Suchit Pandya Email & Phone Number

Hyderabad, In

Pune, Maharashtra, India

Ahmedabad, Gujarat, India

- Worked and managed EMEA clients and the full Americas region (including but not limited to USA, Canada, and Southern American regions); simultaneously cover other countries globally based on my availability. The clients ranged from single recruiter/consultant to recruiting business set ups- Responsible for new client onboarding and training, thereby sustaining the long term relationship with the product, based on their subscription.- Maintaining and increasing the ARR and MRR for the existing and new clients, with utmost focus on Revenue Retention, Satisfaction, NPS promotion with scaling business for clients and their references to join in.- Periodically edit and update the product based on user feedback for enhancement requests, timely follow up with development and quality teams. Timely resolution on technical break-fix issue based on the KPIs defined.- Constant cross team communication on the upcoming product releases, providing the clients with the knowledge on what’s new and setting up expectations on when and how those enhancements would be rolled out.

Ahmedabad, Gujarat, India

Customer Success, Satisfaction and Retention portfolio on Cloud, SaaS platformResponsible for Developing Client Relationship, promoting retention and loyalty - Primary point of contact for more than 75 clients (Includes Enterprise and Individual clients) with 500 plus users, helping them get onboard, adopt, user experience and satisfaction driver; leading to manage a monthly revenue of more than $110,000 a month which includes cross-sell and upselling of additional products and services, thereby gauging the annual renewal rate based on client contract- Success ratio of more than 98% with Customer Satisfaction and Retention being the customer advocate and help them with constant learning provided to them, influencing or promoting the use of products or services- Working with cross-functional teams such as Product Development, Sales, Customer Support, Technical Support, Project Managers and Business Analysts to ensure sustaining satisfaction is delivered to the customers simultaneously working with them to minimize internal dependencies and ensure a smooth resolution for the customers- Identifying the Opportunities and Threats for the business through thorough their business models and working with respective teams and management to curb them for better business relationship and retention for the clients, ensuring the pro-active approach leads to resolving not just the existing, but foreseen customer issues and challenges.- Identify the Risks and Challenges for the customers while working on the daily satisfaction level, leading analysis to be worked upon by respective internal teams for sustaining business- Generating and maintaining periodic reports to track health and progress of customers’ usage of products and services: weekly, monthly and yearly- Expectation and Escalation management through constant follow up, bi-weekly meetings, in the life-cycle of the client based progress analysis conducted

Ahmedabad, Gujarat, India

- Conducting and completing back office requests for enterprise & public sector (UK Government) clients - Appointed as a pilot executive to work on project to be transitioned from UK to it's India office, alongside 6 other team recruits- Liaison with Vodafone UK stake holders, Account Managers / Corporate Managers making sure the process is defined and the standard protocols are being followed- Successfully curbed and reduced the SLA for the process post transition from 7 days to 5 days based on process improvement, by applying lean management and six sigma rules with the help of senior process executive from the UK (off-shore)- Responsible for growth of team, recruiting and training 9 individuals as a part of process growth and changing the SOP through validation with Management and UK account managers- Maintaining database of the audits, agent reviews and KRA achievements of team members to facilitate and enhance the team performance for next quarter- Achieved all time high turnover of corporate business in the whole of UK, post transition while reducing the process time and eventually operation costs (18% more than the last registered revenue mapped)- Was appointed as POC for any quality related update between the QA team and mine- Mentoring newly joined and trained them on the process workflow from December 2012 till relieved from duty after appointed as POC

Ahmedabad, Gujarat, India

- From Jr executive to Executive, to Sr excutive, worked with Client managers to ensure consistent customer assistance through email and web-chat through end users as sellers.- Quarterly presentation of review discussion, focusing on areas of improvement, floating achievements and appreciations received from the clients- Conducting Interviews for process recruits and assisting training team for process knowledge gap identification and working with team in getting the same achieved through training and quarterly quiz score analysis- Mentoring newly joined (giving OJT) assisting them to understand process and preparing assessments for qualifying their role- Acting Team Lead for the last year of tenure, achieved Best Team leader prospect recognition by the management- Started off as a junior customer service representative and was promoted to executive, to senior executive during the tenure

Bcom - Bachelor Of Commerce, Business/Commerce, General

Hsc, Business/Commerce, General

Ssc, Ssc