Manisha Verma
Customer Success Head
Gurugram
Summary
Results-driven Customer Success Team Lead with 7 years of experience in leading and motivating teams to deliver exceptional service and support to clients. Proven track record of driving customer satisfaction, retention, and expansion through strategic planning, relationship building, and continuous improvement initiatives. Skilled in collaborating with cross-functional teams to align customer success strategies with organizational objectives. Strong communicator and problem-solver with a passion for advocating for the voice of the customer. Seeking to leverage leadership and expertise to drive meaningful impact in a dynamic customer-centric environment.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
Work History
Group Head | Customer Success
Lyxel&Flamingo
01.2022 - Current
- Led and managed a high-performing team of customer success representatives, fostering a culture of excellence and accountability.
- Developed and executed strategic plans to drive customer satisfaction, retention, and expansion, in collaboration with cross-functional teams.
- Proactively engaged with clients to understand their needs, resolve issues, and identify opportunities for upselling and cross-selling.
- Advocated for the voice of the customer within the organization, driving initiatives to enhance the overall customer experience.
- Monitored and reported on key performance metrics, providing insights and recommendations to senior management for continuous improvement.
- Implemented training programs to enhance the skills and knowledge of team members, ensuring they deliver exceptional service and support.
- Managed escalations of complex customer issues, collaborating with internal stakeholders to ensure timely resolution and customer satisfaction.
- Evaluated and implemented customer success tools and technology platforms to streamline processes and enhance efficiency.
- Cultivated strong relationships with key customers, acting as a trusted advisor and strategic partner to help them achieve their business goals.
- Developed new proposals, contracts and procedures to draw in more clients and streamline work operations.
- Used coordination and planning skills to achieve results according to schedule.
- Exceeded goals through effective task prioritization and great work ethic.
Group Head | Project Management
Lyxel&Flamingo
11.2019 - 12.2021
- Coordinating with cross-discipline team members to make sure that all parties are on track with project requirements, deadlines, and schedules.
- Meeting with project team members to identify and resolve issues.
- Submitting project deliverables and ensuring that they adhere to quality standards.
- Preparing status reports by gathering, analyzing, and summarizing relevant information.
- Establishing effective project communication plans and ensuring their execution.
- Facilitating change requests to ensure that all parties are informed of the impacts on schedule and budget.
- Coordinating the development of user manuals, training materials, and other documents as needed to enable successful implementation and turnover of the process or system to the clients.
- Managed a team of 15+ professionals including project managers and UI/UX designers.
- Identifying and developing new opportunities with clients.
- Obtaining customer acceptance of project deliverables.
- Managing customer satisfaction within the project transition period.
- Conducting post-project evaluation and identifying successful and unsuccessful project elements.
- Managing monthly Billings of all the projects.
- Handling team of project managers to monitor smooth delivery of all the projects.
Project Manager
Lyxel&Flamingo
11.2018 - 11.2019
- Met project deadlines without sacrificing build quality or workplace safety.
- Provided fiduciary oversight to remain within budget constraints, recommending project adjustments where necessary.
- Developed and initiated projects, managed costs and monitored performance.
- Drove team success through shared vision and recognition of quality performance.
- Handling Key Accounts(National Geographic, Olympus, ColorbarCosmetics, DeltaFaucet, Tacobell, Napino, Kapoor
Watch, Furo, ColumbiaSports etc ) - Provide technical support for customers to support pre-sales and post-sales processes
- Handled 12+ Projects on daily basis.
- Address all technical queries on time
- Provide developers with customers’ feedback to help identify potential new features
or products - Analyze customers’ needs and suggest upgrades or additional features to meet their
requirements - Prioritize work for the projects - Resource allocation as per the work
- Cross selling to different clients
- Handling team with proper resource utilization.
Business Development Executive
Hodusoft Pvt Ltd
10.2017 - 10.2018
- Working as a BDE for Educational and Telecom products with Hodusoft Pvt.
Ltd.(Sibling company of Ecosmob) - Consistently exceeded quotas through penetration of new accounts
- Collaborated with peers in other company departments including marketing and sales
- Executed calling campaigns targeting direct end-user prospective accounts
- Managed the highest volume account in assigned territory
- Negotiated prices, terms of sales and service agreements
- Evaluated current service needs and product satisfaction levels with established customers
Software Developer
Hodusoft Pvt Ltd
04.2017 - 09.2017
- Updated old code bases to modern development standards, improving functionality.
- Collaborated with project managers to select ambitious, but realistic coding milestones on pre-release software project development.
- Worked on PHP(YII Framework), MySQL for EDU web portal at Hodusoft Pvt.
Ltd.(Sibling company of Ecosmob) - Worked on PHP, MySQL for EDU Tech support portal
- Worked on REST API for web portal, android and ios application of EDU
- Met with manager on a weekly basis to provide a detailed project report and milestone updates.
- Collaborated with other developers to identify and alleviate the number of bugs in the software.
Junior Software Developer
HoduSoft Pvt Ltd
06.2016 - 03.2017
- Worked on PHP(YII Framework), MySQL for EDU web portal at Hodusoft Pvt. Ltd.(Sibling company of Ecosmob)
- Worked on REST API for web portal, android and ios application of EDU
Engineering Intern
Ecosmob Technology Pvt Ltd
02.2016 - 06.2016
- Worked on PHP(YII Framework), MySQL for Bulk SMS system at Ecosmob Technologies Pvt. Ltd.
- Shadowed senior team members to learn all related jobs.
Education
Master of Computer Applications - Computer Science
Mohanlal Sukhadia University
Udaipur, Rajasthan 06.2013 - 05.2016
Bachelor of Computer Applications - Computer Science
Maharaja Ganga Singh University
Bikaner, Rajasthan 04.2010 - 05.2013
Skills
Project cost management
undefinedAdditional Information
I hereby declare that the information furnished above is correct to the best of my knowledge.
Manisha Verma
Timeline
Group Head | Customer Success
Lyxel&Flamingo
01.2022 - Current
Group Head | Project Management
Lyxel&Flamingo
11.2019 - 12.2021
Project Manager
Lyxel&Flamingo
11.2018 - 11.2019
Business Development Executive
Hodusoft Pvt Ltd
10.2017 - 10.2018
Software Developer
Hodusoft Pvt Ltd
04.2017 - 09.2017
Junior Software Developer
HoduSoft Pvt Ltd
06.2016 - 03.2017
Engineering Intern
Ecosmob Technology Pvt Ltd
02.2016 - 06.2016
Master of Computer Applications - Computer Science
Mohanlal Sukhadia University
06.2013 - 05.2016
Bachelor of Computer Applications - Computer Science
Maharaja Ganga Singh University
04.2010 - 05.2013
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