Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Naveen Chouksey

Gurugram

Summary

Detail-oriented Technical Account Manager with over 6+ years of experience in managing client relationships and driving the successful implementation of technical solutions. Skilled in understanding customer needs and translating them into actionable strategies that enhance product performance and user satisfaction. Proven track record of providing exceptional support and guidance throughout the customer lifecycle, ensuring successful onboarding, troubleshooting, and ongoing engagement. Strong analytical skills combined with a technical background enable effective problem-solving and the ability to collaborate cross-functionally with engineering and product teams. Passionate about delivering value and fostering long-term partnerships that contribute to client success.

Overview

11
11
years of professional experience

Work History

Technical Account Manager

Muvi
Jablapur (Remote)
08.2022 - Current
  • Developed customer relationships, identified customer needs and provided technical solutions.
  • Developed strategic plans for onboarding new clients that included goal setting, timeline development, and resources required.
  • Provided product demonstrations to customers in onboarding calls in order to educate them on the features and benefits of products.
  • Create SOW (Scope of work) documents of the customer's technical requirements for Internal Teams (Projects, Development, Testing).
  • Monitoring and Follow-ups on customers' payment realization.
  • Conducted periodic meetings with customers to review service levels and ensure satisfaction.
  • Collaborated with internal teams such as engineering, marketing, and support to provide a comprehensive customer experience.
  • Created detailed reports on account activities, including sales pipeline updates, customer feedback, and other metrics.
  • Assisted customers with troubleshooting issues related to product usage or performance.
  • Managed multiple accounts simultaneously while meeting deadlines for each one.
  • Implemented strategies for improving customer retention rates through proactive communication and problem resolution techniques.
  • Identified areas of risk within client accounts in order to proactively address potential problems before they arise.
  • Monitored customer feedback via surveys or direct contact in order to identify areas for improvement or additional training requirements.
  • Maintained up-to-date knowledge base of current technologies used by customers.
  • Educated customers on products and services as well as general technical information.
  • Developed and wrote technical documentation for products to meet customer requirements.

E-Commerce Account Manager

Flamingo Digital Private Limited
Gurugram
07.2020 - Current
  • Handling E-commerce clients like Biotique, Timex, Syska, Colorbar, etc.
  • Serve as primary contact for retainer clients and onboarding new clients, also making sure post-go-live support is adequately being given through use of ticketing tools, Ensuring product adaption on depth and width.
  • Have good working and integration knowledge for major payment gateway in India like Razorpay, Ccavenue, Payu, Paytm, etc., under the payment ecosystem.
  • Have hands-on experience in integrating and collaborating with Magento, WooCommerce, and Shopify platforms.
  • Have hands-on experience in shipping partner integration, SMS integration, and SMTP email integration, as well as various other modules/extensions used on websites.
  • Optimized e-commerce fulfillment strategy to minimize costs, maximize profits, and customer satisfaction.
  • In daily or weekly client meetings, hurdles understand the client's concerns. After that, they will give a brief and assign work to the concerned team, making sure to close it within the TAT.
  • Responsible for gathering business requirements for any Tech-related change requests or new projects from clients, translating them to product and tech teams.
  • Responsible for tracking projects and product-level changes and communicating status timely to clients' higher management through project trackers and weekly cadences.
  • Collaborating closely with all internal stakeholders/team members to ensure synergy between client requests and team output.
  • Make sure all changes are QA tested in the UAT environment before going live.
  • Provide insights to customers, such as the most sellable products and low-selling SKUs. After that, run offers on those products, which results in increased sales by 10% month-wise.

Executive, Customer Success

Capillary Technologies
Gurugram
05.2019 - 05.2020
  • Handled e-commerce clients like CPWI-LOTS India, ttk prestige, etc.
  • Being the first point of contact for the client to understand bugs and issues faced. Promising ETA for Business function.
  • Business Process Management; analyzed requirements and gained architectural understanding.
  • Providing advice to clients, with a focus on client experience, through building collaborative internal and external relationships.
  • Root cause analysis of QRCs (Query, Requests, Complaints) to improve services provided to clients.
  • Improvising Internal Processes to avoid repetition of errors.
  • Coordinating and taking follow-up with internal teams for project deliverables and tasks.

Delivery Associate

Capillary Technologies
Mumbai
07.2018 - 05.2019
  • Handled CRM for clients like Metro, Mochi, CPWI-LOTS, GNB, etc.
  • Spearheaded the brand's CRM program execution in India, understanding the brand's expectations from the CRM program, and also ran relevant campaigns.
  • Lead business requirement gathering process, integration planning, and implementation with relevant teams.
  • Ensuring data sanity and data audit on a weekly basis, or as per client requirement.
  • Created KPIs and weekly/monthly dashboards for stakeholders to monitor CRM program performance.
  • Coordinated with internal stakeholders for issues that were raised by the client and made sure that the issue will be closed within the given SLA.

Executive Operations

Capillary Technologies
Bangalore
01.2016 - 07.2018
  • Working as operation Executive for application and responsible for various technical issues faced by client.
  • Manage and coordinate activities during overall ticket life cycle.
  • Continuously follow-up with support team for relevant notification updates per SLA to drive resolution.
  • Providing assistance to major Software changes based on alerts and helps in resolving issue within SLA.
  • Escalation Management (Delivery Related).
  • Contribution to ongoing process & operational improvements.
  • Perform warm transfer to support group (in case of Critical issues) depending upon critical of alert.
  • Coordination with Level 3 engineers and duty managers as required.
  • Uses professional expertise to integrate work and make operating decisions on escalated issues.

Associate Customer Support

Tech Mahindra
Pune
08.2013 - 10.2015
  • Prepares for customer inquiries by studying products, services, and customer service processes.
  • Responds to customer inquiries by understanding query, reviewing previous inquiries and responses gathering and researching information,assembling and forwarding information,verifying customer's understanding of information and answer.
  • Records customer inquiries by documenting inquiry and response in customers' accounts.
  • Improves quality service by recommending improved processes, identifying new product and service applications.
  • Accomplishes customer service and organization mission by completing related results as needed.

Education

Bachelor of Engineering Technology - Information Technology

Takshila Institute of Engineering And Technology
Jabalpur

High School - Mathematics And Computer Science

M.G.M Higher Secondary School
Jabalpur

Skills

  • Client handling
  • Client onboarding
  • Client relationship management
  • Team management
  • Cross-functional team coordination
  • Project planning
  • Feasibility analysis
  • Resources and work allocation
  • Project maintenance
  • Strategic Partnerships
  • Account Management
  • Problem-solving abilities
  • Relationship Building
  • Sales Quota Achievement
  • Product Knowledge
  • Decision-Making
  • Time management abilities
  • Time Management
  • Documentation

Accomplishments

  • Muvi Power Performer of the month (September 24)
  • Muvi Power Performer of the month (May 24)
  • Closed Enterprise customer deal of $50k from Single customer.
  • Realized long pending payments $100k from customers.

Timeline

Technical Account Manager

Muvi
08.2022 - Current

E-Commerce Account Manager

Flamingo Digital Private Limited
07.2020 - Current

Executive, Customer Success

Capillary Technologies
05.2019 - 05.2020

Delivery Associate

Capillary Technologies
07.2018 - 05.2019

Executive Operations

Capillary Technologies
01.2016 - 07.2018

Associate Customer Support

Tech Mahindra
08.2013 - 10.2015

Bachelor of Engineering Technology - Information Technology

Takshila Institute of Engineering And Technology

High School - Mathematics And Computer Science

M.G.M Higher Secondary School

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Naveen Chouksey