Vivek Singh Sagal
New Delhi
Summary
Offering 5 years of success in Operations, Technical discussions, Product Implementation and Customer Success Executive Profile Results-oriented professional with 5 years of experience in SaaS, project management, and technical leadership and 5 years of experience specializing in customer service Proven track record of successfully leading teams in customer success, implementation, and support roles. Expertise in ERP implementation and product management, driving customer satisfaction through customized solutions. Skilled in both online and offline assessment domains, with a focus on optimizing client experiences and achieving business objectives.
Overview
13
13
years of professional experience
Work History
Implementation Manager
Hitachi Mgrm Net Ltd
Gurgaon
08.2024 - Current
- Conducted BRD sessions for new customers, and mapped them with product processes.
- Facilitated the management of change requests and enhancements through effective collaboration with customers and internal teams.
- Directed cross-functional teams to drive customer success, overseeing implementation and support initiatives for seamless project delivery, and enhanced client satisfaction.
- Administering projects with respect to cost, resource deployment, time overruns, and quality compliance to ensure satisfactory execution of projects.
- Implement best practices for project management, resulting in improved efficiency and client retention rates.
- Utilize strong communication and problem-solving skills to address customer inquiries and resolve issues promptly.
- Utilized various software and tools to streamline processes and optimize performance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Conducted testing of software and systems to ensure quality and reliability.
- Worked with cross-functional teams to achieve goals.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Manager Implementation And Support
Octoze Technologies Pvt Ltd.
05.2022 - Current
- Led API integrations with CRM, Payment Gateways, Tally, and other SaaS platforms
- Conducted BRD sessions for new customers and mapped them with product processes
- Facilitated the management of change requests and enhancements through effective collaboration with customers and internal teams
- Directed cross-functional teams to drive customer success, overseeing implementation and support initiatives for seamless project delivery and enhanced client satisfaction
- Administering projects with respect to cost, resource deployment, time overruns and quality compliance to ensure satisfactory execution of projects
- Implement best practices for project management, resulting in improved efficiency and client retention rates
- Utilize strong communication and problem-solving skills to address customer inquiries and resolve issues promptly
Mangaer Customer Success
Integrated Learning Solution Pvt Ltd
Gurgaon
02.2020 - 04.2022
- Spearheaded strategic projects within an online assessment company, serving top enterprise clients and Education clients
- Oversaw end-to-end operations, including test creation, content management, and client relationship management
- Transitioned to a technical solutioning role, focusing on customizations and integration requirements
- Evaluated client needs and proposed feasible solutions, obtaining acknowledgment and approvals
- Oversaw UAT environment changes and coordinated client showcases
- Oversaw end-to-end customer service operations, consistently delivering exceptional levels of client satisfaction and driving retention initiatives
- Led the successful implementation of SaaS solutions for diverse clients, delivering tailored solutions to meet specific business requirements
Team Leader
Superhighway Labs Pvt Ltd.
Gurgaon
02.2017 - 12.2019
- Coordinated team activities and delegated tasks to ensure efficient completion of projects
- Developed strategies for problem solving and conflict resolution among team members
- Conducted regular performance reviews to assess individual team member progress
- Provided coaching and feedback on employee performance, encouraging professional development
- Created training materials and conducted group trainings on new processes or procedures
- Monitored daily workflow to ensure adherence to established policies and procedures
- Established clear expectations for employees, providing guidance when needed
Assitant Team Leader
Jabong.Com
Gurgaon
04.2012 - 12.2016
- Assisted team leader in managing daily operations, delegating tasks and monitoring performance
- Provided guidance to team members on various aspects of their job roles
- Organized and facilitated regular meetings with the team to discuss progress and plan future activities
Education
BBA -
Thiruvalluvar University
Tamil Naidu01.2010
Skills
- Operations Management
- Strategy Planning/Execution
- Product Implementation
- Verbal and written communication
- Training & Development
- Client Relationship Management
- API Integrations
- Team Building/Leadership
- Cross-functional team management
- Customer Relationship Management (CRM)
- Software implementation
- Cross-functional team leadership
- Requirements gathering
- Continuous improvement
- Organizational skills
- Interpersonal communication
- Project leadership
Timeline
Implementation Manager
Hitachi Mgrm Net Ltd
08.2024 - Current
Manager Implementation And Support
Octoze Technologies Pvt Ltd.
05.2022 - Current
Mangaer Customer Success
Integrated Learning Solution Pvt Ltd
02.2020 - 04.2022
Team Leader
Superhighway Labs Pvt Ltd.
02.2017 - 12.2019
Assitant Team Leader
Jabong.Com
04.2012 - 12.2016
BBA -
Thiruvalluvar University
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