Salesforce
Chandan Dass
Manager Operations
New Delhi
Summary
Experienced and proven personnel and equipment leader and manager with over 13+ years of competence seeking to leverage extensive experience in people management, operational management, service organization, skills management. Competent, innovative and highly skilled customer success manager recognized for combining strategic planning experience, technical knowledge and team leadership expertise to guide global organizations.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Fundraising Manager
Bada Business Pvt.LTD
New Delhi
06.2022 - 12.2022
- Established technical strategy for entire company, accounting for overall business goals, budgetary limitations and resource allocation
- Defined and integrated roles, responsibilities, and processes for business team and data management organization
- Worked with internal and external businesses and led cross-functional teams to develop intricate business plans
- Designed and deployed internal development dashboard to provide single touchpoint to access progress metrics
- Identify and cultivate new funding opportunities with institutional donors that are compatible with organization
- Develop donor outreach strategies collaboratively with country program and global partnerships teams, in line with the RTPs global priorities
- Stay up to date on latest trends in partnership development across non-profit and private sectors
- Utilized ground-up approach to integrating CRM resources to optimize resource and time allocation
- Supervised team duties related to decision support and business intelligence for business users
- Spearheaded deployment of websites, social media and mobile applications
- Created detailed customer database to improve consumer relations and streamline customer outreach initiatives
Senior Customer Success Manager
Adobe Systems
Noida
06.2021 - 03.2022
- Lead and participate in activities that drive product adoption of Adobe Sign and customer satisfaction
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
- Focus on improving the overall adoption, value story and outcomes for customers on the Enterprise product
- Coach, hire and mentor a stellar team by providing feedback, coaching and guidance according to individual’s strengths and areas of improvement
- Share a clear, compelling vision of our future and share the alignment between individual, team, organization, and company goals
- Drive towards the most important goals of our business and aligned to KPIs
- Identify playbooks to proactively address risks and opportunities with adoption and engagement
- Identify playbooks to proactively address risks and opportunities with adoption and engagement
- Collaborate on account reviews with Account Executives, Managing Directors and Customer Success Managers to identify opportunities to increase customer value
- Participate and lead key items on our weekly, monthly and quarterly business reviews with cross functional partners in the business to highlight risk, opportunities and progress around key initiatives on our Customer Success road-map
- Collaborate with VP, Customer Success, other leaders on the Customer Success team to mutually build, execute and refine the Customer Success road-map
Manager of Business Development and Sales
EVC Ventures
Gurgaon
01.2020 - 07.2020
- Work Geographical location- USA, Canada and UK
- Handling a team of 15 individuals which include Delivery, Support, Project coordination
- Responsible for taking Operations round – Interview as per the Process requirement
- Responsible for ensuring managing compliant delivery of customer success and Sales Partnership
- Formulated well-defined action plan to prioritize potential clients and achieve and exceed objectives.
- Management & Business On-Boarding
- Directly responsible for demonstrations, account management and generating revenue by acquiring channel partners and closing sales deals
- Partnering with Delivery Manager and project manager to ensure the project is completed on time and with quality
- People availability forecasting workload forecasting & planning, process standardization
- Liaised with external stakeholders to form strategic partnerships with prospective clients
- Quick Launch (SaaS) is a cloud-based (AWS), self-service Identity as a Service (IDaaS) application integration platform helping enterprises and Institutions build a secure connection between their applications and their device irrespective of their Integration protocol e.g
- LDAP Apps, Secure Web
- Authentication, CASI SAML/OAuth enabled Apps
- Building connect with institutions and enterprises looking to upgrade their Identity Governance and
- Access Management processes, using technology in the likes of Al and block-chain based Adaptive
- MFA, 550, Salesforce, Password Manager, Automated Provisioning & De- provisioning and all the bells and whistles associated with an IAM-suite Managing Sales Division.
Assistant Manager Operations
Accenture Services
Gurgaon
08.2016 - 01.2020
- Work Geographical location- USA and India
- Handled a team of 32 direct reporting members for Google Hardware and Playstore Customer Support (30 analyst and 2 Team Leads) & handling tickets related to Executive & social escalations, Device issues - Performance Issues, Order Management
- To build, support, sustain and motivate a high-performance team
- Staging realignment were done along with identifying agent opportunities in soft skills and call handling procedures which were resolved through rigorous trainings and feedback sessions
- Track & improve the KPIs of
- Service delivery, People engagement, Innovation
- Responsible for Performance management, People management SLA management Team
- Engagement, Resource planning, minimizing attrition & shrinkage and maintaining scorecard involving CSAT, AHT, Resolution Rate etc
- Monitored employee productivity and optimized procedures to reduce costs
- Adherence to weekly PKT, compliance audits, quality calibrations and preparation of weekly performance reviews with clients
- Emerging issues & App Issues – In App purchases / refunds, Content not delivered etc
- Plan and evaluate action-plans for weak resources, provide extra support and conduct periodic reviews to track improvement
- Retention, Backup, and succession planning across the teams
- Organize Recruitment, Training and development of staff
- Ensure optimum performance of the team on quality & productivity metrics
- Plan and develop the policies and procedures to maintain the quality of the project
- Organizing and Required in making decisions on any matters relating to process excellence with optimum utilization of resources & driving client satisfaction
- Responsible for all HR-related issues affecting team leaders/ members including conducting appraisals, confirmations, promotions, Resource planning, performance management & terminations and directing them to the right path to follow.
Sr. Trainer
Iyogi Technical Services
Gurgaon
04.2009 - 01.2016
- Work Geographical location-USA, Canada, UK & India
- Conducting TTT’s for Process, Sales, Up Skilling, and soft skills, behavioral training sessions to Lead,
- IN-Team Trainers and Floor Supervisors
- Co- monitor and evaluate the effectiveness of all sales training programs
- Evaluated sales team performance to ensure incorporation of taught techniques
- Determined training needs by shadowing sales representatives; listening to calls; conferring with sales managers
- Developed individual results by maintaining policy and procedure resources; providing coaching; conducting training sessions; developing outcome improvement resources
- Reported on training program effectiveness
- Oversaw training material and suggested improvements
- Improved training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions
- Setting up Pilot Training Programs for Different LOB’s at Vendor Locations
- Plan, prepare and carry out training programs and techniques to associates and Vendors across India
- Conducting Training Need Identification and Training Need Analysis for New OR Existing Teams for
- Different LOB’s, Sites and Vendor Sites
- Analyze the results of training programs and workshops by implementing tracking mechanisms.
Technical Executive
Talk Talk, Serco India
Gurgaon
04.2007 - 04.2009
- Work Geographical location- UK
- Handled calls for UK Based broadband (Talk Talk) customers providing them technical support
- Troubleshooting internet connectivity issues and logging landline faults to BT Open Reach
- Prepared all the product technical features, advantages and benefits for the customer in presentation form as per the Management needs and even presenting to various customers as directed by the management
Education
BA -
Manav Bharti University
05.2009 - 05.2012
Intermediate - undefined
Skills
People Management
Client Management
Performance Mangement
Customer Success
Saas
Sales Management
Operation Management
Employee Engagement
Learning & Development
Teamwork and Collaboration
Performance monitoring
Development Framework Generation
Business Goal Management
Customer Service
Service Level Management
Accomplishments
- Collaborated with team of 18 in the development of ISCKON Temple fundraising project at Bada Business
- Received Best Ratings as Iyogi
- Recognized with Excellence Award by Serco
- Received Best rating in the Annual appraisal by Iyogi Technical Services
Software
GainSight
Sales Navigator
Sharepoint
JIRA
Certification
Cooperate sales Trainer
Interests
Adventure Sports
Travelling
Learning Technology
Timeline
Fundraising Manager
Bada Business Pvt.LTD
06.2022 - 12.2022
Senior Customer Success Manager
Adobe Systems
06.2021 - 03.2022
Manager of Business Development and Sales
EVC Ventures
01.2020 - 07.2020
Assistant Manager Operations
Accenture Services
08.2016 - 01.2020
Cooperate sales Trainer
06-2010
BA -
Manav Bharti University
05.2009 - 05.2012
Sr. Trainer
Iyogi Technical Services
04.2009 - 01.2016
Technical Executive
Talk Talk, Serco India
04.2007 - 04.2009