Smitha L K

• Managed client onboarding process, ensuring that their expectations and goals were fully met
• Developed new customer training sessions, conducted webinars and workshops for new client
• Help drive adoption and maintain top accounts with key stakeholders
• Generated analytical utilization reports to influence renewal business and drive user adoption
• Collaborate with product development and sales teams to identify areas of need for upsell/cross-sell opportunities.
• Maintain over 120 customer accounts and manage a rotating portfolio of new clients to ensure a successful implementation and application of software.
• Listened to client feedback to identify different market trends and help product management develop road maps that lead to success.
• Responsible for creating, organizing, and presenting project scope for new clients.

- Develop internal processes around QBRs, NPS surveys, and delivery of projects to enhance Customer Success

My responsibilities involved:

• Managing client integration and onboarding process
• Coordinating between internal cross-functional teams
• Reduced Time to Revenue Recognition and provided customers with a fast and effective on-boarding experience
• Documented Integration Processes and Best Practices for great customer experience
• Analyzed data and produced insights using internal Analytical tool named chartio
• Been the “Post Sales Relationship Manager” & “Trusted Advisor” for our Customers with a focus on Adoption, Retention & Experience
• Understanding & Aligning with Customer’s Business Objectives, their basic environment, Roadmap, Pain Points to Strategize their Success
• Deliver Quarterly Reviews, Product Updates, Check-in’s etc via Emails/slack or Calls
• Work closely with Product and Engineering on identification and tracking of enhancement requests and bugs
• Be the customer’s advocate for feedback and changes into the functional areas they impact
• Track accounts to identify churn risk and work proactively to eliminate that risk
• Proficiency using Microsoft Office (Word, Excel, Outlook)
• Experience in CRM's like Hubspot and Salesforce
• Experience in ticketing systems like JIRA, Asana

Responsibilities included:

• Build positive and productive relationships with clients for business growth
• Schedule regular meetings, discussions, teleconferences to strengthen the relationships
• Interact with Clients (CXO’s, L&D team, procurement teams) on a daily basis to understand their requirements, and analyze possible solutions, and work with the team to further enhance their product experience
• Helped the team in streamlining the complete process for a strategic flow of work, also making sure if the deadlines are met by the team
• Developing various dashboards using Excel to create intuitive dashboards to generate weekly/Monthly/Annual reports and quarterly team/Individual performance
• Led seminars and was the single point of contact for the same , which involved responsibilities to promote, track, analyze and facilitate the events