Pooja Mehta
Customer Success Manager
Delhi NCR
Summary
Customer focused professional with successful 12 year career in IT sector. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
13
13
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Customer Success Manager
Adobe Incorporation
03.2015 - Current
- Customer Onboarding: ensuring high customer satisfaction scores by adherence to project plans, SLAs, and delivering customer delight.
- Product Implementation: Discover all of the requirements for new customers, establish the success criteria for implementations and drive the project to completion.
- Product Consultation and Adoption: Design and configure the appropriate solution, so that all requirements are met and that customer expectations regarding product use cases and functionality are fulfilled.
- Project Management: Project manage different projects in their delivery lifecycle while being on top of all projects, effectively communicating with the customer stakeholders.
- Stakeholder management and rapport building: Act as a bridge between customer SPOCs and internal product/tech teams to manage expectations. Also efficiently build rapport with CXO level stakeholders frequently.
- Data Insights and Report Building: develop and present quarterly business review data to customers and prepare post-meeting reports.
- Documentation: Maintain accurate, high-quality, and timely documentation of implementation steps and activities for internal and external partners.
- Forecasting & Save Plan: Prioritize accounts at renewal risk, adoption and engage to drive a save motion. Tracking upsell & cross-sell.
Renewal Account Manager
Oracle India Pvt Ltd
07.2013 - 02.2015
- Engaging with Customer Care business development management to identify and agree the portfolio of renewals on a quarterly basis.
- Managing commercial delivery & service request management for enterprise clients for APAC region.
- Maintaining a healthy working relationship with the Adobe Ecosystem for cross functional collaboration
- Manage daily communication with corporate contacts and relationships at all levels in order to provide superior customer service Being vigilant throughout the year to be aware in advance of any risk that threatens any customer's satisfaction or renewal
- Eventually, panned out mitigation actions for the possible risks to ensure maximum retention.
Assistant Manager Sales
Sai Infosystem India Ltd
06.2012 - 06.2013
- Handling IBM’s portfolio of products like IBM lotus & Sametime, IBM Tivoli,
- SPSS & Cognos
- Organizing events to spread awareness about the product
- Project Management: o Involved in requirement gathering and solution framing for qualified prospects by doing as-is study and then preparing proposals, RFP for the end clients, freezing the scope of work
- O Implementation of Process Improvement Plan (PIP) & creating case studies and sharing with the Client
- O Review solutions to ensure full root cause is identified and the solutions are scalable across accounts, pools and geographies
- Responsible for managing bids in response to RFP’s from customers
- Creation of the solution & proposal.
Assistant Manager Sales
Pooja Mehta, Velocis System Pvt Ltd America
07.2011 - 06.2012
- Managing the marketing events for the end clients
- Handling IBM’s portfolio of products like IBM lotus & Sametime, IBM
- Tivoli, SPSS & Cognos
- Project Management
- Bid Management: Responsible for managing bids in response to RFP’s from customers
- Creation of the solution & proposal, ensuring compliance with customer requirements & highlighting company value proposition
- Identifying new partner, third party contracting
- Nature of Projects being handled: e-governance, MMP,SSSP, GIGW
Business Development Executive
Vayam Technologies Pvt Ltd
05.2010 - 04.2011
- Managing sales, renewals and business operations for the public sectors
- Handling SAS’s portfolio of products as the primary BI & Analytics tool
- Key activities involve account management & new customer acquisition; perform gap analysis to identify the gaps between currently available functionality of the existing system and the functionality desired by the business users
- Bid Management
- Nature of Projects being handled: e-governance, Mission Mode Projects,
- State Strategic Statistical Plan
Education
Hons -
Delhi University
Bachelors - Economic
Master’s - business administration: Marketing
ICFAI University
Skills
Customer SuccessProject ManagementComplex Problem Solver
Renewal & Customer retention
Schedule Management
Revenue growth
Research and due diligence
Certification
PROSCI
Timeline
Customer Success Manager
Adobe Incorporation
03.2015 - Current
Renewal Account Manager
Oracle India Pvt Ltd
07.2013 - 02.2015
Assistant Manager Sales
Sai Infosystem India Ltd
06.2012 - 06.2013
Assistant Manager Sales
Pooja Mehta, Velocis System Pvt Ltd America
07.2011 - 06.2012
Business Development Executive
Vayam Technologies Pvt Ltd
05.2010 - 04.2011
Hons -
Delhi University
Bachelors - Economic
Master’s - business administration: Marketing
ICFAI University