Pooja Choudhary

● Deep-dive into the customer’s requirements in the post kick-off call.

● Get involved with clients on the stage when the requirement is something which requires professional involvement to confirm if this is possible to get developed or not.

● If yes then get that implemented into the system and handling the customer post the implementation.

● Driving end-to-end Onboarding and Data Migration of Chargebee’s SMB and Enterprise customers.

● Utmost clarity on the Client’s business flow ( Product catalog, payment methods, etc) to ensure that the data migration is done smoothly without any glitches.

● Working with clients to ensure that the Customer, Subscription, and Invoice data are migrated into Chargebee from their previous billing system.

• Maintain a deep understanding of the product and communicate with customers about the most relevant feature/functionality for their specific business needs.
• Coordinate with Engineering, Product teams for successful implementations.
• Collaborate with internal stakeholders across operations, and customers to ensure all projects and implementations are completed on time.
• Work closely with the Product and Engineering team on identification and tracking of enhancement requests and bugs and coordinate with the Operations team and other stakeholders to ensure seamless delivery to Customers.
• Identify at-risk renewals and deliver on customer remediation plan and act as an escalation point to drive problem resolutions in a timely and proactive manner.
• Responsible for positive NPS scores, on-time delivery, quality, and margins of project implementations.
• Expand the relationships with existing customers by continuously proposing solutions that meet their objectives and get maximum ROI to them.
• Work with process owners to regularly collect process metrics, such as Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) and artifacts that demonstrate process compliance and process improvement, in support of performance management and audit activities.

● Part of Pre-sales team and work closely with various stakeholders like Information Security, Service Delivery, Product management, Marketing etc. to answer the RFP and help to close the deal.

● Handled the key accounts and maintained the health

● Assess program risks, anticipate challenges, and provide escalation management when necessary.

● Seamlessly Account Onboarding within a specific planned time and set up new Customers to the SaaS product.

● Leading global client portfolios responsible for end-to-end software implementation, BAU services across North America, Europe & APAC

● Interface with product and engineering team on new functionality requirement basis client feedback and participate in system development pre-launch testing to ensure functionality works.

● Strong knowledge of business process (Post-Sales,Implementation, Pre-Sales).

● Develop and maintain positive client relationships at all levels with existing corporate accounts.

● Worked on both Supplier governance and revenue assurance projects.

● Working experience in End User Computing and as Administrator in application support in Genpact.

● Working on complete implementation of Project Management Tool “Clarizen” .

● Worked as an Administrator for Genpact Transitions for Clarizen-SAAS Based tool.

● Good knowledge in full SDLC including requirements gathering, unit and user acceptance testing and postproduction sign off along with product maintenance.

● Direct interaction with Europe and US based clients.

● Experience in Process and product training.

● Associated with End to End incident and request management.

● Have worked in operations in past with expertise in Inbound Customer Service, escalation management, product support, helpdesk support.