Shika Sneha

Customer Success & Account Management

• Customer Engagement: Regularly connect with customers via phone and email to provide expert guidance, support, and ensure ongoing satisfaction throughout their journey.
• Profile Management: Oversee and manage customer profiles, tracking progress, addressing issues, and ensuring a seamless and positive experience.
• Lead and Account Management: Efficiently handle and nurture internal leads, converting them into loyal customers through effective communication and follow-up strategies.
• Renewal and Upselling: Proactively manage the renewal process, securing new top-up services before the end of the client’s service term and identifying upselling opportunities.
• Operational Oversight: Monitor and optimize internal operations to enhance efficiency and align processes with customer needs.
• Cross-Functional Collaboration: Work closely with sales, marketing, and product teams to ensure alignment of strategies and successful project outcomes.

• Student Support: Provided dedicated support to students, addressing their academic and administrative inquiries to ensure a positive learning experience.
• Progress Monitoring: Regularly tracked and monitored student progress, identifying at-risk students and implementing intervention strategies to enhance their success.
• Resource Coordination: Coordinated with academic and administrative teams to provide students with the necessary resources and support services.
• Mentorship: Acted as a mentor and advisor, helping students navigate their educational journey and achieve their academic goals.
• Communication: Maintained effective communication with students through various channels, including emails, phone calls, and virtual meetings.
• Retention Strategies: Developed and implemented retention strategies to improve student engagement and reduce dropout rates.

• Client Support: Provided prompt and effective technical support to clients, addressing issues related to software and hardware systems.
• Problem-Solving: Demonstrated strong problem-solving skills to troubleshoot and resolve technical issues efficiently, resulting in increased client satisfaction.
• Team Collaboration: Collaborated with cross-functional teams to escalate complex technical issues and ensure timely resolution.
• Customer Satisfaction: Maintained good ratings from customers, reflecting high levels of client satisfaction.