Namrata M. Cherian
Program Manager
Bangalore
Summary
Experienced Customer Success Manager and Full Life Cycle Recruiter with proven track record at Zwayam, Bizgo, and Amazon. Skilled in client relationship management, product development, and talent acquisition. Masters in HR Management. Strong communication and problem-solving abilities. Program Manager driving IN DF launches, expansion, and selection charter, focusing on scaling business for sellers through strategic programs and initiatives.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Work History
Program Manager
Amazon
12.2024 - Current
- Program manage IN marketplace for launches, expansion and selection charter for Direct Fulfillment.
- Coached team members on professional development opportunities, contributing to improved overall performance.
- Participated in vendor selection and management process for program initiatives.
- Managed multiple strategic projects with numerous sub-projects and workstreams.
- Built teams to address project goals and objectives for multiple projects.
- Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
Full Life Cycle Recruiter
Amazon
04.2021 - 12.2024
- Lead the end-to-end on-boarding process for all Tech and Non Tech roles within across all lines of business for Amazon University Talent Acquisition team (India), ensuring a seamless and engaging candidate experience.
- Collaborate with cross-functional teams to identify hiring needs and implement innovative solutions that streamline on-boarding processes.
- Develop comprehensive on-boarding materials and handbooks, enhancing transparency for new hires and hiring managers.
- Monitor key performance metrics and provide insights to improve recruitment strategies and processes.
- Program manage the Intern Day onsite for 326 candidates, ensuring flawless execution.
- Program managed and launched the Alexa Student Connect skill for all new hires, enhancing on-boarding engagement.
- Program managed the Student Connect on-boarding platform, engaging with new hires before they join. Collaborated on writing the PRFAQ, leading to a successful launch for APAC with an adoption rate of 89% and a feedback score of 4.6 from candidates.
- Key Achievements:
- Alexa Skill Launch: Assisted in the launch, achieving 63% usage among new hires.
- SOP Development: Created region-specific guidelines, improving efficiency and independence.
- Team Lead: Promoted to manage a team of five, recognized for effective leadership.
- Event Coordination: Hosted on-boarding events, receiving a 4.8 feedback score.
- Cost Savings: Implemented onsite IT asset collection, saving ₹22 lakhs in delivery costs.
- Process Optimization: Established standardized procedures for IT asset delivery, achieving a 100% delivery rate for new hires.
Customer Success Manager
Bizgo
08.2020 - 04.2021
- Serve as the primary contact for clients, ensuring effective communication and addressing their needs.
- Build long-term relationships and identify upsell opportunities to drive client renewals.
- Collaborate with product teams to enhance features based on customer feedback.
- Key Achievements:
- Improved customer satisfaction and retention through effective account management.
- Influenced product upgrades by participating in brainstorming sessions.
Customer Success Manager
Zwayam Pvt Ltd
01.2019 - 03.2020
- Managed high-profile clients, including Flipkart and Walmart, fostering trust and collaboration.
- Played a key role in product development and implementation, training HR teams on recruitment processes.
- Contributed to the 'Source Validity' feature, integral to the product offering.
- Developed strong relationships with enterprise clients, securing long-term contracts.
- Developed and delivered customer success training programs to help customers maximize the value of their product.
- Collaborated with cross-functional teams to identify and resolve customer-related issues in a timely manner.
- Ensured customer success by proactively monitoring customer usage and providing timely support.
- Negotiated and closed a 2-year contract with a major enterprise customer, resulting in a 50% increase in revenue.
- Developed and implemented customer success plans that increased adoption and usage of the product by 60%.
Education
MA - Human Resource Management
Madras School of Social Work
07.2016 - 07.2018
Bachelor of Commerce (B.Com) - undefined
Womens Christian College
06.2013 - 05.2016
Skills
Effective communication
Microsoft Office
Client Relationship Management
Customer Onboarding
Problem Solving
Change Management
Project management
Collaborative stakeholder relations
Interests
Badminton
Pottery
Timeline
Program Manager
Amazon
12.2024 - Current
Full Life Cycle Recruiter
Amazon
04.2021 - 12.2024
Customer Success Manager
Bizgo
08.2020 - 04.2021
Customer Success Manager
Zwayam Pvt Ltd
01.2019 - 03.2020
MA - Human Resource Management
Madras School of Social Work
07.2016 - 07.2018
Bachelor of Commerce (B.Com) - undefined
Womens Christian College
06.2013 - 05.2016