Akar Sengupta Email & Phone Number

Gurugram, Hr, In

Gurugram, Haryana, India

► Building strong partnership relationships with customers► Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales► Schedule customer maintenances and ensure appropriate quality checks have been completed► Manage customer projects and oversee maintenance schedules for on time delivery► Review service failures and produce incident reports when required► Validate, negotiate, and process service credits► Produce and maintain service improvement plans► Manage contract renewal negotiations► Ensure appropriate documentation is in place for specific support requirements i.e., Device/Account level instructions► Organize and chair customer meetings► Shows excellent business acumen, understands financial terminology, and can demonstrate adapting style and approach to different business contacts► Produce ad-hoc reports when required i.e., MAR, SIR► Responsible for adhering to company security policies and procedure as directed.► Identify and assist with coaching and development for team members► Maintaining a target of 80% for the Net Promoter Score including NPS-T scores► Contribute to install base growth by identifying new business / upgrade opportunities► Accurately forecast churn and engage managers / business development consultants to avoid defection► Reduce the risk of churn by ensuring we retain customers in contract and are creative in our retention strategy.

Gurgaon, India

► Interaction with Clients-domestic; International.► Providing assurance and reassurance when required, SPOC for allcustomers/clients were our technology is being implemented.► Working with the customer to understand the issue they are facing withgeneral business functioning.► On-board and train new customers. Partner with Implementation Engineersto ensure successful project management and ongoing support of customfeatures and API integrations.► Working closely with internal technical teams for new customer deployment,Trainers for training and Help Desk to channelize the issues.► Proactively pulling up insights on weekly/monthly reports on customer usagelike number of bookings made by customers, on number of user license usedby the customers, on number of sub- agents using the system and any newreport as and when required.► Up-sell and expand portfolio of accounts by proactively monitoring yourclient’s evolving business models, reviewing client’s needs and offeringadapted solutions.► Create a customer feedback loop with product management to surfacecustomer requests and help translate customer feedback into productrequirements► Schedule periodic meetings with key stakeholders within an account to do anaccount health check.

Noida Area, India

► Manage Key Accounts portfolio worth US$500K in the travel and hospitality industry across different regions► Maximize client revenue a by acting as a Strategic Advisor to help grow businesses and beat competition► Identify potential clients through existing and new databases including develop and execute account plans for key customers► Direct internal resources for lead generation, prospecting and qualifying target accounts along with generate and manage new sales opportunities through a healthy pipeline► Oversee trials and POCs (Proof of Concepts) for prospects and ensure conversions► Identify needs of existing and potential clients and assure appropriate resources are committed to meeting those requirements► Ensure high degree of client satisfaction to grow the account and win repeat business► Grow and manage existing accounts and prospect new growth initiatives► Comply timely and accurately for call reports, forecast, customer plans and client analytics► Demonstrate pro-activeness in identifying project issues and bottlenecks► Leading a team by providing them with guidance, motivation and support► Establish multiple contacts per account; understand key initiatives on client’s side; keep an eye on competition and conduct business reviews► Produce reports and matrices to monitor action plans leading to performance results

Noida Area, India

► Ensured high degree of client satisfaction to grow the account and win repeat business► Grew and managed existing accounts and prospect new growth initiatives for the business► Complied timely and accurately call for all revenue reports, forecast, customer plans and client analytics► Provided regular two-way communication between the customer and team to provide strong team representation and set proper customer expectations.► Reviewed all major deliverables to ensure quality standards and customer expectations are met► Demonstrated working knowledge of the hospitality suite of RG products in order to effectively support the customer, liaise with other departments to resolve issues and maximize customer benefits► Ensured all customer details are updated regularly in the CRM tool► Identifyied up-sell and cross-sell opportunities for current customers to increase company revenue and customer use of RG products

Noida Area, India

► Established department objective and goals for retaining more customers and increase revenue generation► Assisted customers in installation and operating computer software, hardware and related problems► Monitored employee performance and performed required appraisals► Managed support cases and resolved all issues, evaluated resolution provided to confirm complianceAssisted support analysts and provided necessary feedback on cases escalated to senior management► Reviewed all cases, verified all information and corrected cases when required► Organized cases to be sent to support analysts, escalated cases if not resolved by system analysts, and ensured use of all resources for resolution► Assisted customers, understood requirements and worked accordingly

► Performed troubleshoot and documented all client application issues► Monitored client queries and assisted them with help of email and phone► Organized all documents for client issued and maintained a tracing system for same► Maintained all information of status and updated customers accordingly on progress of resolution► Coordinated with colleagues, analyzed and resolved all complex problems faced by customers► Provided application support in off hours as well

Gurgaon, India

► Logged client technical requests on internal company systems and assigned them to correct departments► Provided operational support to internal departments and external suppliers as per business requirements► Assisted in production and maintenance of client support documentation and interactive help systems► Used Microsoft Office, particularly Excel, PowerPoint and Word to produce clear and concise reportsEnsured that customer related company-wide filing systems and archive records are accurate and up to date► Dealt with customer’s questions regarding product technology, via telephone, e-mail, and web chat