Summary
Overview
Work History
Education
Skills
Timeline
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Lisma Jena

Bengaluru

Summary

Customer Strategic Solutions Consultant with 6 years of experience specializing in driving exceptional customer experiences through digital transformation. Leveraging expertise in Agile methodologies, Scrum Mastery, and automation frameworks to optimize processes and deliver high-impact solutions. Eager to contribute to Adobe's Cloud Acceleration team, translating customer needs into innovative digital strategies.

Overview

6
6
years of professional experience

Work History

Senior Consultant

Sprinklr
12.2021 - Current
  • Drive end - end Solution Consulting and manage strategic business partnerships with some of the largest Global Strategic Customers (EMEA region) - covering 11 million USD book of business
  • Managing Sprinklr offerings on a few of Spinklr’s largest brands. Agile practitioner.
  • Playing role of a Scrum Master - Facilitates all Scrum ceremonies (backlog grooming, planning meetings, daily stand-ups, retrospectives, and demos)
  • Setup Social media channel expansion strategies, driving exponential growth in Social Care volumes and Content planning automation
  • Presented business leaders with cost-benefit and return-on-investment estimations to drive project planning and execution.
  • Define and implement frameworks to automate content planning/publishing workflows, automate Customer engagement workflows, and AI-based social listening workflows.
  • Drive Cost Reduction transformation by conducting stakeholder interviews, to formulate product road map to enhance product features to suit customer’s business requirements.
  • Act as a liaison between multiple internal teams to ensure successful completion of client deliverables.
  • Evaluated clients' needs and created plan of action to provide solutions.
  • Determined areas for improvement and implemented processes to alleviate problems.
  • Train and empower users to work smarter, educating them on platform functionality, new features, and best practices
  • Establish consultative and trusted relationships with clients.
  • Work with customers to define and achieve business outcomes through utilization of Sprinklr platform

Senior Customer Success Engineer

MindTickle
12.2020 - 12.2021
  • Led and managed 10+ enterprise client implementations with MindTickle, ensuring seamless onboarding and adoption, resulting in a 95% customer satisfaction rate
  • Advised 15+ clients strategically on leveraging the MindTickle platform, leading to a 25% increase in user engagement
  • Awarded the 'Rising Dabster' and 'Manager Spot' Awards within 6 months for implementing MindTickle Knowledge Base in FreshDesk, resulting in a remarkable 30% reduction in turnaround time for Customer Success Teams.

Cloud Engineer

Citrix
08.2018 - 11.2020
  • Handled Citrix enterprise and priority account configuration requests for Citrix Cloud, Virtual Apps and Desktops, Provisioning, and Workspace Environment Management
  • Provided support to customers with troubleshooting, data analysis, and root cause analysis
  • Performed internal testing on new features of the product and provided feedback to the respective teams
  • Worked with customers on advisory cases for technical consultation regarding Citrix deployments
  • Recognized by the Director as one of the top contributors to Citrix Knowledge base
  • Created over 35 internal and public-facing articles
  • Awarded the Spot Bonus Award 4 times, consecutively 3 times in a row for being one of the top performers.

Education

Emerging Leaders Programme -

Indian School of Business
Hyderabad, IN
12.2023

Bachelor's in Technology, Computer Science -

IIIT Bhubaneswar
Odisha, IN
05.2018

Skills

  • Product Consulting
  • Customer Service Management
  • Customer Retention Strategy
  • Solution Selling
  • Social Media Analytics
  • Presentation Skills
  • Request for Proposal
  • Agile Project Management
  • Digital Analytics and Social Listening
  • Cloud Computing
  • Networking & Windows
  • Programming (C, SQL, HTML, CSS)
  • Tools (Jira, Confluence, Salesforce, Postman, AWS S3, MS Office, Google Office)

Timeline

Senior Consultant

Sprinklr
12.2021 - Current

Senior Customer Success Engineer

MindTickle
12.2020 - 12.2021

Cloud Engineer

Citrix
08.2018 - 11.2020

Emerging Leaders Programme -

Indian School of Business

Bachelor's in Technology, Computer Science -

IIIT Bhubaneswar

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Lisma Jena