Summary
Overview
Work History
Education
Timeline
Generic

Parimal Anand

Process Manager - Customer Success
Pune

Summary

12 years+ experienced encouraging manager with talents for team building, leading ,as well as excellent customer relations aptitude and relationship-building skills. I have come a long way from being a simple Customer Service Executive to being solely responsible for driving excellence into customer satisfaction for regions. I am a service professional and do realize that in the world of intangible products, customer satisfaction is the currency. Having grown with the industry, I am keen to take up a driving role into product delivery of the service world.


Key Skills & Responsibilities:
• Formulation & implementation of marketing strategies, action plans, project management & creation of business proposal for business development & client servicing.
• Experience in planning and execution of promotional campaigns.
• Experienced in client servicing, media marketing and sales co-ordination.'
• Manage new clients on board and retention of existing clients & also managing their continuous activities / promotions across the platforms.
• Co‐ordination with cross- functional teams, like Product, Marketing, Sales, Content & Design and act as a single point of contact for clients.
• Maintain the quality & hygiene of the company's dashboard and site.

Overview

12
12
years of professional experience

Work History

Process Manager- Customer Success

Neilsen IQ
04.2022 - Current
  • Responsible for customer delight and service delivery. Maintaining SLAs, Data Quality and Process Improvement.
  • Single point of Contact and Escalation for all internal and external stakeholders of Entire Asia and South East Asia (India, China, Hongkong, Taiwan, Singapore, Malaysia, Myanmar, Thailand, Philippines, Vietnam and South Korea)
  • Responsible for providing data to assigned clients and helping them in building analysis and insights.
  • Worked on business transformation for NIQ and streamlined business processes from scratch for the Business Intelligence Team.
  • Managing Team and evaluated employee performance and conveyed constructive feedback to improve skills.
  • Developed dashboards for business to overcome complex problems, resulting in more efficient processes and improved customer satisfaction.
  • Conducted thorough root-cause analyses for issues identified within processes and the data deliveries, resolving problems quickly to prevent recurrence.
  • To plan and improve overall productivity by providing training and support for to different teams on products and methodology.
  • Implemented new technologies or process for continuous improvement of NPS and CPQ. Also worked on improving engage scores at hub level.
  • Maintained positive customer relations by addressing data related grievances and supporting sales on revenue recognition.

Assistant Manager - Product Delivery

Magicbricks ( Times of India Group )
11.2015 - 03.2022
  • Responsible for Product and Service Delivery - Maintaining TAT, Quality and Process.
  • Single Point of Contact & Escalation for Internal & External stakeholders of the business for the market of Gujarat, Kolkata, Goa, Nasik, Madhya Pradesh, Hyderabad and NCR Region.
  • Own overall relationship with assigned clients and ensure retention and satisfaction of all assigned clients.
  • Help customers with onboarding and monitor customer progress. Also, ensure, monitor and work to drive down incident levels and preparation on required work reports and presentations.
  • Meet goals and KPIs as set by the management and ensure that team's KPIs are monitored, actions are taken, evaluated accordingly and delegated properly. Also build a growth plan to demonstrate how Growth offerings will deliver customer outcomes.
  • Review aspects for improvement with market research and process improvement and ensure that communication takes place across the sales team and other stake holders of the business.
  • Responsible for identifying potential areas of concern for customers before they arise and resolve customer complaints quickly through collaboration and open communication.
  • Work across multiple stakeholders and companies to accurately create and maintain statements of work, being able to quickly move to signing and handoff to the project teams.
  • Work with Various Tech & IT team to analyze day to day reported issues & project how we can reduce problems & increase productivity
  • Gathering insights into campaigns and consumer behavior and implementing the learning. Partner with marketing managers to ensure that different campaigns are being executed.
  • Drive and participate in project scoping meetings and clearly document key decisions, risks, assumptions, and outcomes.
  • Schedule and lead quarterly business review sessions, annual customer satisfaction meetings, and quality assurance surveys.
  • Responsible for optimizing the systems, tools, software, and infrastructure needed to increase inbound lead generation, and to drive those leads to sales conversions.

Senior Executive - Business Delivery

Indiamart Intermesh Ltd.
12.2013 - 11.2015
  • Project planning, Product Delivery & execution of the clientele of entire Maharashtra in coordination with internal & external teams.
  • Search on the new data, do research and analyze for the right connections and make a database.
  • Manage new & existing clients on board.
  • Work on the data creation of the target companies for targeted marketing and get the connection of the right person, also ensuring client satisfaction and client retention.
  • Brand image of the business.
  • Responsible for Marketing Communication, Competitor Analysis and designing for clients.
  • Developing client service procedures, policies and standards for your organization or department.
  • Undertake customer reviews, feedback sessions, subject matter expert management and reporting.
  • Developing effective engagement strategies to ensure client engagement.
  • RFP & RFQ Arrangement.

Executive - Client Service

Trade India
12.2012 - 12.2013
  • Responsible for optimizing the systems, tools, software, and infrastructure needed to increase inbound lead generation, and to drive those leads to sales conversions.
  • Work with the in-house marketing, and sales team to recommend best practices and suggest needed resources to increase lead generation.
  • Floating the RFQ (Request For Quotation) / RFP (Request For Proposal) to obtain the Quotes.
  • Gathering insights into campaigns and consumer behavior and implementing the learning.
  • Periodic reporting to management on performance of campaigns.
  • Gathering Category Knowledge for understanding the commodity or category to be sourced.
  • Evaluation of suppliers engagement by gathering client’s feedback and research and identify potential suppliers through RFI (Request For Information).

Client Service Executive

Muthoot Fincorp Ltd.
04.2012 - 10.2012
  • Worked with client services team on latest CRM technologies, including Jira and ERP.
  • Identify client needs and suggest appropriate products/services.
  • Advising on investment options in Equity and debt markets primarily through the mutual funds, Bonds, Fixed deposits, IPO’s etc.
  • Increasing deposit base of branches through Enhanced Relationship Value of mapped HNI clients and new customer Acquisition after analyzing their portfolio.
  • Utilizing public information & network in developing marketing intelligence thereby generating leads.

Education

MBA - Marketing

NMIMS Global Access - School For Cont. Education
Mumbai
04.2001 -

PGDM - Finance and Marketing

Xavier Institute of Management
Jabalpur, MP

Timeline

Process Manager- Customer Success

Neilsen IQ
04.2022 - Current

Assistant Manager - Product Delivery

Magicbricks ( Times of India Group )
11.2015 - 03.2022

Senior Executive - Business Delivery

Indiamart Intermesh Ltd.
12.2013 - 11.2015

Executive - Client Service

Trade India
12.2012 - 12.2013

Client Service Executive

Muthoot Fincorp Ltd.
04.2012 - 10.2012

MBA - Marketing

NMIMS Global Access - School For Cont. Education
04.2001 -

PGDM - Finance and Marketing

Xavier Institute of Management
Parimal AnandProcess Manager - Customer Success