Summary
Overview
Work History
Education
Skills
Certification
Software
Interests
Work Availability
Languages
Timeline
BusinessAnalyst
Jaya Choudhary

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

Certification

Calculating the Value and ROI of Customer Service, 01/2020, LinkedIn

Software

Hubspot

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
Jaya ChoudharyDirector Customer Success