Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Timeline
SIx Sigma Black Belt Certified
SIx Sigma Black Belt Certified
Generic
Namita Sharma

Namita Sharma

Head Of Customer Success
Gurugram,Haryana

Summary

13+ Years of experience in leading various operations for Customer Success in various industries.
Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. I have an

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Proven track record in setting up customer success department from the scratch and defining various SOPs and processes to help business attain the growth.

Overview

13
13
years of professional experience
2
2
years of post-secondary education
1
1
Certificate

Work History

Head of Customer Success

PlanetSpark
Gurugram, Haryana
03.2022 - Current
  • Built and managed the customer success team as well operations at PlanetSpark.
  • Responsible for performance of all metrics such as CSAT, NPS, Onboarding, Retention, Social Media Reviews, Escalations Management.
  • Managed and created helpdesk and special Queues by providing 24/7 Chat support to our customers.
  • Worked with customers to understand needs and business process improvements, created SOP for these situations in cooperation with product/sales teams.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Led projects and analyzed data to identify opportunities for improvement.
  • Resolved problems, improved operations and provided exceptional customer experience.
  • Worked to maintain outstanding NPS record.
  • Facilitated client satisfaction and renewed customer relations to drive growth and retention.


Associate Director-Global

Credforce India
07.2019 - Current
  • Responsible for global account management for three LOB's
  • Actively involved in product development such as website, brochures, flyers
  • Identifying partner program opportunities
  • Responsible for client retention and expansion target
  • Ensuring Alumni relationship and their active involvement
  • Creating Go-to-market strategies.
  • Ensure that the team is engaged in End to End
  • Customer Success
  • Work closely with Sales teams to help transition the account from Pre-Sales to the Customer Success
  • Management program and identify expansion opportunities
  • Ensure Smooth onboarding experience and product implementation
  • Ensure Customer Renewal and Revenue Renewal goals are met consistently

Senior Lead- Customer Success

Anaek Inc
11.2018 - Current
  • Analyze market requirements and translate into current offering to/with/through partners
  • Develop and deliver sales program for company, channel and partner sales forces
  • Provide training, sales and marketing support
  • Direct Marketing Communications/other teams in the execution of quarterly
  • Building and Maintaining clients
  • Worked for financial clients like UBS, JPMorgan,
  • Citigroup, Goldman Sachs, Bank of America,
  • American Express and Media clients like 22nd century fox, Walt Disney, Paramount, Beach
  • Body etc.

Team Lead - Customer Success

SplashLearn
Gurugram, Haryana
05.2017 - 06.2018
  • Built and managed the customer success team at Splashlearn
  • Managed successful negotiation of long-term contract renewals with public and private schools and districts.
  • Led a team of 7 customer success associates and 2 customer support executives
  • Maintaining and Improving the CSAT score and social media rating for the organization
  • Implemented employee incentive programs to promote positive work culture and increase retention.
  • Developed new strategies for customer retention activities.
  • Been the quota crusher by achieving 140% of renewal target and churn rate less han 8%.

Manager-Client Success

IDC Technologies
01.2015 - 01.2017
  • Customer relationship management - Business,
  • Support, and product
  • Understand different segments of customers, design solutions to help them achieve their goals
  • Coordinate with product management/support team for new requests
  • Client training/webinars, introduce new features to clients
  • Drive revenue - Expansion, adoption, engagement and Renewals
  • Responsible for managing territories in and outside USA for sales of our Math Learning program (K to 5) for schools
  • Managing Renewal and Helpdesk support and responsible to achieve team quota.

Client Relationship Manager

Amtex Systems Inc
, US
01.2011 - 01.2013

E-Business Executive

Infopro Worldwide
01.2010 - 01.2011

Education

MBA - Marketing

NIMS University
Jaipur
02.2014 - 03.2016

Skills

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Affiliations

Six Sigma Black Belt Certified Customer Success and Sales Leader

Certification

Six Sigma Black Belt

Timeline

Head of Customer Success

PlanetSpark
03.2022 - Current

Associate Director-Global

Credforce India
07.2019 - Current

Senior Lead- Customer Success

Anaek Inc
11.2018 - Current

Team Lead - Customer Success

SplashLearn
05.2017 - 06.2018

Manager-Client Success

IDC Technologies
01.2015 - 01.2017

MBA - Marketing

NIMS University
02.2014 - 03.2016

Client Relationship Manager

Amtex Systems Inc
01.2011 - 01.2013

E-Business Executive

Infopro Worldwide
01.2010 - 01.2011

SIx Sigma Black Belt Certified

Six Sigma Black Belt certification helps professionals to implement, perform, interpret and apply Lean Six Sigma at an advanced level of proficiency. Capturing all aspects of the D-M-A-I-C model, the Six Sigma Black Belt program equips professionals to demonstrate team leadership, understand team dynamics and assign team member roles and responsibilities to lead a full time Lean Six Sigma project. In simple language, the Lean Six Sigma Black Belt is one of the most advanced levels of the lean six sigma certification programs, wherein the certified professionals are regarded as experts who can pioneer and guide an organisation towards efficiency and profitability.

SIx Sigma Black Belt Certified

Six Sigma Black Belt certification helps professionals to implement, perform, interpret and apply Lean Six Sigma at an advanced level of proficiency. Capturing all aspects of the D-M-A-I-C model, the Six Sigma Black Belt program equips professionals to demonstrate team leadership, understand team dynamics and assign team member roles and responsibilities to lead a full time Lean Six Sigma project. In simple language, the Lean Six Sigma Black Belt is one of the most advanced levels of the lean six sigma certification programs, wherein the certified professionals are regarded as experts who can pioneer and guide an organisation towards efficiency and profitability.

Namita SharmaHead Of Customer Success