Customer Success | ITIL | SaaS | B2B | Attribution | Growth | Marketing | Restaurant Loyalty
9 Years of Experience
Bengaluru, Karnataka, India
-
10
Immediate
AppsFlyer, Others, Computer Software
AppsFlyer
MoEngage Inc.
AppsFlyer, AppsFlyer, MoEngage Inc., Punchh, Punchh
Job Title : Customer Success Manager
Company name : AppsFlyer
Period : November 2022 - Present
Location : Bengaluru, Karnataka, India
Job Title : Customer Success Associate
Company name : AppsFlyer
Period : August 2021 - November 2022
Location : Bengaluru, Karnataka, India
Job Title : Customer Success Manager - IMEA
Company name : MoEngage Inc.
Period : January 2020 - July 2021
Summary : * Onboard new customers, Service Enablement, Usage Optimisation, Retain and Grow, Reduce Churns, Revenue Growth, Renewal Program and Improve Product Flows
* Onboard new users to first value with Integration support
* Advising clients on the most effective ways to use the MoEngage Platform
* Consulting customers in building strategic marketing campaigns to target the right set of audience and help increase the CTR and CVR respectively
* POC for the customer within MoEngage, work strategically to ensure the growth on the account
* Develop and evangelize a vision for the overall Customer Success mission on an operational and strategic level increasing the chances of up- and cross-selling
* Responsible for the overall service and growth of assigned accounts
* Work cross-functionally, especially with product management and solution engineering to ensure timely resolution on the zoning issues
* Escalation point for customer issues to ensure they resolved quickly
* Responsible to get customer feedback to enable ongoing improvement of MoEngage products and services
* Implementing quantitative and qualitative analysis to drive operational excellence in the areas of onboarding, adoption, renewal, up-sell, and churn reduction
* Analyzing market trends and developments impacting our industry
* Developing and maintaining long-term relationships with key stakeholders
* Delivering QBRs
Location : Bengaluru, Karnataka, India
Job Title : Customer Support Manager
Company name : Punchh
Period : October 2016 - January 2020
Summary : •Strategizing long-term business needs while driving customer feedback for process improvements.
•Maximizing productivity by supervising, mentoring and scheduling 3 different teams at the same time.
•Handling complex and sensitive client relations and quality control issues, impacting business direction and management positively.
•Introduced knowledgebase management system to provide better assistance to the vendors.
•Responsible for the handling escalated issues by collaborating with the product or development to ensure timely resolutions.
•Leading L2 escalations team and guiding them with the know how’s of investigation and problem solving.
•Primary point of contact of the Global Support team, CSM’s and IM’s in case of any escalated or high priority issues
•Working closely with the API integrations team with the basic understanding of API’s.
•Collaborating with QA, Development, and Customer success departments to verify personnel receipt of updated product, service and troubleshooting information.
•Ensuring all agents were up-to-date with current products, services and troubleshooting knowledge and collaborated with cross-functional departments, including project and product management, QA, customer success and development.
•Directing personnel training and mentoring team members to promote productivity, accuracy, and commitment to friendly service.
•Collaborating with senior leaders to define customer needs and implement effective solutions.
•Elevating customer satisfaction and loyalty with speedy issue resolution.
•Participating in HR functions including policy development, interviewing, hiring decisions and job.
•Coordinating data retrieval, data validation, data analysis, and report generation while managing SQL queries.
•Analysing logs received on our servers and based on the analysis take further course of action.
•Set up a 24*7 support process for one of our Enterprise accounts.
•Developed and trained a team of 5 personnel for supporting global clients.
Location : Jaipur Area, India
Job Title : Application Analyst
Company name : Punchh
Period : September 2015 - September 2016
Summary : •Provided training to clients on Punchh developed systems and applications.
•Performed troubleshooting, maintenance, and optimization of applications.
•Assisted in identifying gaps between business requirements and application capabilities and recommend action steps.
•Documented clients’ issues and processes of resolution.
•Collaborated with business owners, vendors and other team members to evaluate and recommend solutions to complex problems and requests.
•Leveraging superb communication and relationship building skills—as well as an inherent ability to excel under pressure—to provide an unparalleled level of customer service and satisfaction.
•Excelling within time-sensitive, fast-paced atmospheres while motivating fellow team members to peak performances.
•Suggesting and implementing improved and highly efficient processes and procedures—including email follow-ups, new customer call logs, and staff incentive programs—designed to maximize efficiency and customer engagement.
•Extensive knowledge in support principles including Incident management, Problem management, Change management, Patch management and upgrades.
Location : Jaipur Area, India
Title : MoEngage Growth Marketing Expert
Period : January 2021 - Present
Summary : 27978808, credential.net, https://www.credential.net/9ea72e78-213b-48a3-92e8-8f94f8f0e9dd
Issuing Authority : MoEngage Inc.
Title : Certified Support Manager
Period : July 2019 - Present
Issuing Authority : Service Strategies
Title : ITIL Foundation Level
Period : March 2019 - Present
Summary : GR671006177KJ
Issuing Authority : PeopleCert
Title : Freshdesk product expert certification
Period : February 2019 - February 2020
Summary : vgh2pnWhWs-kvk@mphk7@-v2Wn0kg2@0, freshworks.com, https://www.freshworks.com/academy/profile/badge?userid=fmW@gLvdWPxr
Issuing Authority : Freshworks
Title : Graphic Designer
Period : July 2014 - Present
Issuing Authority : Arena Animation
Title : Graphic Design
Issuing Authority : Arena Animation
Title : Website Design
Issuing Authority : Arena Animation
English (Full Professional), Hindi (Native Or Bilingual)
Award : SPOT AWARD
Issuer : MoEngage
Date : 12 2020
Summary : Doing a good job in driving great customer engagement and outcomes.
Award : SPOT Recognition
Issuer : MoEngage
Date : 7 2020
Summary : Received this for going great job in creating an exceptional experience to all the customers.
Show More