Harsha Batra
Faridabad
Summary
Dynamic General Manager with over 9 years of experience in sales and customer success management, specializing in driving revenue growth, enhancing customer satisfaction, and building long-term client relationships. Proven expertise in leading high-performing teams, implementing strategic sales initiatives, and delivering innovative solutions to achieve measurable business outcomes. A results-oriented leader committed to optimizing customer success processes, fostering a customer-first culture, and driving sustainable growth. Committed to exceptional service, revenue growth, and continuous customer satisfaction improvement.
Overview
9
9
years of professional experience
Work History
General Manager - Customer Experience and Sales
Medops
09.2022 - Current
- Developed and implemented patient-centred care training programs, fostering a patient centric culture among healthcare professionals
- Implemented patient satisfaction surveys and feedback mechanisms, driving improvements based on collected opinions and sentiments
- Established the patient experience team, conducting NPS surveys, managing remote admissions and discharges, and implementing a patient referral model
- Implemented innovative solutions, including a real-time live dashboard and mobile apps for hospitals and doctors, enhancing the patient experience
- Increased lead-to-surgery conversion rate from 0.5% to 3.2% with a revenue-to-spend ratio of 4.2
- Strengthened B2B relationships, boosting referral patient streams through collaboration with agents and medical professionals
Senior Manager - Customer Experience
Pristyn Care
01.2022 - 09.2022
- Developed and implemented a comprehensive strategy in collaboration with business stakeholders to deliver innovative solutions and approaches
- Recruited, supervised, and cultivated the patient service team, fostering their professional growth and ensuring optimal performance
- Formulated and executed tactical plans aligned with the company's patient services strategy to drive operational excellence
- Conducted in-depth analysis of customer satisfaction metrics and performance analytics, identifying trends, improvement opportunities, and recommending action plans for implementation
- Generated and presented reports, including monthly NPS reports and service reports, to senior management and other departments as necessary, facilitating informed decision making
- Led cross-functional projects, overseeing the design and implementation of initiatives to enhance patient experience
- Assessed the impact of patient experience initiatives by measuring key metrics such as NPS, engagement scores, complaints/compliments, and referrals from pre- to post-implementation stages
Manager - Customer Experience
Pristyn Care
07.2020 - 01.2022
- Cross-trained existing employees to maximize team agility and performance
- Evaluated employees' strengths and assigned tasks based upon experience and training
- Evaluated report data to proactively adjust and enhance operations
- Analyse patient experience key performance indicators (KPI) using a variety of data sources
- Uses performance data to identify strengths, improvement opportunities, and recommend actionable interventions to achieve top decile patient experience performance
- Collaborates with different category Leadership to develop action plans to improve performance
- Champions the voice of the patient and the patient experience in all organizational initiatives and strategic decisions
- Leads/attends team meetings, phone conferences, virtual presentations and training as needed
- Resolves initiative issues, risks, and obstacles through the appropriate use of project management tools and methods
Senior Manager
Extramarks Education India Pvt Ltd
09.2019 - 07.2020
- Proactively drive customer adoption and look for opportunities to increase overall Sale value
- Improve Customer Experience & Customer Satisfaction by helping the sales team to achieve their stated commitments
- Lead strategic, cross-functional initiatives such as customer journeys, voice-of-customer, and product feedback
- Provide feedback to Sales, Product and Marketing on patterns we see with Customers that will allow to scale our business more efficiently
- Accurately Identify risk of customer churn and put value- add actions in place to mitigate possible churn
- Identify the cost of each role in Customer Success and the overall cost of service
- Develop long term customer segment strategies ensuring we effectively align with other internal groups and customer requirements
- Develops and implements plans which move the actual customer experience to the ideal customer experience
Customer Success Manager
Extramarks Education India Pvt Ltd
02.2018 - 09.2019
- Manage the customer on-boarding experience and own the customer post sale
- Create dashboards to proactively track Customer Success Management performance
- Day to day operations ensuring the desired/allocated work is completed by the team within timelines/SLA
- Make customer renewals a non-event by driving a results-based engagement pattern
- Collaborate closely with team members, including supporting renewals and growth opportunities
- Develop strong relationships with our current customers: understand customer pain points, technical landscape, and business goals
- Drive maximum customer health and retention
- Manage services delivery including escalations; be the POC for communication; ensure the appropriate level of Aspect resources engages and follow up as warranted
- Monitor customer engagement and intervene as early as possible when risks and problems arise
Business Development Associate
BYJUS
10.2015 - 02.2018
- Identifying new sales lead
- Pitching products and/or services
- Maintaining fruitful relationships with existing customers
- To achieve targeted revenues from current and new customers
- To help in operational activities such as Invoicing, order punching, dispatch
- To counsel the student for increasing admissions
Education
Bachelor of Technology - BTech - Information Technology
Manav Rachna College of Engineering
Faridabad01.2015
Skills
- Team Management
- Data Analysis
- Customer-Centric Approach
- Relationship Building
- Strategic Thinking
- Sales Strategies
- Results-Driven
- Performance analysis
- Negotiation skills
- Team building
- Process automation
- Strategic planning
- Team training and development
Personal Information
- Father's Name: Mr. Navneet Kr Batra
- Date of Birth: 12/07/94
- Nationality: Indian
- Marital Status: Single
Hobbies and Interests
- Travelling
- Socializing
- Cooking
Languages
- English
- Hindi
Timeline
General Manager - Customer Experience and Sales
Medops
09.2022 - Current
Senior Manager - Customer Experience
Pristyn Care
01.2022 - 09.2022
Manager - Customer Experience
Pristyn Care
07.2020 - 01.2022
Senior Manager
Extramarks Education India Pvt Ltd
09.2019 - 07.2020
Customer Success Manager
Extramarks Education India Pvt Ltd
02.2018 - 09.2019
Business Development Associate
BYJUS
10.2015 - 02.2018
Bachelor of Technology - BTech - Information Technology
Manav Rachna College of Engineering