Jyotsna Shukla
Ghaziabad
Summary
Professional in customer success with robust experience in driving client satisfaction and retention. Skilled in relationship building, problem-solving, and delivering tailored solutions. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability, effective communication, and strategic thinking.
Overview
13
13
years of professional experience
Work History
Customer Success Manager
Oracle
12.2021 - Current
- Performed analysis on large datasets of accounts and personas (1500 accounts and 10k contacts), consisting of both, install base and whitespace
- Responsible to manage annual ATR quota of $2 Million
- Drove subscription renewals and achieved 96% contract renewals (install base), 40% upsell on assigned ATR- resulting in increased AOV
- Reached out to SMB & MM install base to ensure regular engagements
- Update forecasts and communicate status as needed to Java Sales management
- Built relationships and negotiated with existing customers, being 'go-to' account manager for customers and partners
- Demonstrated ability to personally plan for achievement of performance goals and exceed quota for assigned territory each quarter
Territory Account Manager
Adobe
04.2018 - 12.2021
- Responsible for partnering with enterprises across North America to create amazing experiences by helping them leverage and optimize Adobe solutions and products (Digital Media)
- Key player in acquiring new logos, maintaining customer retention, generating revenue, creating business intelligence, account management strategies, managing RFP's/RFI's responses for Digital Media line of businesses
- Average YoY quota achievement @150% with annual quota @1.2 million
- Generating and maintaining a progressive pipeline with a 60% conversion ratio
- Demonstrated success with large complex commercial and legal negotiations while working with procurement, legal, and business teams
- Collaborating directly with CIO's, CTO's, CISO's and other stakeholders by reinforcing the value of the technology to the customer's overall business pain and needs
- Strategically managing revenue generation endeavors, including sales forecast, quarterly business reviews and marketing plan
Account Manager
EXL Services
12.2017 - 04.2018
- Targeted decision makers of fortune and non-fortune organizations to build a client base for YRCW North America
- Handled end to end sales process; worked on identifying potential clients, product presentations/demos, proposals, pricing calculations, negotiations, license agreements as well as product implementation
- Responsible for sales enablement
- Demonstrated an unwavering commitment to customer service, adding new customers while maintaining premium service level with existing clients
Customer Support Executive
American Express
12.2016 - 07.2017
- Handled inbound customer queries and solutions team at American Express
- Managed technical issues and customer retention
- Managed over 70 calls per day and Maintained AHT below 2 minutes, CSAT and Upselling targets
- Provided card members resolution to their queries for NA region
- Assisting card members for additional card request, Value generation for company
- Up selling add-on offers to card members like APR, LOC, and new cards
- Provided excellent customer service by efficiently resolving issues and responding to inquiries
- Employed comprehensive benchmarks to establish and monitor customer service standards
Sr. Business Development Executive
Saicerebral Solutions India PVT
01.2013 - 01.2015
- B2B Appointment Setting (SAL) and Lead Generation (MQL)
- Established audience from platforms like LinkedIn and Zoom Info
- Reaching out decision makers across North America and Canada through emails and cold calling for scheduling time with them for Web/In person Meetings
- Worked on B-A-N-T Level leads | Generating Top Funnel B2B Sales Leads
- Exceeding quotas through penetration of new leads
Sr. Travel Consultant (Sales and Servicing)
Yatra.com
10.2011 - 12.2012
- Coordinated travel arrangements for individuals, families, and groups
- Ticketing via North America & Canada Region and catering across globe
- Provided excellent customer service through phone calls, emails, or in-person appointments
- Organized client itineraries with attention to detail and accuracy
- Promoted sales of additional services such as travel insurance or excursion packages
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings
Education
Bachelor of Commerce - Business Studies
Pariyar University
03.2011
Senior Secondary School - Commerce And Maths
Ney Way School
03.2007
High School Diploma -
Mahanagar Girls Inter College
03.2005
Skills
- Key Account Management
- Revenue Maximization
- Adoption and Retention
- Consulting
- Value Selling
- Contract Negotiations
- Team Building and Management
- Strategy Planning and Closing Strategies
- Establishing Strategic Business Relationships
- Customer account management
- Customer relationship building
- Customer retention
Accomplishments
- Achieved one of the highest pipeline progression and closure rates in the Java EMEA Team for MM and SMB named accounts
- Awarded for retaining Oracle Giants like Inventix, Ambu A/S, Arm Limited, Valmet Oyj and Molnlycke Health Care
- Awarded for achieving 125% of the quarterly target
- Highest territory coverage and one of the best AE-pipe distribution ratio
- Onboarded over 300 Java Customers Successfully
- Awarded with Adobe's Annual Sales Achievement Award for continuous 3 years.
Timeline
Customer Success Manager
Oracle
12.2021 - Current
Territory Account Manager
Adobe
04.2018 - 12.2021
Account Manager
EXL Services
12.2017 - 04.2018
Customer Support Executive
American Express
12.2016 - 07.2017
Sr. Business Development Executive
Saicerebral Solutions India PVT
01.2013 - 01.2015
Sr. Travel Consultant (Sales and Servicing)
Yatra.com
10.2011 - 12.2012
Senior Secondary School - Commerce And Maths
Ney Way School
High School Diploma -
Mahanagar Girls Inter College
Bachelor of Commerce - Business Studies
Pariyar University
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