Gunjan Gambhir
Gurgaon
Summary
*Accomplished Customer Success expert offering 12+ years of experience developing and maximizing Strategic account growth across multiple industries, with expertise in CPAAS, CXAAS, AI, GenAI, Speech, BOTs, Voice.
Proven prowess at client relationship and helping business simplify their customer engagement with unified cloud-based solutions.
* Great hands on experience at people skills, cross functional collaboration, partnership management.
*Friendly and approachable, understands the importance of creating genuine connections with her team members. Always uplifts others with her positive energy and contagious enthusiasm.
Overview
15
15
years of professional experience
Work History
Associate Director: Customer Success
GupShup
02.2022 - Current
- Two Years working in role.
- Led teams of up to 5 CSMs specialist, with revenue share of 150 M, supervising daily performance, account reviews, growth plan ( upsell/Xsell) and challenges.
- Targeting with Go-To-Market approach in product adoption from pre purchase ->post purchase journeys.
- Working closely with businesses to manage the expectations and drove Product penetration across multiple departments.
- Regular touchpoints and progress report meetings- MBRs/QBRs.
- Increased performance KPIs by implementing workflow process improvement methods. ( Salesforce adoption to drive internal customer workflow).
- Closely partnering with Technology/Product/Solution Team/CX Team/ Support to deliver Business Value
- Actively participated in industry conferences and networking events, increasing company visibility and creating valuable connections with customers and partners.
Senior Manager, Strategy
Knowlarity Communications
05.2018 - 01.2022
- Four Years working in role.
- Led the role as a Program manager, managing team of 14 across various functions of Customer Engagement, Solution Delivery, Service support. Hence, managing the entire Life cycle from Onboarding till retention.
- Experience in managing functional KPIs like, MRR, DSAT, CSAT, Delivery TAT, Support TAT, NPS and measuring the metrics, dashboards, and analytics.
- Hands on experience in Salesforce, from managing Xsell/upsell Opportunities, Delivery/Product pipelines and support pipelines.
- Running with the customer Governance meet ups, to understand and drive Customer KPIs, in liaison with Engineering/Product functional experts.
- Partnering with integration teams ( eg Clevertap, Zoho, Salesforce,MoEngage) in developing the custom requirements.
- Driving automation process, to optimize product solutions, reduce response times of various components like APIs, IVRs,variables configuration etc.
- Ran the marathon to gather case studies, testimonial write ups from valued customers.
Engagement Lead Manager
Knowlarity Communications
03.2015 - 04.2018
- Four Years working in role.
- Managed over 250+ accounts within India and MENA region- with the team size of 4.
- Focused on growing and developing existing accounts and take the CSAT. and the recommendations.
- Mentored junior team members, fostering professional development and growth within the organization.
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve goals.
- Utilized Salesforce CRM to manage accounts through the life cycle, prospecting, setting objectives, ensuring a mix of product.
- Individually manages the Big whales, like IndiaMART, TataPlay, and many more to drive customer expectations.
Delivery Manager
Knowlarity Communications
05.2013 - 02.2015
- Three Years in role handled SMEs and Enterprise accounts.
- Worked closely with clients to understand their solution requirements.
- Creating up the BRDs, get the sign off and develop the solutions & deliver and start the billing.
- Further, worked with the team lead, to align multiple processes and workflows in JIRA.
- Did Delivery pipeline analysis, based on aging, to filter out high valued accounts to start monthly billing.
Assistant Manager
Rohit Enterprises
04.2009 - 04.2013
- While pursuing MBA, worked as a consultant, helped in optimizing various Production processes and quality processes, Revenue Management strategies, working with R&D Team for New Developments, Inventory planning.
- Experienced client meet up with various OEMs.
- Participated and successfully demonstrated “Win-Win Relationship” through the Visionary Leaders
for manufacturing (VLFM) Program, Batch-II organized under the aegis of India-Japan Technical
Cooperation Agreement.
Education
Bachelor of Engineering, India - Computer Science, India
Maharishi Dayanand University, Rohtak
Gurgaon, India06.2008
Skills
- Key Relationship management
- Customer Portfolio management
- Project Management
- Program Management
- Solution Delivery Expert
- Product Management
- People management
- Team Collaboration and Leadership
- Work Planning and Prioritization
- Process Improvement
- Salesforce CRM software
- BI Tableau JIRA software
- Effective Presentations
Timeline
Associate Director: Customer Success
GupShup
02.2022 - Current
Senior Manager, Strategy
Knowlarity Communications
05.2018 - 01.2022
Engagement Lead Manager
Knowlarity Communications
03.2015 - 04.2018
Delivery Manager
Knowlarity Communications
05.2013 - 02.2015
Assistant Manager
Rohit Enterprises
04.2009 - 04.2013
Bachelor of Engineering, India - Computer Science, India
Maharishi Dayanand University, Rohtak
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