Summary
Overview
Work History
Education
Skills
Certification
Interests
Accomplishments
Timeline
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Saurabh Rana

Saurabh Rana

Assistant Manager
Noida,Uttar Pradesh

Summary

Results-driven Manager with over 7 years of experience in the SaaS industry, specializing in managing and growing high-value accounts across the US and EU. Expertise in fostering strong relationships and adopting a trusted advisor approach, complemented by solid technical acumen. Proven track record of driving product adoption, achieving exceptional retention rates, and identifying strategic expansion opportunities. Committed to delivering measurable results and enhancing client satisfaction through innovative solutions and proactive engagement.

Overview

7
7
years of professional experience
6
6
Certifications
2
2
Languages

Work History

Assistant Manager

Aptara
Noida
03.2024 - Current
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Guided clients through the technical onboarding process , including platform configuration, and successful integration with existing workflows.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
  • Collaborated with engineering and support teams to troubleshoot and resolve complex technical issues , maintaining a 95% client satisfaction rating.
  • Served as the voice of the customer, collecting and synthesizing client feedback to inform product roadmap decisions, and new feature development.
  • Developed and delivered training sessions on new product features and best practices, empowering client teams to maximize their use of the platform.

Project & Client Manager

Radiant Techlearning
Noida
05.2023 - 03.2024
  • Company Overview: Radiant Techlearning is a Learning and Development, IT consulting, and SaaS product-based company focusing on the B2B and B2C market segments across the globe.
  • Managed a portfolio of U.S.-based , high-value accounts, serving as the primary point of contact from onboarding through renewal.
  • Defining the project charter, SOW, setting up deadlines, and ensuring that the projects are executed within the given timeframe with proper usage of estimation techniques.
  • Led quarterly business reviews (QBRs) to align on strategic goals, showcase product value, and identify opportunities for account expansion.
  • Acted as a Customer Support Manager for features and functionalities related to the LMS (SaaS-based platform).
  • As a Product Support Expert , I was responsible for client onboarding, user management, course allocation, troubleshooting, creating learning pathways, and educating clients on product updates.
  • Played a key role in resolving clients' tickets and queries.
  • Understanding and addressing clients' concerns regarding the product via prompt emails and follow-up calls.
  • Involved in creating various SOPs and supporting documents for recurring common issues.
  • Created a new strategy as per the market standards to take the company forward.
  • Projects Managed: eLearning, Website Development, Digital Marketing, Operational Work, Partnerships, and Market Research.

Associate Project Manager

Aptara Corp
Noida
12.2021 - 05.2023
  • As a part of the PMO, I was involved in planning, organizing, and leading my team to deliver the projects within the given timeframe using a combination of Waterfall and Agile methodologies.
  • Acted as the primary point of contact for technical inquiries and issues, working with internal support teams to troubleshoot and resolve complex problems efficiently.
  • Identified and capitalized on expansion opportunities within existing accounts.
  • Maintained detailed and accurate records of client interactions, technical configurations, and account health within Salesforce.
  • Monitored progress of projects through regular status updates, identifying potential issues and taking corrective actions when necessary.
  • Participated in continuous improvement efforts within the organization by contributing ideas for process enhancements based on lessons learned from previous projects.
  • Supported senior project managers in executing complex initiatives by performing research, data analysis, and presentation preparation tasks as needed.
  • Generated weekly and monthly status reports for helpful progress tracking.

Assistant Officer (Operations & Product Support)

Techno Auto Components
Gurgaon
01.2019 - 01.2021
  • Organized and maintained confidential files, safeguarding sensitive information and promoting privacy.
  • Coordinated regular staff meetings which led to an increase in employee satisfaction.
  • Collaborated with team members to achieve shared goals, fostering a positive work atmosphere.
  • Identifying the client's requirements based on our product, cross-selling, and upselling whenever needed.
  • Enhanced customer service by streamlining processes and providing timely assistance to clients.
  • Developed professional relationships with clients through excellent communication skills both verbally and written correspondence.
  • Delivered timely, rigorous, and friendly support to the client to ensure a positive client experience.
  • Gathered, organized and input information into digital database.
  • Maintained database systems to track and analyze operational data.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.

Education

M.COM -

College of Vocational Studies, IGNOU
New Delhi
01.2018

B.COM HONS -

Sri Venkateswara College, Delhi University
New Delhi
01.2016

High School Diploma -

Kendriya Vidyalaya
New Delhi
03.2014

Skills

  • Client relationship management

  • Proficient in HubSpot

  • Team leadership

  • Stakeholder collaboration

  • Proficient in MS Office

  • Power BI proficiency

  • Client relationship growth

  • Effective communication

  • Adaptable to new software

  • Experience with Salesforce

  • Client relationship management

Certification

Agile Scrum Master

Interests

Photography, Traveling, Fitness Enthusiast, Watching Anime, Reading Manga, Leadership

Accomplishments

  • Most Valuable employee for completing the most amount of Triages.
  • Bought back HONDA MOTORS as our customer.
  • Perfect record of completing out the MSFT Projects.
  • Delivered the highest amount of projects with minimal escalations during the peak period.
  • Employee of the Quarter Award (Q2, Q3) for delivering excellent customer service & Product Support.
  • Spearheaded strategic partnerships for Radiant to diversify & expand Business opportunities.
  • Increased overall client satisfaction score.
  • Successfully onboarded and retained the company's largest US-based clients for Radiant.
  • Recognized with the "Customer Success Excellence" award.

Timeline

Assistant Manager

Aptara
03.2024 - Current

Project & Client Manager

Radiant Techlearning
05.2023 - 03.2024

Associate Project Manager

Aptara Corp
12.2021 - 05.2023

Assistant Officer (Operations & Product Support)

Techno Auto Components
01.2019 - 01.2021

High School Diploma -

Kendriya Vidyalaya

M.COM -

College of Vocational Studies, IGNOU

B.COM HONS -

Sri Venkateswara College, Delhi University

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Saurabh RanaAssistant Manager