Harsha J Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Leading an amazing team of Renewals Sales Managers for North America and Latin America regions.

Bengaluru, Karnataka, India

Lead renewal specialists for NA & LATAM regions.

Bengaluru, Karnataka, India

. Steered efforts in defining and implementing the team structure, escalation mechanism, reporting structure, performance metrics & SLAs for the processes. . Designed and conducted customized training programs and ensured that the initiatives are aligned with the organizational goals and culture by utilising contemporary pedagogy, learning tools and methodology. . Spearheaded a team of 11 members; trained them on customer facing and operations for global accounts. . Set up a structured feedback mechanism to assess effectiveness of the training programs. Fostered positive relationships with the customers by acting as a primary point of contact for following:o Assisting the clients to implement services & plan projects effectively. o Ensuring that the preset contract terms & conditions are met, managing invoices & bills for assigned customers o Identifying upselling & cross-selling opportunities, addressing customer queries & issues within TAT. o Generating new business and preparing reports on project performance. . Conducted analysis, design and development, writing, delivery, review and evaluation of training and learning interventions. . Led, coached and empowered the customer success team to be successful in their roles. . Ensuring execution of customer journey touchpoints, including onboarding, business reviews, retention, upsells and other opportunities. . Overseeing escalations for assigned accounts and team’s accounts. . Built relationships by providing consistent value and fostering customer loyalty. . Mapped customer success journeys to spot and remove friction. . Implemented the right customer success playbook.

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

. Spearheaded Renewal Reps who acted as Customer Success Representatives & Account Managers. . Managed the different facets of subscription and support renewals. . Prepared the renewal letters, quotations, invoices, and notification. . Identified the solutions to optimize and effectively manage the customer escalation process. . Designed, implemented and monitored the Quality Assurance formats and standards. . Planned & Executed Process excellence methodologies. . Helped develop and maintain best practices for implementing and supporting Aptean products in both internal and customer-facing knowledge bases. . Provided feedback to section managers on training/coaching requirements for their employees. . Created and facilitated communication channel between the customers, product management team and engineering teams.

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India