Priya Acharya
Mumbai
Summary
A competent professional with 15-plus years of experience. An out-and-out customer-oriented person with excellent insightful and learning experience in the Business Development, Client relationship and training industry, and Education industry. Skilled in interfacing with Corporate clients along with electiveness in cultivating relations for securing repeat business by mapping their requirements and providing customized business solutions through new proposals and presentations. A result-oriented person with an immense appreciation for the criticality of focus on quality and quantity and an outlook for achieving both. Self-directed, Self-driven & Goal Oriented Having excellent interpersonal, Analytical skill, and Teambuilding skills with proven ability in establishing procedures and planning/ managing resources Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.
Overview
10
10
years of professional experience
Work History
Customer Success Manager- Corporate Training
TECHADMEY-IIHT
Mumbai
07.2022 - 03.2024
- As a Customer Success Manager, I ensure the seamless integration of customer-centric solutions and foster effective team dynamics
- I lead onboarding initiatives, program design, and process orientation to enhance customer satisfaction and drive success
- Through meticulous report analysis, team appraisals, and strategic recruitment efforts, I continuously strive for quality improvement and operational excellence
- Serving as the primary liaison for new joiners, I oversee infrastructure setup, scheduling, and comprehensive training to facilitate a smooth transition into the organization
- By leveraging my training and customer success management expertise, I aim to optimize team performance and deliver exceptional results
- We have developed best practices for new customer onboarding to smooth customer experiences by implementing structure and processes
- Acted as customer's voice within the organization by staying aware of customer needs and providing valuable feedback internally
- Assessed customer needs and market trends before creating unique customized solutions
- Educated community customers on company values, processes, and best practices to promote the business brand
- Controlled workload consisting of multiple customers in various onboarding phases while maintaining focus and attention to detail
- Directed customer product and service adoption to deepen customer utilization and identify new opportunities
- Identified opportunities for improvement through documentation, training, or procedural changes to coordinate solution execution
- Facilitated regular meetings with stakeholders to address formal agendas, meeting minutes, and action item follow-ups
- Collaborated with customer stakeholders to analyze and prioritize defects and enhancements to position timing expectations for correction or new process rollouts
- Communicated assigned customers' needs cross-functionally and prioritized adequately to manage processes across teams
- Functioned as the first point of contact for clients to provide dedicated support and initial troubleshooting and secure onboarding commitments
- Assessed customer plans for growth yearly to keep clients on successful paths and encourage renewed organizational agreements yearly
- Directed projects and kept teams updated on how assignments were progressing to encourage team involvement in solution development
- Provided timely and accurate answers to inquiries and resolved customer concerns by making and following through with realistic commitments
- Became customers trusted advisor by driving adoption of company products with focus on achieving desired business outcomes
- Managed service escalation by identifying issues, containing impact on clients, and addressing issues until brought to resolution
- Developed documentation of practices for all customer interactions to understand customer challenges, expectations, and success measures
- Supported customers through implementation, adoption, renewal, and growth to drive long-term success and value
- Managed all stages of new client onboarding with meaningful communication to garner all relevant information for required documentation.
Deputy General Manager – Corporate Training
MORPHOSES LEARNING AND CONSULTANCY
Mumbai
08.2017 - 08.2019
- Develop trust relationships with a portfolio of major clients
- Acquire a thorough understanding of key customer needs and requirements
- Expand the relationships with existing customers by continuously proposing solutions that meet their objectives
- Serve as the link of communication between key customers and internal teams
- Resolve any issues and problems faced by customers and deal with complaints to maintain trust
- Design tailored training program solutions to meet organizational outcomes and ensure delivery to the clients promptly
- Play an integral part in generating new sales that will turn into long-lasting relationships
- Prepare regular reports of progress and forecasts to internal and external stakeholders
- Develop a solid and trusting relationship between major key clients and the company
- Resolving key client issues and complaints
- Developing a complete understanding of essential account needs and anticipating changes and improvements
- Managing communications between key clients and internal teams
- Strategic planning to improve client results
- Negotiating contracts with clients and establishing a timeline of performance
- Establishing and overseeing internal budgets with the company and external budgets with the client
- Collaborating with sales team to maximize profit by up-selling or cross-selling
- Planning and presenting reports on account progress, goals, and quarterly initiatives to share with team members, stakeholders, and possible use in future case studies or company training
- Meeting all client needs and deliverables according to proposed timelines
- Analyzing client data to provide customer relationship management
- Expanding relationships and bringing in new clients.
Manager-Corporate Training
EDULIGHT LEARNING SERVICES
Mumbai
11.2013 - 06.2016
- Working with Business partners to understand their needs on employee engagement, learning and development, performance management, leadership development, organizational development and growth and accordingly providing solutions that would accelerate business growth, people productivity and organizational profit
- Analyzing business potential & executing strategies to drive sales and profit
- Maintaining cordial relationships with clients, ensuring quality and service norms to achieve customer satisfaction and business retention
- Prospecting for new clients and reactivating dormant accounts
- Maintaining an honest and collaborative working relationship with business partners, culminating desired results
- Achieve maximum results through effective communication, client relations, and proven Dale Carnegie Training Implementations
- Provide outstanding customer service and customized solutions based on specific client needs in order to enhance employee performance
- Build trust by presenting the most effective solutions that will result in evident change through ROI.
Centre Manager
KARROX TECHNOLOGIES ltd
- Handling Branch Operation
- Charting out Strategies for Overall Business Operation (Planning, Budgeting, Organizing, and Controlling with an objective of growth and achieving profitability
- Expertise in developing New ideas, Managing People, Corporate Communication, and Developing Processes
- Revenue generation/Centre collection/Debtors Track
- Tracking student requisition on books, Certificates, etc.
Manager
IIHT ltd
- Taking care of admissions, marketing activities, fee collection of students, and placements
- Managing batch schedules
- Developing new business by means of sales promotion of course offerings
- Monitoring center infrastructure, amenities, H/W and taking monthly reports of inventory and Stocks
- Customer satisfaction level to be maintained at 90% ( As calculated by monthly student feedback)
- Ensure that MIS report and Daily updated file of database is send to senior
- Taking care of overall telephonic inquiry conversion to footfall
- Maintaining student rapport.
Education
PGDM from NMIMS – Marketing and Digital Marketing -
05.2024
Bachelor in Commerce -
04.2003
Diploma in Office Automation and Tally 6.3 -
04.2003
Skills
- Strategic Planning
- Customer Account Management
- Client Relations
- Revenue Growth
- Customer Relationship Building
- Business Development
- Sales management
- Stakeholder Management
- Customer Advocacy
- Customer Retention
- Negotiation
- Strategic communications
- Training programs
- Pipeline Development
Timeline
Customer Success Manager- Corporate Training
TECHADMEY-IIHT
07.2022 - 03.2024
Deputy General Manager – Corporate Training
MORPHOSES LEARNING AND CONSULTANCY
08.2017 - 08.2019
Manager-Corporate Training
EDULIGHT LEARNING SERVICES
11.2013 - 06.2016
Centre Manager
KARROX TECHNOLOGIES ltd
Manager
IIHT ltd