Harshal Bedi
Chandigarh
Summary
Proven Customer Success Manager with a track record of fostering client relations and enhancing customer retention. Skilled in strategic planning and cross-functional coordination, I've driven over 90% customer retention and excelled in CRM software utilization. My approach integrates stakeholder management with a focus on revenue growth and customer satisfaction.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Pazcare
Gurugram
01.2024 - Current
- Customer Onboarding: Customize onboarding plans and offer virtual and inperson sessions
- Product Activation & Adoption: Develop and execute activation strategies, measure adoption, and collaborate for success
- Meetings and Presentations: Host various business reviews with stakeholders
- Reporting and Analysis: Create ROI and Value reports for contract renewal and growth
- Customer Experience: Analyze C-Sat/NPS scores to enhance satisfaction
- Revenue Growth: Identify upsell and cross-sell opportunities
- Customer Retention: Monitor account health, minimize churn, and manage renewals
- Cross-Department Collaboration: Enhance outcomes through effective communication with various teams
- Research and Development: Analyze competitors and recommend data-driven business strategies
Customer Success
Nova Benefits
Bengaluru
01.2022 - 08.2023
- As an Operation Associate, managed escalations across a client base of 65+ clients and built valuable and trusted relationship
- Led new account implementation and onboarding, coordinating crossfunctional teams for seamless adoption of products and services
- Maintained high performance across the team and managed an overall account size of 6 crore INR with over 90% customer retention and an average NPS score of 8/10
- Conducted account reviews, analyzing data and metrics to drive improvements and customer success
- Worked on various cross functional projects with Product and Program team to provide more visibility to our clients and to track things better
Vendor
Ed Tech Sector
Chandigarh
05.2021 - 12.2021
- Hired and trained a team of freelancers to work on content creation projects, while making sure the quality parameters are being met and the targeted deadlines are met by strategising the work allocation to the freelancers
Subject Matter Expert
Ladder Media
Goa
12.2020 - 05.2021
- Maintained content volume targets and managed freelance educators accordingly
- Designed new Strategies, implemented them and maintained quality assurance protocols to ensure proper operations of the organisation & the clients
- Worked closely with HR team involved in recruitment, selection and training processes
Education
Bachelor of Technology - BTech - Civil Engineering
Thapar Institute of Engineering and Technology
Patiala01.2020
Skills
- Customer Retention
- Customer Account Management
- Client Relations
- Strategic Planning
- Cross-functional coordination
- Stakeholder Management
- CRM Software
- Negotiation
- Customer onboarding
Certification
Broker Qualified Professional
Timeline
Customer Success Manager
Pazcare
01.2024 - Current
Customer Success
Nova Benefits
01.2022 - 08.2023
Vendor
Ed Tech Sector
05.2021 - 12.2021
Subject Matter Expert
Ladder Media
12.2020 - 05.2021
Bachelor of Technology - BTech - Civil Engineering
Thapar Institute of Engineering and Technology
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