•Served as a vital member of an elite 'new-solutions' cross-functional team, skillfully addressing intricate custom requirements and resolving high-impact service issues across cloud telephony and omnichannel solutions for all customer-facing teams.•Drafted BRDs, accelerated custom integrations, and resolved complex issues in telephony, text, video, and WhatsApp solutions (e.g., Virtual numbers, call-centre plans, chatbots, CRMs, text-to-speech, virtual numbers). Created basic SQL dashboards, tested APIs, and mapped processes/IVR flows.

•Spearheaded entire startup vertical, managed all 60+ well-funded organisations with 30L MRR, overseeing all stages: pre-sales, solution design, delivery, governance, and billing.•Collaborated cross-functionally with all other departments, fostering relationships with key personnel and CXOs. Gathered tailored virtual-communication solution requirements, orchestrated design, conducted demos, crafted case studies, generated dashboards, optimized current solutions, and strategized to tap into client potential.

•Managing business relationships across all wedding segments representing more than 350accounts from 7 territories and maintaining a portfolio of +3 crores.•Leading periodic projects to elevate customer retention rates, customer satisfaction andeffort scores.•Strategizing expansion opportunities, driving additional revenues through up and cross-selling and sustaining average +70% renewal rate by conceptualizing solutions.

•Managed 20+ esteemed clients that included fortune 500 companies like Lenovo, Star, HSBC, Rakuten, Disney with an average potential of 2 crores per annum, throughout the lifecycle, starting from pre-launch to renewal as only a single source of information exchange.•Coordinated and translated requirements with internal departments - marketing, sales, operations, partnership, finance, and customer support for ensuring successful execution and increasing retention & referenceability.•Routinely led governance meetings, generated reports, provided demos, organized virtual helpdesks, arranged webinars and shared summaries internally and externally, and successfully maintained an average of 4.5 quarterly CSAT.

• Strategized, planned, and executed the processes of the company’s latterly expanded import services and supported in producing the whole product roadmap.• Associated with the Business development managers, CSMs and Imports director to focus on identifying opportunities, gaps in industry process and understanding the pain points of all the stakeholders (Forwarders, consignees, CHAs, transporters, etc.) and fostered the tech, product, operations and BD team in developing and designing the portal, operation processes, analyzing data & improving sales.• Mentored a team of Customers Success Managers of 2 regions – Punjab & Mumbai. Maintained results by mentoring, counseling & coaching the team and besides, planned, monitored and appraised the outcome regularly.• Worked closely with the tech and product team to conceptualize the internal CRM and assisted in creating, customizing, testing, and instituting among the organization.• Collaborated as an Escalations and Communication PoC to all the success managers for the unanticipated customer service and satisfaction.

• Networked with key customers to identify specific needs related to business development and service improvements, generated new sales from 20+ month on month retained clients and summated at least 3 new exporters monthly.• Worked cross-functionally with the Business Intelligence team to understand current customer retention KPIs (repeat rate, lifetime value, etc.) and forecast for increased customer retention.• Engaged with the website testing team and marketing team on ways to increase customer engagement, portal adoption, online sales and the whole product and process improvements.

• Actively managed the revenue of the company from OEM tied-up dealers with a team of 13 members across India.• Efficiently grew profitability 2 times in a quarter through the team of Dealer account managers on the field.• Monitored the functioning of processes, identified improvement areas and implemented adequate measures to maximise dealer satisfaction level.

• Acted as a liaison between 31-employees sales & service team (handling 190+ dealer counters) and 5 internal departments - product, design, technology, operations and human resource.• Analysed all the service metrics data and process parameters and provided regular product, sales, design and strategic consultancy to the regional sales team that positively affected in highest dealer satisfaction score, 80% technology products adoption and lowest 10% dealer churn rate.• Assured timely delivery of the whole range of 15 products sold by the new car & bike sales team and resolved service and product related problems & queries raised by the dealers and sales team along with being imaginative and creative on the part of product & process improvements.• Examined and shared team's performance & responsibilities regularly based on their sales & service criterion to keep the motivation high that benefited the team in achieving 95% target completion and 30% dealer penetration each quarter.• Analysed and inventoried the data for in-depth understandings and publishing & representing reports such as business pipeline, projection reports and daily/weekly/monthly performance summaries with dealers, regional sales team and senior management for healthy monitoring and data-driven insights.

• Identified and developed new key accounts and opportunities and handled 22 existing and new clients in 3 cities and provided smooth superior service delivery. • Provided training and coaching to dealers‘ sales team on company's processes and Softwares and directly handled 90+ sales executives working on CarDekho's products that helped dealerships to improve employee management and achieve higher retail numbers. • Set up processes, regular review meetings and consulting sessions with dealer principals, managers and sales team for discussions on the area of improvements with the support of data-driven analysis that helped dealerships in increasing online presence, increasing 2% retails and 60% decline in missed call numbers from customers. • Maintained long term relationship with dealer community and multiplied revenue through renewals and upselling.