Jobin Bosco

Managed and lead customer onboarding, product rollout and training to ensure seamless integration and effective use of our product. Became an expert in aligning products with business goals, advocating for customer needs internally, and collaborating with sales and marketing teams to refine product strategies. Good hand on experience on Mix Panel, Stripe, Post Hog, Linear, Click-Up etc. Maintained NRR of 95%+ managing over 15-18 studio accounts delivering NPS 85+ and a CSAT of 9.2/10. Have worked on reactivation, at risk of churn accounts, and accounts from new geographical location and high value client accounts.

Regularly conducted surveys to assess customer satisfaction and gather feedback on product and service experiences. Ensured client needs were consistently met through regular check-ins, offering guidance on maximizing the value of our offerings to enhance customer satisfaction and retention, while proactively building and maintaining strong client relationships. Also, my responsibilities included delivering presentations on product features, benefits, and value propositions at conferences and webinars to support client success.

Cultivated strong relationships with assigned school accounts, closely monitoring key metrics and proactively engaging with low-adoption users to maximize product usage. Served as the customer advocate at EE, collaborating with internal teams to deliver feature requests, suggestions and bug fixes to ensure client retention and increasing loyalty. Maintained a Retention rate (at risk) of 90%+ managing 12 accounts in a span of 6 months Successfully worked on and launched Customer Success initiatives – EM Students app, EM Digital Monitor, EM Connect 2.0, EM Reporting tool and Telemetry (internal tool).

Built strong customer relationships by exceeding expectations in handling questions, cancellations, and confirmations. Proactively identified opportunities to upsell the company's product suite, maximizing revenue and growth

Consistently achieved daily service targets, ensuring high team productivity and quality customer interactions. Documented daily issues and solutions within the call-center database to maintain a detailed record. Received Outstanding Performer from 2019-2021 with record NPS 75+ in over 300 surveys in Customer experience survey.

Fostered strong client relationships through exceptional after-sales service, ensuring a smooth onboarding experience. Maintained regular communication with clients via phone, email, or in-person to address concerns and overcome product adoption challenges

Growing client network by outstanding execution of tech and ensuring repeat business from clients we have already worked for. Successfully executed digital enabled experiences – Bullet shot installation, Magic mirror, Tweet café, Light painting, Photo booths, Video ops, etc.

Created detailed reports summarizing sales data which were used by executive management for decision making purposes. Participated in cross-functional team meetings to develop innovative approaches towards generating revenue. Negotiated contracts with new customers and maintained strong relationships with existing ones. Prepared presentations and proposals detailing the company's products or services in order to solicit new business. Performed regular follow-ups with customers post sale in order to assess satisfaction levels with our services and products. Over-achieved sales target of INR 5-7million and a return rate of less than 10%.