Russell Heredia
Client Success Manager
B-9 Arya Ashish, Ramchandra Nagar, Manpada Road, Dombivli (E), Mumbai, Maharashtra
Summary
Highly motivated and enthusiastic towards client centricity and client advocacy. Over 12 years of experience spanning over several industries including eLearning, media & insurance. Successful at problem solving, creative thinking and creating and sustaining strong customer relationships. Excellent written and verbal command over the English language. Driven to promote and enhance positive client engagement and outcomes.
Overview
5
5
years of post-secondary education
18
18
years of professional experience
Work History
Client Success Manager
LRN Technology and Content Solutions Pvt. Ltd
01.2018 - Current
- Account Management – Build and maintain relationships with enterprise accounts post transition from Sales. Ensure client has full access to contracted solutions, resources, and trainings to adopt and achieve client goals. This entails project discovery, onboarding, custom trainings, monitoring adoption and periodical reviews.
- Onboarding – Lead and oversee onboarding of new clients onto the platform. This entails coordination with the sales team, program management team and content team to ascertain scope and associated timeline. Expectation setting for both, internal and external clients. Lead development and delivery of the program to ensure a seamless launch.
- Account Growth - Assess opportunities to grow and expand offerings within client accounts. Work with administrators and key stakeholders in the client organization, provide solutions that will increase adoption and expand existing suite of solutions.
- Advocacy – Establish and act as a liaison for the client and cater to their requirements and expectations over the length and breadth of solutions purchased. This includes ensuring their support issues are addressed and closed within SLA, their input on platform features/tools or requests for enhancements are registered, vetted, and implemented by the product team. Providing updates and progress of such requests and the general product roadmap.
Client Advocate
Novi Digital Entertainment Pvt. Ltd, Hotstar
Mumbai
02.2017 - 12.2017
- Client Experience Management Responsibilities.
- Core member of the in-house Client Experience Team (Email and Social Media).
- Induction and certification of new recruits.
- Training and monitoring learning curve of aligned trainees.
- Quality Control and CSAT Analysis.
- Escalations and Complaints.
Area Manager
Think & Learn Private Limited
Mumbai
10.2015 - 01.2017
- Manage Pre-Sales and Post-Sales 360-degree client support and satisfaction.
- Manage a core team of support and admin executives to ensure smooth backend operations for Mumbai.
- Responsible for email and phone helpdesk team set up for the app by making sure procedures, protocols and SLAs are strictly adhered to and handling escalated cases.
- Meeting the management of schools to conduct presentations, demos & pilots for the communication app Infinite Student.
- Responsible for end-to-end implementations, stakeholder training and orientations.
Area Manager
Harness Education and Learning Technologies Private Limited
Mumbai
07.2015 - 10.2015
- Conducting demos and pilots for Harness's flagship product – UNIO.
- Responsible for pre-sales and post-sales support, training and implementation.
- Provide thought partnership and consumer behavior insights across the education industry, including the international market, to shape Harness's segmentation, targeting and positioning strategies.
- Provide exemplary post-purchase client service and support and maintain strong customer relationships.
Senior Associate
Willis Processing Services, Private Limited
Mumbai, India
12.2010 - 07.2015
- Regional Representative for Clients in Manchester & Leeds.
- Seconded to UK in 2012 to work closely and support CS executives, Account Directors, Risk & Loss Managers.
- Subject Matter Expert for Invoicing.
- Billing for complex clients involving multi-taxes, multi-insurers and multi-clients on the Acturis system.
- Main point of contact for BU and Accounting onshore and offshore teams to resolve and execute, high value, complex and escalated billing issues.
- Member of ‘Project Skyline' training team, which was a group level initiative concerned with revamping the whole organizational structure.
Senior Insurance Executive, Insurance Associate
Capita Offshore Business Services Pvt. Ltd, Mumbai
Mumbai
02.2008 - 12.2010
- Processing and paying out claims.
- Communicating with Financial Advisors, Solicitors and Clients.
- Handling complaint and escalated calls
Senior Shift Leader
Cavim Hospitality
Mumbai
02.2007 - 10.2007
Senior Captain
Royal China Restaurant
Mumbai
10.2003 - 12.2006
Steward
Silk Route Pan Asian Restaurant
Mumbai
06.2002 - 08.2003
Education
Post-Graduation Diploma - Management in Service Excellence
Welingkar Institute of Management, Research And Development
Mumbai 03.2015 - 03.2017
Bachelor of Arts - English Literature
M.K University
Distance Learning 01.2001 - 01.2003
Certificate in Craftsmanship Course in Food And Beverage Service - Hotel Management
IHM
Mumbai 03.2001 - 09.2001
Skills
Client Onboarding/Servicing
Timeline
Client Success Manager
LRN Technology and Content Solutions Pvt. Ltd
01.2018 - Current
Client Advocate
Novi Digital Entertainment Pvt. Ltd, Hotstar
02.2017 - 12.2017
Area Manager
Think & Learn Private Limited
10.2015 - 01.2017
Area Manager
Harness Education and Learning Technologies Private Limited
07.2015 - 10.2015
Post-Graduation Diploma - Management in Service Excellence
Welingkar Institute of Management, Research And Development
03.2015 - 03.2017
Senior Associate
Willis Processing Services, Private Limited
12.2010 - 07.2015
Senior Insurance Executive, Insurance Associate
Capita Offshore Business Services Pvt. Ltd, Mumbai
02.2008 - 12.2010
Senior Shift Leader
Cavim Hospitality
02.2007 - 10.2007
Senior Captain
Royal China Restaurant
10.2003 - 12.2006
Steward
Silk Route Pan Asian Restaurant
06.2002 - 08.2003
Certificate in Craftsmanship Course in Food And Beverage Service - Hotel Management
IHM
03.2001 - 09.2001
Bachelor of Arts - English Literature
M.K University
01.2001 - 01.2003
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