Rohit Sharma Email & Phone Number

India

Gurugram, Haryana, India

Gurgaon, Haryana

Birdeye is an All-in-one customer experience & reviews software for multi-location businesses. At Birdeye, I manage the SMB Customer success managing a portfolio of 6000+ customers. My key responsibilities as the leader of SMB includesManaging a team of 17 CSM's to increase product adoption, gross retention and net retention across SMB segment.Hire and Scale Teams. Ensure we hire the best talent who are passionate about customer successSet up process to drive GRR/NRR. Currently driving 3 different motions with 3 teams.Driving Adoption Campaigns, Nurture campaigns to increase product stickiness and increase overall retentionImpact:Reduction in Churn : Improved GRR by 15 % in last 3 quartersIncrease in Upsell/Cross Sell - Improved NRR by 4% for the segmentProduct Stickiness : Product Adoption increased for existing customers.Awards:Awarded Customer Success Savior 2020Awarded Certificate of Excellence for leadership Q2,21

I am currently managing Global Customer Success for WizIQ, an E-learning delivery platform. I currently manage a team of 12 Customer Success managers with a book of business of ARR 2.5 million USD. I am also responsible for successful on-boarding and product implementation of the product ensuring success of our customers.Achievements:Developed the entire process of Customer Success ensuring product adoption especially for low engaged users.Developed the On-boarding process based on user journey map keeping in mind the learning curve and emotionStarted a Win-back campaign based on product improvements to renew churned customersResponsibilities Ensure that the team is engaged in End to End Customer Success.Work closely with Sales teams to help transition the account from Pre-Sales to the Customer Success Management program and identify expansion opportunitiesEnsure Smooth on-boarding experience and product implementationEnsure Customer Renewal and Revenue Renewal goals are met consistentlyCoordinate between Product Management and CS team to ensure the product roadmap is aligned with customer experienceImprove ARR and MRR and reduce customer churn

Chandigarh Area, India

WizIQ is the world's largest Educational Network and also a Virtual Classroom Platform provider.I am currently working as an E- Learning Specialist with WizIQ. Having worked as a senior Trainer and then a customer experience lead gives me more insight into the technology and requirements of our clients. As an E-Learning Specialist, I work closely with the Product Development team of WizIQ to provide consultation and development of E- Learning. My daily tasks includes• Consulting with management and other leadership to identify business processes.• Identify and evaluate business initiatives to ascertain appropriate programs that meet company goals.• Recommend training and development systems.WizIQ supports different LMS/CMS such as Moodle/Blackboard/Canvas and also provided Website integration . As an E-learning Specialist, I also oversee training of employees and design programs to educate potential customers.

Chandigarh Area, India

Started as a trainer and got promoted as an assistant Manager handling Training and Support department. I managed a team of 14 people and my job responsibilities includePreparing Training Modules for Training team.Monitoring training sessions to ensure quality training.Managing Internal Training's.As a Customer Support Manager, I always believed that Customer service is a mentality; not a department. Having worked with Dell as a Case manager gave me an insight into how you can devote, deliver and delight your customers and that's what I always wanted of my team. My Job and responsibilities as a Support Manager include. Designing Customer Service Process. Manage a team of Customer Service representatives. Team building Starting Customer Success team to ensure much effective customer service. People Management

Chandigarh Area, India

WizIQ's easy-to-use online teaching and learning solutions are being used by more than 200000 teachers/trainers, 5000 organizations, and 3 million learners.I joined WizIQ as a Product Trainer but was promoted to a Senior trainer profile in just six months. As a Product Trainer,I always made sure that I connect with my trainees, have command of the Product and training material and have the rhythm and energy to keep the trainees engaged. I really try to “tell a story” through the materials, make the training relevant, interesting and fun.

Chandigarh Area, India

As a CS associate, my job was to ensure exceptional customer service while maintaining AHT and aux time.Did pilot for Canada Customer careMoved to outboard team within 6 months of joining CC CanadaExceptional performance in CE and XPR as an outbound specialist

Chandigarh Area, India

Working on STPL ( Short Term Personal Loans) along with a team of 5 Field sales rep. Successfully managed direct branch walk-ins and successfully converted the same.Managed team target for the quarter and overachieved the same.

Bachelor Of Commerce - Bcom, Business/Commerce, General

Education record