Hi, I’m
Shubham Jain
Team Leader
Bangalore
Summary
Dedicated and results-driven Customer Success professional with 5+ years of experience in leading high-performing teams to deliver exceptional customer experience in the fintech banking industry. Proven track record of enhancing customer satisfaction, driving team's performance, and improving operational efficiency. Seeking a challenging Team Leader role in Customer Success to leverage my leadership skills and expertise in fostering client relationships, I am a team-oriented professional with expertise and cross-functional acumen in achieving operational synergies to deliver results as per the customer's requirements.
Overview
5
years of professional experience
14
years of post-secondary education
3
Languages
Work History
Amica Financial Technologies PVT LTD - JupiterBangalore
Team Leader - CRM Operations and Customer Success
01.2021 - 10.2023
Job overview
- Led a team of 36 Customer Success Advisors, providing coaching, mentoring, and performance feedback to optimize team performance.
- Developed and implemented customer success strategies to ensure customer retention and satisfaction.
- Collaborated cross-functionally with Tech, product and quality teams to address customer needs, resolve issues, and identify opportunities for product fixes to deliver the best customer experience.
- Conducted regular team huddles to discuss goals, challenges, and best practices, fostering a collaborative and motivated work environment.
- Analyzed customer data and feedback to identify trends, recommend improvements, and drive the development of new features to enhance the customer experience.
- Build SOPs from scratch to drive the smooth process.
- Assembled reports and presentations to share insights and recommendations with stakeholders.
- Developed questionnaires and facilitated focus group discussions.
- Generated reports to support development and implementation of marketing plans.
- Analyzed data to uncover insights and identify key opportunities to inform strategic decisions.
VA Tech Ventures PVT LTD - HappayBangalore
Senior Operations Analyst
07.2018 - 05.2020
Job overview
- Established and maintained strong relationships with key clients, ensuring their needs were met and exceeded.
- Provided product training and onboarding sessions for new clients, contributing to a smooth and positive onboarding experience.
- Acted as a primary point of contact for client inquiries, concerns, and escalations, resolving issues promptly and effectively.
- Collaborated with the product development team to relay customer feedback, leading to improvements in product features and usability.
- Provided Technical assistance to corporate users through Email, Call and Chat.
- Responsible for being first point of contact for incidents and service requests raised from end users.
- Ability to manage Fresh Desk responsibility and assigning ticket severity, prioritizing work accordingly, and collaborating with cross functional teams to resolve issues.
- Responsible for handling client requirement and taking utmost action to provide satisfactory resolution to the client.
- Following procedures, respond to request for assistance by providing information to enable users to resolves their problems.
- Able to probe right questionnaires to have a better understanding of client’s requirement.
- Responsible to maintain transparency communication between the client and internal team.
- Worked in a self-motivated environment with frequent changes in policies and procedures.
- Adhere to company’s policies and procedures.
Education
Acharya Institute of TechnologyBangalore
from Bachelor of Engineering-Mechatronics
08.2014 - 06.2018
Kendriya Vidyalaya No. 2, NHPCBanbasa, Uttarakhand
HSC from Physics, Chemistry And Mathametics
07.2003 - 06.2013
Skills
Freshdesk Ticket Management
Retool
Knowmax
Excel Expertise
JIRA
Customer Relationship Management
Team Leadership
Strategic Thinking
Interpersonal Skills
Communication
Adaptability
Project Management
Technical Proficiency
Account Management
Team Development
Performance Management
Time Management
Audit Management
Timeline
Team Leader - CRM Operations and Customer Success
Amica Financial Technologies PVT LTD - Jupiter
01.2021 - 10.2023
Senior Operations Analyst
VA Tech Ventures PVT LTD - Happay
07.2018 - 05.2020
Acharya Institute of Technology
from Bachelor of Engineering-Mechatronics
08.2014 - 06.2018
Kendriya Vidyalaya No. 2, NHPC
HSC from Physics, Chemistry And Mathametics
07.2003 - 06.2013