Rahul Bir Singh Email and Phone Number
Building and growing world class Customer Experience in the B2B and B2C space is what excites me professionally. I currently work with start-ups and help them boost revenue through enahced CX.Previously, I have led 200+ member teams and managed end-to-end customer experience for large companies such as Dineout and Classplus. Driven onboarding, customer success, support and renewals. My expertise lies in developing and implementing strategies that drive revenue and market share.My professional journey has an extensive background in leading product and growth at leading online businesses, helping them generate more revenue, grow their business and improve overall customer experience.I have also led Product and Growth at Paytm where I drove product development for city rail services across India. Some of the initiatives I led there helped the business grow up to more than 400k monthly users and 2 million+ app downloads.I am passionate about staying at the forefront of tech businesses and always looking for new opportunities to drive growth and innovation. If you have something to discuss/share related to product, growth or customer experience, feel free to drop me a line.
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DirectorStealth Mode Ai Startup Jul 2023 - PresentNew Delhi, Delhi, IndiaDriving an AI-enabled start-up. Announcement coming soon! -
Head Of Business / Customer ExperienceVarious Startups Jun 2023 - Present1. AyushPay : health-tech platform targeting preventive healthcare through a subscription based plan.Product, Tech, Tech hiring, Customer Experience, Post Sales Operations & Supply Partnerships2. Juleo Club : premium singles club for urban professionalsHelpdesk set up, operations processes, hiring3. RazorArt : Simple and intuitive text-to-AI technology specifically tailored to teaching use-cases. Business development, Product -
Avp - Customer ExperienceClassplus Oct 2021 - May 2023- Built the strategy of the customer success team to help grow the revenue of the team by 6x in 15 months via cohort based targeted interventions- Implemented new client activation techniques, such as webinars, growth sessions, offline events andYouTube training programmes- Overhauled business operations and converted the Customer Experience team from a cost centre to a profit centre improving Rev / Sal multiple of 0.15x to 1.2x- Ideated and built Whatsapp-based communities and scaled them to 10k+ members in 6 months, allowing 10k long-tail clients to be managed by 2 people resulting in annual saving of INR 1 crore- Revamped Helpdesk operations and improved NPS from <15 to consistently 30+ & reduced costs by 50%- Drove FCR from 70% to 92% enabling quicker resolution times for customers and reduced inputs required from the team per ticket- Scaled a new re-selling initiative, which helped teachers resell content of other teachers via a global library, from INR 50k / month in Oct ‘21 to INR 40 L / month in Mar ‘23 -
Head Of Customer ExperienceDineout Apr 2020 - Oct 2021- Manage end-to-end Customer Service operations- Design & implement processes to optimize customer interaction flows at all touch points, including app, web & social- Work with product on interventions to enhance customer experience- Work with product to build backend systems to improve process effiiency- Calculate and maintain NPS, CES, CSAT, etc and analyse its impact on CLT and take corrective actions -
Head Of Customer Success At Inresto By DineoutDineout Sep 2019 - Oct 2021Delhi- Increasing adoption of B2B products through product intervention- Efficiency of post sales process- B2B sales strategy- Managing end-to-end operations of customer lifecycle- Lead customer support vertical
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Product + Growth ManagerPaytm Sep 2017 - Sep 2019- Leading product development for City Rail services across India. Launched innovative products in multiple cities- Leading Paytm Automatic - a subscription bill payment service, which has successfully reduced customer retention costs. - Helped grow Business With Paytm app to 2+ million downloads and 400k monthly active users, successfully over activating 60% of Paytm's active merchant base˗ Ran merchant lifecycle management programs to control and manage the merchant experience from app download to repeat usage through in-app marketing- Lead the UI/UX re-development of the Paytm For Business website˗ Run digital marketing campaigns for Paytm For Business -
Growth ManagerPaytm May 2016 - Sep 2017Noida Area, India- Improving profitability through implementation of effective pricing strategies- Developing multiple elasticity models + conducting customer behavior analysis for various categories such as watches, eyewear, handbags, luggage and jewellery- Increasing category traffic through creation and execution of multiple campaigns on the app and website- Extensive GA driven data analysis and A/B testing- Funnel optimization across own media properties and marketing channels (Facebook, SEO and Affiliates) through new customer acquisition and repeat purchase interventions- Developed omni-channel partnerships for the business
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Product Marketing & StrategyIsource Oct 2012 - Mar 2015Noida Area, India- Worked with an IT partner to digitize a legacy business vertical – iSOURCe Updates. Achieved 30% y-o-y growth- Conceptualized and lead development of custom ERP and HRMS systems for the company- Led a team of five people managing various functions – digital media, direct marketing, business development- Designed marketing strategies for over 20 leading IT & Telecom partners to promote their events, products and services via direct channels such as phone, email and video chats. -
Fundraising Manager (Pro Bono)Appco Group India Jan 2012 - Sep 2012- Raising funds for HelpAge India- Recruiting and training a fund raising team- Territory management and strategic sales planning- Running office level meetings and team building sessions -
ConsultantI3 Consulting Private Ltd. Jun 2010 - Nov 2011- Worked on client site in Riyadh, Saudi Arabia to improve the warehousing structure of a hospital chain- Built a financial model for a auto-loan company being setup in Saudi Arabia- Conducted research for private equity clients
Rahul Bir Singh Education Details
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Business Administration And Management, General -
Shaheed Sukhdev College Of Business StudiesBusiness Administration And Management, General
Frequently Asked Questions about Rahul Bir Singh
What company does Rahul Bir Singh work for?
Rahul Bir Singh works for Stealth Mode Ai Startup
What is Rahul Bir Singh's role at the current company?
Rahul Bir Singh's current role is Product, Growth, Customer Experience.
What schools did Rahul Bir Singh attend?
Rahul Bir Singh attended Indian School Of Business, Shaheed Sukhdev College Of Business Studies.
Who are Rahul Bir Singh's colleagues?
Rahul Bir Singh's colleagues are Meng Ge, William Pemton, Matt Goldensohn, Nathalie Darvas, Sara J., Boone Adkins, Shawn Liu.
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