Proven leader in customer success, adept at strategic planning and client relations, significantly enhancing customer retention for CedCommerce. Excelled in inter-department collaboration and client service optimization, mentoring teams to surpass targets. Skilled in customer account management, leveraging both analytical and interpersonal skills to drive company growth and client satisfaction. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Hi, I’m
Dhruv Jasrotia
New Delhi
Summary
Overview
8
years of professional experience
Work History
CedCommerce
Customer Success Manager
10.2023 - Current
Job overview
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Created customer support strategies to increase customer retention.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
ISS Infotech Pvt. Ltd.
Customer Success and Service Delivery Manager
09.2021 - 10.2023
Job overview
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Researched and corrected customer concerns to promote company loyalty.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
Hippo Innovations Pvt Ltd
Account Executive
06.2019 - 09.2021
Job overview
- Strengthened customer relationships with proactive and collaborative approach to managing needs.
- Trained clients on product features and updates to secure buy-in.
- Researched competitive landscape and emerging technologies to position brand in global marketplace.
- Applied needs-based analysis to assess current satisfaction and importance of various product features to customers.
- Conducted integrated sales presentations to illustrate value of product or service and tailor call-to-action.
- Prepared additional quotes for current clients to upsell products and services.
- Stayed up-to-date on emerging industry and product standards and trends to revitalize accounts.
Allied Engineering Works Pvt Ltd
Field Application Engineer
12.2016 - 06.2019
Job overview
- Resolved product design, acquisition and launch concerns to achieve customer's targeted business goals.
- Partnered with development team on product development and application support plans.
- Worked with customers for needs analysis and to determine vendor costs.
- Supported software integration and implemented maintenance enhancements.
- Maintained effective customer relationships and identified future business opportunities to support and strengthen corporation mission.
- Generated target accounts sales objectives, opportunities and projection reports to prioritize work.
Education
Gurgaon Institute of Technology & ManagementGurgaon, India
B.Tech. from Mechanical Engineering
05.2015
University Overview
Skills
- Strategic Planning
- Client Relations
- Customer Account Management
- Customer Retention
- Training and mentoring
- Client service optimization
- Inter-department collaboration
Languages
Hindi
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Customer Success Manager
CedCommerce
10.2023 - Current
Customer Success and Service Delivery Manager
ISS Infotech Pvt. Ltd.
09.2021 - 10.2023
Account Executive
Hippo Innovations Pvt Ltd
06.2019 - 09.2021
Field Application Engineer
Allied Engineering Works Pvt Ltd
12.2016 - 06.2019
Gurgaon Institute of Technology & Management
B.Tech. from Mechanical Engineering
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