Sarika Saxena
Partner Manager
NEW DELHI
Summary
Profile
Highly accomplished Partner Manager with over 10 years of experience in customer service and partner management. Proven track record of driving exceptional customer experiences by effectively managing and nurturing vendor relationships. A strategic thinker with a strong focus on collaboration and delivering results. Demonstrated expertise in identifying opportunities for process improvements and optimizing partner performance. Adept at building and leading high-performing cross-functional teams to achieve business goals. Excellent communication, negotiation, and problem-solving skills.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
5
5
Certifications
Work History
Assistant Partner Manager
Adobe Inc.
Noida
02.2021 - Current
- Managed a diverse portfolio of vendors, indirectly managing a team of 150+ vendor employees responsible for customer service and operations.
- Spearhead vendor management efforts, ensuring seamless alignment with customer experience objectives.
- Developed and implemented key performance metrics to measure vendor performance, regularly monitoring and providing feedback for improvement.
- Collaborated closely with internal stakeholders to align vendor strategies with business objectives and foster effective partnerships.
- Conducted negotiations, contract renews, and ongoing contract management with vendors to ensure service level agreements.
- Drove process improvement initiatives, optimizing vendor performance, and enhancing operational efficiency.
- Lead cross-functional teams in executing projects, ensuring timely delivery and customer satisfaction.
- Managed Employee engagement for consecutive 3 years
Lead, Partner & Technical Support
Adobe Inc.
Noida
07.2019 - 01.2021
- Supervised team of 20 FTEs and 50 vendor support representatives, ensuring efficient handling of customer inquiries and timely resolution of technical issues.
- Implemented process improvements to optimize customer support workflows, resulting in increased efficiency and customer satisfaction.
- Collaborated with cross-functional teams, including product development and engineering to identify and resolve complex technical issues.
- Evaluated and supported changes for design, development and maintenance of Adobe Imaging applications.
- Conducted regular training sessions to enhance technical skills and product knowledge of the support team.
- Acted as an escalation point for high-priority and escalated customer issues, ensuring prompt resolution and customer satisfaction.
- Trained 200+ employees on how to deliver WOW Customer Experience
Senior Technical Support Engineer
Adobe Inc.
Noida
01.2016 - 12.2019
- Developed and maintained comprehensive knowledge base articles, troubleshooting guides, and FAQs to assist both customers and support team.
- Analyzed support data and generated reports to identify trends, patterns, and opportunities
- Partnered with content teams to work on top 10 issue drivers resulted in 20% deflection of support volume
- Assisted in the selection and onboarding of new technical support team members.
- Worked directly with cross functional teams in rollout and post-rollout stages to train and support new applications and systems.
- Documented faults and bugs for referral to development staff for use in updates.
Technical Support Engineer
Adobe Inc.
Noida
05.2014 - 01.2016
- Provided technical assistance to customers via phone, email, and chat, troubleshooting software issues.
- Managed to take over 20 conversations per day.
- Assessed and prioritized customer issues, resolving them in a timely and efficient manner.
- Collaborated with cross-functional teams to escalate and resolve complex technical problems.
Technical Support Engineer
Quatrro Global Services Pvt. Ltd.
Gurugram
04.2013 - 04.2014
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
Education
MBA - Operations Management
Narsee Monjee Institute of Management Studies
Pune 04.2016 - 10.2018
Bachelor of Technology - Computer Science
Kurukshetra University
Kurukshetra 09.2008 - 10.2012
Skills
Partner Relationship Management
Certification
Adobe Certified Expert in Lightroom 5
Timeline
Certified Scrum Master
01-2022
Assistant Partner Manager
Adobe Inc.
02.2021 - Current
Lean Six Sigma Green belt
06-2020
Lead, Partner & Technical Support
Adobe Inc.
07.2019 - 01.2021
Adobe Certified Expert in Lightroom 5
07-2018
Leading @ Adobe- Foundation of Leadership Program
04-2018
MBA - Operations Management
Narsee Monjee Institute of Management Studies
04.2016 - 10.2018
Senior Technical Support Engineer
Adobe Inc.
01.2016 - 12.2019
Digital Marketing from Edupristine
09-2015
Technical Support Engineer
Adobe Inc.
05.2014 - 01.2016
Technical Support Engineer
Quatrro Global Services Pvt. Ltd.
04.2013 - 04.2014
Bachelor of Technology - Computer Science
Kurukshetra University
09.2008 - 10.2012