Saurabh Sundariyal Email & Phone Number

Gurugram, Haryana, India

- Identify, track, manage and mitigate any project risks, assumptions, issues and dependencies- Manage the entire onboarding process for new Birdeye customers and channel partners, beginning to end – from sales handover to configuration to training, ensuring customers rollout the platform as quickly as possible.- Deliver confident product training sessions which educate and enable new users, illustrating the benefits of the software, effectively communicating value to customers and instilling confidence and belief in the product.- Enhance current processes in the onboarding and account management areas of the business.- Nurture client towards a successful implementation using intimate knowledge of both the industry and the product.- Collect product feedback from customers and share it with the relevant teams, managing communication of the request through to completion and communicating product changes to the customer.- Lead a team of CSMs and manage them to achieve performance goals. - Responsible for achieving quarterly targets in terms of client onboarding, product adoption, upsell & renewal rates to maximize revenue and minimize cancellations.- Build team, improve internal processes and systems to achieve operational performance that meets or exceeds goals.- Establish and measure group goals and team performance against specific target objectives. - Conduct regular trainings and mentor CSMs. - Interview and make hiring decisions for qualified candidates.- Conduct performance reviews, provide career development coaching and take necessary corrective action for poor performers. Provide regular performance metrics to senior management.

Gurugram

- Onboard, manage and grow our channel client base focusing on continuous engagement, upsells and renewals.- Use a combination of tools to help get new Birdeye users started, learn about their business and customer experience needs, and ensure that they know how to use Birdeye to their maximum benefit.- Craft communication and education tailored to each customer – this includes account onboarding, training, management, retention, renewal and expansion.- Coach my team of Customer Success Managers to improve the quality and effectiveness of the 60-day onboarding process and post onboarding account management process.- Improve the throughput and scalability of the team by identifying opportunities to automate and streamline the processes.- Partner with IT, Marketing, Business Systems, Support and other teams to enhance current operational processes and tools.- Work closely with the Manager of Retention to identify trends and strategies that will improve the retention of Birdeye customers.- Bring a strategic vision and innovative approach to lead critical customer-facing teams in a fast paced, highly cross functional environment.- Closely monitor key onboarding and account management performance metrics and implement changes that will drive continual improvement.- Work closely with sales leadership to ensure there is tight alignment between the teams and resolving customer escalations.- Point of contact for escalations for our SMB customers and channel partners.- Be a voice for accounts internally and help senior leadership understand product concerns, shortcomings, and missing features that are retention risks.

Bengaluru, Karnataka, India

- Managing the transition of newly acquired business to Fidelity Investments from prior vendor(s).- Preparing project documentation(s) shared with stakeholders.- Establish and maintain effective relationships with business partners.- Actively partner with internal business partner and clients to address critical issues and resolve major problems.- Proactively design and propose solutions to the anticipated problems.- Conduct the requirements gathering process with the client and external parties to assist in the process of obtaining all data necessary to complete the implementation or corporate action project.- Directing the transactions on Fidelity’s platform associated with the transfer in a manner that minimizes or eliminates financial exposure to Fidelity and the clients.- Managing the entire implementation project life cycle from project initiation to closure.- Maintaining risk and compliance guidelines while working on project completions.

Noida Area, India

- Interact with other departments on various projects including new programs, products and technology.- Support knowledge management transfer within the department through training and quality sessions.- Perform quality assurance audits for 47 F.T.Es followed by constructive feedback and coaching.- Trained on Defined Contributions, Defined Benefits and U.S. Health care domains.- Customer service through phone, email and web chat and escalated case management.- Team leading, coaching, mentoring and training.- Leading conference calls with the onshore team on a weekly basis to discuss focus areas, targets, reports etc.- Responsible for team’s success and to ensure client’s SLAs are met.

Gurgaon, India

Inbound customer care services for Amazon.com (U.S. retail)

Mba, Operations Management And Supervision, B

Bachelor Of Science (B.Sc.), Information Technology, A

Gniit, Computer Software Engineering, B

11Th, 12Th

Education record