Sagun Sharma

• Joined the Integrations Solutions function within the Customer Success team, with a primary focus on enterprise client accounts at inFeedo.
• Lead technical discovery alongside the sales team with prospective clients to evaluate the integration capabilities of the employee engagement product across HRMS platforms and communication channels.
• Provide post-sales technical support for clients experiencing issues or seeking guidance on product usage, ensuring satisfaction, and fostering long-term relationships along with the Customer Success Managers.
• Partner with Product and Engineering teams through weekly roadmap reviews to identify new feature opportunities, translate customer feedback into product requirements, and influence the prioritization of enhancements that improve adoption, outcomes, and ROI for enterprise customers.
• As a senior resource in the startup, drive continuous process improvement by identifying operational gaps, mentoring team members, and improving team efficiency through the effective utilization of individual strengths.

Worked as a Solution Engineer as part of the Solution Engineering India team at Infobip, key responsibilities included:

• Collaborate with account managers and customer growth executives (CGEs) to conduct tailored SaaS product demonstrations, addressing customer needs and pain points to build business use cases.
• Translate customer requirements into clear technical specifications, ensuring seamless transition from pre-sales to implementation, responsible for end to end customer onboarding starting from client discovery call till the solution goes live.
• Addressing pre-sales customer inquiries, offering technical advice and ensuring all technical requirements are fully understood and addressed ; create and share Scope of Work (SOW) documents with clients, along with commercials.
• Understand the chatbot persona and create conversation flows catering to the specific persona.
• Designing and developing the end to end journey of chatbot solutions for leading companies, hospitals and prestigious government organizations, keeping the design best practices in mind and using the in-house product at Infobip.
• Integrate the chatbots with APIs and services to retrieve and process data from external sources/customer CRMs.
• Provide detailed trainings and hand-holding to customers to walk them through the solution during UAT sessions and post go-live.
• Keep oneself updated on the latest features being added in product releases and educating existing clients on the same.

Achievements:

1. Designed and implemented a multi-use case Whatsapp Chatbot for the world's leading soft drink company, designed in 9 regional Indian languages, where users scan a QR code printed on the soft drink bottle redirecting them to the chatbot, where they consume content and win vouchers. This campaign proved to be the client's biggest campaign globally, witnessing huge amount of daily traffic; it was well advertised by many celebrities and social media influencers in India.

2. Delivered a bi-lingual chatbot for a Delhi Govt. organization within the first month of joining the company as my first project, which was inaugurated by the Deputy CM of Delhi with full media coverage.
3. Built a very complex chatbot for a high-profile hospital chain for test selection and appointment booking.

4. Created detailed design prototypes in Whatsapp Thread Builder so that clients can get a look and feel of the chatbot solution way before the actual solution is delivered.
5.. Building chatbots on multiple channels like Whatsapp, RCS, GBM and LiveChat for different domains like healthcare, e-commerce and consumer appliances.
6. Award holder for exceptional performance in Q1 and Q3 2023.

• Worked as a technical SME for DRYiCE Lucy team, responsible for developing chatbots and virtual assistants for leading companies and banks.
• Delivered multiple POCs involving integrating the chatbot with ServiceNow, LiveStation(helpdesk), SucessFactors, Digibar and Condeco and healing stations.
• Hands-on experience in NodeJS, REST API, Javascript, Microsoft Azure and IBM Cloud. Created dialog flows for chatbots using IBM Watson.
• Involved in multiple R&D tasks.
• High performance individual capable of delivering work within tight deadlines.
• Collaborated with multiple teams and product owners to deliver best quality product, catering to customized client requirements.