Sugandha Gupta
Gurgaon
Summary
Seasoned Client Servicing Director with broad experience of 11 years in maintaining client satisfaction, building strong relationships, and managing client servicing teams. Possess comprehensive understanding of client service operations and marketing strategy development. Known for excellent problem-solving skills, capable leadership, and strategic planning abilities. Past roles have consistently resulted in improved client retention rates and increased team productivity.
Overview
11
11
years of professional experience
Work History
Client Servicing Director (North)
Neil Patel Digital India
Gurgaon
05.2024 - Current
- Drive business growth through managing delivery, sales, revenue management.
- Ensure timely & high quality of service delivery on all accounts
- Actively lead cross-sale/upsell initiatives to grow revenue from my portfolio
- Actively engage with the client through regular in person meetings, structured reviews, workshops, etc.
- Ensure to provide a best in class client experience that helps clients meet their business goals.
- Develop a strong understanding of client's business model, objectives and strategy.
- Cross functional leader - Brings together different individuals towards common goal
- Work closely with the team to build a conducive environment for learning, driving better efficiency and organization growth and to identify pain areas, inefficiencies, process improvements and work towards solving problems for them.
- Thought leader - Conceptualizes, initiates and drives new ideas across the organization
- Full ownership of North regions by managing an average MRR of 1 Cr
- Cross-sell/Upsell new services of MRR 25L/quarter to the existing clients for 4 quarters.
- Few clients - Busy Software, Airtel, Adda247, Amway & more
Client Servicing Group Head
Logicserve Digital
Gurgaon
02.2019 - 04.2024
- Developing and executing multi-channel marketing campaigns.
- Develops, manages, and monitors client P&L’s, ROAS, KPIs for assigned accounts
- Implement holistic media planning and buying strategies Introduces process development input, quality assurance and best practices.
- Keeps senior management apprised of key client opportunities, potential risks, and other key nuances which affect the health of the business
- Develops and fosters account relationship, working towards 100% account retention
- Attends client meetings on ongoing basis, interface as needed with executive level and middle management on client side during meetings and presentation.
- Independently leads performance and go-to market strategy presentations
- Managing agencies and third-party vendors for marketing activities.
- Tracking, measuring, and reporting on campaign results.
- Work closely with the brands to understand the goals & opportunities.
- Provided exceptional service and support, going extra mile to retain customers.
- To work on overall strategy to meet brands goals and to achieve Monthly/Yearly targets. Based on strategy, creates Media plan by adding relevant platform/Channels to generate max. results.
- Suggests relevant products and technologies to the client to compete with the competition.
- Complete analysis of promoted campaign like targeting, audience, Brand query Impact & ROI and fetches the learnings. Showcases the data points in form of PPT.
- Makes sure that teams works on daily/monthly task on defined timelines. Help them achieving defined KRA
- Groom the team members for their continues learning by allocating them new tasks after training. helps them if they stuck somewhere and sharing feedbacks.
- Cross accounts training among team members to get them updated and leaves backup.
- Oversaw daily activities of direct reports, maximizing overall team productivity.
- Trained and mentored new and junior staff members for improved team efficiency
- Few Clients - Cleartrip, Rummy Culture & Rummy time, Popeyes, VLCC, Allen Career Institute, Wave real-estate, India Shelter Home loans & more
Campaign Manager
Google
Gurgaon
09.2015 - 01.2019
- Learned Google Platforms - Google Ads, Google analytics, SEMrush, Search Console
- Hands on experience on running campaigns on Google Ads.
- Campaigns Creation and Optimizing in order to deliver max. no. of conversions and reducing CPA & CPC. Scaling up the campaigns while maintaining the results.
- Handles multiple accounts on daily basis as a Google customer support specialist.
- Connect with the client by call/email, discuss & Finalize the campaign strategy, budget, objective, locations, keywords, conversion tracking & Landing page suggestions.
- Campaign Creation, execution and optimization of campaigns regularly to achieve goals.
Campaign Specialist
performics convonix
Gurgaon
06.2013 - 08.2015
- Campaign creation, recommendation, setting bid and budget, Ads creation and optimization for social (Facebook and display(DBM).
- Provides daily, weekly and monthly reports for all major metrics, goals & revenue tracking, impressions & clicks to track account performance.
- Working on Real Time Bidding functionality implemented using DSP, DCM, DBM.
- Specialized in Social Media marketing (Facebook, Instagram and Twitter).
- Specialized in handling CPC, CPA, CPM, CPI, CPV campaigns Analyze reports and trends, and suggest optimal solutions (like Bids, Budgets, Pacing, Targeting) to ensure smooth operations.
- Working with Clients using DoubleClick Products (DoubleClick Bid Manager and DoubleClick Campaign Manager) to manage their Display Ad Campaigns.
- Worked on accounts like P&G, Starwood Hotels, Toyota, Verizon USA & more.
Education
Bachelor of Technology - Computer Science
Tulas Institute
Dehradun, UT05-2013
Skills
- Client Servicing
- Reducing Client escalation
- Relationship & Reputation building with client
- Improve rating/improve client Feedback score
- Finding opportunity for Upsell/Crosssell
- Multichannel experience (Search/social/display/affiliate/SEO/Content)
- Multichannel Media planning & Strategy
- Execution of paid advertising campaigns across various channels
- Understanding of digital marketing tools, platforms, and analytics
- Presentation Skills
- Team Development
- Client Retention
- Team Handling
- Data analysis & derive Insights
- Paid Marketing
- Search Engine Marketing
- SEO
- Affiliate Marketing
- Social Media Marketing
- Content
- Media Planning & Strategy
- Performance Marketing
- Google Ads
- Facebook Ads
Timeline
Client Servicing Director (North)
Neil Patel Digital India
05.2024 - Current
Client Servicing Group Head
Logicserve Digital
02.2019 - 04.2024
Campaign Manager
Google
09.2015 - 01.2019
Campaign Specialist
performics convonix
06.2013 - 08.2015
Bachelor of Technology - Computer Science
Tulas Institute
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