Sumit Sanhotra

• Leading a team of 8 CSMs managing portfolio of their enterprise clients with $25 Million assets under management
• Leading day-to-day operations to meet performance, quality and service expectations
• Driving high performance culture through quantitative and qualitative coaching,mentoring, recruiting and performance management through various KPI's/MBO's
• Frequently engage in cross functional collaboration with various departments such as sales, product,support,sales engineering to drive adoption, increased usage and reduce TAT on escalations/fire drills
• Initiate and participate with team members to drive adoption, increase ARR and retain clients through various success plan objectives
• Conduct and deliver monthly business reviews on team's performance to Sr. Leadership

Key Project/Initiatives

• Involved in centre of excellence initiative for enterprise growth segment clients
• Executed pooled and guided success initiatives for outreach reps to deliver success at scale
• Actively leading competitor analysis exercise, Total events program and migration strategies in partnership with relevant stakeholders

• Acted as first point of contact for SMB & Enterprise Accounts, provide customer training, setup/configuration along with creating Upsells
• Created and managed the client life cycle process (starting from the initial sale through all phases of implementation)
• Hosted daily status calls as well as ad-hoc meetings as requested to ensure Client Satisfaction in an ever-changing environment
• Exercised independent judgment and analysis in determining the best method(s) to resolve issues and ensure customer loyalty and satisfaction
• Exercised strong ability to multi-task and work cross-functionally in a dynamic environment
• Managed team in absence of the TL, handle client escalations for the team, assisted in recruiting new talent

• Handled a team of 10, managed, tracked, analyzed their performance on a regular basis
• Shared regular feedback for better performance and increased efficiency along with up-scaling of new hires
• Eradicated process gaps by working with different departments for smooth functioning of business, ensuring maximum quality
• Presented Business reviews to senior leadership and suggesting new ideas for business improvements and process enhancements

• Managed a team of 12, tracked their performance, shared coaching & feedback on regular intervals
• Collected payments over the phone from delinquent customers
• Resolved client's payment and service-related issues
• Prepared team's daily, weekly and monthly performance reports