David Mahendran

• Supported senior PMs in managing the product lifecycle.
• Wrote clear product requirement documents (PRDs) and user stories for development teams.
• Collaborated with engineering to prioritize product backlog and feature development.
• Analyzed competitor products to inform strategic decision-making and planning.
• Prioritized features and bugs using data from customer feedback and internal metrics.
• Coordinated with UI/UX designers to improve usability, reducing bounce rate by 18%.
• Assisted in the go-to-market (GTM) strategy for new product releases and feature rollouts.

Responsibilities

• Ensured the support team is customer-centric and provided the utmost customer support experience.
• Stepping up and resolving an escalation of the customer that the team is unable to resolve.
• Monitoring performance and efficiency of the team based on metrics and customer feedback
• Measuring and reporting the efforts and successes of the customer support team on the weekly review meeting with the Top level management

Achievements

• Standardized the support process by creating tier level support like L1, L2 and L3
• Had the team to improvise their standards by incorporating themselves to valued adding training courses
• Assessed reports, monitored calls and analyzed chats to identify process improvement opportunities and helped them develop accordingly.

Responsibilities

• Have been delivering excellent post-sales support to clients through chats, emails and online screen sharing sessions.
• Been instrumental in helping customers not lose faith in Apptivo by setting up screen sharing sessions whenever needed and assisting them with their inconvenience
• Effectively coordinating between internal and external teams to try and bring out a resolution in quick turnaround time
• Never turning down customers who wants to have pre-sales sneak peek into Apptivo's functionality and briefing them on the betterment it can have on their business
• Continually encouraging the sales team to proactively reach out to promising prospects that drop by in chat thereby increasing revenue

Achievements

• Maintained up-to-date knowledge of product and service changes
• Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction
• Compiled customer feedback and recommended service delivery improvements to management
• Followed-through on all critical inter-departmental escalations to increase customer retention rates
• Increased efficiency and performance by monitoring team member productivity and providing feedback.

Responsibilities

• Pre-Sales Activities - cold calls, campaign emails and virtual demonstration of the product to prospective clients
• Liasoning with prospects as well as existing clients on customization or feature Implementation within the software
• Interfacing with the client team and multiple teams within our organization for effective communication between both parties
• Systematic Post sales followup demo's, emails, calls until on-boarding them to the platform

Achievements

• Promptly responded to inquiries and requests from prospective customers
• Used consultative sales approach to understand customer needs and recommend relevant offerings
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
• Improved sales abilities and product knowledge on a continuous basis to provide optimal service and achieve quotas.

Responsibilities

• Looked after the operation and managing services for the South Tamil Nadu involving 9 Districts
• Involved in selling our premier HR services to companies comprising mainly of Recruitment and HR Solutions
• Met high profile personnel in the Medium and Large Enterprises and showcased our services

Achievements

• Researched and identified opportunities for market penetration and expansion
• Facilitated and maintained relationships with multiple enterprises to increase service sales
• Duly fostered all Skill training programs to drive empowerment of students.