Sumit Sharma
Gurgaon
Summary
Strategic and results-driven Program Manager with over 5 years of hands-on experience in the dynamic realm of Software as a Service (SaaS), Customer Success and Program Management. Proven track record of successfully spearheading multifaceted programs from conception to completion, driving operational excellence and exceeding client expectations.
Overview
5
5
years of professional experience
Work History
Program Manager International Operations
Great Learning
07.2023 - 12.2023
- Oversaw and managed the successful delivery of international programs and maintained the NPS of 4.5.
- Collaborated closely with cross-functional teams to ensure the smooth execution of programs and timely delivery of educational offerings and complete the program effectively by achieving the program completion rate of more than 90%.
- Managed relationships with international partners and stakeholders to foster effective communication and collaboration.
Assistant Manager - Customer Success
Teleperformance
Gurgaon
09.2019 - 05.2023
- Guide new customers through the onboarding process to ensure a smooth and successful implementation of the SaaS solution.
- Develop and maintain strong relationships with key stakeholders within customer organizations.
- Promote and advocate for the SaaS product, highlighting its value and aligning it with the customer's business objectives.
- Provide ongoing training sessions to customers to help them optimize their use of the software.
- Identify upsell opportunities based on the customer's evolving needs and the expansion of the SaaS offering.
- Establish and track key performance indicators (KPIs) related to customer success, such as customer satisfaction, usage metrics, and retention rates.
Customer Support Specialist
JindalX
09.2018 - 09.2019
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Maintained positive working relationship with fellow staff and management.
- Creating New listing and adding more business on the Zomato Platform.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
Education
Bachelors of Commerce -
Hindu College
08.2016
Skills
- Data Analysis
- Microsoft CRM Dynamics
- Business Development
- Account Management
- Customer Success
- Leadership Training
- Project Management
Projects
- Adobe Stock , Gurgaon (MARCH 2021 — JUNE 2022)
Collaborated with a team of 15 for the launch of the Adobe Stock Project from inception to completion, implementing comprehensive recruitment, onboarding, and training programs.
- Adobe Frame.IO, Gurgaon (FEBRUARY 2022 — MARCH 2023)
Collaborated with a team of 20 for the launch of the Frame.IO Project. Delivered results through effective communication, Training, strategic leadership, and continuous improvement initiatives.
linkedin.com/in/sumit-sharma9400
Timeline
Program Manager International Operations
Great Learning
07.2023 - 12.2023
Assistant Manager - Customer Success
Teleperformance
09.2019 - 05.2023
Customer Support Specialist
JindalX
09.2018 - 09.2019
Bachelors of Commerce -
Hindu College
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