Smrity
Chandigarh
Summary
Dynamic Product Manager with 3.5+ years of experience in enhancing customer success and driving ERP product innovation. Achieved a 20% increase in positive G2 reviews by successfully launching and improving products. Proficient in managing cross-functional teams, leading technical support initiatives, and cultivating strong client relationships.
Overview
8
8
years of professional experience
Work History
Product and Customer Success Manager
Xorosoft Inc.
11.2023 - Current
- Managed dual roles of Product Manager and Customer Success, effectively balancing product development and customer satisfaction, which led to a 15% improvement in product delivery timelines and a 25% increase in customer satisfaction scores.
- Led a cross-functional team consisting of 4 developers, 1 designer, and 2 testers to successfully deliver and build complex ERP system modules.
- Developed and executed product strategies, roadmaps, and feature prioritization based on customer feedback and market analysis
- Implemented customer success strategies to increase customer retention and satisfaction
- Supervised a team of 4 team leaders in technical support, providing strategic direction and overseeing daily operations. This leadership role included setting performance metrics, optimizing workflows, and implementing new support strategies.
- Enhanced customer satisfaction, reflected by a 20% increase in positive G2 reviews.
Customer Success Lead
Xorosoft Inc.
06.2022 - 11.2023
- Directed onboarding processes for new customers, ensuring a smooth transition and setup experience
- Analyzed customer usage patterns and provided actionable insights to the product development team to enhance product features
- Developed and maintained strong relationships with key customers, acting as their primary point of contact for any issues or feedback
- Collected over 20 positive G2 reviews, significantly boosting the company's online reputation
- Managed a technical support team of 12 members, focusing on enhancing service quality and operational efficiency. This involved training, performance evaluation, and fostering a collaborative environment. Under my leadership, the team achieved a 25% increase in first-contact resolution rates and a 30% improvement in customer satisfaction scores.
- Trained and monitored over 10 junior client support executives, developing training materials and mentoring them to enhance their skills.
Technical Support Executive
Xorosoft
10.2020 - 06.2022
- Provided technical support to customers, resolving issues promptly and effectively
- Collaborated with product teams to identify and resolve recurring technical issues, enhancing product stability and performance
- Conducted training sessions and created support documentation to assist customers in using the product effectively
- Implemented feedback loops to ensure continuous improvement in technical support processes
- Managed customer tickets and development tickets, ensuring timely resolution and client satisfaction.
Educator & Coach
Divine IAS Academy
06.2019 - 03.2020
- Designed and delivered a comprehensive curriculum focused on economics, current affairs, and IAS exam-related topics, customized to meet diverse student needs
- Introduced and implemented modern teaching methods, including interactive presentations, to enhance student engagement
- Led performance data to continuously improve teaching methods and course materials, ensuring better educational outcomes
- Embraced continuous improvement by staying updated with educational trends and adapting teaching strategies accordingly.
Educator & Coach
Oasis Hub Institute
06.2016 - 03.2020
- Prepared students for banking exams including general studies, mathematics, and reasoning
- Utilized interactive presentations and conducted online classes via Zoom during the COVID-19 pandemic to ensure uninterrupted learning
- Successfully increased student enrollment and retention rates by fostering a supportive learning environment
- Led workshops and seminars to prepare students for exams, providing hands-on learning experiences and expert guidance
- Analyzed student performance data to identify areas for improvement in teaching strategies and curriculum design.
Education
Master of Arts - Business Economics
Panjab University
Chandigarh, India06.2016
Bachelor of Science - Computer Science
Guru Nanak Dev University
Amritsar, India06.2014
Skills
- Product Strategy
- Product Roadmapping
- Wireframing and Prototyping
- User Experience (UX) Design
- Agile and Scrum Methodologies
- Client Onboarding
- Client Relationship Management
- Cross-functional Team Leadership
- E-commerce integration Implementation
- EDI Implementation
- API understanding
- FTP Setup and Configuration
- JIRA and Asana
Websites
Timeline
Product and Customer Success Manager
Xorosoft Inc.
11.2023 - Current
Customer Success Lead
Xorosoft Inc.
06.2022 - 11.2023
Technical Support Executive
Xorosoft
10.2020 - 06.2022
Educator & Coach
Divine IAS Academy
06.2019 - 03.2020
Educator & Coach
Oasis Hub Institute
06.2016 - 03.2020
Master of Arts - Business Economics
Panjab University
Bachelor of Science - Computer Science
Guru Nanak Dev University
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