Umer Malik Email & Phone Number

Gurugram, Haryana, India

· Take responsibility for ensuring customers effectively use our products and achieve their goals.· Identify customer problems and collaborate with product and engineering teams to find systematic solutions and tailor new features.· Lead monthly and quarterly business reviews with clients to discuss trends, adoption rates, performance insights, and updates on products and services.· Assist in pre-sales efforts by responding to RFPs, presenting demos, and contributing to development initiatives like knowledge sharing and service standardization.· Work with various teams to understand business needs and align with strategic plans.· Manage mapping of business processes, identify gaps, and recommend ways to streamline and optimize them.· Provide expertise to enhance productivity and efficiency, while recommending roadmaps and implementation plans to address performance gaps.

· Managed client relationships remotely, assessing their maturity and satisfaction levels.· Worked with contacts from Learning Managers to CLOs and Directors to highlight how our products can add value to their operations.· Handled multiple customer accounts, identifying upsell and cross-sell opportunities to boost revenue while focusing on customer retention.· Juggled multiple customer accounts, spotting upsells and cross-sell opportunities to help increase revenue while focusing on retaining clients.· Developed strong relationships with US customers, helping them implement and use our products smoothly.· Built strong relationships with customers in the US, helping them implement and adopt our products smoothly.· Delivered engaging presentations for Strategic Business Reviews, conducted training sessions, showcased product demos, and shared best practices with both new and existing customers.

Gurgaon, India

· Engaged directly with clients around the world to ensure they effectively adopt and use our B2B platform.· Lead onboarding efforts, providing platform walkthroughs and sharing essential knowledge with clients.· Identified upsell and cross-sell opportunities by analyzing clients’ business needs and growth plans.· Created strategies to address client use cases, implementing process improvements for smooth operations and an excellent customer experience.· Maintained regular contact with clients to update them on feature upgrades and offer insights and recommendations for maximizing value.· Managed new developments and ensured everything runs smoothly in live mode without any bugs.

Gurgaon, India

· Assisted B2B clients by managing their online stores, providing backend design support, and offering guidance to boost productivity and conversion rates.· Suggested sales and marketing strategies to merchants to help increase their overall sales.· Resolved technical issues on online stores using custom coding (HTML, CSS, SQL) and offered regular tool assistance. Also participated in a pilot program focused on customer retention