TARUN GOEL
Client Experience Manager
Pune,MH
Summary
Dynamic and results-oriented professional with a strong track record in customer service, sales strategy, and project management. Expertise in leading cross-functional teams, fostering collaboration with clients, and streamlining workflows to enhance operational efficiency. Proven ability to partner effectively with sales, operations, and finance teams to achieve seamless end-to-end process excellence from initial intake to final delivery. Committed to driving business success through innovative solutions and strategic initiatives.
Overview
10
10
years of professional experience
Work History
Client Experience Manager
Dreamz Solutions (Consultant)
10.2023 - 12.2025
- Lead and manage a team of 7+ members. Set and monitor key performance indicators (KPIs) to ensure alignment with client and business objectives. Drive performance improvement initiatives using SMART goals, ensuring consistent growth and development.
- Conduct regular coaching sessions, providing constructive feedback based on QA scores, customer survey responses, and performance metrics. Maintain coaching logs and feedback records to track progress, and ensure continuous development. Supervise and lead a group of associates to meet all SLAs relative to all functions in the mortgage underwriting area (supervision of workflows and work queues).
- Maintain daily, weekly, and monthly reports. Coordinate activities of the department with the manager to include workflow monitoring, process improvement, training, reporting, and special projects. Track and report order and performance metrics, identifying areas for process optimization, and cost savings.
- Customer Escalation and SLA Management: Handle complex customer escalations with professionalism, ensuring prompt resolution while maintaining high customer satisfaction levels. Oversee SLA adherence, ensuring timely issue resolution in alignment with company-defined service level agreements.
- Act as a liaison between internal teams and clients to address challenges, and ensure smooth communication.
- Managing client coordination, operations, and project activities, ensuring timely processing of customers and deliveries.
- Liaise with finance and operations to manage purchase orders, invoices, and payment follow-ups.
- Drive process improvement initiatives to reduce order lead time, and enhance customer experience.
- Training & Development: Foster a learning culture by mentoring high-potential team members, and delegating tasks strategically.
- Organize training sessions, knowledge-sharing initiatives, and team-building activities to enhance collaboration and morale.
- Develop personalized growth plans for team members, ensuring their professional development aligns with company goals.
- Process Improvement and Operational Excellence: Continuously identify areas for operational efficiency and customer satisfaction enhancement, implementing data-driven strategies.
- Optimize workflows using MIS tools to generate insights, support decision-making, and improve efficiency. Collaborate with stakeholders to streamline processes, ensuring smooth service delivery.
- Overseeing a team of Customer Success Managers, championing a culture of high performance, continuous learning, skill building, and staying up to date on industry trends, driving initiatives to meet targets with a team, via effective retention and expansion strategies, and regularly reviewing my team’s customer interactions, account management strategies, and performance to ensure alignment with best practices and departmental/company goals.
- Support team members in handling escalations, renewals, and expansion opportunities, ensuring consistency and professionalism in all customer interactions.
- Cross-Functional Collaboration and Client Management: Partner with sales, product, and operations teams to ensure seamless service delivery, and advocate for client needs.
- Identify upselling and cross-selling opportunities, contributing to business growth.
- Lead client onboarding, ensuring a seamless experience from setup to ongoing support.
- Coordinate with suppliers and internal stakeholders to maintain a smooth order flow, and resolve delays or discrepancies.
Growth and Sales Development Manager
ADVIDS (Mind Circus Innovations)
08.2020 - 08.2023
- Responsible for complete team’s target (successfully met monthly targets month on month and maintained the $100,000 mark even after 50% team layoff).
- Managing end-to-end sales lifecycle of high-ticket clients like Ralph Lauren, Hitachi, PayU, Asics, Govt. of Australia, etc. (leads with lifetime value greater than 10x average ticket size).
- Developed an in-house tag-based & priority-based lead management system which eliminated the need & cost of any third party CRM or cadence tracking tools.
Team Lead
ADVIDS (Mind Circus Innovations)
11.2018 - 08.2020
- Designing and executing training plans for new hires.
- Ensuring daily goals are met (number of positive activities by team).
- Cross-selling & upselling to returning clients, enhancing lifetime value by building relationships and troubleshooting for them.
Account Executive
ADVIDS (Mind Circus Innovations)
01.2017 - 11.2018
- Developing custom pricing plans for customer based on long-term and short-term scope.
- Working 1-to-1 with leads across APAC, ANZ, EMEA and NAMER.
- Met and exceeded monthly targets of 30 closures per month.
- Coordinate training sessions for clients, ensuring they are equipped with the knowledge and tools to effectively utilize our tools and services.
Sales Development Representative
ADVIDS (Mind Circus Innovations)
04.2016 - 12.2016
- Lead value analysis, requirement analysis, first response to inquiries and leads.
- Nurturing prospect before transferring to AE.
- Cracked biggest single payment deal ever in the first month of joining the company.
Education
MBA - Project Management
Jain University
12-2025
PG Diploma - Wireless Mobile Computing
C-DAC Pune
01.2015
B.Tech - Computer Science
Uttar Pradesh Technical University
05-2013
Skills
Sales strategy
Timeline
Client Experience Manager
Dreamz Solutions (Consultant)
10.2023 - 12.2025
Growth and Sales Development Manager
ADVIDS (Mind Circus Innovations)
08.2020 - 08.2023
Team Lead
ADVIDS (Mind Circus Innovations)
11.2018 - 08.2020
Account Executive
ADVIDS (Mind Circus Innovations)
01.2017 - 11.2018
Sales Development Representative
ADVIDS (Mind Circus Innovations)
04.2016 - 12.2016
PG Diploma - Wireless Mobile Computing
C-DAC Pune
MBA - Project Management
Jain University
B.Tech - Computer Science
Uttar Pradesh Technical University