Chirag Saxena
Noida
Summary
Results-driven Customer Success Manager with 8 years of experience in managing customer relationships, driving product adoption, and ensuring high levels of customer satisfaction. Proven ability to enhance customer engagement, reduce churn, and increase customer lifetime value. Skilled in strategic planning, data analysis, and leading cross-functional teams to deliver exceptional customer experiences.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Project Manager
Avi Software
Noida
01.2024 - Current
- Built and established strong partnerships with teams, vendors and contractors.
- Led meetings with internal team members, consultants and contractors.
- Created project plans with established timelines, assigned to appropriate teams and managed workflow throughout construction.
- Forecasted, scheduled and monitored project timelines, personnel performance, and cost efficiency.
- Conducted periodic inspections of job sites for quality and progress.
- Prepared cost estimates for projects of varying sizes.
- Made changes to project scope and cost and implemented most effective change management processes to keep project up-to-date.
- Developed solutions to project risks and issues, meeting quality and timeline goals and objectives.
- Modified project plans when needed to better align with organizational objectives.
- Reviewed project risks and devised proactive strategies to avoid potential roadblocks.
- Created team objectives and roles with specific goals outlined for each individual.
- Focused on project monitoring and management by developing forecasts and tracking expenses.
- Drove continuous improvement of project delivery process by providing strong leadership.
- Participated in cross-functional teams responsible for developing innovative solutions for complex problems.
- Conducted regular status meetings with internal teams and external partners to track progress against established milestones.
- Facilitated resolution of conflicts between team members when necessary.
- Coordinated resources across multiple departments and teams as needed for successful completion of projects.
- Collaborated closely with senior management on long-term strategic planning initiatives related to projects in development or execution stages.
- Actively sought out feedback from stakeholders throughout the duration of a project in order to identify areas needing improvement or adjustment.
- Advised other departments on best practices related to managing large-scale projects.
- Created and implemented processes to ensure successful completion of projects.
- Implemented effective communication protocols between internal teams working on different aspects of a given project.
- Produced thorough, accurate and timely reports of project activities.
- Created project status presentations for delivery to customers or project personnel.
- Established strong relationships with key business partners.
- Developed project plans, managed budgets, and tracked progress.
- Adapted project approach based on changing requirements.
- Utilized project management software tools for efficient tracking.
Engagement Manager
Netcore Cloud
Noida
12.2021 - 12.2023
- Consulted with customers to gather and define requirements.
- Provided input into team practices and areas in need of improvement.
- Assisted with new products from concept through implementation.
- Worked with cross-functional team members to manage entire sales process.
- Helped finalize negotiations and close sales deals.
- Documented best practices for engagement management processes across the organization.
- Implemented change management practices to ensure smooth transition from old systems to new ones.
- Conducted research on industry trends and competitive analysis to inform strategic decisions.
- Identified opportunities for improvement in existing processes and proposed innovative solutions.
- Facilitated workshops to develop strategy roadmaps for various initiatives across departments or organizations.
- Maintained positive relationships with stakeholders through effective communication and collaboration.
- Provided guidance and support to junior team members throughout the lifecycle of projects.
- Created detailed documentation such as business cases, project plans, process flows.
- Managed multiple simultaneous engagements with clients in a variety of industries.
- Assessed customer feedback on performance metrics to identify areas of improvement.
- Established governance frameworks to ensure successful delivery of projects within budget constraints.
- Monitored progress against goals and milestones, communicated updates to the team and client stakeholders.
- Developed and executed engagement strategies to ensure timely completion of projects.
- Collaborated with cross-functional teams including product managers, developers, designers, marketers.
- Worked closely with customers to determine appropriate marketing offerings and strategies for business needs.
- Trained, mentored, and managed a team of marketing professionals.
Implementation Manager
Darwinbox
Gurugram
10.2020 - 12.2021
- Managed full project lifecycles beginning at inception and ending with customer-facing deployments.
- Prepared detailed project plans, incorporating activity definitions, task sequencing layouts, resource requirements, and timeframe estimates.
- Managed disaster recovery efforts by mitigating losses and liabilities and prioritizing timely operational resumption.
- Assisted users with setting up accounts and configuring settings on their devices for optimal system performance.
- Managed the implementation of new software systems, ensuring that all requirements were met and deadlines were adhered to.
- Created user documentation and support materials for new system implementations.
- Developed detailed reports outlining the scope, timeline, budget, resources required, and other relevant information pertaining to each implementation.
- Performed quality assurance testing prior to launching new implementations into production environments.
- Defined communication and monitoring policies and worked collaboratively to publish status reports and stakeholder updates.
- Provided ongoing support after an implementation is completed by responding promptly to customer inquiries or requests for assistance.
- Worked closely with customers throughout the entire implementation process to ensure satisfaction with results.
- Conducted training sessions for staff members on how to use newly implemented systems effectively.
- Address and resolve any client or internal stakeholder escalations during project execution.
- Collaborate with Sales and Pre-sales teams post deal closure to facilitate a smooth knowledge transfer regarding project scope, client processes, stakeholders, and expectations.
- Monitor and uphold the highest levels of integrity in internal and client processes and policies.
- Implement effective change management, aligning stakeholders internally and externally, particularly client leadership, including CXOs.
- Interpret business requirements, propose solutions aligning technical feasibility with product capabilities, identify gaps, and communicate detailed use-cases and specifications to the Product team for necessary enhancements.
- Conduct key user training and provide ongoing support throughout the project duration.
- Guide clients through the go-live/launch phase, collaborating with Marketing/Customer Experience teams to drive Darwinbox adoption.
- Evaluate the ROI of Darwinbox implementation, assessing project quality, speed, and customer satisfaction.
- Facilitate a seamless transition to the Customer Success team after successful project delivery.
- Ensure financial milestones are met, including timely billing of implementation before project launch.
- dentify and explore upsell opportunities across projects during the implementation process.
Customer Success Manager
ZingHR
New Delhi
05.2017 - 10.2020
- Drove customer escalations to resolution by engaging directly with clients.
- Demonstrated and explained product features and benefits to overcome customer objectives.
- Compiled customer feedback for cross-functional departments to improve product or service features.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Met with customers to discuss best practices and drive outcomes.
- Developed plans and strategies to grow business and achieve company portfolio goals.
- Coordinated training programs, enabling staff to support company objectives.
- Created reports outlining customer usage and retention metrics.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Worked closely with marketing team to create content that educates customers about our services.
- Established processes for measuring customer satisfaction rates across multiple channels.
- Managed full project lifecycles beginning at inception and ending with customer-facing deployments.
- Prepared detailed project plans, incorporating activity definitions, task sequencing layouts, resource requirements, and timeframe estimates.
- Assisted users with setting up accounts and configuring settings on their devices for optimal system performance.
- Identified potential risks associated with new implementations and developed strategies to mitigate them as needed.
- Managed the implementation of new software systems, ensuring that all requirements were met and deadlines were adhered to.
- Developed detailed reports outlining the scope, timeline, budget, resources required, and other relevant information pertaining to each implementation.
- Performed quality assurance testing prior to launching new implementations into production environments.
- Worked closely with customers throughout the entire implementation process to ensure satisfaction with results.
- Maintained comprehensive records of all activities related to system implementations.
Associate Team Lead Implementation and Support
Relyon Softech Ltd.
Noida
03.2015 - 04.2017
- Developed, implemented and maintained project schedules and budgets.
- Led cross-functional teams through all stages of project development.
- Installed operating systems and configured settings according to specified customer requirements.
- Deployed application updates as well as patches in accordance with established change control procedures.
- Facilitated problem solving sessions with teams when issues arose during project execution.
- Maintained a positive work environment by encouraging collaboration among team members.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Built strong relationships with clients for long-term success.
- Organized client meetings to provide project updates.
- 30+ implementations completed as an individual contributor.
Education
B.Tech. - Electrical And Electronics Engg.
Hindustan Institute of Technology
Greater Noida08-2010
Skills
- Systems implementation
- Root Cause Analysis
- Procedure Development
- Strategic Planning
- Project Planning
- Project Management
- Document Management
- Technical Support
- Risk Management
- Customer Account Management
- Client Relations
- Customer Relationship Building
- Customer Needs Assessment
- Customer Retention
- Training and mentoring
- Customer Relations
- Negotiation
- CRM Software
- Human Resources Management
- Team Leadership
- Lead Generation
- Time Management
- MS Office
- Project development
- Project tracking
- Customer Advocacy
- Customer training
Certification
- Prince2
- Agile Scrum Master
Tools and Technologies
- Project Management Tools - Zoho, Rocketlane and JIRA
- Software Implementation Platforms - Smartech, Workday, Darwinbox, ZingHR, Saral PayPack.
- Communication Tools - Google meet, MS Teams, Slack, Zoom, Flock.
- CRM Software - Salesforce
- Data Analysis Tools - Excel
Languages
Hindi
First Language
English
Proficient (C2)
C2
References
References available upon request.
Timeline
Project Manager
Avi Software
01.2024 - Current
Engagement Manager
Netcore Cloud
12.2021 - 12.2023
Implementation Manager
Darwinbox
10.2020 - 12.2021
Customer Success Manager
ZingHR
05.2017 - 10.2020
Associate Team Lead Implementation and Support
Relyon Softech Ltd.
03.2015 - 04.2017
B.Tech. - Electrical And Electronics Engg.
Hindustan Institute of Technology
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