Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic
RAJIV LADHANI

RAJIV LADHANI

Mumbai

Summary

18 years of experience in Customer success |Customer service Project & Program Management| Expertise in Team management/ Project Implementation| Client Servicing |Account Management, and Learning & Development Well versed in the management of cross-functional Teams, Leadership in designing of creative solutions aimed at maximizing Customer satisfaction. High-level leadership and mentoring ability.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Snr Manager Implementation & Customer Success

Disprz
08.2022 - Current
  • Lead and mentor a team of 15 professionals, fostering a culture of collaboration, innovation, and excellence
  • Oversee the performance, development, and engagement of team members
  • Collaborate with senior leadership to develop and implement strategic plans aligned with the company's goals and objectives
  • Drive operational efficiency and process improvements across departments
  • Ensure that key performance indicators (KPIs) are met and exceeded
  • Played a crucial role in implementing new products and project management tools across like Asana
  • Client solutioning understanding a client's challenges, goals, and expectations, and then designing and implementing tailored solutions to address those specific needs
  • Aligning project activities with business objectives by identifying and mitigating potential risks, managing changes, tracking schedules, and performance
  • Played a crucial role in process standardization and best practice analysis
  • Build and maintain relationships with key internal and external stakeholders, including clients, partners, and vendors
  • Responsible for achieving delivery of several e-Learning Programs involving multiple products & teams both on-shore & off-shore.

Customer Success Manager

EDCAST
08.2021 - 07.2022
  • Build and maintain strong, long-lasting relationships with customers
  • Act as main point of contact for assigned accounts, understanding their goals and challenges
  • Lead onboarding process for new customers, ensuring a smooth and positive experience
  • Provide training sessions to customers on effective use of products/services
  • Advocate for customers internally to ensure their needs are understood and addressed
  • Collect and relay customer feedback to product and development teams for continuous improvement
  • Address customer concerns and issues promptly, collaborating with cross-functional teams to find solutions
  • Escalate critical issues to appropriate channels and ensure timely resolution.
  • Conducted periodic user training sessions to support customer understanding and product feature utilization
  • Conducted training and mentored team members to promote productivity and commitment to friendly service
  • Analyzed customer data to identify trends and develop strategies to improve customer success metrics
  • Monitored customer progress and addressed customer inquiries with timely and accurate updates
  • Assisted customers with onboarding and product setup to foster successful adoption and usage
  • Utilized customer feedback to inform changes and improvements to customer success plans
  • Collaborated with sales and product teams to address customer success objectives
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
  • Established strong relationships with key customers, resulting in increased customer loyalty

Snr Program Manager

EMERITUS Institute of Management
12.2018 - 07.2021
  • Lead operations across Emeritus Global IVY league Courses, including scope management and reporting
  • Leading a team of 55 and consistently introducing innovative approaches to enhance performance, efficiencies, and client satisfaction
  • Develop comprehensive project plans, outlining scope, timelines, budgets, and resource requirements
  • Monitor and control program execution to ensure adherence to project plans and mitigate risks
  • Build and maintain strong relationships with key internal and external stakeholders
  • Communicate program progress, risks, and resolutions to stakeholders in a clear and effective manner
  • Played a crucial role in implementing new products and tools across the org, e.g., Wrike
  • Develop and implement execution strategies for projects
  • Identify opportunities and implement solutions for improving delivery processes.

Program Manager

LRN technologies and content solutions
07.2009 - 12.2018
  • Develop and execute implementation projects
  • Provide proactive strategic implementation guidance to the customer's
  • Own the relationship with each of his/her assigned customers and ensure complete customer satisfaction
  • Management of requests related to website customization, including the creation of specifications, test cases, delivery documentation, and detailed project plans based on requirements
  • Coordinate with Vice President Compliance/Compliance managers & customers to help define their program lifecycle rollouts, including tracking of results
  • Function as the single point of contact between LRN customers and internal stakeholders in the execution of requests, projects, issues, and changes
  • Monitor project progress & issues and create ongoing status reports using defined and/or ad-hoc tools for internal and external customers
  • Focus on compliance with delivery schedules and other SLA parameters
  • Successfully executed the entire transition of a Survey tool from the US to India.

Manager Ops

SERCO BPO Info Vision Group
06.2007 - 07.2009
  • To handle a team of 100+ executives, 8 TL's and 3 AM's across various processes like HSBC-Credit card sales, Whirlpool Inbound customer care, American Express-Credit card sales,(INBOUND/OUTBOUND PROCESS)
  • Handle operations for Complaint handling, Customer service & Sales
  • To handle recruitment and billing processes
  • Integrated various support functions viz Quality, training, technology and compliance & HR
  • Conduct cross-training sessions for Process Associates aimed at optimum utilization of available resources
  • Mapping & implementation of client requirements in the processes, identification of improvement areas and maximizing customer satisfaction
  • Escalation management aimed at prompt resolution of critical issues and business continuity—regular customer interaction aimed at the improvement of service levels
  • Rate calls on a random basis and share updates, problems different methods to improve Quality and
  • Also attending weekly calibrations with different States on a con call.

Project Leader

Spanco Tele Systems
06.2003 - 04.2007

Education

B. Com -

Madurai University
01.2003

Skills

  • Program management
  • Project management
  • Customer Success
  • Client servicing
  • Client Onboarding
  • Account Management (B-B & B-C)
  • Learning & Development
  • SAAS
  • Stakeholder management
  • Team management
  • Business Solutioning & Problem Solving
  • Training/Mentoring
  • Key relationship management
  • Strategic leadership
  • Jira ,Salesforce,Wrike,Zendesk,Asana
  • Operations Management

Certification

  • Prince2 Practitioner
  • Lean Six Sigma Green Belt Certification

Accomplishments

  • Promoted to a level of Associate Director in 12 months
  • Successfully implemented a task management tool (Wrike, Asana) in Disprz and Emeritus
  • Successfully achieved delivery of implementation and content projects since the year 2009 for companies like Pfizer, Abbot Labs, Avon, Kraft, Viacom, DELL, Kellogg's, Dupont,Xiaomi,Doha Bank,Byjus etc.
  • Was recommended to travel to the USA for the transition of a new solution developed by LRN.
  • Awarded with LRN Leadership Framework Award in 2010 and 2014
  • Responsible for Business expansion in Whirlpool inbound customer service from 2 to 8 seats in SERCO basis past performance.

Timeline

Snr Manager Implementation & Customer Success

Disprz
08.2022 - Current

Customer Success Manager

EDCAST
08.2021 - 07.2022

Snr Program Manager

EMERITUS Institute of Management
12.2018 - 07.2021

Program Manager

LRN technologies and content solutions
07.2009 - 12.2018

Manager Ops

SERCO BPO Info Vision Group
06.2007 - 07.2009

Project Leader

Spanco Tele Systems
06.2003 - 04.2007

B. Com -

Madurai University

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