data-driven analysis. - Risk Management and Issue Resolution: Identify and mitigate risks associated with seller performance, including fraudulent activities, product quality issues, or customer disputes.
Resolve escalated issues or complaints from customers or stakeholders related to seller performance in a timely and effective manner. - Continuous Improvement and Innovation: Stay abreast of industry trends, market dynamics, and competitive landscape to recommend innovative strategies and solutions for improving seller performance and marketplace competitiveness.
Lead or participate in projects or initiatives aimed at enhancing platform features, tools, or policies to support seller success and marketplace growth. - Data-Driven Decision Making: Utilize data analytics and insights to make informed decisions and recommendations for optimizing seller performance.
- Identify key performance indicators (KPIs) and metrics to measure success and track progress over time.
- Prepare and present performance reports and findings to senior management or stakeholders.
Kam Lead
Pickrr Technologies
07.2021 - 06.2023
- Develop and execute strategic plans to grow revenue within key accounts, focusing on long-term strategic goals and objectives.
- Lead a team of 5 account managers, providing mentorship, guidance, and coaching to ensure alignment with company strategies and client needs.
- Foster strong, trust-based relationships with key stakeholders at client organizations, including C-level executives, to understand their business challenges and goals.
- Drive regular business reviews with clients to assess performance, identify opportunities for growth, and address any concerns or issues promptly.
- Collaborate cross-functionally with sales, marketing, and product teams to develop customized solutions that meet client needs and drive mutual business success.
- Negotiate contracts and agreements with key clients, ensuring terms are favorable and aligned with company objectives while maintaining strong relationships.
- Monitor and analyze key performance indicators (KPIs) to track progress against sales targets, client satisfaction metrics, and other strategic goals.
- Implement effective customer retention strategies to minimize churn and maximize client satisfaction, resulting in a 10%-15% reduction in customer turnover.
- Utilize Sales Force systems to maintain accurate client records, track interactions, and forecast future sales opportunities.
- Stay abreast of industry trends, market developments, and competitor activities to identify potential opportunities or threats and adjust strategies accordingly.
Kam Lead
Delhivery Pvt. Ltd.
02.2019 - 06.2021
- Strategic Account Management: Develop and execute strategic plans to grow revenue and expand relationships within key client accounts.
Identify opportunities for upselling or cross-selling products and services to maximize account penetration and profitability.
Set clear objectives and targets for account growth and monitor progress against established goals.
- Client Relationship Management: Build and maintain strong, long-lasting relationships with key stakeholders at client organizations, including C-level executives and decision-makers.
- Team Leadership and Development: Lead and mentor a team of account managers or specialists, providing guidance, coaching, and support to help them achieve individual and team targets.
Foster a collaborative team environment focused on delivering exceptional customer service and driving client satisfaction.
Delegate tasks effectively and empower team members to take ownership of client relationships and initiatives.
- Sales and Revenue Growth: Drive sales growth within key accounts through strategic account planning, effective relationship management, and solution-based selling.
Negotiate contracts, pricing agreements, and service level agreements (SLAs) to ensure mutual profitability and long-term partnership.
Collaborate with the sales team to align strategies, share market insights, and coordinate efforts to maximize revenue opportunities.
- Strategic Planning and Forecasting: Analyze market trends, competitor activities, and client data to develop strategic account plans and sales forecasts.
- Customer Satisfaction and Retention: Ensure high levels of customer satisfaction by proactively addressing issues, resolving conflicts, and managing escalations effectively.
Implement customer retention strategies to minimize churn and increase client loyalty, resulting in long-term partnerships and repeat business.
- Cross-functional Collaboration: Collaborate with internal departments such as marketing, product management, operations, and finance to support client initiatives and deliver comprehensive solutions.
Communicate client needs, market trends, and competitive intelligence to relevant stakeholders to inform strategic decision-making and product development.
Coordinate cross-functional teams to execute on client projects, ensuring alignment with client expectations and business objectives.
- Performance Analysis and Reporting: Monitor key performance indicators (KPIs), sales metrics, and financial targets related to key accounts, providing regular performance updates and insights.
Prepare and present comprehensive account reviews and reports to senior management and stakeholders, highlighting achievements, challenges, and opportunities for growth.
Utilize CRM systems and sales analytics tools to track activities, manage pipeline, and forecast revenue accurately.
- Risk Management and Compliance: Identify and mitigate risks associated with key accounts, including contract negotiations, financial stability, and market dynamics.
Ensure compliance with company policies, industry regulations, and legal requirements in all client interactions and business dealings.
Proactively address potential issues or conflicts to maintain trust and transparency in client relationships.
Senior Key Account Manager
Pickrr Technologies
01.2018 - 01.2019
- Secured high-value accounts through consultative selling, effective customer solutions, and promoting compelling business opportunities.
- Improved account management by predicting potential competitive threats and outlining proactive solutions.
- Developed thorough understanding of key clients' needs and requirements to prepare customized solutions.
- Negotiated and maintained cost-effective contract pricing structures with vendors to produce positive return on investment.
Senior Key Account Manager
Shadowfax Technologies
01.2016 - 01.2018
- Sales and Revenue Growth: Drive sales growth within assigned key accounts through proactive account management, strategic planning, and effective negotiation.
- Identify opportunities for upselling or cross-selling products and services, collaborating with sales teams to maximize revenue opportunities.
- Customer Satisfaction and Retention: Ensure high levels of customer satisfaction by anticipating client needs, addressing concerns proactively, and delivering exceptional service.
Develop and implement customer retention strategies to minimize churn and foster long-term client relationships.
Gather client feedback and insights to continuously improve service delivery and exceed client expectations.
- Reporting and Analytics: Monitor key performance indicators (KPIs), sales metrics, and financial targets for assigned accounts, providing regular updates and actionable insights.
Prepare and present comprehensive account reviews, performance reports, and business proposals to senior management and stakeholders.
Utilize CRM systems and sales analytics tools to track activities, manage pipeline, and forecast revenue accurately.
Key Accounts Executive
Red Express Transport Services
01.2015 - 12.2016
- Customer Success and Retention: Serve as a trusted advisor to clients, proactively identifying opportunities to enhance their experience and drive value from products or services.
- Develop and implement customer success strategies to increase adoption, usage, and satisfaction among key accounts.
- Conduct regular check-ins and business reviews with clients to assess satisfaction levels, gather feedback, and uncover additional needs or growth opportunities.
- Manage incoming customer inquiries and requests through multiple channels (phone, email, chat, social media, etc.).
Provide accurate, valid, and complete information to customers while maintaining professionalism and empathy.
Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Issue Resolution: Troubleshoot and resolve product or service issues promptly, escalating complex cases to the appropriate department when necessary.
Document customer interactions and transactions accurately and comprehensively in the CRM system.
Coordinate with other departments to ensure timely resolution of customer issues while maintaining high customer satisfaction.
- Product and Service Knowledge: Develop a deep understanding of the company's products or services to effectively address customer inquiries and educate customers on product features and benefits.
Stay updated on product updates, promotions, and policies to provide accurate information to customers.
Key Account Manager
Gojavas Pvt. Ltd.
01.2013 - 12.2015
- Improved account management by predicting potential competitive threats and outlining proactive solutions.
- Client Relationship Management: Build and maintain strong, long-term relationships with key clients, serving as their primary point of contact within the organization.
Understand clients' business needs, goals, and challenges to provide customized solutions and ensure client satisfaction.
Conduct regular meetings and communication with clients to review account performance, discuss opportunities, and address any issues or concerns.
- Account Planning and Strategy Development: Develop and execute strategic account plans to achieve sales targets and business objectives aligned with client needs and company goals.
Identify and prioritize key accounts based on potential for growth, revenue generation, and strategic importance to the organization.
Collaborate with internal teams, including sales, marketing, operations, and product management, to align strategies and deliver integrated solutions to clients. - Customer Support and Issue Resolution: Act as a liaison between clients and internal teams to coordinate responses to client inquiries, requests, and escalations.
- Address client concerns or issues promptly and effectively, seeking resolutions that maintain client satisfaction and strengthen relationships.
- Collaborate with customer support teams to ensure timely and satisfactory resolution of client issues, maintaining high levels of service delivery.
Education
Graduation_B.Com -
Delhi University
North Delhi10.2015
12th - Multiple Subjects
Sarvodya Kanya Vidyalaya
New Delhi, India03.2011
10th - Multiple Subjects
Sarvodya Kanya Vidyala
New Delhi, India03.2009
Skills
- Strategic Account Management
- Relationship Building
- Negotiation Skills
- Cross-functional Collaboration
- Problem Solving
- Financial Acumen
- Communication Skills
- Project Management
- Performance Analysis
- Quality Management
- Customer Engagement
Languages
Hindi
Advanced (C1)
English
Advanced (C1)
Timeline
Seller Performance Excellence Manager
Shiprocket Pvt. Ltd.
06.2023 - Current
Kam Lead
Pickrr Technologies
07.2021 - 06.2023
Kam Lead
Delhivery Pvt. Ltd.
02.2019 - 06.2021
Senior Key Account Manager
Pickrr Technologies
01.2018 - 01.2019
Senior Key Account Manager
Shadowfax Technologies
01.2016 - 01.2018
Key Accounts Executive
Red Express Transport Services
01.2015 - 12.2016
Key Account Manager
Gojavas Pvt. Ltd.
01.2013 - 12.2015
Graduation_B.Com -
Delhi University
12th - Multiple Subjects
Sarvodya Kanya Vidyalaya
10th - Multiple Subjects
Sarvodya Kanya Vidyala
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