Shweta Dubey

• Work closely with clients to define business strategies, implementation plans and road maps to achieve the goals with best practices
• Responsible for project management and delivering hyper-personalized digital experiences through omnichannel engagement for US/UK/SEA Region
• Reorganized project teams based on customer categories and reduced the backlog by 15%
• Increased customer satisfaction by 10% in year one by proactively managing customer relationships
• Provided product support to a customer that enhanced their teams’ efficiency by 40%
• Provided quick support and solutions to customers, reaching a steady 98% CSAT score
• Designing customer journey via CXA [ Customer Experience Automation] to facilitate completing every task, no matter how minute, with the least cognitive load possible.
• Enhanced company reputation by driving successful initiatives that addressed client pain points effectively.
• Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.

• Responsible for sales, marketing and product marketing functions in terms of prospecting, identifying and establish new clients
• Strategized and created business within the requisite and targeted markets to achieve book orders, sales and profit
• Led and grew a dynamic team of 8 members (6 CSM’s & 2 interns) to ensure full functionality and profitability of division
• Involved in the solutioning, creating statement of work (SOW) & the CRM /Marketing solution for the Retailers across different segment and verticals including Finance, Loans, healthcare, banking, Real Estate & Education
• Worked on Account Mining (Up selling and cross selling) to grow revenue from existing customer
• Achieved target by generating 15% revenue from existing base
• Account Churn/Attrition is less than 5%
• Worked as an implementation specialist to integrate with most core system across industries using API’s, allowing bi- directional information exchange and data capture
• Leading the Resource allocation, efforts allocation and documentation of customer success stories
• Supervise quarterly F2F meetings to share insights and establish an annual account strategy
• Involved in Pre-Sales Product Demonstration along with deep dive demonstration of the Tool to Prospects as to Support the Sales team in Conversion
• Managing the billing process on a monthly basis, working closely with the fellow Account managers to make sure the billing information is provided to the Finance team on time.

• Work closely with clients to define business strategies, implementation plans and road maps to achieve the goals with best practices.

• Build, own and maintain a healthy pipeline of opportunities across accounts.

• Stakeholder Management – plan annual product wise business revenue with each channel partner, understand the pain points at each POS and provide apt solutions.

• Appreciated by higher management & client for outstanding consulting in CRM and Loyalty vertical.

• Streamlined the process flow for Customer success Manager’s by having better BI tools and Analytics support.

• Provide solutioning basis of data segmentation, Customer pattern, customer lifecycle and big data analytics driven customer insight.

• Identification of new opportunities for risk diversification.

• Product Positioning and budgeting for various verticals.