Mayur Shrivastava

1. Managed client on-boarding processes, ensuring that their expectations and goals were fully met.
2. Developed new customer training sessions, conducted webinars and workshops for new clients.
3. Worked with colleagues on the development, implementation, and maintenance of customer-first culture; maintained the business for over 50 existing accounts across the Maastricht area.
4. Organized meetups and various events; supported clients and using their own knowledge and expertise resolved any problematic issues.
5. Led process improvement and problem-solving efforts to create standard procedures and escalation policies for the customer support team.
6. Created a customer support strategy to increase customer retention.
7. Exceeded team's annual goal of keeping client response rates above agreed SLAs (95%).
8. Coordinated with the Sales and Product Departments in providing report analysis of trends in customer behavior and user experience every three months.
9. Responsible for utilizing a sales-through-service approach in retaining customers wishing to cancel services

1. Guide the customer through a basic orientation of the product via a virtual meeting and serve as a trainer in all customer onboarding sessions.
2. Work with Value+ Services partners and other internal departments to facilitate customer and product success.
3. Ensure that all customer or internal inquiries are responded on a timely manner.
4. Responsible for up-selling and/or cross-selling of premium and/or multi-year service plans.
5. Responsible for utilizing a sales-through-service approach in retaining customers wishing to cancel services
6. Comfortable working with a team and individually to deliver results.