PRINCE2 Agile Customer Success Mgr seeking work in UK

Previous Employment Details:

1. Senior Area Manager - Account Management
Ezetap by Razorpay
May 2022 – Feb 2023 (9 months)

• Develop and maintain strong relationships with customers, acting as their primary point of contact. Understand customer needs and goals and provide tailored solutions to meet those needs.
• Manage the entire customer life cycle, from on-boarding to renewal, using Agile project management techniques to ensure projects are completed on time and within budget.
• Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure customer success and satisfaction.
• Use a variety of communication channels, including email, phone, and in-person meetings, to communicate with customers and provide timely updates.
• Develop account plans and strategies aligned with PRINCE2 and Agile delivery methods to drive revenue growth and customer retention.
• Conduct regular business reviews with customers to review progress against KPIs and identify opportunities for improvement.
• Ensure customer satisfaction by managing customer expectations, resolving issues in a timely manner, and providing exceptional customer service.
• Act as a customer advocate within the company, ensuring that customer feedback is communicated to relevant stakeholders.
• Continuously monitor and evaluate customer satisfaction levels and develop strategies to improve customer satisfaction and retention.

Manager – Customer Success
Ezetap by Razorpay
Feb 2017 – May 2022 (5 yrs 3 months)

• On-boarding new customers and guiding them through the implementation process.
• Building and maintaining strong relationships with customers, acting as their primary point of contact.
• Conducting regular check-ins with customers to review progress against KPIs and identify opportunities for improvement.
• Providing training and support to customers to ensure they are getting the most out of the product or service.
• Responding to customer inquiries and issues in a timely manner, and providing exceptional customer service.
• Advocating for customers within the company, ensuring that customer feedback is communicated to relevant stakeholders.
• Identifying opportunities for upselling or cross-selling additional products or services to existing customers.
• Ensuring customer satisfaction and retention by managing customer expectations, resolving issues, and providing exceptional customer service.On-boarding new customers and guiding them through the implementation process.
• Building and maintaining strong relationships with customers, acting as their primary point of contact. Conducting regular check-ins with customers to review progress against KPIs and identify opportunities for improvement.
• Providing training and support to customers to ensure they are getting the most out of the product or service. Responding to customer inquiries and issues in a timely manner, and providing exceptional customer service.
• Advocating for customers within the company, ensuring that customer feedback is communicated to relevant stakeholders.
• Identifying opportunities for upselling or cross-selling additional products or services to existing customers.

2. BDM - Urban Food and Groceries
Apr 2016 - Feb 2017 (11 months)

Conducted primary and secondary research to collect data and information on customer needs, market trends, and competitor analysis.
Analyzed research findings and presented insights in a clear and concise manner. Collaborated with stakeholders to identify research objectives and determine key performance indicators (KPIs).
Used a variety of research methods such as surveys, focus groups, interviews, and observation to gather data.
Worked with cross-functional teams to integrate research insights into product development, marketing, and sales strategies.
Managed multiple projects simultaneously, using Agile project management techniques to ensure projects are completed on time and within budget.
Developed and maintained strong relationships with internal and external stakeholders.

3. Sales and customer service Team Manager Concentrix
Dec 2013 - Dec 2015 (2 yrs 1 month)

As a Team Leader I oversaw three different departments within HP's online shopping division in India. I was responsible for managing and coordinating the activities of the inbound sales, outbound sales, and email desk teams.

Responsibilities:

Inbound Sales Engine:

• Lead and supervise the inbound sales team handling customer calls related to HP's products, including laptops, desktops, printers, and accessories.
• Ensure prompt and accurate responses to customer inquiries, provide product information, assisting with online purchases, and resolving any issues or concerns.
• Monitor call quality, adherence to sales processes, and customer satisfaction levels.
• Collaborate with other teams to address customer complaints, facilitate returns or exchanges, and resolve escalated issues.
•
Hunting and Farming Team:

• Manage the outbound sales team responsible for prospecting and engaging with SMBs/PSUs interested in purchasing bulk quantities of HP's business laptops, desktops, and printers.
• Develop effective sales strategies and campaigns to generate leads, meet sales targets, and drive revenue growth.
• Provide guidance and support to team members to enhance their sales skills, product knowledge, and customer relationship management abilities.
• Monitor lead conversion rates, sales performance, and sales pipeline management.
Email Desk:

• Oversee the email desk team handling customer emails within defined response time frames (TAT).
• Ensure timely and accurate responses to customer inquiries, troubleshooting requests, and product information queries.
• Coordinate with various departments and teams to resolve customer issues and provide comprehensive solutions.
• Manage email escalations and ensure prompt resolution to maintain customer satisfaction.
• Identify process improvements to enhance efficiency and productivity in handling customer emails.
• Track and report on email response metrics, customer feedback, and team performance.