Saurabh Pal
Manager Support, Customer Success
Noida
Summary
I am Saurabh and I have 10+ years of experience working in fast paced hyper growth startup environments. I am a true Customer Happiness enthusiast at heart. I grew up in a business background which taught me very early on that keeping your customers happy and successful is supremely important for your success. I am continually looking to learn, very curious, adaptive to work with diverse teams and give my best shots under pressure.
Overview
12
12
years of professional experience
Work History
Manager Support
Appy Pie LLP
Noida
09.2016 - Current
- Five and half years of experience in the technical support for SAAS Business Model.
- Managing 10 people in a team who provides support to users on chat and call.
- Created, prepared and delivered reports to various departments.
- Monitored employee and customer interactions to assess quality of service.
- Prepared employee schedules for maximum coverage during key hours.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Build relationships with assigned users, help them with issues, and continually delight them with a positive, user-centric attitude. Provide proactive strategy with their assigned customer accounts.
- Work with users to ensure they are leveraging effectively and finding value in our services.
- Become an expert in and educate customers on the use and benefits of our products.
- Work closely with Sales, Support, Billing, Product and other Technical teams to ensure an exceptional customer experience and take care of any customer issues.
- Work with other program managers to identify risks and opportunities across multiple projects within the department
- Being a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
- Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.
- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
- Maintain a revenue base by managing account retention and renewal.
- Drive upgrade revenue through increased product adoption and increased usage.
- Achieve monthly goals set by the company.
- Provide product training to new employees to the organization.
- Work on Monthly MRR (Monthly Recurring Revenue) Growth.
- Working closely with Mobile Application Developer.
- Preparing detailed requirements of user requirement or expectation
- Working on client issues regarding mobile applications.
- Gathered customer requirements and worked with product development teams to implement changes based on feedback
- Proposed marketing strategy ideas to optimize the daily issues on DIY (Do it by yourself) Platform.
- Zoho CRM for ticketing and replying to clients for support stuff.
- Beta Testing of new features of Mobile Application.
- Established and maintained relationships with mobile app clients.
- Working with custom app development clients and coordinating with the development team for project progress.
- Using Base camp tool for custom project progress coordinating with the project manager, designer, and developers.
- Weekly follow-up for all ongoing projects and providing an update to clients and taking feedback for progress and sharing those progress to respective teams.
Sr. Search Engine Consultant
Profit by Search (ONS Interactive Pvt Ltd)
Noida
08.2012 - 07.2016
- Team in understanding client requirements, assisting team members and bug fixing on several client websites
- Coordinating with inhouse team and client and worked as single point of contact between customer and inhouse team ensuring delivery of service timely
- Analyse, optimise, and grow SEO traffic and revenue for business
- Execute SEO strategy to meet revenue goals and traffic objectives
- Conduct site-wide SEO audits, competitive benchmarking, and GAP analysis on an ongoing basis
- (Keywords, positioning planning, Brand and Non-Brand Keywords)
- Link Builder (Contextual, Article Posting)
- On Page Dynamic and Static Content Optimization
- Lead on-page and off-site SEO initiatives
- Prepare weekly SEO reports, Sales performance, product, traffic or other performance reports
- Conduct research and analyses using multiple tools, including Adobe Analytics, Moz, Keyword search, Kibana etc., to draw insights and develop new strategies for improving rankings and conversions
- Page Speed, Server behaviour (section wise) analysis, json-ld, cross channel validations check
- Web, m-web & AMP pages (Banners & Other web-based elements) technical seo audits
- SEO Projects based on consumers behaviour, searches and competitors
- Worked On SEO Tools:- Google Webmaster, Google Analytics, Google AdWords (Keyword Research),
- Rank watch, Ahrefs, Screaming Frog, SEMrush
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Used coordination and planning skills to achieve results according to schedule.
- Worked with customers to understand needs and provide excellent service.
- Proved successful working within tight deadlines and fast-paced atmosphere.
Digital Marketing Manager
CreativeLipi WebTech Pvt Limited
Noida
03.2012 - 08.2012
- Worked on www.financeinquiry.com and helped team in achieving On-page SEO and Off-page SEO and assisted content writers providing updated search friendly content.
- Spearheaded client meetings to determine project needs and professional requirements and identify correct course of action enhance client success.
- Administered marketing calendar and posted new content to coincide with new product and service releases.
- Created social media content with consistent content and tone.
- Drove cross-functional collaboration with focus on quality service delivery.
Sr. SEO Executive
www.trafficwala.com (Parent Company eWebguru.com)
Dehradun
10.2009 - 02.2012
- Liaised with clients during pre-sales work and throughout active campaigns.
- Researched and implemented search engine optimization recommendations.
- Completed keyword research to target clients based on keyword targeting.
- Optimized copy and landing pages for search engine marketing purposes.
- Worked with development team to properly implement SEO best practices on newly developed code.
- Utilized search engine optimization and emphasized importance of link building.
- Recommended changes to website architecture, content and linking to improve SEO positions for target keywords.
- Meetings, Report Generation on month on month basis to get the target set as per customer requirement.
- Developed and implemented quality link-building strategies.
GISTrainee
GIS, Survey of India
Dehradun
08.2004 - 07.2005
- GIS CENTRE, SGO (Survey of India) Dehradun, have done Training in Integrated Digital Mapping for Design & Development
- Digitization of Maps
- Topo Sheet Optimization
- Digital Mapping of Old Maps
- Worked on tool like Bentley Microstation and ArcGIS in optimizing raw maps digitally.
Education
MCA - Computer Applications
GBPEC
Pauri Garhwal, Uttarakhand 04.2006 - 06.2009
BSc - Statistics
DAV PG College
Dehradun, Uttarakhand 06.2001 - 06.2004
GNIIT diploma - Software development
NIIT
Dehradun India 04.2001 - 03.2004
Senior School Certificate -
KV OFD
Dehradun, India 04.2000 - 04.2001
Skills
Software as a Service
undefinedTimeline
Manager Support
Appy Pie LLP
09.2016 - Current
Sr. Search Engine Consultant
Profit by Search (ONS Interactive Pvt Ltd)
08.2012 - 07.2016
Digital Marketing Manager
CreativeLipi WebTech Pvt Limited
03.2012 - 08.2012
Sr. SEO Executive
www.trafficwala.com (Parent Company eWebguru.com)
10.2009 - 02.2012
MCA - Computer Applications
GBPEC
04.2006 - 06.2009
GISTrainee
GIS, Survey of India
08.2004 - 07.2005
BSc - Statistics
DAV PG College
06.2001 - 06.2004
GNIIT diploma - Software development
NIIT
04.2001 - 03.2004
Senior School Certificate -
KV OFD
04.2000 - 04.2001
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