Marketing Campaign Management , Campaign Strategy , Content Creation , Campaign Monitoring and Analytics

• Managed a portfolio of key accounts, ensuring customer satisfaction and retention.• Developed and maintained strong relationships with customers, serving as their primary point of contact for all account-related inquiries and issues.• Conducted regular account reviews to identify opportunities for upsell and cross-sell, driving revenue growth.• Coordinated with cross-functional teams, including sales, product, and support, to deliver exceptional customer service and drive business growth.• Provided training and education to customers on product features and best practices to promote customer success and adoption.• Developed and managed customer success metrics, ensuring alignment with business objectives and customer goals.• Acted as a customer advocate, providing feedback to internal teams on customer needs and requirements.

• Build and maintain strong, long-lasting client relationships.• Work closely with the internal teams to achieve qualitative targets specified by the organization• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.• Negotiating with existing clients and demonstrate the ability to showcase the offerings of the organization• Assist with challenging client requests or issue escalations as needed.• Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts)• Prepare reports on Product Usage/performance.• Ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail.

The Sales/Renewals Operations Analyst is responsible for ensuring the prompt and accurate resolution of all renewal-related issues and inquiries, as well as proactive resolution of data and quoting issues, pricing ,Discount , SKU ,revenue Deals and special projects. In this role we liaise with other internal groups including but not limited to Renewal Sales, Field Sales, Renewal Quoting teams, Order Administration,Data Management,Finance Team IT, Customer Care, Sales Operations, Support Operations, O2C and Marketing Operations.• Quote creation and Modification.• Handled licensing, Pricing, Discounts,quoting & sales team issues related to all Symantec, bluecoat products for all regions as a part of Renewal & sales operations team.• Ensuring highest levels of problem resolution accuracy and responsiveness.• Recognized for handling issues with cross functional teams (technicians, duty managers & accountmanagers) across Symantec (Blue coat/ Network protection) in a multi-channel customer supportenvironment (email, phone and chat) using applications like Oracle, Sales force and multiple cloudapplications.• Take complete ownership of reported issues through to completion of data correction.• Proactively review all incoming data to ensure that customer and asset information is correct• Review existing data, check for problems or duplicates, identify root causes, correct all inaccuratedata, and document best practices.• Proactively monitor and research RMA transactions to ensure business data requirements are met.• Ensure that a root cause is identified for each problem found and execute a corrective action plan.• Research, diagnose, and correct problems reported through the Renewal Operations alias.• Recommend and implement process or system improvements to improve data integrity.• Queue Lead Assigning and managing the work queue, responsible for meeting daily SLAs.

• Helping customers with and license related queries.• Create a technical case for our technician to help customer with any technicalissues.• Revenue generation by helping customers renew the licenses via Symantec E-store.• Assisting customer via Calls, Chat and Email to provide end to end resolution.

• Handling Escalations & Complaints from Customers • Looking after the Call quality for all the agents within the team daily • Making agent-wise performance report and coach the agents based on their areas of opportunities • Managed a team for 20 advisors • Taking sessions on Quality and Call Calibration • Conducting a Pre-Shift/Team meeting for 30 minutes twice a week regarding the process updates and the best practices to improve the performance.

• Handling Customer Queries• Mentoring nesting batches. Providing feedbacks to the agents• Quality T100 (loan quality coach)• Measuring the improvement of calls taken by agents