Dev Trivedi

As Client Success Manager at QubeHealth, led and liaised successful Onboarding and Management of high-profile clients, ensuring the seamless integration of Financial Tech into health and wellness solutions. Collaborated closely with internal teams across Marketing, Product, and Operations, as well as senior client stakeholders (CHROs, HRBPs, COOs, CEOs), to design and implement tailored strategies that effectively addressed client needs and consistently exceeded expectations.

Key Contributions:

• Client Onboarding & Relationship Building: Led end-to-end onboarding for clients like Tata Group, Flipkart, and Aditya Birla, fostering strong relationships with senior executives and ensuring long-term client satisfaction.
• Workplace Healthcare Services: Managed and grew the Workplace Healthcare Services segment, overseeing services such as FSSAI(Foods & Safety) compliance tests, pre-employment screenings, and annual health checks for clients like ITC Hotels, Courtyard Marriott, Tata Group, Smollan India and The Westin.
• Addendum Success: Closed addendum deals valued at over ₹3.7 Lakhs, contributing to business growth and demonstrating ability to drive revenue through client expansion.
• Client Retention & Issue Resolution: Proactively addressed client issues, ensuring timely resolutions and maintaining high satisfaction. Fostered long-term client loyalty through effective follow-up and collaboration with internal teams.
• SalesOps & Contract Management: Managed contracts and payments, liaising with the accounts team to ensure smooth transactions and timely execution of agreements.
• Strategic Growth & Industry Insight: Conducted regular account reviews, identifying opportunities for upselling and service expansion. Stayed up-to-date on industry trends and regulations, ensuring clients received innovative and compliant solutions.
• Campaign Strategy & Execution: Collaborated with Marketing and Customer Experience (CX) teams to plan and execute targeted marketing and call campaigns, aligning strategies with the client's status, expectations, and goals to drive engagement and results
• Onsite Engagement & Adoption Strategy: Traveled PAN India to client offices to organize and facilitate Onsite Town-halls, driving adoption rates among end-users. Planned and executed strategic meetings with client teams to align on goals and optimize product adoption.

As an Accomplished and Strategic Customer Success Manager, I specialize in overseeing diverse support channels (Chat, Call, Email), ensuring swift Turnaround Time (TAT) and delivering exceptional service. I am skilled in optimizing operational efficiency through SOPs, helpdesk articles, and Chat Macros to improve service quality and enhance team productivity.

Key Contributions:

• Strategic Support Management: Diligently oversaw support channels, ensuring expeditious response times, superior service, and implemented operational strategies to enhance workflow efficiency and boost customer satisfaction metrics.
• Process Enhancement and Policy Development: Spearheaded process improvement initiatives within the customer support team and formulated standardized procedures and escalation policies, optimizing operational efficacy.
• Metrics Analysis and Actionable Insights: Monitored key metrics and derived insights to refine operational strategies, implementing data-driven approaches for sustained improvement in service delivery.
• Client Engagement and Relationship Management: Conducted product demos for potential leads, maintained relationships with top-tier clients, and addressed concerns proactively to ensure continual client satisfaction.
• Bug Testing, Analysis, and Quality Reporting: Rigorously tested client-reported bugs, contributing significantly to issue resolution, and provided detailed analyses and fault points to the QA team to refine the customer experience.
• Financial Oversight and Fraud Mitigation: Meticulously oversaw user subscriptions and merchant payments, implementing fraud prevention measures and ensuring the security and integrity of financial transactions to safeguard organizational and user assets.
• Team Training and Progress Management: Pioneered team development strategies by designing comprehensive training programs and compiling daily progress reports, offering insights into team performance and identifying refinement opportunities.

Customer Service Expert with over 2.5 years of experience in handling customer inquiries and resolving customer complaints in a fast-paced environment. Adept in utilizing effective communication and problem-solving skills to ensure customer satisfaction and maintain a positive image for the company. Possess a proven track record of exceeding performance targets, building strong customer relationships, and driving customer loyalty.

Professional Experience:

• Responded to customer inquiries via phone, email, and chat, and resolved customer complaints in a timely manner.
• Utilized active listening skills to understand customer concerns and provided appropriate solutions.
• Collaborated with cross-functional teams to resolve complex customer issues.
• Maintained a positive image for the company by providing exceptional customer service and ensuring customer satisfaction.
• Achieved a 99% customer satisfaction rating through the implementation of effective customer service strategies.