Hubspot
Jaya Choudhary
Director Customer Success
Delhi NCR,HR
Summary
With 10+ years' of experience driving business growth, customer success and project delivery in B2B SaaS, I'm passionate about customer-centric strategies. I'm always happy to discuss and learn more about customer satisfaction, retention, and revenue growth!
Overview
17
17
years of professional experience
6
6
Certifications
2
2
Languages
Work History
Director of Customer Success
ZapScale
03.2022 - Current
- Built and scaled ZapScale with a strong focus on enabling customer success and achieving business outcomes.
- Drove business growth and expansion through strategic partnerships and customer-focused initiatives.
- Developed and implemented Customer Success strategies to foster long-term client relationships.
- Assisted the onboarded customers in structuring and integrating CRM, Feature request tool, and subscription tools with ZapScale.
- Enhanced customer satisfaction and experience while implementing effective retention strategies.
- Conducted churn prediction and prevention initiatives to optimize customer retention.
- Identified and maximized upsell and cross-sell opportunities to increase revenue.
- Focused on optimizing Net Revenue Retention (NRR) and improving Gross Revenue Retention (GRR).
- Collaborated cross-functionally and led teams to execute Customer Success objectives.
Professional Service manager
Coats Digital
01.2019 - 03.2022
- Managed Team Skill matrix of 20 professionals and their allocation for Projects
- Hence, ensuring a sustainable project delivery
- Responsible for Group expansion strategies, Product up-sell & increase in business growth
- Understand Client queries and work closely with Product Development team for valuable additions in the product
- Led Product enhancement cycles from Feature viability test to Feature development and final feature delivery at client locations, including integration of different technologies
- Responsible for internal product training and client onboarding
- Evaluate Monthly, Quarterly finance budget of Projects team
- Measure expenses and control
- Work with all regional Customer Success teams to plan and strategize case studies / documents and Client Progress reports to maintain constant touch points
- Deliver presales responsibilities for all the geographies delivering technical product presentations and implementation engagement plan
- Overlap with finance and sales team for contract renewal of existing clients
Head of Projects
ThreadSol
01.2013 - 01.2019
- Company Overview: ThreadSol retailed AI, Big Data and IoT based software solutions for apparel manufacturers and brands
- Joined ThreadSol team of 4, during Seed round of investment
- Initiated Projects in SL, India and Bangladesh
- Handled 88+ projects delivery and its customer Success in China, Pakistan, Cambodia, Vietnam, Indonesia & Philippines
- Reduced the delivery duration by 22% through process streamlining and standardization
- Increases team utilization by 10% by identifying and reducing non-productive work
- Develop and handle direct team of 35 (Customer Success, Delivery, Support)
- ThreadSol retailed AI, Big Data and IoT based software solutions for apparel manufacturers and brands
Content Writer
Green Chilies Web Solutions
01.2011 - 01.2012
- Handled Content for brand communication
- Content for client projects Marketing content for the organization
School Teacher
Angel High School
01.2009 - 01.2011
- Planned and structured class sessions
- Identify needs of individual and/or group and develop sessions accordingly
- Educational and behavioural assessment and Worked in accordance with school development plan
Counsellor
NIIT
01.2008 - 01.2009
- Handled Client Relations: Query Resolution & Administration with Course introduction to individual and/or group
- Achieved 60% student enrolment post counselling
Education
Certified Customer Success Manager (CCSM) Level 2 - CCSM
SuccessCOACHING
Online 11.2022 - 12.2022
Certified Customer Success Manager (CCSM) Level 1 - CCSM
SuccessCOACHING
Online 09.2022 - 10.2022
Master of Arts - English Literature
Vinoba Bhave University
Hazaribag, India 03.2008 - 03.2010
Adv Diploma in Software Engineering -
National Institute of Information Technology
Ranchi, India 06.2008 - 06.2010
Skills
Customer Success Strategy & Implementation
Client Advocacy
Problem-Solving Aptitude
Customer Onboarding
Customer Relationship Management (CRM)
Net Revenue Retention (NRR) Optimization
Gross Revenue Retention (GRR) Improvement
Upsell/Cross-sell Opportunities
Cross-functional Collaboration & Team Leadership
Organizational Growth & Leadership
Certification
Calculating the Value and ROI of Customer Service, 01/2020, LinkedIn
Software
Salesforce
Pipedrive
Zoho CRM
Jira
Zendesk
Freshdesk
Zohodesk
Stripe
Chargebee
Zoho Subscriptions
Zoho Books
Mixpanel
Pendo
Userguiding
UserPilot
Notion
Interests
Customer satisfaction and experience
Customer retention strategies
Churn prediction and prevention
Upsell and cross-sell opportunities
Collaborating with like-minded professionals to drive mutual growth
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Certified Customer Success Manager (CCSM) Level 2 - CCSM
SuccessCOACHING
11.2022 - 12.2022
Certified Customer Success Manager (CCSM) Level 1 - CCSM
SuccessCOACHING
09.2022 - 10.2022
Director of Customer Success
ZapScale
03.2022 - Current
Professional Service manager
Coats Digital
01.2019 - 03.2022
Head of Projects
ThreadSol
01.2013 - 01.2019
Content Writer
Green Chilies Web Solutions
01.2011 - 01.2012
School Teacher
Angel High School
01.2009 - 01.2011
Adv Diploma in Software Engineering -
National Institute of Information Technology
06.2008 - 06.2010
Master of Arts - English Literature
Vinoba Bhave University
03.2008 - 03.2010
Counsellor
NIIT
01.2008 - 01.2009