Ankit Yadav Email & Phone Number

Gurugram, Haryana, India

Gurugram, Haryana, India

- Lead the Customer Success team to efficiently drive retention and consumption of platform modules by focusing on strong client enablement, value-added client conversations, renewal negotiations, and internal and external stakeholder management.- Lead Consulting and Business Development for Digital Services, which includes offering an end-to-end suite of services across Digital and Social Media Campaigns and Experiences, Marketing Content & Communications, Consumer Research & Insights, Consumer Engagement Strategy, Marketing Platforms, and Marketing Effectiveness.- Drive excellence in successfully managing diverse projects, including Marketing Consulting & Communications, Campaign Content, Change Management, Campaign Program Strategy & Execution, and Integrated Customer Lifecycle Management.- Aligning cross-functional synergies towards collaborative initiatives & interventions towards top line as well as bottom line objectives- Drive the change management, team enablement, and development initiatives in sync with the larger organization's goals and initiatives.- Drive product enhancement pipelinesRecruiting Customer Success managers, Business Development Managers, and inside sales representatives- Advocate technology both internally and externally.- Monitor industry trends, competitive landscape, and identify risks to the business, taking preemptive action to mitigate them.

Gurugram, Haryana, India

Gurugram, Haryana, India

Gurgaon, India

· Manage a portfolio of accounts, establish productive, professional and profitable relationships with key personnel and CXO's in assigned customer accounts.· Lead, mentor and train a team of account managers.· Coordinate with various departments within the organization, including support, service, technology and manage resources, in order to ensure seamless functioning of the client accounts.· Responsible for client receivables; planning and execution of contract renewals.· Continuously identify opportunities for up-selling /cross-selling the company product portfolio and meet assigned targets for profitable sales volume and strategic objectives in assigned accounts.· Proactively lead a joint company-strategic account planning process that develops mutual performance objectives, financial targets and critical milestones for a one and three-year period.· Maintain a consistent schedule of online meetings with the client to manage performance objectives, customers- expectations and assess customer needs on an ongoing basis.· Document all requests and comments made by clients to ensure timely feedback and follow-up actions of client escalations.· Lead solution development efforts that best address customer needs, while coordinating the involvement of all necessary.· Continually innovate, develop and suggest enhancements to the client management function such as new methods of analysis or service techniques

Gurgaon, India

· Serve as the primary point of contact for clients regarding project and strategic level questions· Project management, project scheduling, and scope definition· Maintaining business relationship and ongoing communications during and post implementation project· Post launch adoption activities including both private and public instructor led web-based training, and general best practices consultations· Provide ongoing telephone and e-mail support to CrowdCompass clients to resolve account and technical issues and maintain excellent relations between CrowdCompass and its clients, as a backup resource if volume exceeds capacity of primary customer support resources· Assist Operations departmental managers in identifying areas of improvement in both infrastructure and processes· Assist Development Team on establishing product development priorities (as the voice of the client), QA testing of new features and system enhancements, and providing use case scenarios· Provide troubleshooting assistance to clients on system and equipment issues, if needed.· Responsible for helping drive the desired positive and proactive communication and corporate culture between CrowdCompass staff, clients, and customers

• Ensuring adherence to quality standards, operational policies & procedures• Transaction Monitoring, Coaching & Mentoring of aligned teams to ensure consistent performance on all Key Deliverable while adhering to Client & organization specific guidelines• Deliver customer service training to new hires & vintage population on the floor• Identify and facilitate one-on-one performance coaching based on patterns and trends from internal quality analysis and CSAT data or other data/observations• Develop new and/or scale existing holistic customer experience programs and processes• Drive the creation and maintenance of process documentation for guidelines and policies that support consistency in the customer experience• Conduct VOC Awareness sessions for new hires• Maintain Data and MIS as per training requirement• Handling a team of analysts to fulfill client requirements• Identifying, developing & implementing specific organizational training modules• Conducting training and refresher sessions to mitigate long term challenges• Maintain trending to foresee challenges and prepare action plan to avoid business impact• Focusing on Key Result Areas of the process and performance improvement• Regular interaction with the clients with regards to the site performance in transaction quality & customer satisfaction• Preparing and presenting business reviews on weekly, monthly and quarterly basis

Noida Area, India

• Focus on client and customer needs, by providing extraordinary customer service over the phone, chat and via emails. Handled customer queries and efficiently resolved client issues.• Taking escalation calls as and when required.• Mentoring the new agents and giving training to new hires.• Also Analyzed MIS reports & other statements with a view to upgrade the Shop Floor with latest downloads.

New Delhi Area, India

• Wide range of experience in taking inbound calls for British and American process in retention and customer service