Shivam Jha

Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.

• Manager of the Month - March '24.
• Salesperson of the Month - October '19, December '19 , March '19.April 19
• Innovation Award in - December '23.
• Change Management Excellence Award - April '21.
• Retention Champion Award - April '19.

• Trained 500+ New candidates for Sales ,Post Sales ,Counselling and Product Expert roles
• Leading a 15-member team of Product Experts with 2 Team Leaders , serving 5k accounts.
• Supervised a team of 6 Customer Success Representatives overseeing a portfolio
• Handelled a team of 12 people and worked on revenue generation for various customers

• Efficiently onboarded, adopted, and retained key accounts with an 85% resolution rate and 52% annual amount retention.
• Established and tracked KPIs and metrics to measure team performance and effectiveness, achieving a 14% improvement in retention rate(from 38% to an outstanding 52%).
• Achieved a 91% Service Level Agreement (SLA) compliance rate, leading to increased customer satisfaction levels and raising the Customer Satisfaction (CSAT) score from 61% to 87%.
• Generated a monthly revenue of by adeptly employing upselling, cross-selling, and advance payment collection strategies. Successfully mitigated the risk of late or non-payment on 20% of accounts, culminating in a notable boost in Customer Lifetime Value (CLV)
• Effectively oversaw the implementation of the Issue Resolution Team (IRT) to address customer concerns, worked closely with the collection team, boosted revenue on retained accounts by 5%, and enhanced cash flow.
• Totalling 17 Crore INR for SaaS products like Epic, Tynker, Byju's, Osmo and Whitehat Junior, thus elevating customer satisfaction and problem-resolution capabilities.
• Conducted quarterly performance evaluations and provided personalised feedback to each team member, leading to a 10% increase in revenue retention and a 25% reduction in employee turnover.
• Spearheaded a major research project and created an Issue Tree Framework with cross-functional collaboration and customer feedback - RCA(Root Cause Analysis) - resulting in a 40% improvement in capturing actionable insights on churned customers.
• Achieved a Net Promoter Score of 7, a testament to customer usage and engagement.
• Maintained detailed client records within Zendesk/Freshdesk and ensured well-organized account management in CRMs like LeadSquared and Salesforce.

• Leadership Development & Training Program, This program is structured around Group training, Individual Coaching, Self Analysis and a 360-degree feedback process.
• Data Privacy and Protection Awareness, Certified to raise awareness about online privacy and educate individuals on protecting their personal information.

• English, Intermediate
• Hindi, Native

CRM Transition | Change Management, 01/2021 - 03/2021 Salesforce User Story Logs, 10/2022 - 01/2023