Rajat Jain

• Handling the entire operations of Customer Success (Onboarding, Implementation, Account Management, and Retention).
• Leading global teams (US, UK, and AUS), consisting of 25 CSMs and 3 team leaders, responsible for the success and growth of SMB, Enterprise, and Channel partners.
• Partnering with Sales, Product, Engineering, Support, and Operations teams to deliver the best possible customer experience.
• Architecting the Pre & post-sales customer experience and lifecycle.
• Setting up & driving SOPs through training and reinforcement, improving key metrics like Customer NPS.
• Hiring and enabling the team to ensure smooth operations.
• Driving customer outcomes, product adoption, and customer experience.

Pre-sales Responsibilities:

• Collaborating with sales teams to understand client requirements, and tailoring solutions to meet business needs.
• Engaging in early discussions with clients, gathering requirements, translating them into technical specifications, and developing customized solutions aligned with customer needs.

• Managed a team of 18 CSMs, 2 Team leaders across US, UK and Australia who are responsible for Customer Success (Onboarding, account Management, and retention).
• Oversaw daily operations: Managed daily operations of the CS team to ensure efficient and effective delivery.
• Resource Management: Allocated and managed resources (Staff, tools, budget) to meet operational demands.
• Process improvement: Identified and implemented process improvements to enhance service delivery and operational efficiency.
• Performance Metrics: Monitored and analyzed key performance indicators (KPIs) {NPS, MTTR, SLA, Bug/Issue Recurrence Rate, Adoption/Health Score, GRR, NRR, Upsells/Cross-sell} to ensure goals and service levels were met.
• Training and Development: Developed and implemented training programs to improve team skills and knowledge.
• Reporting: Prepared and presented operational reports to C Level executives.
• Cross-Functional Collaboration: Worked closely with other departments (Sales, Product Development, Engineering) to ensure seamless operations and customer satisfaction.

• Led a team of 10 CSMs who are responsible for Customer Success (Onboarding, account management, and retention).
• Mentored CSMs, promoting continuous skill development, and best practices.
• Customer Satisfaction: Ensured high levels of customer satisfaction by maintaining excellent support services.
• Customer Feedback: Gathered and analyzed customer feedback to identify areas for improvement.
• Process Improvement: Identified and implemented process improvements to enhance service delivery and operational efficiency.

• As an Implementations Specialist, my primary function was to onboard clients and drive product adoption with new & current customers to help ensure a high renewal rate.
• Proactively worked with customers to drive increased platform adoption, business value, and overall customer satisfaction.
• Worked on product adoption, account growth (upsells), and account success.
• Increased customer satisfaction and minimized churn, by engaging via emails, calls, and texts to resolve challenges they were facing with respect to the product, also sharing inputs to better use the product.
• Performed CRM integrations with Birdeye platform to automate processes for the customers.
• Handled financial and billing issues.
• Provided support for accounts that are at risk and escalated account issues.

• Leveraged experience as a Personal Banker to address customer needs and solve challenges effectively.
• Managed day-to-day customer queries and banking issues, enhancing satisfaction and trust.
• Provided financial guidance to customers, fostering strong, empathetic relationships.
• Resolved customer complaints across Retail Banking and Cards, ensuring consistent support.
• Strengthened digital communication skills through Webchat, offering efficient, online issue resolution.
• Prioritized customer satisfaction, proactive problem-solving, and long-term client relationships.
  • Handled customer escalations and solved their disputes ensuring customer retention.

• Conducted proactive outreach through outbound calls, fostering positive customer relationships and facilitating timely payments.
• Supported both B2B and B2C clients, adapting strategies to meet diverse customer needs.
• Provided financial guidance, building trust and assisting clients with tailored solutions.
• Increased customer engagement and satisfaction through strategic upselling of credit card options.
• Utilized advanced tools for customer tracking (Skip Trace), ensuring efficient follow-up and resolution.