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

Lead renewal specialists for NA & LATAM regions.

. 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.

. 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.