Shruti Nair

• Streamlined operational workflows to enhance efficiency across departments.
• Led cross-functional teams to implement process improvements and optimize resource allocation.
• Developed and enforced standard operating procedures to ensure compliance with industry regulations.
• Analyzed performance metrics to identify areas for improvement and drive strategic initiatives.
• Collaborated with senior leadership to align operations strategy with organizational goals.

• Company Overview: Kenyt.AI is a SaaS based company whose product is a conversational customer engagement platform, helping businesses to deeply engage with their customers through a high quality human-like experience.
• Team Management: Lead a team of 10 Customer Success Managers (CSM) and help and ensure training and guidance is provided to hit individual and team goals on a month-on-month basis.
• Customer Relationship Management: Worked on the development, implementation and maintenance of customer relations for over 300+ customers across regions of India, Middle East and UK.
• Customer Success Strategies: Analyze customer data and feedback to identify trends and areas for improvement, and make recommendations for product enhancements or process improvements.
• Stakeholder Management: Collaborate with cross-functional teams, including sales, marketing, and product, to align on customer priorities and ensure a seamless customer experience. Collaborated with the product team to prioritize feature requests and bug fixes based on customer feedback and usage data.
• Customer Escalation Matrix: Identify and resolve any issues that customers may be experiencing, ensuring that they are resolved in a timely and satisfactory manner.
• Process Creation and Improvement: Strategized and built processes for client onboarding, retention and churn prevention.
• Customer Health and Performance: Closely monitor customer health and performance metrics, identifying any trends or areas for improvement and taking action to address them.

Key Achievements:

• Managed retention and upsell of enterprise accounts across India and Middle East markets like AIG Hospitals, Eicher Tractors, Dr Batra’s, King’s College Hospital Dubai, International Schools Partnership, and others to increase profitability for the organization.
• Averted churn and maintained retention of accounts to maintain churn % at < 10% throughout verticals of real estate, healthcare, education, automotive.

• Company Overview: Deep Red Ink is a digital marketing agency that helps businesses in various services like branding, customer experience, website development, content marketing and others. Deep Red Ink combines insight driven communication and the know-how of technology to help businesses create an impact amongst their consumers in the digital world.
• Understanding business requirements: Maintaining regular contact with clients to be able to assess their needs appropriately and develop business opportunities.
• New business: Set up new accounts, increasing the company’s accounts.
• Cross-functional workability: Collaborating with the cross functional teams to create new opportunities for the selected clients.
• Strategic support: Provide strategic marketing support that will result in growth for both client and the agency.
• Team Management: Managed team of developers, content writers, and designers to handle entire web development process for multiple clients.
• Customer experience: Maintaining a high level of communication with all clients to build consultative relationships with the clients for better customer experiences.
• Team planning: High level of planning and prioritizing skills to manage a varied and pressurized workload within the team.

Key Achievements:

• Delivered a high-performance website for Indian School of Business flagship publication website.
• Spearheaded the prestigious Indian School of Business 10K Women Ambassadors Programme website in short turnaround time which resulted in positive feedback from the ISB team.

• Company Overview: Shoptimize is an organization that helps setup businesses create an online portal and presence by setting up their ecommerce stores. Shoptimize provides the ideal end-to-end e-commerce solution that includes the creation of the online store, mobile apps, integration with payment gateways and logistics, generating traffic to the online store and driving conversion to actual orders.
• Requirement Elicitation: Interacting with clients in order to understand their expectations and translate these expectations into requirements and communicate them to the team.
• Medium between clients and company: Acting as a medium between the clients and the internal teams, handling all communication between the two.
• Client Management: Building relationships with clients and making sure the project is handled exactly as per their needs and requirements.
• Decision making for additional requirements: Guiding the client by providing insight into available functionalities and workings of the final working website. Additionally, decision making for various requests made by the client that may benefit overall website performance, based on the feasibility of the required functionality.
• Quality Assurance: Conducting a thorough QA after the development team’s rudimentary QA to ensure that no glitches or bugs were rendered on the final website.
• Design feedback and walkthroughs: Ensuring all elements on the website are designed in a way as to attract maximum traffic and is aesthetically pleasing to the users visiting the website before the website goes live.
• Product demo: Providing training to the client about the backend workings and features of the entire system.

Key Achievements:

• Handled clients like Zippo, FNS International, SuperGummy, Lass Naturals, Rose the Watch Bar, Mister Event, Godskitchen.
• Took SuperGummy and Godskitchen to live status in short turnaround time in spite of several customization requests from client end.

• Company Overview: DiscountShop is an e-commerce firm which has been in the business of supplying authentic branded merchandise for over 15 years. Initially started as a business which provided discounts for large consignments, it has now become a company which carries out business in over 40 countries.
• Quality Assurance: Ensuring all products on the website/channels are transparent to the customer and any other details listed about products are not conflicting or contradictory.
• Introduction of new merchandise: Putting up new products on the website/channels that have become available from the website partners so that customers can buy the best brands and topmodels.
• Analysis of products on different channels: Analyze data to ensure sale of items on different channels are taking place, as well as analyzing price and stock to offer a competitive yet discounted price.
• Product and inventory management: Ensuring that there is no discrepancy in the back end regarding any stock on item that a client may order, updating stock whenever required.
• Customer Relationship Management: Co-ordinating and interacting with customers about their queries/clarifications, resolution of any specific issues.

Key Achievements:

• Increased sales and revenue by enhancing the website with the help of data analytics and product research.
• Handled marketplaces like Sears, Linio, Lazada, Newegg, CDiscount and Rakuten.
• Handled markets for different countries including US, France, Peru, Chile, Colombia, Malaysia, Indonesia, and the Philippines.

• Company Overview: ZocDoc is an online medical care scheduling service, providing free of charge medical care search facility for end users by integrating information about medical practices and doctors' individual schedules in a central location.
• Quality Assurance: Performed QA and QA audits for relevant daily workflows.
• Cross-functional training and support: Provided coaching and feedback during the training process to newly hired associates.
• Work allocation: Assigned tasks to every member of the team on a daily basis and ensure that the assigned tasks were completed.
• Metrics reporting: Effectively and accurately reported metrics on a regular basis.
• Liaison between different teams in different locations: Point of contact for workflows shared between New York and Pune, handled several collaborative meetings between two locations.
• Additional projects: Managed projects to improve upon current processes and guidelines individually as well as in a group.

Key Achievements:

• Set benchmarks for the team for several research-based processes.
• Processed maximum volumes consistently while maintaining good quality score.
• Moved up to the role of Senior Associate well before review period.