• Resolved 50% of customer challenges with a revenue impact of USD 560k within 3 months by identifying top customer challenges, churn risk, prioritising high impact issues via regular cadence, and collaborating with internal teams• Achieved a 8% increase in GRR by supporting repeatable and scalable account management processes to ensure retention, and growth by measuring GRR, NRR, NPS and CHS• Segmentation of 120 large enterprise customers based on 4 key measures {Revenue, Relationship, Strategic Importance & Product Adoption} leading to creation of new structure and coverage model for Account Management• Restructuring of portfolio size for each Key Account Management team to enable a dedicated advisor for 10 specific customer sectors• Enabling GRR & NRR target setting for key enterprise accounts

1. Customer Success Initiatives• Introduction of GRR, NRR & Customer Health Score within the organization, • Draft Customer Success playbook and regulate MBRs for Key Accounts to optimize GRR by 10%2. Execute Voice of the customer• CX surveys for global merchants and banks to measure the CSAT of internal teams and improve the overall NPS of the business from -5 to 21• Feeding insights into product PI planning, curating a CX report to include customer pain points for improvising internal operations, and building necessary features3. Enable Automation Initiatives• Deployed a support chatbot for enterprise customer queries to ensure that concerns are resolved in real-time leading to improvement in FRT & SLA• Implemented IVR support for 2 countries, automating issue triaging and agent handover to achieve above 90% service quality and reduced wait times• Automating ticket severity by defining and measuring urgency, impact, and extent factors and mapping them to the right SLA to solve 21% of major incidents faster

• Managed new & existing enterprise accounts (StarHub, Tata Mutual Funds, Vantage, & Max Life) of USD 150k ARR by achieving customer specific objectives eg, enhanced automation, NPS & enabling multi-language capability• Addressed escalations from a customer in P.O.C stage by rectifying product gaps to ensure expectations communicated by the sales team are delivered and a new key account worth additional USD 30k ARR is onboarded without any hassle• Drafted a Customer Success template for analysts and onboarded the same on a third party platform

• Executed strategic actions to improve the end user experience (NPS > 15) and automation (> 80%) for a WhatsApp conversational AI• Monthly business reviews with the 3rd largest Telco in Singapore (StarHub) to evaluate the CX and accuracy performance of the chatbot on Facebook, WhatsApp, and the Online store• Onboarded and trained 5 new team members, guiding them to consistently meet the essential KPIs for an enterprise account• Awarded with All-Stars in the year 2021 based on the previous year performance

• Daily conversation analysis in understanding customer experience and IVA support.• Achieving higher accuracy and automation in providing IVA support• Identifying intents based on customer queries to asses business requirements and provide recommendations for IVA support• Focussed approach on callback% analysis to identify gaps in customer experience• NPS driven improvements in enhancing customer experience on IVA• Deeper conversation analysis to help in building various ML models for enhanced IVA support

1. Calculate performance report of Individual SM's and SE's including Productivity, CAC and Target acheived on a weekly basis.2. Fetch insights and discrepancies in the subscription data.3. Process, validate and release current as well as pending payouts.4. Generate updates on Project Tag.