Jasmine Kaur
Summary
Results-oriented Onboarding and Customer Success Leader with over 9 years of experience in enterprise onboarding, implementation, and service delivery. Specializes in building high-performing teams and managing stakeholder relationships while driving process automation and enhancing customer retention through effective delivery strategies.
Overview
9
9
years of professional experience
Work History
Chief Manager
Meritto
Gurugram
06.2025 - Current
- Lead end-to-end onboarding and implementation for EMEA and APAC regions ensuring successful go-live within defined timelines and service standards.
- Oversee the MIO product line, driving implementation strategy, stakeholder alignment, product adoption, and cross-functional collaboration to support business growth.
- Drive customer satisfaction and retention by improving NPS (40+) and maintaining CSAT (4.5+) through feedback analysis, customer health checks, and proactive escalation management.
- Manage stakeholder communication, executive reporting, and client escalations, ensuring seamless coordination across onboarding and change management processes.
- Lead team performance through structured training, capability development, succession planning, and regular career development discussions for direct reports.
- Drive continuous process improvement and automation initiatives to reduce manual effort, optimize Time-to-Go-Live (T2GL), and improve delivery scalability.
- Partner with Product, Operations, and Commercial teams on SLA governance, client success strategy, and business planning for enterprise accounts.
- Represent the organization at international industry events, strengthening stakeholder relationships, enhancing brand visibility, and contributing to new business development and strategic partnerships.
Senior Manager
Birdeye
04.2025 - 06.2025
- Led implementation delivery for Mid-Market and Enterprise customers, ensuring successful onboarding and go-live completion within defined turnaround times (TAT).
- Managed a team of 20 Implementation Specialists across Australia and United States regions, ensuring pipeline health, delivery efficiency, and alignment with organizational targets.
- Identified process improvement opportunities and implemented performance management frameworks and resource optimization tools, driving a 25% improvement in operational efficiency and resource utilization.
- Spearheaded integrations between CRMs, chatbots, websites, and telephony platforms to enable seamless system centralization and streamlined customer workflows across multiple industries and global regions.
Senior Manager
Meritto Formerly NoPaperForms
05.2022 - 03.2025
- Led end-to-end project management and pre-sales engagements for clients across verticals ensuring delivery within defined SLAs and TATs.
- Managed cross-functional teams comprising Implementation Specialists, Developers, and Product Owners to drive seamless client onboarding, implementation, and ongoing service delivery for key accounts.
- Developed comprehensive project documentation, delivery timelines, and communication plans to ensure structured execution, transparent stakeholder updates, and efficient reporting.
- Identified project risks proactively, implemented mitigation strategies, monitored critical paths, and ensured successful milestone achievement within scope and timelines.
- Secured project sign-offs and gathered customer feedback post-delivery, leveraging insights to optimize processes and improve customer satisfaction (CSAT) and Net Promoter Score (NPS).
- Hands-on experience in integrating and managing enterprise solutions including CRMs, APIs, Webhooks, ERPs, LMS platforms, Google & Facebook campaigns, SEO, business listings, web forms, WhatsApp Business API, and telephony systems.
Manager - Operations
Better.com
02.2020 - 04.2022
- Led team of 20+ employees in managing day-to-day operations, conducting monthly and quarterly dashboard analysis, and performing performance reviews to ensure alignment with organizational goals.
- Directed mortgage-related projects, overseeing documentation, compliance checks, and vendor coordination to maintain regulatory standards and project timelines.
- Managed offshoring of key processes by establishing change management protocols and knowledge transition timelines to facilitate smooth operations and minimize disruptions.
- Hands-on experience in Lease review and approval, manufactured homes, veteran loans, residential and investment property analysis, trust agreement, property taxes estimation, Appraisal reports, Closing Disclosures etc.
- Reviewed title full search documents, open mortgages, estate papers, portfolio analysis.
Senior Analyst - Lending Operations
Natwest Group
08.2017 - 01.2020
- Collaborated with senior management to define analytics strategies, aligning with organisational goals.
- Resolved customer complaints by streamlining processes, enhancing customer satisfaction and operational efficiency.
- Collaborated with project teams to implement and test systems, ensuring compliance with requirements for error detection and quality assurance.
- Participated in project testing phases, defined acceptance criteria, and prepared progress reports to track project milestones.
- Prepared secured loan documentation and managed the release of collateral from land registry records.
Education
Bachelor of Arts - English
University of Delhi
01-2017
Commerce with Mathematics -
GHPS Punjabi Bagh
01-2014
Skills
- Project management
- Implementation strategy
- Process improvement
- Data analysis
- Performance optimization
- Stakeholder communication
- Customer relationship management
- Cross-functional collaboration
- Team leadership
- Strategic planning
- Conflict resolution
- Problem solving
- Time management
- Effective communication
Awards
- Founders Award - Customer First
- The Best Manager Award
- The Best Team Lead Award
- Aces All Day Award
- Living Our Values Award
Timeline
Chief Manager
Meritto
06.2025 - Current
Senior Manager
Birdeye
04.2025 - 06.2025
Senior Manager
Meritto Formerly NoPaperForms
05.2022 - 03.2025
Manager - Operations
Better.com
02.2020 - 04.2022
Senior Analyst - Lending Operations
Natwest Group
08.2017 - 01.2020
Bachelor of Arts - English
University of Delhi
Commerce with Mathematics -
GHPS Punjabi Bagh