Sujeet Jha
Deputy Manager
Faridabad
Summary
Results-driven Deputy Manager with 14 years of experience leading critical business functions including Customer Success, Order to Cash (OTC), Upselling, Vendor Management, Invoicing, Dispute Resolution. Proven track record of optimizing operational efficiency, enhancing customer satisfaction, and driving revenue growth through up-selling, process streamlining, best practice implementation, and data-driven decision-making. Skilled in leading teams to achieve strategic objectives, with strong analytical skills and an MBA in Operations Management and Lean Six Sigma certification.
Overview
16
16
years of professional experience
9
9
years of post-secondary education
Work History
Deputy Manager
Six Sails Technologies India Pvt. Ltd
01.2021 - Current
- Manage and develop a team responsible for Customer Success, OTC, Subscription Sales, and Sales Support processes, setting performance goals, and providing coaching and guidance.
- Process Optimization: Analyze and optimize processes, identifying bottlenecks, and implementing improvements to enhance efficiency and reduce DSO.
- Drove customer experience enhancements and loyalty by analyzing NPS data and KPIs, developing strategic initiatives, and presenting data-driven action plans to senior leadership and cross-functional teams.
- Oversee the timely and accurate generation of customer invoices, ensuring compliance with revenue recognition policies, streamlining billing workflows, and leading the resolution of complex customer disputes by collaborating with cross-functional teams to find amicable solutions and accelerate resolution times.
- Developed and executed effective collection strategies to reduce overdue accounts and improve cash flow, while ensuring accurate and timely application of cash receipts to minimize unapplied cash, and improve cash visibility.
- Successfully implemented upselling and cross-selling initiatives, collaborating closely with sales teams to identify new revenue opportunities, and achieve a consistent increase in customer account value.
- Manage key vendor relationships, negotiate contracts, monitor performance, and ensure adherence to service level agreements (SLAs) to optimize costs and service quality.
Team Leader
ELI Research Pvt. Ltd
01.2014 - 01.2021
- Mentored and guided employees, facilitating training and performance appraisals to ensure high-quality service delivery and impact on customer experience.
- Implemented process improvement ideas that directly increased team efficiency and improved the overall client interaction journey.
- Supported the successful onboarding of new team members, ensuring readiness for effective client engagement.
- Cultivated strong client/partner relationships through proactive engagement and attentive response, setting proper expectations and providing clear status communications.
Lead-CRM Operations
Concentrix India
01.2013 - 01.2014
- Addressing customers queries and resolving them within specified Turnaround Times (TAT), directly impacting customer satisfaction.
- Gained experience supporting business owners with accounting software (QuickBooks), providing insight into the operational needs of various client types.
- Managed inbound and outbound customer interactions via calls and emails, efficiently resolving queries and actively contributing to maintaining high Customer Satisfaction (CSAT) scores.
Subject Matter Expert
Celtic Technology
01.2012 - 01.2013
- Worked as a Sales Representative selling tech support plans to customers in the USA and Canada.
- Prepared weekly performance data, demonstrating proficiency in reporting and analysis to highlight business metric performance.
- Coached and trained new team members, ensuring product knowledge and best practices for client-facing roles.
Customer Service Executive
NIIT Smart serve India Pvt Ltd
01.2010 - 01.2012
- Conducted outbound surveys and managed email communications, contributing to understanding consumer preferences and service gaps.
- Accurately documented all customer interactions and resolutions, ensuring comprehensive records for future reference and service improvement.
- Collaborated effectively with team members to maintain consistent service quality and meet daily customer support objectives.
Education
Master of Business Administration (MBA) - Operations Management
Narsee Monjee Institute of Management Studies (NMIMS)
01.2022 - 01.2024
Bachelor of commerce - undefined
University of Delhi
01.2006 - 01.2011
12th - undefined
MB DAV Senior Secondary School
01.2004 - 01.2005
10th - undefined
MB DAV Senior Secondary School
01.2004 - 01.2005
Skills
Order-to-Cash Management
Customer Service Management
Account Receivable
Team Leadership and Development
Process Improvement & Optimization
Accountability for Client Experience & Timely Delivery
Lean Methodologies
Reporting and Documentation
Collaboration
Negotiation and Communication
Problem-Solving and Decision Making
Client Relationship Management
Upselling & Cross-selling
Project Management
Reporting and Documentation (Power BI, MS Excel)
Timeline
Master of Business Administration (MBA) - Operations Management
Narsee Monjee Institute of Management Studies (NMIMS)
01.2022 - 01.2024
Deputy Manager
Six Sails Technologies India Pvt. Ltd
01.2021 - Current
Team Leader
ELI Research Pvt. Ltd
01.2014 - 01.2021
Lead-CRM Operations
Concentrix India
01.2013 - 01.2014
Subject Matter Expert
Celtic Technology
01.2012 - 01.2013
Customer Service Executive
NIIT Smart serve India Pvt Ltd
01.2010 - 01.2012
Bachelor of commerce - undefined
University of Delhi
01.2006 - 01.2011
12th - undefined
MB DAV Senior Secondary School
01.2004 - 01.2005
10th - undefined
MB DAV Senior Secondary School
01.2004 - 01.2005