- Framing the strategies to build a Customer successs team and implementation team.- Provide CRO consultation to SMB and Enterprise customers and help them to grow their business using Zoho CRO tool suite.- Sales to Onboarding to Lifetime journey with us. Provide complete product demo to the prospects and convert them as active subscribers for the products.- Solidifying existing customer accounts and elevating the business by increasing the customer life time value (LTV), increasing the business revenue and reduce the churn.- Constant touch with the customers to understand their requirement and seek for opportunities to upsell and cross sell the Zoho products.- Work closely with stakeholders on product adoption and customer retention strategies. Manage escalations and work as a catalyst between cross- function teams and customers and resolve their query.

- Developing & ensuring execution of Operational Processes to efficiently operate the business.- Directing eCommerce business analysts to build client success strategies on creative developments & campaign management to achieve service level agreements.- Monitor and coach client success managers in service delivery and client communication.Foster the development and growth through all stages in the lifecycle of an employee (i.e., mentoring, Coaching, etc.)- Solidifying existing customer accounts and elevating ConvertCart to a more strategic partner in the client's business.- Drive Client Satisfaction surveys (CSATs) and conduct Quarterly Business Reviews (QBRs) to determine client loyalty.- Work closely with stakeholders on client adoption and client retention strategies. - Manage escalations and work as a catalyst between cross-function teams and clients. - Determining short- and long-term resource requirements by effective workforce management and forecast & planning. - Ensure cross-functional teams and product development processes are included in client partner engagements (Client Services & Business Strategy, Project Management, Design, Engineering, Quality Assurance)- Conduct a periodic audit on process adherence and quality assurance. - Map business processes to find gaps in customer adoption, retention & servicing by implementing Service Improvement Plans such as delivering training agendas, invoice/ billing escalations, and managing reporting needs to show ROI.- Conducting periodic Business reviews with cross-functional teams like Engineering, Design, Vendors.- Ensure standard training programs are implemented and consistently utilized as required.- Collaborate effectively with a variety of stakeholders including training specialists, subject matter experts (SMEs) and senior-level leaders across multiple disciplines/functional roles to support Process learning programs and initiatives.- Work on cost-cutting initiatives, process automation etc.

- Handling a team of 5+ including Client success managers and Business analysts.- Mentoring the Client Success Managers and Business Analysts about their roles and guiding them to do effective work.- Using a data-driven approach to solve business problems with the help of innovative ideas in the form of experiments.- Running AB or MVT test on the website continuously to reach the objective or business goals.- Building customer relationships and educating them about the process and make them realize the ROI.- Working closely with business owners, CEOs, CMOs, CTOs, CXOs to enhance their website's user experience. - Onboarding the client and ensuring the goals are met during the course of time and the goal would be varying from one quarter to another.- Framing strategies for every individual business to meet their goals and act as an extended team that could take care of the Conversion Rate.

- Planning, conducting, and analyzing user research to gather a deep understanding of user needs.- Evaluating website analytics data to identify areas of opportunity.- Undertaking heuristic website evaluations based on Industry best practices- Crafting hypothesis for A/B testing and website improvement recommendations based on qualitative insights and quantitative data.- Moderating and taking part in collaborative, creative workshops to produce solutions to wow the client.- Collaborating with our design and development teams to manage A/B tests through the concept design and build phases.- Analyzing A/B test results to determine the impact on conversion and ROI.- Building strong client relationships through weekly update calls and regular client workshops.- Managing project teams, including project resource planning.