Summary
Overview
Work History
Education
Skills
Timeline
Generic
Rahul Tiwari

Rahul Tiwari

Hyderabad

Summary

Dynamic Senior Product Adoption Specialist with a proven track record at Keka HR, excelling in problem-solving and client engagement. Leveraged product knowledge to enhance customer satisfaction and drive account expansion, achieving significant upselling opportunities. Renowned for exceptional communication skills and emotional intelligence, fostering strong relationships with stakeholders to align product usage with client goals.

Overview

11
11
years of professional experience

Work History

SENIOR PRODUCT ADOPTION SPECIALIST/ CUSTOMER SUCCESS MANAGER

Keka HR
03.2023 - Current
  • Worked as a customer success manager in the same organization handling portfolio of 50+ client accounts. Acted as the primary point of contact and advisor for clients in medium and small-scale enterprises.
  • Built long-term relationships with admins and executives of the client accounts through proactive engagement and rapport building, nurturing business values to understand expectations of the clients in the process.
  • Conducting MBRs and QBRs to understand client’s expectations and experience on the product usage, leading end-to-end process for renewals through negotiation, building trust and collaborating with stakeholders like accounts, sales and finance to offer the best solution to create a win-win situation for both client and the organization.
  • Identifying upselling and cross-selling opportunities of additional products and features by understanding the client’s usage on product modules and offering them the best options available to ensure account expansion and arranging demo sessions with the sales team.
  • Tracking accounts health scores by understanding the pattern of client usage of products and services, login activities, forecast renewals and retention through active engagement and doing health checkups on regular basis.
  • Currently working as a Senior Product adoption specialist assisting client on various modules of Keka on tickets. Have expertise in complex modules like payroll (payroll completion, salary structures, salary components, PF, ESI and TDS), time and attendance (resolving attendance discrepancies, regularization, attendance adjustment, biometric sync), performance management (review cycle, 360 degree appraisal, bell curve model), leaves (leave types, leave adjustment, leave type configuration and sandwich policy).
  • Ensuring maximum NRR by collaborating with client stakeholders, giving proper training on product modules and understanding their challenges on the usage of products, driving their business outcomes and KPIs as per available resources on the portal and minimizing the churn and downgrade by aligning their organizational goals with the product modules applications and usage through proper research, problem solving and decision-making strategies.
  • Acting as the voice of the customer, taking feedback on product gaps, challenges and customizations as well as account billing process and passing the same to development, product and sales team by raising appropriate service request and proper follow-up to increase customer satisfaction and trust.
  • Have experience in usage of CRM platforms like salesforce, ADP, HubSpot, PeopleSoft, Darwin box and lead square previously.

RECRUITMENT CO-ORDINATOR (TECHNOLOGY)

CIEL HR
01.2022 - 01.2023
  • Performing primary screening and scheduling interviews of candidates for the position of Software development engineer in system engineering team, senior product manager in Instamart team, senior engineering manager in DevOps team and senior product designer in design team of Swiggy.
  • Working with recruiters and stakeholders from different teams to ensure smooth alignment of interview rounds, sending job description to candidates and taking and updating feedback from the panels associated with the interview process in a timely manner to complete the interview process of a candidate in a given time frame and get closure in the specific role in that time frame which depends on candidate's performance.
  • Program managing interview process, including panel availability, feedback completion in time, conducting bar raiser debriefs.
  • Working on candidate's experience by ensuring smooth scheduling of interviews and proper explanation on competencies of a particular round and detailed feedback.
  • Preparation of consolidated feedback report for all the interview rounds by timely follow up with stakeholders to upload detailed feedback on tool and presenting the report in the debriefing session after onsite interview process to all the interview panels for overall evaluation of performance of a candidate which is crucial for final selection after each panel's verdict (Hire or no hire).

HR EMPLOYEE SUPPORT ASSOCIATE

Amazon India Pvt Ltd
03.2021 - 12.2021
  • Part of the larger employee experience team solving L1 queries for Amazon North American region employees.
  • Assisted employees on HR issues related to hiring, termination, rehire eligibility, attendance, time deductions, internal job postings and leave of absence as well as disability pay while on leave.
  • Solved their payroll queries related to pay, bonuses, increment and tax deductions according to policies of Amazon and US state laws using ADP tool.
  • Bridging the communication gap between employees and site HR of the specific regions by raising adequate cases and tickets regarding employee's issues which come under HR's scope.

SUBJECT MATTER EXPERT COLLECTIONS

Byju's (Think and Learn Pvt Ltd)
07.2020 - 01.2021
  • Conveyed current account information and collected payments contingent on Parents (of children availing services) by convincing, persuasion and negotiation.
  • Trained new team members on scripts, company services and performance strategies and provided mentoring.
  • Maintained high volume of calls to meet planned demand.
  • Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
  • Monitored accounts for compliance with established payment plans and flagged those in violation.
  • Achieved performance goals on consistent basis.

SALES SPECIALIST

Telus International
04.2019 - 07.2020
  • Worked selling on tablet and connections / devices to Canadian customers.
  • Provided basic L1 sales support to existing customers.
  • Increased revenue by acquiring new customers and determining needs to offer relevant products.
  • Drove business development through proactive networking and relationship-building strengths.
  • Utilized effective communication and active listening skills to create client rapport to grow profitability.
  • Coached 3 sales associates in product specifications, sales incentives and selling techniques, increasing customer satisfaction ratings.

PROCESS DEVELOPER

Genpact Nissan Collections
03.2015 - 03.2018
  • Collection of past due amount on automobile loan accounts in each timeframe thereby resolving the delinquency on the assigned account.
  • Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Maintained high volume of calls to meet demands of busy group.
  • Used skip tracing and other techniques to locate debtors.
  • Achieved performance goals on consistent basis.
  • Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
  • Trained new team members on scripts, quality and performance.

Education

B. TECH -

IIMT College of Engineering
Greater Noida
01.2015

STD 12TH - ICSE

RVS Academy
Jamshedpur, Jharkhand
01.2010

STD 10TH - ICSE

RVS Academy
Jamshedpur, Jharkhand
01.2008

Skills

  • Problem solving and decision making
  • Product knowledge
  • Support and performance monitoring
  • Communication and interpersonal skills
  • Emotional intelligence

Timeline

SENIOR PRODUCT ADOPTION SPECIALIST/ CUSTOMER SUCCESS MANAGER

Keka HR
03.2023 - Current

RECRUITMENT CO-ORDINATOR (TECHNOLOGY)

CIEL HR
01.2022 - 01.2023

HR EMPLOYEE SUPPORT ASSOCIATE

Amazon India Pvt Ltd
03.2021 - 12.2021

SUBJECT MATTER EXPERT COLLECTIONS

Byju's (Think and Learn Pvt Ltd)
07.2020 - 01.2021

SALES SPECIALIST

Telus International
04.2019 - 07.2020

PROCESS DEVELOPER

Genpact Nissan Collections
03.2015 - 03.2018

B. TECH -

IIMT College of Engineering

STD 12TH - ICSE

RVS Academy

STD 10TH - ICSE

RVS Academy

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