Experienced Customer Success professional bringing 12 years of quality performance in customer support and supervisory roles. Skilled in management of team members to deliver exceptional support and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
2
2
Languages
5
5
years of post-secondary education
12
12
years of professional experience
Work History
Sr. Manager Client Partner
Markets and Markets Research Pvt. Ltd.
Pune , Maharashtra
04.2019 - Current
Leading team to drive individuals in Europe and USA geographies.
Strategic account planning to deliver accurate forecasts for retention and churns.
Planning effective outreach with effective value proposition for backfill of lost accounts.
Responsible for annual account portfolio worth $1.2 Million.
Work with cross functional teams to ensure timely delivery.
Assessed all phases of customer lifecycle, including identifying and recommending opportunities for diversified stakeholders.
Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
Gained customer acceptance by demonstrating cost reductions and operations improvements.
Supported market research activities, including metrics and requirements development and risk management.
Reviewed all customer inquiries to understand project scope while managing internal delivery mechanisms.
Sr. Key Account Manager
Campus EAI
Gurgaon, Haryana
04.2018 - 12.2018
Responsible for renewals (93%) and add-on revenue (800K).
Associate Manager (A&T- Research & Consulting) at Markets and Markets Research Pvt. Ltd.Associate Manager (A&T- Research & Consulting) at Markets and Markets Research Pvt. Ltd.