Summary
Overview
Work History
Education
Skills
Timeline
Generic
Mukul Jha

Mukul Jha

Hyderabad

Summary

Customer Journey and Sales professional with 13 years of experience in CX Process Design and account management. Expertise in building relationships and implementing strategies that drive client success across US, UK, and APAC regions. Proven track record in enhancing customer satisfaction and loyalty through effective CX strategies and cross-functional collaboration.

Overview

13
13
years of professional experience

Work History

Customer Journey Manager

Thomson Reuters
02.2024 - Current
  • Develop and implement customer journey maps to improve overall customer experience and satisfaction
  • Identify pain points in the customer journey and develop strategies to address them
  • Collaborate with cross-functional teams to ensure consistency and alignment of customer journey across all touchpoints
  • Collect and analyze customer data to inform customer journey decisions and strategies
  • Develop and implement customer segmentation strategies to improve targeting and personalization
  • Continuously monitor and optimize customer journey to improve overall performance and ROI
  • Stay up to date with industry trends and best practices related to customer experience and journey mapping
  • Communicate customer journey strategies and initiatives to key stakeholders and leadership teams

Customer Success Manager

Thomson Reuters
09.2022 - 01.2024
  • Led and guided a high-performing team of 10 Associate Customer Success Representatives dedicated to the Western US region, overseeing both new and existing customers on OLI software subscriptions
  • Managed a diverse portfolio, comprising $35M in revenue and servicing 1500 Small and Medium-sized Business (SMB) customers
  • KRAs include mix of team and individual target both for customer retention and business expansion
  • Tasked with growing the NRR to 104% while increasing multi-year contracts and keeping auto renewals below 30%
  • Proactively identify cross-sale and up-sale opportunities using Salesforce customer analytics reports, driving revenue growth
  • Delivering concise and insightful revenue projections and forecasts to key leadership stakeholders, providing strategic insights for informed decision-making
  • Formulating customer centric success plans to ensure positive ROI, while meticulously tracking and evaluating success plan metrics during quarterly check-ins
  • Tracking Customer health through Gainsight, working on CTAs and Implementing NBAs, Customer check-ins

Senior Manager Inside Sales

Xebia
07.2020 - 08.2022
  • Managing a team of 10 Inside Sales reps focusing North American region for new business opportunities
  • KRAs include mix of team and individual target both for number of meetings and new logos
  • Overseeing all operational aspects of the team and custodian of inside sales tools and platforms, also responsible for evaluating & adding any new tools
  • Taking Xebia's value proposition to the market including the group companies
  • Managing and monitoring day-to-day activities, keeping track of cold calling and email campaigns
  • Ensuring all the regions get adequate focus in terms of reach-outs
  • Working with the top leadership in making strategies to maximize the impact of our initiatives
  • Working with the COEs to plan campaigns on new solutions and frameworks

Assistant Manager Business Development

360Logica Software Testing Services/SAKSOFT
08.2018 - 07.2020
  • Making cold calls, running customized email campaigns to generate sales leads, acting on them, account mapping, marketing plan for the account to create a strong sales funnel
  • Identify, interact and qualify right C-level or V-level decision makers in the organizations
  • Building rapport, explore opportunities, understanding customer requirements and pain areas
  • Promoting software solutions and services for various domains like manufacturing, Insurance, AEC (Architectural-Engineering -Construction), Healthcare and software development and IT software companies

Assistant Manager Business Development

Icon Resources and Technologies
01.2018 - 08.2018
  • Identifying and meeting clients' needs in the US market, maintaining good after-sales relationships, keeping records of customer appointments and completed sales, and providing detailed information on technological solutions and services
  • Understanding of the IT services and finding out how to market them in specified geography and industry vertical
  • Responsible for providing guidance to the market research team on identifying the prospects
  • Constantly staying abreast of technology and industry trends in order to keep strategic plans current
  • Helping to integrate initiatives with internal partners in Marketing, IT, Creative, Sales and Operations
  • Having the necessary drive and enthusiasm required for a tough competitive industry
  • Growing the customers and partner relationships in territory by utilizing question based selling methods to ascertain customers' needs in order to craft relevant solutions encompassing app licensing and/or technology related services
  • Monitoring the situation of the market, ups and down, finding out the competitors, latest innovation of the products
  • Able to continuously meet targets and surpass expectations

Assistant Manager Business Development

InterraIT
01.2017 - 08.2017
  • Helping generate qualified meetings for ServiceNow practice such as Customization, Integration, Upgrades etc
  • In the US territory
  • Making cold calls, running customized email campaigns to generate sales leads, acting on them, account mapping, marketing plan for the account to create a strong sales funnel
  • Identify, interact and qualify right C-level or V-level decision makers in the organizations
  • Building rapport, explore opportunities, understanding customer requirements and pain areas
  • Extensive Market Research and in depth Account Intelligence for better business results and adjusting sales script to better target the needs and interests of specific domain, individual, technical platform
  • Sales Operations: Working in lock step with the Business Development team in US in managing customer and sales information, tracking competition and provide insights to management, providing inputs on sales metrics and support ad hoc requests
  • Reporting: Attending weekly sales meeting (teleconference) with senior management

Senior Executive- Business Development

PureSoftware Pvt. Ltd
05.2015 - 01.2017
  • Company Overview: PureSoftware is a software product and services company that focuses on driving a differentiated customer experience, accelerating cycle time and improving business outcomes through an integration of digital solutions, robotic process automation, artificial intelligence, machine learning and IoT
  • Making cold calls, running customized email campaigns to generate sales leads, acting on them, account mapping, marketing plan for the account to create a strong sales funnel
  • Identify, interact and qualify right C-level or V-level decision makers in the organizations
  • Building rapport, explore opportunities, understanding customer requirements and pain areas
  • Extensive Market Research and in depth Account Intelligence for better business results and adjusting sales script to better target the needs and interests of specific domain, individual, technical platform
  • Sales Operations: Working in lock step with the Business Development team in US in managing customer and sales information, tracking competition and provide insights to management, providing inputs on sales metrics and support ad hoc requests
  • Reporting: Attending weekly sales meeting (teleconference) with senior management including VP- Sales and CEO; presenting weekly report, keeping the numbers categorized into number of calls, new calls, call backs, actual connects, email, significant event meeting, appointments set, calls ending up with request for information or meeting
  • PureSoftware is a software product and services company that focuses on driving a differentiated customer experience, accelerating cycle time and improving business outcomes through an integration of digital solutions, robotic process automation, artificial intelligence, machine learning and IoT

Analyst-Business Development

Persistent Systems Ltd
12.2012 - 04.2015
  • Company Overview: Persistent Systems (BSE & NSE: PERSISTENT) builds software that drives our customers business, for enterprises and software product companies with software at the core of their digital transformation
  • Making cold calls, running customized email campaigns to generate sales leads, acting on them, account mapping, marketing plan for the account to create a strong sales funnel
  • Identify, interact and qualify right C-level or V-level decision makers in the organizations
  • Building rapport, explore opportunities, understanding customer requirements and pain areas
  • Extensive Market Research and in-depth Account Intelligence for better business results and adjusting sales script to better target the needs and interests of specific domain, individual, technical platform
  • Sales Operations: Working in lock step with the Business Development team in US in managing customer and sales information, tracking competition and provide insights to management, providing inputs on sales metrics and support ad hoc requests
  • Reporting: Attending weekly sales meeting (teleconference) with senior management including VP- Sales and CEO; presenting weekly report, keeping the numbers categorized into number of calls, new calls, call backs, actual connects, email, significant event meeting, appointments set, calls ending up with request for information or meeting
  • Persistent Systems (BSE & NSE: PERSISTENT) builds software that drives our customers business, for enterprises and software product companies with software at the core of their digital transformation

Education

B.Tech - Computer Science

IITT College of Engineering (PTU)
Punjab

Senior Secondary -

Jawahar Navodaya Vidyalaya
Darbhanga, India

Skills

  • Customer acquisition
  • Onboarding
  • Customer retention
  • Account management
  • Product adoption
  • Account renewal
  • Team leadership
  • Operations management
  • Strategic planning
  • Decision-making
  • Performance management
  • Customer service
  • Business development
  • Sales management

Timeline

Customer Journey Manager

Thomson Reuters
02.2024 - Current

Customer Success Manager

Thomson Reuters
09.2022 - 01.2024

Senior Manager Inside Sales

Xebia
07.2020 - 08.2022

Assistant Manager Business Development

360Logica Software Testing Services/SAKSOFT
08.2018 - 07.2020

Assistant Manager Business Development

Icon Resources and Technologies
01.2018 - 08.2018

Assistant Manager Business Development

InterraIT
01.2017 - 08.2017

Senior Executive- Business Development

PureSoftware Pvt. Ltd
05.2015 - 01.2017

Analyst-Business Development

Persistent Systems Ltd
12.2012 - 04.2015

B.Tech - Computer Science

IITT College of Engineering (PTU)

Senior Secondary -

Jawahar Navodaya Vidyalaya

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Mukul Jha