Savita Gupta Email & Phone Number

Mumbai, Maharashtra, India

Ensured 100% customer retention by overseeing successful adoption and integration of LSQ platform across diverse client portfolios.Developed and maintained a robust pipeline of opportunities from accounts, encompassing short-term gains and long-term strategic partnerships.Deeply understood each customer's business objectives across organizational levels, aligning solutions to meet their evolving needs.Addressed complex business and technology challenges by aligning them with tailored solutions from the portfolio.Created and maintained account maps, crafting individualized plans for each customer to foster close relationships with key stakeholders.Cultivated a high degree of mindshare for the solution and company within key stakeholders' organizations to enhance brand perception and drive customer loyalty.Skilled in advocating for customers within the organization, ensuring their voice is heard and their needs are addressed promptly and effectively.Extensive product knowledge and understanding of industry trends, allowing for the delivery of tailored solutions and proactive support to enhance customer experience.Collaborative team player with the ability to work cross-functionally with sales, product development, and support teams to deliver exceptional service and value to clients.Strong analytical skills, capable of interpreting customer data and metrics to identify trends, track progress, and drive data-driven decisions for optimal customer success.Excellent time management and organizational abilities, enabling efficient prioritization of tasks, management of multiple clients, and adherence to deadlines.Adaptability and flexibility to navigate evolving client needs and market dynamics, ensuring continued alignment with customer expectations and satisfaction.Proficient in negotiation techniques to manage expectations, resolve conflicts, and achieve mutually beneficial outcomes for both the client and the organization.

Mumbai, Maharashtra, India

Led full-cycle implementation and efficient onboarding of new clients, ensuring maximum product adoption through comprehensive education on features and processes.Collaborated with the Business Development team to design tailored solutions that best met clients' requirements, enhancing overall satisfaction and success.Fostered continuous engagement with customers, cultivating long-term relationships with various stakeholders to drive mutual growth and success.Provided comprehensive Key User Training and facilitated integration and customization according to client specifications, optimizing user experience and satisfaction.Actively participated in weekly Status Meetings with Project Managers and Consulting Directors, contributing insights to streamline business operations and enhance project efficiency.Worked closely with cross-functional teams and stakeholders to support an agile software development process, ensuring alignment with project goals and objectives.Refined priorities, outlined milestones, and deliverables to drive project success and meet client expectations effectively.Translated product roadmap features into well-defined user stories for feature development, facilitating clear communication and alignment across teams.Managed, ranked, and prioritized sprint backlog items based on stakeholders' requirements, ensuring efficient resource allocation and project execution.Conducted weekly planning and refinement sessions to ensure the effective and timely delivery of features, enhancing project productivity and success.Conducted weekly review sessions to identify gaps in product delivery and strategically plan task completion targets, optimizing project performance and outcomes.Planned and implemented a detailed and effective training curriculum, conducting seminars and individual training sessions for new joiners, monitoring performance, and providing tailored training to maximize team efficiency and effectiveness.

Mumbai, Maharashtra, India

Aiding Product Managers in the design, development, and management of new and existing products, along with planning and execution of new product releasesEngaging with Product Managers for the development of new functionality and for customization of existing functionality. Participating in specification reviews and creating user storiesHelping in the creation, review, and sign off of project deliverablesReviewing product performance against requirements to provide optimal product, partaking in bug bash activities, testing new releasesWorking with product management and product engineering teams in the solution engineering effortsWorking with Client Managers, Partner Managers, and Product Managers to understand and analyze the requirementsDeveloping expertise in product knowledge, industry, and process knowledge in relevant product areas and broad knowledge about current and future product featuresDeveloping product reference documents and product courseware for customers and internal users. Performing product demonstrations for both internal and external clientsTraining internal team and ensure training materials are fully compliant and appropriately updated and distributed.Addressing customer queries in a timely fashionAdhering best practices and standards of the company in managing products or services

Mumbai Area, India

Develop business architecture documents using requirements such as scope, processes, alternatives, and risksAnalyzing client’s business requirements and processes through document analysis, workshops, and workflow analysisEngage client to gather software requirements/business rules, and ensure alignment with development teamsTranslate stakeholder requirements into different tangible deliverables such as functional specifications, user cases, workflow/process diagrams, data flow/data model diagrams. Identify and reconcile errors in client data to ensure accurate business requirementsDraft and maintain business requirements and align them with functional and technical requirementsConducting levels of analysis including functional, user acceptance, integration, and performance to verify the client’s needs are met or notActing as a trusted advisor to key customer stakeholders and execute sponsors to drive product adoption and ensure they leverage the solution to achieve full business valueManaging customer expectations and develop strong understanding and acceptance of product value proposition and customer ROIWorking with “Solution delivery team” during the implementation of solutions at customer sites for right insights and tracking of enhancement requests and bugs to ensure client satisfactionDemonstrating superior client centricity in gauging client requirement, recommending commercials and creative insights and presenting tailored solutions to potential customers Documentation of all communication with users and accounts accurately and in a timely manner via system tools. Ensuring that issues are escalated appropriately to relevant internal departments and managementAligning with key stake holders to establish stronger customer relationship management and function with internal cross functional teams like (product, support) to ensure customer issues/solutions are addressed

Mumbai Area, India

• Conducted performance evaluation of employees to identify and categorize staff members as target achievers and non-achievers• Provided feedback to non-achievers on ways to improve work performance• Monitored daily functions of the call center and ensured smooth operation of all activities, and resolved issues, if any• Verified compliance of call center activities with the prescribed rules and regulation, and took corrective measures in case of discrepancies• Identified areas and opportunities to upgrade quality standards within management processes and systems

Mumbai Area, India

• Provided assistance to customers by answering telephone inquiries and requests• Provided information in tracking, facts gathering, and problem solving• Escalated customer issues that are beyond the support manifest• Contacted various internal departments and external resources to clarify information, seek guidance, and gather information to resolve customers’ inquiries• Mediated customer issues on behalf of the customer

Mumbai Area, India

• Received inbound calls from customers• Answered customer questions, as well as questioned customers to obtain full understanding of what information is being requested• Documented all calls with regards to customer inquiries accurately using Call Tracking System• Provided quality customer service on every call• Communicated clearly and effectively with customers