Sanjeev Awasthi Email and Phone Number

Team Leadership and Management:Lead, mentor, and develop a team of Customer Success Managers.Set clear goals and performance metrics and provide regular feedback and performance evaluations.Customer Strategy and EngagementDevelop and implement customer success strategies to increase customer satisfaction, retention, and lifetime value.Drive customer engagement through personalised communication, onboarding programs, and proactive outreach.Customer AdvocacyCultivate a community of advocates who promote our products/services through referrals, case studies, and testimonials.Identify and leverage opportunities for customer success stories and endorsements.Cross-functional CollaborationCollaborate with Sales, Marketing, Product, and Operations teams to ensure a seamless customer experience.Provide valuable customer insights to inform product development and marketing strategies.Customer Feedback and InsightsGather and analyse customer feedback to identify areas for improvement and develop action plans.Utilise data and metrics to track and report on customer success KPIs.Risk Mitigation and ManagementProactively identify and address customer concerns or issuesDevelop and execute strategies to win back at-risk customers.

 Responsible for managing the entire product life cycle across digital channels – Website, Mobile site & App for operations Defining & managing customer lifecycle across digital platforms for new and existing products for driving customer experience enrichment Conducting market research and customer data analysis for defining the user journeys & transaction funnels for all digital channels Responsible for increasing revenue through asserting revenue leakage in buy flow for all digital channels Responsible for identification, development & deployment of the new features and functionalities across digital channels  Driving projects in sync with cross functional team for platform integration with various third party vendors for a best in class payment systems & user journey experience Managing the partner responsible for handling the customer social media complaints & enquiries Track and report KPIs that enable continual program enhancement and effectiveness

IT – Business Analytics & MIS operations: Automation of Business KPI’s in Business Object Info View (BI Tool) Application by implementing various business logics. Timely and correct report deliveries to CO and circles for managing operations more efficiently. Responsible for Training of all functions on Business KPI’s reporting and BI application. Providing MIS reports/analytics support for other management analysis. Responsible for writing SQL queries, analyzing and optimizing queries in MIS, Terradata and Business Object Info View. Responsible for creating Revenue, Usage, Decrement, Recharge, Activation, QRC, Network and other important dashboards in Business Object Info view(BI) for Management.CSD – Project Manager: Working with the solution architect during the early engagement stages to draw up the project plan. Gather and analyze business requirements into well-designed solutions. Managing project plan & ensuring project is delivered as per the define timelines. Responsible for interface development & Implementation of Customer Service Applications.  Change Management process for Customer Service Applications Application UAT, Training, EUT & TTT Monitoring the profitability of the project and managing the balance between profitability and customer satisfaction. Analyze business processes, gaps, and identify root causes of challenges and translate to IT Team for application changes.

 CRM (OneView) - Implementation as well as delivery and maintenance. Led the business analysis phase of a CRM implementation for web portals i.e. Times Job Simply Marry  Magic Bricks. Responsible for interface development & Implementation of CRM Modules which are; Sales (SPANCO process) Order Management Service Delivery Responsible for compliance of all processes and policies in CRM.  Convert business requirements into well-designed solutions.  Analyze business processes, gaps, and identify root causes of challenges and translate to Technology Team for module updation.  Facilitate process redesign activities on tactical and operational levels of process improvements Conducting Post development process reviews & strong focus on internal SLA.  Conduct periodical Coaching & Feedback sessions to the developers. Managing a team of 5 executive. Provide hands-on assistance to team in case of issues, both through direct intervention & mentoring

• Automation of Reports.• Development of new project portals.• Green Belt (DMAIC) – Six Sigma Projects• Tracking of CTQs of various functions.• Preparation of NFP reports• Preparation of BB and GB tracker• Quality SPOC• Documentation of processes• Tracking of Audit Management System• Tracking of certification based on profiles.• Audits