Pranshu Pandey

Hubilo (My Previous and current payroll company) acquired fielddrive in Feb 2023.
Transitioned here with the same job role and responsibilities

• Manage Enterprise Accounts: Oversaw onboarding and training for enterprise accounts, achieving a 95% satisfaction rate in post-training surveys and reducing onboarding time by 20%.
• Upselling/Cross-Selling: Implementing strategic upselling and cross-selling techniques, resulting in a 15% increase in quarterly revenue from existing accounts.
• Customer Success Initiatives: Cultivating strong client relationships and provided tailored solutions, achieving a 90% client retention rate and a 20% increase in Net Promoter Score (NPS).
• Quarterly Business Review Meetings: Led Quarterly Business Review (QBR) meetings with all assigned accounts, resulting in a 30% increase in actionable insights.
• Escalation Management: Acting as the primary contact for escalation during live product use, resolving 95% of critical issues within 24 hours and maintaining high client satisfaction.
• Documentation Development: Creating and updating comprehensive help articles and documentation, resulting in a 25% decrease in support ticket volume and a 30% increase in user self-sufficiency.
• Product Updates Testing and Training: Test new product updates and deliver relevant training to stakeholders and internal teams, achieving a 100% adoption rate of new features within 30 days of release.
• Onsite Resource Management: Manage onsite resource team for smooth product execution.

• Portfolio Management: Managed a portfolio of US Enterprise and Government customers valued at $600K, ensuring comprehensive account oversight and strategic support.
• Quarterly Business Reviews: Delivered 15+ Quarterly Business Reviews to C-level executives, leading to a 20% increase in upsell and cross-sell opportunities.
• Onboarding and Customer Journey: Oversaw the onboarding process and entire customer journey, ensuring a seamless experience with the product.
• Issue Resolution: Provided support for critical issues during product execution, reducing average resolution time by 30%.
• Product Usage and Analytics: Assisted clients in measuring the success of their product usage through analytics meetings, resulting in a 25% improvement in product adoption.
• Renewal Forecasting: Conducted evaluations to forecast renewal risk, reducing churn by 10%.
• Implementation and Integration: Championed innovative solutions to help customers implement and integrate product or service effectively.
• Knowledge Base Development: Developed and maintained knowledge base articles to enhance the overall user experience and support self-service.
• Customer Feedback and Case Studies: Collected and analyzed customer reviews on G2, converting positive feedback into detailed case studies that increased potential client engagement.

• Enterprise Client Onboarding: Onboarded over 50 enterprise clients for new and renewal Adobe contracts across commercial, government, and educational sectors, achieving a 95% renewal rate.
• Executive Meetings: Conducted over 100 meetings with C-level executives, resulting in a 30% increase in customer understanding and adoption of Adobe's Cloud solutions.
• IT Team Assistance: Assisted IT teams with detailed implementation and integration sessions for Single Sign-On using ADFS, Azure, OKTA, or Shibboleth, achieving a 100% success rate in deployment.
• Revenue Growth: Identified and leveraged opportunities for cross-selling and up-selling, leading to a 20% increase in additional service sales and generating an extra $500K in revenue.
• Customer Lifecycle Management: Supervised the entire customer lifecycle through multiple check-in interactions, ensuring that 90% of customer goals were met and success was achieved.
• Behavior Analysis and Strategy Development: Analyzed customer behavior through Gainsight and developed strategies that increased product usage by 25%, enhancing customer productivity and satisfaction.
• Integration Solutions: Provided solutions for integrating Creative and Document Cloud products with existing IT infrastructure, ensuring 100% adoption across all enterprise clients.
• Customer Relationship Management: Maintained and strengthened Adobe’s relationship with end customers, achieving a customer satisfaction score of 85% and reducing churn by 10%.

• Customer Experience Management: Managed the customer experience for over 100 premium clients, maintaining a satisfaction level of over 95% by addressing their unique needs and concerns.
• Escalation Resolution: Resolved over 150 customer escalations with a 90% first-contact resolution rate, reducing average resolution time by 40%.
• Retention Department: Retained 85% of at-risk customers by providing tailored product and service solutions, contributing to a 10% increase in overall retention rates.
• Fraud Escalation Management: Acted as an escalation point for complex fraud-related issues, resolving 98% of cases in collaboration with the Fraud Prevention team, resulting in a 15% decrease in fraud incidents.
• Dispute Resolution: Collaborated with VISA and MasterCard to resolve 200+ customer disputes, achieving a 95% resolution rate within the specified timeframe, ensuring timely and accurate outcomes.
• Customer Satisfaction: Maintained a Customer Satisfaction (CSAT) score of 98%, reflecting a high level of customer service excellence and consistent positive feedback from premium clients.
• Complex Problem Solving: Assisted 50+ premium clients with complex problems by making informed recommendations based on extensive product knowledge, resulting in a 20% increase in client retention and satisfaction.

• Inbound Call Management: Managed an average of 50 inbound calls per day from US customers, effectively addressing technical issues related to HP Printers and achieving a 90% first-call resolution rate.
• Sales of Technical Services: Successfully pitched and sold paid technical services, resulting in an average of 10 sales per day and contributing to a 20% increase in revenue from technical support services.
• Revenue Generation: Consistently achieved an average of 10 sales per day, demonstrating strong sales skills and a customer-centric approach, leading to a monthly revenue increase of $15,000.
• Product Knowledge and Customer Satisfaction: Developed a deep understanding of HP technical products and services, providing accurate information and solutions, which led to a 15% improvement in customer satisfaction scores.
• Customer Relationship Management: Utilized excellent communication and problem-solving skills to build rapport with customers, efficiently resolving technical issues and maintaining a customer satisfaction score of 95%.
• Cross-Departmental Collaboration: Collaborated with sales and marketing departments to support business objectives and client acquisition, contributing to a 10% growth in new customer sign-ups and improving cross-departmental workflows.