Poonam Tarsaria
Mumbai
Summary
With over 10 years of hands-on experience in CRM implementation within Sales and Service domains, complemented by PMP certification, I bring a wealth of expertise to the table. I possess a strong passion for learning and a knack for understanding new processes, which I leverage to re-engineer workflows for optimal outcomes. Known for my interpersonal skills, independence, commitment, and data-driven decision-making, I excel at bridging gaps and driving success.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Flick2know Technologies Pvt Ltd
08.2023 - Current
- Successfully executed customer success initiatives for 15+ C & D category clients
- Led discussions with clients to understand their business objectives, KPIs, use cases, and company culture to support software adoption
- Owned end-to-end customer success, managing client onboarding, and overseeing the entire business cycle
- Developed and documented customer success plans, ensuring alignment with client goals
- Led discussions with program managers and technical teams to track and monitor customer migration health
- Orchestrated an internal team of solution architects, business analysts, and professional services to deliver on customer success plans
- Drove value-based upsell and cross-sell activities across the customer base
- Maintained relationships with key customer stakeholders at various levels and ensured timely software renewals
- Managed at-risk customers (red accounts) with a structured approach to mitigate risks
- Provided training and coaching to team members to ensure the delivery of quality work
- Handled client engagements for the West region and traveled extensively, spending 40% of the time meeting stakeholders.
Manager-CRM (Sales and Service Operations)
Creative Peripherals and Distribution Limited
Mumbai
02.2020 - 08.2023
- Setting up Targets for every business groups and defining correctly Branch & Product & Employee wise in the CRM tool
- Analyze and identify to optimize non touch sales processes through the tools already in place
- (LeadSquared Tool) Aligning journey plan in application for Pan-India field team key account management Order module integrated with ERP system for quick order processing Generating various reports for analysis like Target Vs Achievement, Shortfall, Discrepancy reports,Key accounts region wise etc
- Automation of Key reports – to power BI dashboard insights for HOD review
- Scheduling trainings for sales & service specific internal processes to ensure smooth functioning of departments
- Pan-India RMA cases reported in one Application SLA maintained in CRM tool for TAT wise complain closure
- Responsible for Data management of all Applications
- Coordinating with Developer team for issues /changes related to Applications Gathering business requirements /feedback from user for system betterment Manage Application Support - track and resolve all problems/Issues raised by Users and provide support to Pan India branches spread across Work with other departments to identify process improvements and help define, implement, and deliver efficiency back into sales and partners Testing cases on UAT and taking approvals from Stakeholders before going Live Prepare Flow charts for clarity on module and processes Preparing Presentations for reviews.
CRM Lead & Service Operations
Wonder Chef Home Appliances Pvt ltd.
12.2018 - 01.2020
- Gathering business requirements from team members and discussing with the Application developer.- (Servitium CRM) CRM – Testing, Implementation & Support Monitoring system performance on daily basis for new development as per team/user requirements
- Activating Users Implementation of online CRM-Cloud base & Mobile application throughout PAN India branches/ASC with proper online training and data records
- Daily MIS reporting to management Region wise reports, pendency, Installation, TAT achievement & spares pendency
- Focus on filed team to close customer calls on daily basis to achieve TAT target
- Training to call center for new product launching / new process amendments
- Technical bulleting update and download to team members
- Monthly Claim analysis of ASCs through online system data & approval of valid records/job sheet
- Working closely the Sales Management Team geographically for sales & service planning’s
- New ASC Authorized Service Partner Appointment/Termination / FNF
- Closely working with Parts Manager for MSL & Buffer Planning at ASC level Keep Tracking on Daily Dispatches and Defective Receive Pendency to avoid any delay in location
- Working closely with Regional Managers for physical audit of ASC store and stock correction in CRM Preparing monthly Product Defect report for submission to management Preparing RCA for highly escalated cases and sensitive cases to ensure quality performance by the field Proactively handling Consumer forum complains and providing quick resolution for amicable closure of the same
- Preparing service presentations for service reviews.
Customer Delight Manager
COVERFOX INSURANCE BROKING PVT LTD
04.2016 - 12.2018
- Working closely with team of Service Managers Working on emails and complains received on customer care email id Coordinate with customer for documents and process claim for Health, Motor & Term policies Keep accurate records and document customer service actions and discussions on Freshdesk application
- Coordinate with internal and external team for resolution on claims, complains and queries
- Handling social media & consumer forum complains Preparing RCA of escalated cases Improve and Develop service procedures, policies and standards as per service requirements
- Maintain an orderly work flow according to priorities Ensuring case closures with in the TAT Prepare weekly, monthly and MIS reports.
Executive Service Quality & Customer Care
Thomas Cook India Ltd.
09.2014 - 02.2015
- Handling requests and complaints of customers received via emails, walk-in clients,and letters, from branches, directly from customers or thru the contact centers
- Resolve customer complaints, via investigation and coordination with internal teamsand external parties where required
- Ensuring case closures with in the TAT Handle escalated complaints received from various sources such as ORM, Top Management resolving them on fast-track basis Prepare RCA and detailed learning of cases and share case details internally with reporting head
- Proactively review and recommend enhancements in the existing standardsand service performance targets Maintain MIS & Reports Conduct service audits, as required, at various branches/on telephone, across the network
Education
MBA - Executive Business Operations
Swiss School of Business Management
Geneva05-2023
Master of Business Administration - Marketing Management And Research
Sikkim Manipal University
Mumbai06-2016
Business Analyst, Imarticus Learning -
01.2016
Bachelor of Commerce (B.COM) -
Mumbai University
Mumbai10-2011
Skills
- Customer Account Management
- Business Development
- Client Relations
- Strategic Planning
- Revenue Growth
- Stakeholder Management
- Negotiation
- CRM Software
- Pipeline Development
Personal Dossier
- Date of Birth: 28 June 1988
- Languages Known: Hindi, English, Punjabi, Gujarati
- Marital Status: Married
Certification
- Project Management Professional (PMP)® valid 2026
References
References available upon request.
Timeline
Customer Success Manager
Flick2know Technologies Pvt Ltd
08.2023 - Current
Manager-CRM (Sales and Service Operations)
Creative Peripherals and Distribution Limited
02.2020 - 08.2023
CRM Lead & Service Operations
Wonder Chef Home Appliances Pvt ltd.
12.2018 - 01.2020
Customer Delight Manager
COVERFOX INSURANCE BROKING PVT LTD
04.2016 - 12.2018
Executive Service Quality & Customer Care
Thomas Cook India Ltd.
09.2014 - 02.2015
MBA - Executive Business Operations
Swiss School of Business Management
Master of Business Administration - Marketing Management And Research
Sikkim Manipal University
Business Analyst, Imarticus Learning -
Bachelor of Commerce (B.COM) -
Mumbai University
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