Venkata Kishore Kumar Pusupala

• Getting involved in the entire customer lifecycle from onboarding through the duration of their subscription period.
• Providing product training to enable the customers to realize the potential of Plum.
• Identifying product usage gaps and providing actionable solutions to customers.
• Building value-based relationships with customers and creating Xoxoday champions.
• Conducting Strategic Business Reviews (EBRs and QBRs) to understand customer lifecycle milestones, communicate the value of our product, showcase ROI, and Drive desired customer outcomes through a consultative approach.
• Identifying the opportunities for upselling and cross-selling along with the Account Executives.
• Communicating and brainstorming with the product team on customer feedback and helping refine the product roadmap.
• Working with the marketing team to execute customer surveys, case studies, etc.
• Optimizing the existing processes within the company and actively enhancing all Customer Success initiatives.
• Driving customer advocacy through reviews, testimonials, and customer meetups; and creating a center of excellence within the customer's organization.
• Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
• Streamlined customer onboarding process for accelerated product adoption and increased retention rates.

• Managed over 80+ corporate accounts, achieving an average retention rate of 98% over the course of a year.
• Managing the entire account management cycle of an existing corporate client (direct/broker) from invoicing to renewal.
• Working closely with Hunting Team to understand the business requirements of the clients (qualified leads) and prepare an account roadmap to drive renewals and lifetime value.
• Conducting info sessions, e-mail campaigns, and SMS campaigns with corporate HRs to ensure they get maximum ROI out of the Practo Plus product.
• Sharing weekly and monthly reports on various insights and trends to keep HR engaged.
• Conducting demos on new products with HR Leadership teams, CXOs, and HRBPs to explain the product offering in detail and address queries. Understanding the needs of the HR and leadership teams and assisting them accordingly.
• Coordinating with internal teams (Rx, Dx, Cx, and Bx) on various product requests, and clarifications, and keeping the client informed on the progress.
• Ensuring all support tickets are closed on time along with insights on kind of incoming tickets/requests.
• Communicating the discounts on health check-ups/OPDs/vaccination drives from time to time to drive activation via campaigns.
• Conducting periodic follow-ups on the hunting pipeline to ensure continuous engagement and communicate regular updates (product updates, business updates, newsletters, and relevant press releases) to the client.

• Driving process Improvement by working closely with internal & external stakeholders.
• Helping implement new tools and technology to bring efficiency and customer experience.
• Streamline automated and customer communications by putting the right audit mechanisms in place.
• Keeping a check on productivity and quality by putting the KPIs in place. Create the right team structure, handover criteria, and performance improvement processes.
• Putting the right training, induction, and people development program for the team
• Having a framework for client NPS and taking measures to improve and Driving a customer-centric culture in the organization in daily operations. Develop trust relationships with a portfolio of major clients to ensure they do not turn to competition.
• Expanding the relationships with existing customers by continuously proposing solutions that meet their objectives.
• Resolving any issues and problems faced by customers and dealing with complaints to maintain trust.
• Preparing regular reports of progress and forecasts to internal and external stakeholders using key account metrics.

I will be responsible for driving business performance, maintaining relationship with owners, driving customer experience, resolving owner escalations and owning operations delivery for existing properties in the cluster.

1.Stock Management:

Achieving highest take from the assigned portfolio of owners by managing the relationship, issue resolution and owner alignment on key issues.
Taking necessary actions for inventory control and ensure constant SRNs availability across the assigned portfolio.

2. Stakeholder Management:

Meeting with owners to solve for complex owner issues / painful owners and resolve any escalations.
Managing assigned portfolio of owners of the hub and prevent churn by solving partner issues pro actively.

3. Superior Guest Experience:

Ensuring cluster performance of Cx metrics against target. Managing daily operations of various SMART hotels and ensure adherence all OYO Operational Procedures and guidelines.
Driving revenue by ensuring all bookings are being billed in the OYO tab and no booking is slipping or being misappropriated by the PM/Owner.

• Started career as a Trainee Manager and Rolled up to the position of Restaurant Assistant Manager (RAM) in the span of 6 months.
• Will make a action plan to increase sales and GC comp and working on it Cross selling the products with near by shopping malls.
• Making quarterly Business Plan to increase the profits and run store in a smooth
  manner.
• Worked as Restaurant Assistant manager and handled systems like Sales & Marketing, Training, Inventory Management, People Management, Safety &Security,Food Safety.
• Have complete understanding of Restaurant Operations and ensured that standards
  are maintained.