Shashank Shekhar Singh
Product Maanager
Vadodara
Summary
As an operations associate, directly engaged with end users to grasp their needs and challenges. Transitioning to Customer Success, I led teams in preparing for client interactions within enterprise accounts. This path naturally evolved into product management, leveraging skills in problem-solving, product strategy, and user-centric empathy and approach to deliver cohesive product experience.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Product Manager
Lyearn
6 2023 - Current
- Improved custom report usage by introducing definition for metrics and dimension for content consumption/searches/sessions etc, better UX and smart filtering logic - usage of report from UI increased by 40% (based on reporting access).
- Refurbished Home page for end users based on personalized usage of modules ensuring enhanced user experience.
- E2E ideated and managed life cycle of Microsoft Teams integration for sessions module.- increase in usage of sessions by 65 % (number of sessions).
- Defined strategic roadmap for new module for onboarding journeys ensuring a strong product positioning.
- Ensured better adoption ideated announcement module to help end users navigate through accurate module on Lyearn.
Manager, Client Success Manager
Lyearn
12.2022 - 6 2023
- Lead Success and Support Team, Created implementation processes to onboard 15000 + users for a client (Stakeholder management).
- Led successful project executions(Agile) from inception through product ideation to final deployment, consistently prioritizing and achieving high levels of customer satisfaction throughout each phase.
- Elevated MAU from 100-400 to 11,000 (HDFC Ltd), From 20,000 to 50,000+ users (Belcorp-latin america) by observing trends/ usage (Mixpanel) .
- Conducted competitive analysis to identify market trends and capitalize on emerging opportunities for growth - AI Capability for content creation.
Manager, Customer Success Manager
Digii
12.2021 - 12.2022
- End-to-End Project Management: Successfully managed projects from Kick Off to product ideation to Go Live ensuring customer satisfaction throughout lifecycle.
- Data-Driven Customer Success: Accelerated product adoption by analyzing key metrics, achieving 2% churn rate reduction and high Net Promoter Score (NPS).
- Enterprise Revenue Management: Drove revenue collection, renewals, and negotiations with enterprise partner clients, maintaining strong client relationships and stakeholder management at C-level.
Associate - Senior Associate (Customer operations and Success Team)
Mercer Mettl
12.2018 - 12.2021
- Global Client Relations & Training: Led product training sessions and sync-ups with Enterprise clients (Accenture, Microsoft), ensuring consistent and comfortable usage.
- Orchestrated projects and exams for top-tier universities and business schools, catalyzing 8x revenue surge in education domain
- Clients - leading B- School, Cambridge University, various IIM's.
- Developed tailored product decks showcasing use cases to address specific client needs and enhance understanding of product capabilities.
- Additional operational Revenue - Developed and implemented custom reports for daily assessments, providing critical insights.
Education
BE: Electronics and Communications Engineering -
Gujarat Technological University
Gujarat 04.2014 - 04.2018
Skills
- Stakeholder Management
- Critical path Method
- Relationship Management
- A/B Testing
- Communication Skills
- Agile methodology
- Zoho CRM, Excel, MixPanel, Notion, Lucid Charts(Flow- creation), Freshdesk
Timeline
Manager, Client Success Manager
Lyearn
12.2022 - 6 2023
Manager, Customer Success Manager
Digii
12.2021 - 12.2022
Associate - Senior Associate (Customer operations and Success Team)
Mercer Mettl
12.2018 - 12.2021
BE: Electronics and Communications Engineering -
Gujarat Technological University
04.2014 - 04.2018
Product Manager
Lyearn
6 2023 - Current
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