Managing a team of Customer Success Managers focused on the 500+ Ecommerce Businesses subscribed to the Remarkety product. Responsible for training, education, performance evaluation and growth plans of all new CSMs in the team. Design various Customer Success processes to ensure excellent customer retention and successfully maintain the churn rate to be below 2%. Monitor key metrics such as Revenue, Lifetime Customer Value, Average Onboarding period etc. Collaborate with Product Team on User Interface design and new product features. Responsible for upselling, cross selling and adoption of various Namogoo products.

Working with the customer and technology development team for the overall success of the product. Responsible for Increasing customer loyalty and reducing churn.Monitoring key metrics (Net Promoter Score, Email Engagement, Customer Trends, Revenue, Churn) and install ways to improve them. Using qualitative and quantitative data to find opportunities for A/B testing and introducing new features to the product. Assisting customers with digital marketing strategies to increase conversion and drive revenue. Conduct business reviews and proactively suggest solutions to common customer concerns. Responsible for developing Customer Success methods and working with product marketing to create and refine existing collateral. Providing feedback to the product team by effectively communicating customer needs and help design ideal offering/features by working cross-functionally across various teams. Providing analytical framework and support to evaluate brand and top of funnel features for the product

• Interviewed science and technology entrepreneurs in the greater Los Angeles Area. • Worked for CSEP (Center for Science & Engineering Partnerships) department on a research project that focused on market validation of early stage technology STEM start ups.• Analyzed programmatic resources essential to facilitate their business growth, success and progress.

• Designed the customer success model for company through a data driven approach of customer behavior with product usage trends• Working with Sales Force and a product-customer interaction tool to track customer experience• Suggest improvements in various phases of the product cycle• Find sources of customer satisfaction and design a predictive tool to prevent churn and facilitate consumer growth

• Provided quality and regression testing for six websites. Successfully maintained 100% availability while incorporating weekly updates. • Worked with cross functional teams to analyze user feedback and successfully resolve customer issues. • Analyzed user behavior trends, click data to maintain a fully functional web interface 24X7. • Authored documentation on testing procedures and methodologies to set standards of performance in the company.• Worked with remote cross functional teams to reach business objectives.

• Multi faceted client facing role. Responsible for publishing and creating SEO friendly digital media content for over 60 companies managed daily. • Responsible for client on boarding, execution and project delivery. • Set client expectations, designed marketing strategy, worked with Sales Force, and exceeded monthly targets for over 100 finished projects.

• Worked with Marketing to come up with packaging user requirements.• Worked with packaging vendors to assess new technologies, materials, concepts, and designs.• Obtained viable prototypes from packaging vendors and reviewed them with Marketing and R&D functions in-house. • Helped meet project timelines by driving completion of deliverables by continuous follow up with various business functions.

• Worked in the Production and Operations Department of EMI Label Services.• Monitored the process for album releases and made sure all deadlines were met.• Made sure the final product album met the specific requirements.• Maintained original CD masters, vinyl albums, stickers, and artwork.• Assisted in approval and testing of new release albums and communicated with various recording studios on the status of the production of album masters.

• Interviewed new customers to understand financial needs and future plans.• Worked within the wealth management unit to create investment risk profiles.• Provided Mutual Funds and Insurance Policy recommendations suitable for individual customer needs.