Drive strategic customer engagement in enterprise accounts, understanding the industry landscape, identifying opportunities, and ensuring an exceptional customer experience through cross-functional collaboration.Key Responsibilities:1. Customer Onboarding: - Align with customer procurement, delivery, and user community for signed contracts. - Own the contract/project onboarding process, ensuring alignment between Sales, Solutions, and Program Management. - Drive key processes like internal kick-off calls, contract onboarding, and defining the customer engagement model.2. Service Adoption: - Monitor timely activation and acceptance of fixed recurring revenue services. - Track and optimize usage-based services, analyze customer usage, and drive adoption for services like UCAAS. - Identify training needs, ensure network capacity, and drive adoption on the customer self-service portal.3. Nurture & Retain: - Proactively nurture customers for agreed lifetime value. - Anticipate user needs, monitor performance, and address feedback for customer satisfaction. - Operate a governance model, support in escalation management, and strategize for customer retention.4. Service Differentiation & Contract Management: - Operate the account based on defined service differentiation segments. - Provide continuous improvement suggestions to enhance customer value. - Own in-life contract lifecycle management, ensuring execution, governance, and dispute resolution.5. Additional Responsibilities: - Manage Move, Add, Change, Delete (Churn) responsibilities, freeing up Sales for closure activities. - Collaborate with Sales to create account success plans, uncover new opportunities, and drive digital strategy. - Continuously develop and position as a knowledge partner to the customer.

Identify opportunities to shore up recurring revenue opportunities:• Actively supports in the development of new business initiatives by providing service-related institutional knowledge to assigned accounts• Reduce reported YOY reactive churn 30%• Drive Self-service adoption for ATB (airtel thanks for business)Customer Service Management:• Customer Life Cycle management of complete APAC customers with focus on all aspects of Service Management - quality of service monitoring, customer complaint management, supplier management, internal process enhancement etc• Strengthen engagement model to ensure relations at various functions in customer / supplier organization• Problem Management, SLA Compliance• Service Review, QBR and governanceCustomer Experience• Lead the Service Review with the Customer, identifying any service gaps and ensuring Action Plans to close. Ensure reporting of Quality of Service reports and lead• Manage the cross functional team’s collaboration• Escalation Management

Post-Sales lifecycle experience management for key multi-product large enterprise B2B accounts with over 5+ M$ annual recurring revenue. Key differentiators which deliver value from role 1. Lead to order journey – enhanced customer success though optimized delivery lead time, in-turn early realisation of recurring revenue2. Onboard, align customer success metric for lifecycle management3. Tactical performance governance through key stakeholders, quarterly leadership/CXO connect for strategic initiative management4. Retain, ensure usage adoption, and manage contractual lifecycle for active inventory5. Excel profitability and upsell using NPS, govern strategic alliances to meet service levels

Customer custodian for key digital growing accounts, with customer first strategy ensure success through product lifecycle. Regular governance with internal and external stakeholders ensuring service level commitments. Regular engagements and effective support when needed helped build credibility with client key stakeholders - essential ingredient to sustain, retain and grow existing business. Trusted adviser and voice of customer for ensuring operational contract success.

(Payroll - Lobo Staffing Solutions Private Limited)onsite role with key enterprise account helped to quickly identify issues and priorities. Familiarity from customer lens enabled to gain deep insights for better account management. Most of long pending deliverable were addressed which ensured timely revenue realization and operational success of the project.

(Payroll - Prompt Personnel Private Limited)Infrastructure Management plays vital role in the growth and sustainability of any telco. Quickly understood the key process and helped to contribute for faster rollout of network infrastructure in eastern Indian regions for effective business development.

During the internship program I have had the opportunity to hone my skills on different series of Cisco networking devices which are heart of ICT today. I was honored with Project completion certification post successful up gradation of Cisco 18K series across all Delhi -NCR corporation Bank branches

I have had excellent opportunity at client site Vodafone India to Serve as dedicated touch point for one stop Mobility solutions. The profile included customer support and experience management, revenue realization, cross sell & up sell.