-- Lead product strategy and roadmap development based on customer feedback, market trends, and competitive insights.-- Collaborate with cross-functional teams to prioritize features, enhancements, and customizations to meet customer needs and market demands.-- Drive operational efficiency and process improvement within product operations to streamline workflows and enhance productivity.

--Collaborate with key accounts to develop account plans and strategies. Identify growth opportunities, upsell and cross-sell potential, and recommend product enhancements or customizations to meet specific account requirements.--Gather and analyze customer feedback, market trends, and competitive insights. Use these insights to provide input for product strategy, identify opportunities for innovation, and make informed decisions to meet customer and market demands.--Drive operational efficiency and process improvement within product operations. Identify bottlenecks, streamline workflows, and implement best practices to enhance productivity and ensure smooth product development and delivery.

-- Led a team of Key Account / Customer Success Managers, overseeing their performance, development, and alignment with company goals.-- Developed and executed strategies for effectively managing key accounts, ensuring customer satisfaction, retention, and growth.-- Aligned team objectives with company targets, setting clear expectations, and providing guidance to achieve desired outcomes.-- Fostering a culture of customer-centricity, collaboration, and continuous improvement.-- Conducted regular team meetings and performance reviews, providing constructive feedback, coaching, and recognition to drive individual and team success.-- Monitored key performance indicators (KPIs) and metrics to track team performance and individual contributions, identifying areas for improvement and implementing action plans as needed.-- Developed and maintained strong relationships with key accounts, serving as a trusted advisor and escalation point, ensuring their success and promoting long-term partnerships.-- Conducted regular business reviews with key accounts, analyzing performance, identifying opportunities, and presenting strategic recommendations to drive mutual growth and success.

-- Led a team of 8 Customer Success / Key Account Managers, providing guidance, coaching, and mentorship to drive high performance and achievement of customer success goals.-- Developed and implemented customer success strategies aligned with business objectives, resulting in a 30% increase in customer retention rates. -- Established streamlined processes and workflows for customer onboarding, adoption, and retention, improving time-to-value by 50% and enhancing the overall customer experience.-- Monitored key customer success metrics, including retention rate, churn rate, net revenue retention, and customer satisfaction scores. Achieved a retention rate of 95% and reduced churn rate by 75% through proactive customer engagement and strategic initiatives for escalated clients within 45 Days of handover.-- Collaborated with cross-functional teams, including sales, marketing, product, and support, to align efforts and deliver a seamless customer experience across all touchpoints.-- Led strategic customer accounts, fostering strong relationships, understanding customer needs, and driving customer success outcomes. Achieved a 20% increase in upsell and expansion revenue within assigned accounts YOY.-- Advocated for customers within the organization, capturing customer feedback and collaborating with product management and development teams to prioritize customer-driven enhancements.-- Developed and delivered training programs for the customer success team, enhancing their skills and knowledge in customer relationship management, account management, and product expertise.-- Stayed updated on customer success methodologies, industry trends, and emerging technologies through continuous learning and professional development.

-Responsible for ultimate ownership & management of the client relationship-Assisted development and quality assurance teams with version updates including finding and replicating software bugs and testing new pre-release versions.-Continually work with other department heads and managers to increase overall productivity across the organization with the overall goal of increasing customer satisfaction-Acted as an escalation point for customer satisfaction issues that were of a highly sensitive and timely nature.-Collaborated with members of the management team to provide leadership and direction to employees throughout the Support department.-Created, authored, and maintained a full Support Knowledge Base and customer-facing Frequently Asked Questions (FAQs)

-Working under the supervision and guidance of the Support Head (COO); became proficient in many projects (Client) strategies from them.-Collaborated with Support and Sales Team to optimize the working environment and customer service.-Collected information through client phone calls to identify and report product problems.-Worked closely with management to analyze the effectiveness of customer service and make recommendations for changes in the software.

-Helping clients with regards to functional issues with the F&B Software (Supply Chain Management and Point of Sale). Served as a point of contact from project initiation to completion.-Worked with project team members and clients to coordinate activities, environment setup, installation, and integration testing.-Provided functional and technical support, troubleshooting and diagnosing software problems. Resolving the issues over the telephone and by email.-Documentation for the software on an as-needed basis.

-Providing technical support to clients and to the teams within the organisation when required.-Managing ticketed query system and ensuring a comprehensive database of queries and resolutions is kept up to date.-Providing software application support.-Establishing the root causes of application errors, and escalating serious concerns to the Technical Team.