RADHIKA CHOPRA
Customer Success Management Professional
Gurugram
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Valued as a strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
8
8
years of professional experience
Work History
Lead Service Deliver Manager/Customer Success Manager- APAC
Hemmersbach GmbH & Co. KG
06.2021 - 09.2021
- Experience with metrics like Net Revenue Retention (Upselling), Churn, Customer References & reviews
- Work closely with product, sales and other cross-functional teams, (internal and external) with ease to drive these goals
- Guide clients through a seamless onboarding process, with a focus on understanding their needs
- Worked as a strategic advisor to your customers providing them with guidance on best practices and their overall strategy; this could include running enablement sessions alone or with another internal team members, positioning and recommending product features and best practices to accelerate customers time to value and growth
- Collecting feedback and identify roadblocks from customers to inform internal teams including Product, Professional Services, and Leadership on how to build a stronger product
- De-escalate and resolve critical customer issues and complaints by finding the best possible solution for both the customer/client and company; this could include anything from navigating a customer outage that might have a financial impact on their business
- Ensuring that service performance reviews are scheduled, carried out with customers regularly and documented, with agreed actions progressed as a part of governance forum
- Acting as an internal consultant to enable and inform effective standards, processes and controls
- Collaborate with the Events team to ensure seamless customer experiences during company-hosted events and industry conferences
- Cultivate customer advocates by recognizing and promoting success stories, showcasing achievements
- Build and maintain customer loyalty and advocacy by delivering insights and strategic recommendations, throughout the customer lifecycle, to proactively drive adoption of the product in alignment with the customer.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Manager – Head Operations
Interview Kickstart
10.2020 - 05.2021
- Heading Teams for Service Delivery – APAC & North America regions along with few PST Clients
- Manage and develop project management standards and methodologies
- Responsible for training program for new Project or team members
- Work with operations leadership to ensure customer satisfaction and developing strategic planning for all deliveries
- Facilitating creation and implementation of all workflows providing structured solutions
- Coordinated with delivery teams during post - sales which involved recruiting right team members, transition, training, and stabilization of the project
- Operational Reporting- Responsible for understanding, measuring, and communicating status to executive level stakeholders both client side, 3rd Party (e.g
- A business partner) and internal
- Prepared and facilitated monthly steering committee/ performance reviews with internal/external stakeholders
- Monitoring and managing client service issues mitigating business risks
- Governance, P&L (Budget & Forecasting), OPEX & CAPEX understanding client goals SLA, and communicating results
- Contract Management- Ensures contractual obligations are met and all risk mitigated.
Senior Manager – Operations
Talentedge
09.2019 - 09.2020
- Heading 36 Team members: Ensure employee happiness by working with Leads to create strong connections with the whole team and utilize effective communication to help translate the Mission of Talentedge into meaningful and clear goals
- Prepare project plan and communicate the adherence to the same on regular basis
- Follow the Transformation Framework and project tracking methodology and ensure the communication plan is accordingly done
- Deploy Project Management tools and techniques to regulate the project as and when necessary
- Prepare and maintain Risk-Assumptions-Issues-Decisions (RAID) log and drive the open items to a closure
- Track the project in terms of scope, schedule and quality and update the Project Stakeholders with the status of the project (including RAID log) on a definite schedule
- Coordinate with technical and other relevant teams for successful completion of project deliverables
- Managing overall costs within the pricing case and delivering overall financial performance
- I.e revenue and margins - Ensures accurate billing and invoicing.
Customer Success Manager
ELI Research
11.2016 - 08.2017
- Design and optimise the Customer Success practice by adapting SaaS industry best practices to newly released Visual AI services/ products being offered
- Be a trusted advisor to the GHS, capable of representing the voice of the customer in order to inform the Global Solutions strategy
- Lead periodic CS team meetings and 1:1’s to ensure individual contributors receive sufficient support to succeed in their roles and ensure the consistent application of CS practices
- Conduct business reviews to understand business goals, and to assess progress against previously stated objectives – meeting or exceeding assigned targets for renewals, expansion opportunities, and strategic objectives associated with customers
- Customer Satisfaction: Quality Score Card, NPS, Productivity metrics and contract rate
- Focused teams towards achieving one goal maintain highest SLA Score/ Reporting Skills
- Inspiring Teams: Champion Company Mission to help teams understand how their work contributes to end goals
- Work with direct reports to create team cohesion and fulfilment/ People Management
- Entrepreneurial Spirit: Ability to take what is available and build a fort with it; it’s not a problem, it’s a challenge.
Senior Manager Customer Service and Cloud Promotion
Adobe Systems
05.2013 - 10.2016
- Head a Team: North America Region- International Market, Customer satisfaction & SLA
- Employee Development – provide learning opportunities to team (42 member) & succession planning
- Provide strategic and operational management of customer accounts, including relationship building, ensuring SLAs are consistently executed, managing renewals and identifying/qualifying new sales opportunities for Adobe products and services
- Develop and maintain strong, in-depth relationship with assigned accounts, including executive-level decision makers and other influencers and stakeholders becoming the trusted partner
- Build a strong post-sales strategy for your portfolio of accounts to ensure our customers maximize the value on their investment
- Escalate any issue as and when necessary to draw required attention
- Document the guided phase results and take a call related to the duration of the same
- Prepare transition and transformation solutions for new opportunities
- Effective stakeholder engagement and management oversight for all projects and initiatives delivered within the program through appropriate meeting cadence (Steering Committee, program status, etc.) Effective program level status reporting and program level planning utilizing standard PPM tools
- Adherence to established program and project standards and processes
- End to end understanding of enterprise business functions and business requirements pertaining to assigned program and ability to ‘connect the dots’ across the portfolio
- Active support, engagement and oversight in solution architecture and delivery of program related projects
- Application of established Change Management processes
- Leadership support and mentorship of project and coordination staff members relevant to program.
Education
Bachelor of Commerce - Accounting And Business Management
Delhi University
New Delhi 07.2003 -
Skills
Account Management
Strategic Planning
Customer Relations
Strategic Communications
Staff Mentoring & Leadership
Customer Needs Assessment
Revenue Growth
Customer Relationship Building
Key Accounts Development
Account Management
Project Planning
Previous Experiences
EXL Services, Assistant Manager – Customer Service Operations - Jun’ 12 - Apr’ 13
Quattro Global Services, Lead Specialist Jun’ 09 – Apr’ 12
AON Hewitt, Team Development – Customer Services Sep’ 06– May’ 09
Travelling Profile
Open to travel for Client Meetings
Personal Information
- Relocation: Open for Relocation across the Globe
- Marital Status: Single
Timeline
Lead Service Deliver Manager/Customer Success Manager- APAC
Hemmersbach GmbH & Co. KG
06.2021 - 09.2021
Manager – Head Operations
Interview Kickstart
10.2020 - 05.2021
Senior Manager – Operations
Talentedge
09.2019 - 09.2020
Customer Success Manager
ELI Research
11.2016 - 08.2017
Senior Manager Customer Service and Cloud Promotion
Adobe Systems
05.2013 - 10.2016
Bachelor of Commerce - Accounting And Business Management
Delhi University
07.2003 -