Jobin Bosco
Ghaziabad
Summary
Customer-focused professional with successful 8-year career SaaS industry working in Sales, Customer Success and Product Management. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
1
1
Certification
Work History
PRODUCT MANAGER
Aftershoot
12.2023 - Current
- Champion the onboarding process, initiating and leading kick-off meetings with new clients to establish detailed implementation strategies
- Address customer needs promptly, including training, bug fixes, or data adjustments, ensuring responsiveness ideally within 24 hours to align with Company's standards
- Increased product adoption by developing and implementing effective marketing strategies.
- Analyzed competitive landscapes to identify market opportunities, informing strategic business decisions.
- Innovate by suggesting new features and enhancements to improve the customer experience
- Create educational content, such as how-to videos, to empower users to fully leverage Company solutions
- Implement change management strategies to facilitate smooth client transitions and adoption
- Provide feedback to product development teams based on client interactions and usage trends to influence future product enhancements
- Identify opportunities for upselling and cross-selling within existing accounts, collaborating with sales teams to execute these opportunities
- Using various tools like Mixed Panel, Stripe, Post hog, Hubspot (CRM), Linear, Click up, etc for understanding product related data insights and customer pain points across the customer journey map.
- Coordinated design meetings and decisions with internal departments and teams.
- Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
- Prioritized roadmap in order to achieve product goals and metrics.
- Continuously monitored customer feedback channels after launch to gather insightful data for future iterations or updates.
Senior Manager - Customer Success
Extramarks Education
11.2021 - 11.2022
- Develop and maintain strong relationships with assigned accounts to ensure customer success, satisfaction, and retention
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Monitor and track key metrics for each account, proactively reach out to customers with low adoption, and work with them to increase usage of our product
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Work closely with customers to understand their business needs and goals, and provide solutions and support to ensure their success with our product
- Maintain a high level of customer satisfaction by promptly addressing any challenges or issues they may face and providing excellent customer service through emails and calls
- Optimized the customer journey by analyzing usage patterns and providing tailored recommendations based on unique needs.
- Assist client schools with the implementation of integrations with the EM platform to ensure a seamless experience and maximum value for our product through training session, hands-on experience session, user compatibility etc.
Business Analyst - Customer Experience
Barclays
01.2018 - 10.2021
- Manage and maintain a diverse range of Financial portfolios for Barclays clients in the UK, which include checking accounts, savings accounts, credit cards, loans, and overdrafts
- Ensure high levels of customer satisfaction by addressing and resolving client concerns and grievances promptly and effectively
- Collaborate with Premier and Wealth colleagues and Branch Specialists to proactively drive referrals and provide clients with comprehensive support and advice
- Enhance clients' understanding of new products and facilities that align with their financial goals and aspirations
- Demonstrate the Barclays values during interactions with clients and colleagues, enhancing the overall customer experience
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Collaborated with team members to improve overall customer experience and support quality.
- Financial Crime Prevention: Perform regular transaction surveillance to identify and investigate suspicious activities and mitigate risks associated with money laundering and fraud
- Maintain current knowledge of financial crime prevention protocols, including anti-money laundering (AML), sanctions, risk assessment, fraud and scam awareness, and Customer in Vulnerable Situations (CIVS).
Assistant Manager - Client Servicing & Business Development
Tagglabs Technologies
10.2016 - 01.2018
- Prospect for potential new clients and convert leads into profitable business opportunities
- Promoted company brand through exceptional service delivery and positive interactions with clients.
- Negotiated contracts with clients, securing favorable terms for both parties.
- Developed and maintained strong relationships with clients, leading to increased loyalty and retention.
- Conduct research to understand clients' business needs and build relationships with new clients
- Participate in pricing discussions to ensure that the solution or service is aligned with the client's budget and expectations
- Present new products and services to clients and enhance existing relationships
- Collaborate with technical team and other internal colleagues to develop and deliver customized solutions that meet client needs.
Senior Business Development Associate
Byjus
06.2015 - 10.2016
- Identify new sales leads and pitch products and/or services to potential trainees
- Maintain fruitful relationships with existing line of trainees & customers
- Research organizations and individuals online (especially on social media) to identify new leads and potential new markets
- Contact potential clients/trainees via email or phone to establish rapport and set up meetings
- Streamlined sales processes for better efficiency, resulting in a higher conversion rate of leads to clients.
- Contact clients to inform them about new developments in the company's products
- Mentored junior team members, fostering professional growth and strengthening the business development department''s capabilities.
- Boosted revenue by bringing in and cementing relationships with new clients and optimizing servicing of existing customer accounts.
- Led cross-functional teams to develop winning proposals for high-value contracts, securing new business opportunities.
Education
Master in Business; Master in Business Administration (B); Specialization in Marketing & Human Resource -
Birla Institute of Technology
05.2015
Bachelors in Business Bachelors in Business Administration (B) -
Birla Institute of Technology
04.2013
Skills
- Very good
- Excellent
- Product Strategy
- Product Roadmaps
- User Story Creation
- Timeline Management
- Strategic Planning
- Customer training
- Customer Empathy
- Decision-Making
Certification
- Design Thinking
- Customer Journey Mapping
- Be the manager people love
- First 90 days as a new manager
Languages
English
Timeline
PRODUCT MANAGER
Aftershoot
12.2023 - Current
Senior Manager - Customer Success
Extramarks Education
11.2021 - 11.2022
Business Analyst - Customer Experience
Barclays
01.2018 - 10.2021
Assistant Manager - Client Servicing & Business Development
Tagglabs Technologies
10.2016 - 01.2018
Senior Business Development Associate
Byjus
06.2015 - 10.2016
Master in Business; Master in Business Administration (B); Specialization in Marketing & Human Resource -
Birla Institute of Technology
Bachelors in Business Bachelors in Business Administration (B) -
Birla Institute of Technology
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