GRB RUPESH
Summary
Results-oriented customer/product success professional with experience in B2B SaaS environment. Ability to identify new business needs and create bespoke solutions to achieve set goals. Adept at maximizing revenue, customer satisfaction, retention, and upsell opportunities. Proven ability to excel in fast-paced, target-driven settings and drive productivity. Proficient in effectively communicating with clients and internal teams. Strong analytical skills for data-driven decision-making.
Overview
4
4
years of professional experience
Work History
Product Operations Specialist
Magicbricks Reality Services
2 2024 - Current
- Built Conducted Pre-Acceptance Testing (PAT) before product releases to ensure quality and readiness
- Facilitated smooth onboarding processes by training team members and Builders on CRM integration
- Resolved client issues by identifying problems and coordinating with the tech team for solutions
- Streamlined processes through effective cross-functional communication with sales, operations, tech, and product teams
- Developed review and rating parameters for buyers visiting properties via the app
- Established a buyer intent check mechanism by gathering and analyzing data from calls.
Customer Success Lead
Coffeemug.ai
04.2023 - 02.2024
- Built a team of 12 members from scratch and trained them, offering individualized support and guidance to ensure successful integration into the company
- Curated 1 lac+ prospect leads, segmented across various buckets for personalized pitch in outbound calling
- Successfully identified and pursued high-potential leads by trying different cohorts, resulting in a robust pipeline and increased conversion rates by 27%
- GTM strategy for Talent Mug (GPT-powered talent search platform of Coffee Mug)
- Proficient in delivering product demonstrations with a track record of over 250 presentations
- Experienced in crafting and enhancing effective demo pitches to showcase product features and benefits
- Streamlined action plans and implemented solutions, resulting in 25% of active members' growth by creating follow-up SOPs
- Decreased response time by 20% resulting in increased member satisfaction by streamlining the communication process
- Functioned as the first POC for clients to provide dedicated support, initial troubleshooting, and secure onboarding commitments.
Team Lead - Operations & Community Success
Coffeemug.ai
05.2022 - 03.2023
- Conducted periodic quality checks on team performance, resulting in a gradual decrease in error rate by an impressive 15%
- Involved in scaling the CoffeeMug community to 500K+ (2x Growth) within 6 months on the back of alternate acquisition channels such as Affiliates and email campaigns.
Sales Ops Associate
Delhi by Cycle
09.2020 - 05.2022
- Managing the pipeline for lead generation, new member signings
- Addressing clients' and guide's issues and escalating when needed
- Working closely with product management and the content team to ensure community forum tools are established and maintained.
Education
Bachelor of Computer Application - Computer
I.M.S Noida
12th - undefined
B.R.K.N..S College
Samastipur, BR10th PCM - undefined
Central Academy
Ranchi, JHSkills
Client Management
Product Demonstration
Client Onboarding & Training
JIRA
SQL
Lead Generation
Client Retention
Data Handling
Weekly/Monthly Reporting
Accomplishments
- Successfully devised and implemented a strategic approach, resulting in an elevation of company app ratings on the Play Store from 3.8 to 4.3 within 45 days.
- Led the UAT team for a recruitment SaaS tool, was instrumental in identifying a critical issue, and actively drove product refinements to ensure market alignment.
Timeline
Customer Success Lead
Coffeemug.ai
04.2023 - 02.2024
Team Lead - Operations & Community Success
Coffeemug.ai
05.2022 - 03.2023
Sales Ops Associate
Delhi by Cycle
09.2020 - 05.2022
Product Operations Specialist
Magicbricks Reality Services
2 2024 - Current
Bachelor of Computer Application - Computer
I.M.S Noida
12th - undefined
B.R.K.N..S College
10th PCM - undefined
Central Academy
Similar Profiles
Mohit KumarMohit Kumar
Software Engineer at MagicBricks Reality Services LtdSoftware Engineer at MagicBricks Reality Services Ltd
Gautam KumarGautam Kumar
MIS Analyst at Magicbricks Reality Service Ltd. (Times Group)MIS Analyst at Magicbricks Reality Service Ltd. (Times Group)
Suyash JadhavSuyash Jadhav
Zonal Business Manager at Magicbricks Realty Services LimitedZonal Business Manager at Magicbricks Realty Services Limited
Shubhika MehraShubhika Mehra
Product Operations Specialist at Infra.MarketProduct Operations Specialist at Infra.Market
Erica RobargeErica Robarge
Product Operations Specialist at Global Industrial CompanyProduct Operations Specialist at Global Industrial Company