Punit Kumar Bharti
Team Lead, Customer Success
Bangalore,KA
Summary
Supportive Team Lead with 8 years of experience leading teams and various other roles. Expert in following detailed production schedules with distinguished history of maximizing productivity. Committed to proactive reorganization for optimized safety and efficiency. Experienced in Client-Onboarding, strategic campaign execution, project & account management and committed to providing outstanding client service and support.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Team Lead, Customer Success
Capillary Technology
Bangalore
04.2022 - Current
- Lead, coach and empower the customer success team to be successful in their roles
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Manage a book of enterprise accounts
- Assist team with executing growth and optimization strategies for our customers
- Ensure execution of customer journey touch points, including onboarding, Marketing Campaigns
- Coach team on customer success best practices
- Collaborate with cross-functional teams to ensure visibility and alignment
- Oversee escalations for assigned accounts and team’s accounts
- Nurturing customer relationships through onboarding calls and meetings
- Work with Product to prioritize customer features and requests
- Coordinating quality assurance with the development team and keeping customers updated on new releases
- Working closely with our customers to ensure they are satisfied with the solution and services
Associate Project Manager
Capillary Technologies Pvt Ltd
Gurgaon, Haryana
04.2021 - 03.2022
- Working effectively both independently and as a member of a cross functional team to handle clients like Shell IND, Shell Indonesia, OSIM China, Asics Singapore, Iconic India, PVR, Walmart and HP World IND
- Working with Customer Success and Customer Support teams to ensure that they understand any customizations done or unique needs served for the customer
- Client relationship management and client engagement, effectively addressing the client concerns
- Working closely with the product team to share client feedback and to add new features in product basis on the client requirement
- Being the sole point of contact for customer on implementation including any integrations
- Track key metrics and KPIs related to implementation success
- Identifying implementation areas that can be automated and work with the product or customer success teams to automate them like Inventory, Stores
- Implement the best way of importing existing customer data, Inventory and Sales
- Worked on deadlines, complete assigned responsibilities, monitor and summarize project progress and delivering projects on-time
- Handled end to end back end configurations for the assigned project
- Coordinating with clients if it requires, gathering project requirements
- Using JIRA Confluence for project visibility
- Preparing UAT for new ongoing projects, onboarding clients from scratch to go-live
- Ng with Customer Success and Customer Support teams to ensure that they understand any customizations done or unique needs served for the customer
- Client relationship management and client engagement, effectively addressing the client concerns
- Working closely with the product team to share client feedback and to add new features in product basis on the client requirement
- Being the sole point of contact for customer on implementation including any integrations
- Track key metrics and KPIs related to implementation success
- Identifying implementation areas that can be automated and work with the product or customer success teams to automate them like Inventory, Stores
- Implement the best way of importing existing customer data, Inventory and Sales
- Worked on deadlines, complete assigned responsibilities, monitor and summarize project progress and delivering projects on-time
- Handled end to end back end configurations for the assigned project
- Coordinating with clients if it requires, gathering project requirements
- Using JIRA Confluence for project visibility
- Preparing UAT for new ongoing projects, onboarding clients from scratch to go-live
Customer Success, Senior Executive
Capillary Technology
Gurgaon, Haryana
12.2018 - 03.2021
- Providing solutions to Client's business needs and helping with their product queries
- Inventory mapping, creating hierarchy for reporting tools All business related report preparations
- Work Closely with the brand's POC to optimize their ROI & agree on campaign plan and execution
- Supporting the analytics needs of business by analyzing data from multiple sources including Capillary CRM data & the external data from the clients
- Defined end-to-end testing scenarios, actively participated in business requirements definition and design reviews
- Designed and managed loyalty programs of brands to ensure better customer retention
- Owned up end to end Delivery aspects of business requirements
- Conducted Demos with clients business team to give an idea of the product capabilities and functionalities
- Planned and executed Campaigns in coherence with client
- Client renewals and payment follow-ups.
Delivery Engineer
Capillary Technology
Gurgaon, Haryana
11.2017 - 11.2018
- Worked cross-functionally within organization and external partners, integrators and vendors
- Deployed integration patches to client systems
- Configured promotions and tested customer samples
- Agreed Loyalty configuration into platform
- Online Campaign Management – Executing Facebook Campaign using tool Ad Manager
- Participated in client consultations and product trainings
- Tolls & Techniques Used – SQL, PHP My Admin and Integration [API integration using REST API, XML, DB, FTP and Log file].
Key Account Executive
Capillary Technology
Gurgaon, Haryana
05.2014 - 10.2017
- Propose tactical campaigns on customer acquisition, customer retention and win-back strategies
- Executed Campaigns like SMS, Email, PUSH, Timeline, DVS, Referral & Survey
- Provided MIS support using Excel
- Prepared Daily/Weekly/Monthly Bill Penetration & Points earn/burn Report
- Extracted the data basis on the client requirement using SQL queries
Customer Support Engineer
Redington India Pvt Ltd, Redington India Ltd
01.2012 - 01.2013
- I had started to work at, on its client site (TPG wholesale,
- Responsibilities
- Coordinate with the Help Desk software program and the remedy team and documented requests and provide full technical (hardware and software) support
- Had provided support to entire HO and 300 locations PAN INDIA including retail stores and warehouses
- Troubleshooting & maintenance & Installation of Desktop troubleshooting PC's, Laptop
- Remotely Access System & Provide solution
Education
Bsc - IT, Computer
NIIT
Deoghar, JH 03.2009 - 05.2012
Skills
Client Onboardingundefined
Accomplishments
- Promoted in 2022 to Team Lead, Customer Success
- Promoted in 2021 to Associate Project Manager for making various project live smoothly, as well making the hyper care period successful
- Received appreciation letter from the SHELL Global Team.
- Received 2 times Star performer award in 2 consecutive Quarters.
- Promoted in 2019 to Senior Executive for Outstanding work in Delivery and Implementation of various retail clients
- Received All Star Award for JFM Quarter of 2019 for outstanding efforts put forth for the implementation of Kompanero IND
- Received appreciation from Vishal Mega Mart, Senco Gold, ICONIC Retail for on time delivery, successful campaign designing and execution etc
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 4 staff members.
Timeline
Team Lead, Customer Success
Capillary Technology
04.2022 - Current
Associate Project Manager
Capillary Technologies Pvt Ltd
04.2021 - 03.2022
Customer Success, Senior Executive
Capillary Technology
12.2018 - 03.2021
Delivery Engineer
Capillary Technology
11.2017 - 11.2018
Key Account Executive
Capillary Technology
05.2014 - 10.2017
Customer Support Engineer
Redington India Pvt Ltd, Redington India Ltd
01.2012 - 01.2013
Bsc - IT, Computer
NIIT
03.2009 - 05.2012
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