Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Certification
Specialties: Sales
Specialties: Account Management
Timeline
Hi, I’m

Jagpreet Kaur

Senior Customer Sucess Manager
Jagpreet Kaur

Summary

15 years of exceptional experience in Account Management, Digital transformation, 3D Modelling Solutions in international markets (EMEA, US). Proven track record of consistently achieving top line targets and managing client relationships exceedingly well and driving vertical or geo-led GTM strategies. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

20
years of professional experience
5
years of post-secondary education
3
Certifications

Work History

ADOBE INC

Customer Success Manager
05.2018 - Current

Job overview


  • Working as a Acting Manager to 7 CSAM’s in handling Creative Cloud product solution and cloud services
  • Responsible for handling escalation, mentoring, Weekly commits, lead disposition, productivity and Quarterly ARR of the team
  • Responsible for Weekly, Monthly, quarterly reports, Leads disposition and productivity reports
  • Responsible for the team SFDC hygiene
  • Work with senior stakeholders to enforce the sales strategy for continuous improvement
  • Closely working with Sales Ops Team to minimize the revenue differentiation (Actual Vs Claimed Revenue)
  • Owing the team target of 600k approx
  • Every quarter, with a track record of 110% or above attainment with a self-target of approx
  • 120K
  • Attaining a revenue goal and identifying new opportunities (Cross sell/Upsell) on MQL leads
  • Continuously working on improvement in selling structure of the team by helping them with Product solution sales pitch and email templates
  • Guiding clients throughout the process of Adobe Creative Cloud Subscription, while delivering an excellent customer experience to effectively execute renewal plans
  • Working in partnership with multiple LOBs, to provide professional support and help in optimizing renewal revenue
  • Responsible for creating Opportunity IDs, budgetary quotes
  • End to end strategic planning with top line and margin accountability
  • Building relationships and negotiating with existing customers, being the “go-to” account manager for customers and partners
  • Ensuring the accuracy and timely submission of Licenses within assigned territory
  • Taking an account management approach to identify co-termination and reinstatement opportunities
  • Demonstrating the ability to personally plan for the achievement of performance goals and exceed quota for the assigned territory
  • Maintaining accurate forecasts and activities for assigned regions in the CRM
  • Handling escalations, providing appropriate solutions and alternatives within the time limits, and following up to ensure resolution.

CYFUTURE PVT LTD

Key Account Manager
12.2017 - 04.2018

Job overview


  • Responsible for Managing software sales to existing and new clients to identify further sales opportunities within these clients ensuring recurring business for CyFuture portfolio of solutions within Hospitality & Travel clients
  • Identified and implements innovative business development and sales strategies to increase company profitability by fully leveraging product/service offerings of Company’s horizontal and vertical markets
  • Responsible for complete understanding of competitor’s solutions by acquiring and updating knowledge of employer's and competitors' products and market conditions
  • Responsible for managing international Account teams for several product lines for BPO across APAC, EMEA and US regions
  • Used corporate tools to manage the pipeline, metrics, and forecasts and drive business intelligence
  • Tracked Market changes and suggesting ways to direct managers and means to at front in through healthy competition
  • Responsibility includes setting vision, direction, and culture for the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets
  • Business continuity with existing clients/vendors
  • Interdepartmental coordination, legal, R&D, supply chain etc
  • Developed sales goals and strategies and ensures alignment with the brand business strategy
  • Regular interaction with the CXO’s from the Industry for generating leads
  • Build brand and Corporate Relations by participating in the business development efforts
  • Provided customer intelligence in evaluating the market and economic trends that may lead to changes in sales strategy to meet or exceed customer expectations
  • Established marketing contacts with corporations and other third-party purchasers of IT services
  • Conduct presentations to these organizations of the services of the company
  • Organize direct negotiations and contacts for services with these organizations.

EXPEDITION TECHNOLOGIES PVT LTD

Co-Founder
07.2012 - 11.2017

Job overview

  • Creating and closing new business opportunities for the company
  • Work closely with delivery functions in ensuring successful execution of projects
  • Developed relationships with potential clients through presentations, business networking, telephone calls, personal emails, personal mailings, business forums, and/or other business or social Networking
  • Identified and close specific sales opportunities within target companies
  • Recommended which opportunities the business should pursue using criteria such as highest probability of winning, profit potential, etc
  • Ability to demonstrate innovation and good judgment/problem solving skills when making decisions
  • A specific goal while using appropriate resources
  • Ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills including the ability to act as a role model within the organization
  • Accountable for end-to-end service delivery, strategy & collaboration for corporate accounts associated with Expedition Technologies
  • Process Implementation across various user groups in terms of corporate Fleet management, intra state Fleet Management and direct user interaction search engine optimization
  • Responsibility includes strategizing business formulation, to bring in revenues across from various verticals
  • Managing workflow, handles escalations, proactively engage resources to address issues and effectively delegate workload across the team
  • Driving the entire sales process of different verticals of travel (Corporate Tie-ups, Self Drive for B2B and B2C, wedding and event fleet management, FITs) regarding development and customer reviews, issues handling, negotiations and deal closure
  • Coordination with all stakeholder groups for successful implementation of domestic expansion strategies
  • Responsibility includes working closely for the digital marketing campaigns like PPC, SEM, SEO, Social media websites and other marketing campaigns like highly paid Just Dial Services, Third party travel companies, Hello Travel etc.

OMNIGLOBE, LPO
GURGAON

Assistant Manager
02.2009 - 04.2012

Job overview


  • Leading a team of 20 lawyers
  • Handled various sub processes in legal documentation naming Divorce, Living wills, Last Wills and Testaments, Trust, power of Attorney, Company Filing, Backend and special filing
  • Daily tracking of the processors daily control functional checklist
  • Setting of Quality Circles for ensuring quality execution of works
  • Daily tracking of sales and absenteeism
  • Handling conference calls with prospective clients, explaining the process of outsourcing and answering client queries, and helping in initiating a client vendor relationship by getting a pilot assignment
  • Coordinating fortnightly conference calls with existing clients and addressing issues if any, and also proposing growth plans to increase amount of work flow
  • Reviewing team and individual performance
  • Monitored customer case resolution, orders evaluation
  • Did various reviews on the service front on a daily basis
  • MIS generation and review on a daily basis
  • Identifying the problems and help the team in resolving the issues
  • Maintaining Client-Customer Relationship
  • Monitoring the Service Delivery by coordinating with various team leads
  • Member of core team responsible for the expansion of the company.

GREEN AND SPIEGEL
TORONTO

TEAM LEADER- Operations/Quality
08.2008 - 01.2009

Job overview


  • Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans
  • Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives
  • Conduct group training sessions on financial products and services
  • Coordinate the interviewing, hiring and training of customer service representatives
  • Monitor interaction between staff and the processors to ensure quality assurance standards
  • Review call center statistics to measure staff performance and the need for improvement
  • Provided quality customer service with a high-volume central processing and distribution center
  • Represented third-party national catalog companies and home shopping networks
  • Collected customer demographics and payments on orders placed
  • Accurately and efficiently input data utilizing the exception alpha-numeric keyboarding skills
  • Kept apprised of products, services, promotions and warranties
  • Expedited and facilitated the escalation of the orders processed.

IBM DAKSH, GURGAON HARYANA

Team Leader Quality
12.2003 - 12.2006

Job overview


  • Handled the team of 10 Quality Analyst
  • Audited the call monitored by Quality Analyst to keep track of the work accuracy
  • Created weekly and monthly performance reports on regular basis
  • Conducted meeting with AM’s Operations and Quality Analyst for the call calibration with the clients
  • Plan, organize, direct, control and evaluate the operations of Quality Department
  • Co-ordinate, assign and review the work of Quality Analysts engaged in the following duties: conducting surveys and interviews; collecting and compiling statistics; providing information and customer service
  • Establish work schedules and procedures and co-ordinate activities with other work units or departments
  • Resolve work-related problems, monitor services provided by Quality Analysts and agents, and prepare and submit progress and other reports
  • Train Analyst in job duties and company policies
  • Accolades:
  • Top performer FY 20-21
  • Most Influential Women FY 19-20
  • Winner Team Player A FY 19-20
  • Highest individual revenue target achieved across BD function in FY 17-18 & 18-19
  • Highest individual revenue target achieved across BD function in FY 20-21

Education

University of Toronto
Toronto, ON, Canada

Master of Business Administration from HR
01.2007 - 06.2007

Manipal University
Sikkim

Bachelor in IT from IT
01.1999 - 04.2003

IGNOU

Certificating from Computing

Skills

Staff mentoring & leadership

undefined

Accomplishments

  • Leading a team of 7 CSAMs.
  • ARR surged 250%+ YOY
  • 65% Global client acquisition for an emerging vertical during Pandemic.
  • Achieved Team and Individual 120% Revenue QOQ
  • Team A Player 2.0, 3.0 and 5.0 Winner
  • Collaborated with team of 8 in the development of 3D Product solution (Adobe Substance) Structure.
  • Resolved Internal reporting issue.
  • Successfully launched new product services for US Customers.


Affiliations

Top performer FY 20-21

Most Influential Women FY 19-20

Winner A Player 2.0 FY 19-20

Winner A Player 3.0 FY 21-22

Winner A Player 4.0 FY 22-23

Highest individual revenue target achieved across BD function in FY 17-18 & 18-19

Highest individual revenue target achieved across BD function in FY 20-21

Certification

Certified Disruptive Strategy, Harvard Business School

Specialties: Sales

Global Sales Strategy, Revenue Growth, International Market Expansion, Customer Acquisition, Key Account Management, Sales Leadership, Sales Performance Optimization, Go-to-Market Strategy, Sales Forecasting and Analysis, Cross-functional Collaboration, Sales Team Management ,Customer Relationship Management (CRM),Sales Funnel Management, Sales Process Improvement, Sales Training and Development, Competitive Analysis, Sales Target Achievement, Contract Negotiation, Sales Presentations, Value Proposition Development, Solution Selling, Sales Metrics and KPIs, Market Research and Analysis, Territory Management, Channel Sales Management, Partner Relationship Management, Sales Performance Tracking, Revenue Forecasting, Sales Operations Management, Customer Success Management, Strategic Sales Planning, Market Penetration, Revenue Optimization, Partnership Development, Team Building and Leadership, Sales Pipeline Management, Client Relationship Management, Sales Enablement, Solution-oriented Selling, Customer Needs Analysis, Pricing Strategies, Sales Forecasting and Budgeting, Sales Performance Analytics, Negotiation and Closing, Contract Management, Sales Territory Expansion, Sales Funnel Conversion, Data-driven Sales Strategies, Customer Retention and Upselling, Competitive Differentiation, Sales Campaign Management, Sales Training and Coaching, CRM Implementation and Utilization, Customer Experience Enhancement, Sales Reporting and Dashboards, Sales Team Motivation and Incentives, Market Trends and Industry Analysis, Forecasting and Demand Planning, Sales Process Standardization and Improvement,

Specialties: Account Management

Global Account Management, Strategic Account Planning, Customer Relationship
Management(CRM), Client Retention and Expansion, Revenue Growth and Upselling, Cross-selling Opportunities, Contract Negotiation and Renewals, Key Account Development, Customer Success and Satisfaction, Customer Needs Analysis, Stakeholder Management, Client Onboarding and Adoption, Account Portfolio Management, Cross-functional Collaboration, International Market Expansion, Customer Engagement Strategies, Account Retention Strategies, Relationship Building and Networking, Sales Forecasting and Pipeline Management, Customer Advocacy and References, Account Health Monitoring, Customer Data Analysis and Insights, Contract Management and Compliance, Sales Performance Metrics and KPIs, Revenue Forecasting and Reporting, Team Leadership and Management, Sales Operations and Process Improvement, Customer Feedback and Voice of the Customer, Sales Training and Enablement, International, Strategic Account Growth, Client Relationship Building, Account Expansion and Upselling, Customer Retention Strategies, Customer Satisfaction and NPS, Key Stakeholder Engagement, Contract Negotiation and Management, Revenue Optimization, Sales Forecasting and Planning, Cross-functional Collaboration, Account Performance Metrics and KPIs, Sales Pipeline Management, Customer Success Alignment, Account Health Monitoring and Analysis, Customer Needs Assessment, Value Proposition Development, Competitive Analysis and Differentiation, Account-based Marketing (ABM),Customer Insights and Data-driven Decision Making, International Market Penetration, Executive-level Relationship Management, Solution Selling and Consultative Approach, Sales Team Leadership and Coaching, Sales Process Optimization, Customer Onboarding and Adoption, Customer Journey Mapping, Customer Relationship Management (CRM) Systems, Territory Management and Planning,  Sales Operations and Sales Enablement, International Business Strategy and Execution

Timeline

Certified Green Belt, CISCO

07-2021

Certified Strategic Negotiation, Oxford University

06-2020

Certified Disruptive Strategy, Harvard Business School

08-2019

Customer Success Manager

ADOBE INC
05.2018 - Current

Key Account Manager

CYFUTURE PVT LTD
12.2017 - 04.2018

Co-Founder

EXPEDITION TECHNOLOGIES PVT LTD
07.2012 - 11.2017

Assistant Manager

OMNIGLOBE, LPO
02.2009 - 04.2012

TEAM LEADER- Operations/Quality

GREEN AND SPIEGEL
08.2008 - 01.2009

University of Toronto

Master of Business Administration from HR
01.2007 - 06.2007

Team Leader Quality

IBM DAKSH, GURGAON HARYANA
12.2003 - 12.2006

Manipal University

Bachelor in IT from IT
01.1999 - 04.2003

IGNOU

Certificating from Computing
04.1999
Jagpreet KaurSenior Customer Sucess Manager