Playing Badminton, Dancing, Yoga, Cosmetics and Candle Making
Surbhi Jain
Director - Customer Success & AdOps
Delhi,Delhi
Summary
Dynamic and results-oriented professional with over 10 years of experience in leading and managing diverse teams, overseeing client servicing, and driving successful digital marketing campaigns . Proven track record of excelling in strategic planning , problem-solving, and decision-making to achieve business objectives. Adept at fostering strong client relationships, managing escalations, and ensuring exceptional campaign delivery. Skilled in performance evaluation, hiring, and retention, with a focus on team leadership and collaboration . Strong communication and interpersonal skills complement a solid foundation in Customer Success, Account Management, ad operations and campaign optimization .
Overview
10
10
years of professional experience
2
2
Languages
Work History
Director- Customer Success & Operations
Convosight
11.2023 - Current
- Heading Revenue Operations initiatives, collaborating directly with company founders to drive revenue analysis and craft growth strategies .
- Optimizing workflows across Brand Solutions, Sales, and Success teams, enhancing efficiency and slashing turnaround times .
- Collaborating closely with the CTO and product team to enhance product offerings, benefiting both internal operations and external stakeholders.
- Partnering with Salesforce stakeholders to successfully implement CRM solutions , enabling comprehensive tracking of the sales lifecycle.
National Head - Customer Success & Ad Operations
ShareChat(+Moj)
08.2022 - 11.2023
- Directed ShareChat & Moj Customer Success and Ad Operations teams nationwide, overseeing a 50+ member team and cultivating a robust second line of leaders for regional management.
- Managed an annual revenue consumption of ~200 Cr, orchestrating branding (CPM/CPV) and performance (CPC/CPI/CPR/CPT/CPFTD) campaigns for renowned brands such as HUL, Google, Mondelez, Betway, Zupee, Amazon, Meta, Samsung, Xiaomi, PepsiCo, Coca-Cola, Reckitt Benckiser, Pernod Richard, and many more.
- Collaborated directly with the Chief Revenue Officer to drive revenue growth, Go-To-Market (GTM) strategies, pricing structures, and innovative ad offerings, refining proposition strategies.
- Worked closely with the Chief Product Officer and National Sales heads to develop comprehensive product roadmaps and tailored solutions for specific client briefs.
- Implemented Salesforce from inception for the Revenue Organization (sales, Customer Success, AdOps, finance, legal), capturing the entire sales lifecycle from pipeline management to consumption tracking .
- Conducted in-depth workflow analyses to pinpoint inefficiencies and spearheaded strategic process optimizations , driving enhanced productivity and operational efficiency.
- Skillfully managed both internal and client escalations , employing effective resolution strategies to swiftly address issues and maintain seamless communication between teams and stakeholders.
- Provided leadership and mentorship to a diverse team, conducting regular performance evaluations, offering coaching, and identifying opportunities for skill development.
- Facilitated weekly, monthly, and quarterly performance reviews, overseeing appraisals , and managing the hiring process to ensure alignment with team objectives and organizational goals.
Strategy Lead - Presales
ShareChat(+Moj)
04.2022 - 08.2022
- Established and led the ShareChat & Moj Pre Sales team for the North and East regions , assembling a proficient team from inception .
- Streamlined various processes to efficiently handle concurrent queries and campaigns from multiple brands.
- Played a pivotal role in achieving an exceptional 100X revenue growth within just 2+ years.
- Provided extensive training, mentoring, and guidance t o ensure the successful delivery of campaigns and exceptional client servicing.
- Fostered a motivational team environment , collaborating with team members on individual growth plans and monthly improvement areas .
Sr. Manager - Presales
ShareChat(+Moj)
11.2020 - 03.2022
- Established the ShareChat & Moj Pre-Sales team for the North region from inception.
- Conducted client interactions to comprehensively understand their problem statements and concerns, subsequently proposing tailored solutions.
- Developed strategic plans for campaign execution to achieve targeted Key Performance Indicators (KPIs).
- Oversaw campaigns spanning various verticals such as FMCG, E-commerce, Gaming, Automobile, Education, etc., encompassing both branding and performance campaigns .
Manager - Presales
ShareChat
11.2019 - 10.2020
- Orchestrating and strategizing campaign executions to achieve targeted Key Performance Indicators (KPIs).
- Conducting sales pitches , effectively articulating all offerings to brands and agencies to secure partnerships .
- Engaging in daily client interactions to ensure the successful delivery of campaigns.
Business Development Analyst
Rajasthan Patrika
12.2018 - 11.2019
- Assessing client briefs to grasp brand positioning, key marketing challenges, initiatives, target demographics, and available resources, crafting comprehensive marketing solution proposals for diverse industries (FMCG, E-Commerce, Automobile, etc.).
- Conducting in-depth analysis of the brand's current market position , identifying focus areas, and pinpointing pain points t hrough thorough secondary research.
- Utilizing TAM (Total Addressable Market) data analysis to discern client preferences, advertising patterns, peak seasons, and downtimes across various multimedia platforms.
Business Development Analyst
Cognizant Technology Solutions
06.2017 - 11.2018
- Spearheaded IT infrastructure and Cloud-related RFP (Request for Proposal) bids, managing the entire bid lifecycle from initiation to closure, while maintaining effective stakeholder engagement with internal and external teams.
- Crafted tailored IT infrastructure solutions and identified key value differentiators/win themes aligned with customer outsourcing objectives, ensuring alignment with client needs and goals.
Sr. Associate - Dev
Dell International Services
07.2013 - 04.2016
- Managed software applications for Hilton Worldwide Hotels , encompassing their core ' Central Reservation System' and interfaces utilized for reservations , leveraging Java, Perl, and Linux t echnologies.
- Oversaw requirement gathering, effort estimation, and resolution of incidents, problems, and defects, along with creating test plans, test strategy documents, and test closure reports for clients and senior management.
- Conducted daily client interactions to address queries and ensure smooth operations. Facilitated weekly reviews to ensure alignment with project objectives and client expectations.
Education
MBA - Marketing & Ops
Great Lakes Institute of Management
Chennai, India 04.2016 - 2017.05
B.Tech. - Information Technology
Guru Gobind Singh Indraprastha University
Delhi, India 05.2009 - 2013.05
Skills
Personal Information
- Age: 31
- Gender: Female
Interests
Timeline
Director- Customer Success & Operations
Convosight
11.2023 - Current
National Head - Customer Success & Ad Operations
ShareChat(+Moj)
08.2022 - 11.2023
Strategy Lead - Presales
ShareChat(+Moj)
04.2022 - 08.2022
Sr. Manager - Presales
ShareChat(+Moj)
11.2020 - 03.2022
Manager - Presales
ShareChat
11.2019 - 10.2020
Business Development Analyst
Rajasthan Patrika
12.2018 - 11.2019
Business Development Analyst
Cognizant Technology Solutions
06.2017 - 11.2018
MBA - Marketing & Ops
Great Lakes Institute of Management
04.2016 - 2017.05
Sr. Associate - Dev
Dell International Services
07.2013 - 04.2016
B.Tech. - Information Technology
Guru Gobind Singh Indraprastha University
05.2009 - 2013.05
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