Sartaj Singh
Lead Customer Success & Implementation
Mohali,PB
Summary
Experienced and results-oriented manager with a robust background in the SAAS (Software as a Service) sector, showcasing exceptional leadership skills. Proven track record of elevating productivity levels, enhancing customer satisfaction, and bolstering revenue and sales figures. Dedicated to refining operational procedures and maximizing the potential of team members.
Overview
17
17
years of professional experience
Work History
Lead Success & Implementation
Vartopia
02.2021 - Current
- Led the team to deliver service excellence and consultative support for publisher strategy, road-map, and execution.
- Hired, trained, and managed a team of Customer Success Managers overseeing the full customer life cycle, on-boarding, Implementation, and growth.
- Worked with customers to ensure they leveraged solutions effectively and achieved success, engaging fee-based resources as necessary.
- Collaborated with internal departments like sales, marketing, and support to ensure revenue and customer satisfaction goals were met.
- Involved in running beta and pilot programs with early-stage products and samples.
- Developed success plans for customers outlining critical success factors, metrics for success, potential issues, and recommendations.
- Focused on reducing customer churn or attrition, upselling, and driving renewal revenue.
Manager Customer Success
Maropost
06.2020 - 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 - 06.2020
- 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 PVT LIMITED
02.2018 - 06.2019
- 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.
- 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.
Education
Bachelor of Arts - Arts
Panjab University
Chandigarh, India 05.2001 -
Skills
Leadership
Communication
Customer Relationship Management
Revenue Growth
Process Optimization
Team Management
Customer Advocacy
Cross-functional Collaboration
Change Management
Timeline
Lead Success & Implementation
Vartopia
02.2021 - Current
Manager Customer Success
Maropost
06.2020 - 02.2021
Sales Manager
Netsmartz PVT LTD
06.2019 - 06.2020
Business Analyst
TECHTIER IT SOLUTIONS PVT 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 of Arts - Arts
Panjab University
05.2001 -