Sartaj Singh
Lead Customer Success
Chandigarh
Summary
Goal-oriented manager with distinguished experience in SAAS industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Success & Implementation Lead
Customer, Sahibzada Ajit Singh
Nagar
02.2021 - Current
- Leading the team to deliver service excellence and consultative support for publisher strategy, road-map and execution
- Hire, train and manage a team of Customer Success Managers to oversee full customer life cycle, on-boarding, Implementation, and growth
- Work with the customers to ensure they are leveraging the solution and achieving success and engaging fee-based resources, as necessary
- Responsible for all the planning and execution strategies including gathering and prioritizing customer/product requirements
- Working closely with different internal departments like sales, marketing, support to ensure revenue and customer satisfaction goals are met
- Work with external third parties to assess partnerships and licensing opportunities
- Involved in running beta and pilot programs with early-stage products and samples
- Strong background working in a customer-facing environment and driving initiatives to improve customer satisfaction
- Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
Manager of Customer Success
Maropost
Mohali
07.2020 - 02.2021
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Sales Manager
Netsmartz PVT LTD
06.2019 - 07.2020
- Closed lucrative sales deals using strong negotiation and persuasion skills.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
Business Analyst
TECHTIER IT SOLUTIONS PRIV LIMITED
02.2018 - 06.2019
- Mohali
- Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions
- Leading ongoing reviews of business processes and developing optimization strategies
- Conducting meetings and presentations to share ideas and findings
- Performing requirements analysis
- Effectively communicating insights and plans to cross-functional team members and management
- Gathering critical information from meetings with various stakeholders and producing useful reports
- Working closely with clients, technicians, and managerial staff
- Ensuring solutions meet business needs and requirements
- Prioritizing initiatives based on business needs and requirements
- Serving as a liaison between stakeholders and users
- Managing competing resources and priorities
- Monitoring deliverables and ensuring timely completion of projects.
Customer Success Manager
authorGEN Technologies
04.2014 - 01.2015
- Proactively analyzing customer usage and experience data
- Working as an account manager and ensuring that the customers are happy with the product and all of their issues/queries are resolved satisfactorily
- Acting as an e-learning solution specialist and keeping abreast of the latest e- learning technology and industry trends
- Reducing customer churn or attrition, focusing on up-selling, and driving renewal revenue
- Maintaining the detailed customer communication data in a structured manner.
Technical Support Senior Associate
Dell International Services
01.2007 - 02.2014
- Provided product price information to customers.
- Greeted customers and offered assistance for increased customer satisfaction.
- Identified customer needs and wants to enhance customer experiences and boost sales.
- Managed customer relations through communication and helpful interactions.
- Monitored customer service metrics and performance indicators to identify areas of opportunity.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Spoke to customers in native language to increase loyalty and establish relationships.
Education
Bachelor's degree - Art/Art Studies, General
Panjab University
SGGS KLhalsa College Sector 26 Chandigarh 01.2003 - 05.2006
Skills
Account management
undefinedCertification
Certified Email Marketing Specialist
Timeline
Success & Implementation Lead
Customer, Sahibzada Ajit Singh
02.2021 - Current
Manager of Customer Success
Maropost
07.2020 - 02.2021
Sales Manager
Netsmartz PVT LTD
06.2019 - 07.2020
Business Analyst
TECHTIER IT SOLUTIONS PRIV LIMITED
02.2018 - 06.2019
Customer Success Manager
authorGEN Technologies
04.2014 - 01.2015
Technical Support Senior Associate
Dell International Services
01.2007 - 02.2014
Bachelor's degree - Art/Art Studies, General
Panjab University
01.2003 - 05.2006
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