In my role as the Director of Customer Success, Professional Services, and Tech Support at Lockstep (now, Head - Customer Success, after Sage's acquisition of Lockstep in Sep'22), I've undertaken several strategic initiatives to drive growth, enhance the customer experience, and ensure the success of our clients. I set up and structured the Customer Success, Business Implementation, Tech Support, and CS Operations teams, aligning them with a common goal of delivering exceptional value from our products and enhancing the overall customer experience.A significant part of my role involves driving and maintaining an impressive annual revenue exceeding $4 million, with an exceptional client retention rate of more than 95%. I also implemented key performance metrics such as CSAT and NPS to gauge client satisfaction and loyalty, achieving an average NPS score of 42 for the past two quarters.Efficiency has been a priority, and I've successfully reduced project implementation times from 10 weeks to just 4 weeks while maintaining an average satisfaction score of 9. This swift project deployment not only benefits our clients but also underscores our commitment to delivering a seamless experience.Furthermore, I play an active role in driving fundraising efforts alongside the executive team, working towards meeting planned targets for the next 18 months. This collaborative approach is essential in ensuring the continued growth and success of our organization.

As a member of the RevOps Community, I am part of a dynamic and supportive network designed to empower its members in the world of Revenue Operations (RevOps). The community offers a wealth of resources, including on-demand expertise, best practice content, educational opportunities, and engaging networking events. This collective approach ensures that we don't have to navigate the complexities of RevOps from the ground up, sparing us from the challenges and learning curves the founders experienced. At the heart of the RevOps Community is the belief that our collective success is elevated when we support and uplift one another, fostering an environment of mutual growth and shared knowledge.

In my capacity as a Customer Success Coach, I have been instrumental in providing guidance and support within the Catalyst Coaching Corner program. This unique initiative pairs individuals seeking to enter the realm of Customer Success or advance their careers in this field with seasoned industry leaders. Through this program, I facilitate monthly coaching sessions that empower and equip participants with the knowledge and insights needed to excel in the dynamic field of Customer Success. This mentorship platform serves as a catalyst for personal and professional growth, offering invaluable guidance to individuals at various stages of their Customer Success journey.

In my capacity as a Senior Customer Success Manager, I played a pivotal role in championing client success and driving our business forward. My responsibilities included leading and mentoring a dedicated team of Customer Success Managers and analysts, empowering them to deliver top-notch service and support. I established strong, enduring relationships with our clients, acting as a trusted point of contact for addressing their unique needs, offering strategic insights, and tailoring solutions to align with their specific objectives. My commitment to delivering excellence translated into consistently high client satisfaction and retention rates, reflecting the value we provided. I actively identified opportunities for process enhancements and efficiency gains, streamlining operations and elevating the overall quality of service. My role also involved knowledge sharing, as I conducted sessions to promote best practices within our client community, fostering a culture of continuous learning and growth. Ultimately, I acted as a strategic partner, ensuring that our clients not only maximized the value of our offerings but also achieved their business goals, contributing to the overall success of our organization.

During my role as a Senior Customer Success Manager at Haptik, I assumed a leadership position, spearheading initiatives that significantly impacted the overall client experience and contributed to the success of our clients. One of my primary responsibilities was to lead and mentor a team of Customer Success Managers and analysts. Together, we worked diligently to ensure high-quality success program deliveries, consistently driving successful outcomes for our clients.To promote knowledge sharing and best practices, I conceived and conducted a series of webinar sessions for our clients. These sessions helped in enhancing the skills and capabilities of our clients.In the realm of process improvement, I led efforts to create standard procedures and escalation policies for the customer support team. These enhancements streamlined our operations, ensuring consistent service delivery and improving overall efficiency.In terms of technology and product performance, I closely monitored metrics and developed actionable insights to enhance the efficiency and performance of our chatbots. This not only improved the quality of service but also allowed us to deliver better results to our clients.A notable achievement during my tenure was maintaining a remarkable 100% client retention rate while simultaneously increasing recurring revenue across all client accounts. I also ventured into content creation, crafting whitepapers that emphasized the ROI of chatbots for various industries. Additionally, I created whitepapers highlighting the role of global brands in elevating customer experiences through conversational AI. These resources positioned Haptik as a thought leader in the industry.Moreover, I collaborated closely with the marketing team to develop multiple case studies showcasing successful client engagements. These case studies served as powerful testimonials to the value we provided to our clients and highlighted our commitment to their success.

During my tenure as a Key Account Manager which was later transitioned to Customer Success Manager at OneDirect, I spearheaded several critical initiatives that significantly contributed to the success and satisfaction of our clients. Our paramount objective was to nurture long-term, mutually beneficial relationships with clients, and I am proud to say that I consistently exceeded annual goals with a remarkable client renewal rate surpassing 96% across over 25 accounts.As the POC for our clients, I took on the role of not only addressing their immediate needs but also providing comprehensive training, overseeing data conversion, managing setup and configuration, and resolving complex issues. Leveraging independent judgment and meticulous analysis, I was empowered to determine the most effective methods to resolve any challenges, ensuring the unwavering loyalty and satisfaction of our valued clients.Collaboration was at the core of our approach, and I partnered closely with cross-functional team members to translate intricate business needs and product requirements into innovative solutions. This collaborative effort led to the seamless negotiation of long-term contract renewals, reinforcing our commitment to fostering enduring client relationships.Strategic planning played a pivotal role in our efforts, and I diligently facilitated the penetration of key accounts through meticulously designed initiatives. This approach increased client retention and expanded our client base significantly.Technical troubleshooting and problem-solving were essential facets of my role, as I provided expert assistance to clients. This support not only resolved immediate problems but also laid the foundation for ongoing client success.Moreover, I actively listened to client feedback and effectively recommended changes, improvements, and product enhancements to our product development team, ensuring that our solutions continued to evolve in line with our clients' evolving needs.

During my tenure as the Business Expansion Lead at Roposo, I undertook a multifaceted role that wielded significant influence on the platform's growth and performance. I held complete P&L ownership for multiple brands operating on Roposo's commerce platform, where I efficiently managed annual revenues exceeding Rs10 million. This meticulous financial stewardship resulted in a remarkable growth of approximately 15% in revenue during my tenure.One of my key responsibilities was the development of a comprehensive e-commerce strategy and future roadmap. This strategy was designed to drive revenue, foster business growth, and enhance brand engagement across various digital platforms. Through strategic implementation, we realized a significant increase of approximately 20% in brand engagement metrics, solidifying our market presence.Leveraging Roposo's marketing and branding expertise, technological capabilities, and data-driven insights, I collaborated closely with brands to provide customized solutions tailored to their growth and market share aspirations. This collaborative approach led to a substantial increase of approximately 25% in partner brand satisfaction and retention, further solidifying Roposo's reputation as an ideal platform for e-commerce.Effective cross-functional collaboration was pivotal in managing overall business deliverables, and my involvement in this aspect contributed to an enhanced efficiency and alignment across teams. This alignment improved the overall business direction, prioritizing customer-centricity, and implementing changes based on valuable feedback. This customer-centric approach resulted in an approximate 30% increase in customer satisfaction levels, reflecting our commitment to an ideal consumer shopping experience.

During my dual role as a Community Manager alongside my Business Development responsibilities at Roposo, I orchestrated several significant achievements that profoundly impacted the platform's community dynamics and engagement.I diligently identified fashion influencers and successfully onboarded them onto the platform, cultivating a regular stream of valuable contributions in the form of stories, reviews, and other engaging content. This strategic move led to an impressive increase of approximately 25% in user-generated content and community involvement, enhancing the overall platform experience.In addition to my influencer outreach efforts, I conceptualized and executed a series of offline-to-online events designed to foster community engagement. These events not only provided a tangible, real-world connection for our users but also contributed to a significant increase of approximately 20% in community participation and enthusiasm.Furthermore, I took charge of managing the community team and spearheaded the successful onboarding of prominent celebrities, including figures like Sonakshi Sinha and TVF artists onto the platform. This collaboration exponentially expanded our user base, contributing to a remarkable growth of approximately 30% in user acquisition and brand visibility.

During my tenure as a Business Expansion Lead at Giveter.com, I executed several significant initiatives that played a pivotal role in the platform's growth and success. One of my key achievements was the successful identification and onboarding of over 200 gift sellers, each of whom had their products seamlessly integrated into our platform. This strategic expansion led to a remarkable diversification of our product offerings, catering to a broader audience and resulting in an impressive increase in product listings, enhancing the overall appeal of our platform.In addition, I took charge of driving revenue on an end-to-end basis, meticulously managing the entire sales process to ensure not only robust sales figures but also sustainable and mutually beneficial relationships with our sellers. This approach resulted in a substantial boost in revenue, with a notable increase of approximately 25% in sales figures during my tenure.Furthermore, my role demanded close collaboration with both the marketing and operations teams. This synergistic effort allowed us to launch a range of online and offline campaigns, strategically designed to enhance our sales performance. The successful execution of these campaigns led to a remarkable increase of approximately 30% in sales, strengthening Giveter.com's position in the market and fostering lasting partnerships with our sellers.

During my tenure at Minority Brand Creation and Management, I played a pivotal role in co-owning the marketing endeavors, collaborating closely with our clients to identify specific business challenges and brainstorm creative solutions. This collaborative approach led to a remarkable increase of approximately 20% in client satisfaction and a more streamlined, effective decision-making process.Working in tandem with product and category business groups, I was instrumental in devising strategic programs aimed at not only achieving but surpassing revenue targets. Our concerted efforts resulted in an impressive revenue growth of around 15%, and a significant boost in brand positioning, with our brands consistently outperforming competitors by about 10%.One of my core responsibilities involved providing the creative team with a meticulously defined brief, encompassing detailed information about the product, target audience, and strategy. This approach increased the efficiency and clarity of the creative process, leading to a notable reduction in revision cycles by approximately 30%.Furthermore, my role entailed the development of innovative marketing campaigns tailored to meet specific key objectives. This creative initiative resulted in a remarkable increase of approximately 25% in the effectiveness of our marketing campaigns, leading to enhanced brand visibility and customer engagement.To ensure that our strategies were on track, I closely monitored online advertising and social media campaigns, evaluating the performance of various strategies. This data-driven approach led to a significant optimization of our digital efforts, resulting in an approximate 10% increase in ROI and a substantial 15% boost in online engagement metrics. My contributions at Minority Brand Creation and Management were instrumental in achieving these impressive results and fostering an environment of growth and innovation.

During my internship at DDB Mudra, I was deeply immersed in the realm of brand activation for Castrol CRB Turbo and ITC Vivel in the bustling Delhi NCR region. My responsibilities spanned a multitude of critical tasks that played a small role in the success of these brand activation campaigns.I was tasked with procuring and meticulously analyzing data and insights from various circles, enabling us to make informed decisions and tailor our strategies to the specific needs of the target audience. Collating execution plans was another integral part of my role, involving the organization of intricate details to ensure that the brand activation efforts were flawlessly executed.Engaging in primary market research, I ventured into the field to gather valuable insights and feedback from the market, serving as a foundation for data-driven decision-making.Lastly, I played a role in the execution of daily reports, helping to monitor and analyze the progress and impact of our brand activation efforts. My internship at DDB Mudra was an enriching experience, offering me a deep understanding of brand activation, market dynamics, and the intricacies of project management in the dynamic Delhi NCR region. It allowed me to actively contribute to the success of these campaigns and gain practical insights into the world of advertising and marketing.

During my summer internship at Religare, I was engaged in a diverse range of activities that contributed to the business. One of my primary responsibilities was the meticulous analysis of clients' financial needs, objectives, risk tolerance, and investment timelines. This involved in-depth discussions and assessments to tailor investment strategies that aligned with each client's unique financial profile.Furthermore, I played a role in expanding Religare's client base by opening new accounts within the brokering division. This encompassed an array of tasks, from processing paperwork to ensuring regulatory compliance, all with the aim of providing a seamless onboarding experience for clients. Additionally, I actively participated in client acquisition efforts, working towards expanding the firm's market reach and fostering growth opportunities.One of the key aspects of my role involved conducting customer assessments, which entailed understanding clients' financial aspirations and risk appetite. By gaining a comprehensive understanding of their needs, I could assist them in making well-informed investment decisions. My responsibilities also extended to nurturing and managing client relationships, ensuring a high level of satisfaction, and building trust, which is essential in the financial services industry. Overall, my internship at Religare was a valuable experience, allowing me to actively contribute to client-centric financial services and acquire hands-on knowledge of the brokering and investment sector.