CUSTOMER SUCCESS
Datazoic
Total years of experience :25 years, 6 Months
Onboarding and training new customers on the companys products Conducting in-depth research on business and industry trends and analyze customer data to develop experience solutions Identify customer pain points and expectations, actively collaborating with the engineering team to resolve bugs and continuously improve product features Work closely with the Sales Team to ensure value add for customers through our products in terms of the desired outcome Proactively identify areas for product improvement based on feedback from customers and in in turn advice the product development team Develop customized success plans for each customer, outlining key milestones and strategies to achieve their goals Act as an ambassador for the company by providing support to customers Track customer activity on the platform Identify opportunities for cross-sell or up-sell to existing customers
TRAINER - LEARNING & DEVELOPMENT
ORDERS PROCESS
New account creation | Activation and Deactivation of phone numbers| Schedule On-boarding training for customers | e-Commerce | Manage Late payment plan |Monthly Reporting| Managing Quarterly meeting presentations and reports
CONTENT CREATION
Maintain and Update orders process documentation| Monitor QA on the process documents submitted by the team |Review QA effectiveness|Create Reports & publish the QA reports to the manager
NEW HIRE-TRAINING
Create and share Orders learning plan for new hires| Monitor new hire learning progress | Weekly audit and share the findings with HR and the new hire manager | Created reports on Learning progress for new-Hire (30/60/90 days) | Create knowledge check quiz for the new hire trainee
TECHNICAL SUPPORT
Troubleshooting on Field Force Manager and StreetSmart applications| Handle Escalations | Create and Manage weekly reports from Salesforce | Maintaining Customer CRM on SalesForce
LEAD AND MANAGE INTERNAL CSM TEAM
MANAGE ALL INTERNAL GLOBAL PRODUCT TRAINING (SALES AND SUPPORT)
ORDERS PROCESS New account creation and On-boarding enterprise customers from post-sales to L1 CONTENT C R EAT I O N Maintain and Update orders process documentation Monitor QA on the process documents submitted by the team Review QA effectiveness Create Reports & publish the QA reports to the manager. NEW HIRE-TRAINING Create and share Orders learning plan for new hires Monitor new hire learning progress Weekly audit and share the findings with HR and the new hire manager Created reports on Learning progress for new-Hire (30/60/90 days) Create knowledge check quiz for the new hire trainee. TECHNICAL S U P P O R T Troubleshooting on Field Force Manager and StreetSmart applications Handle Escalations Create and Manage weekly reports from Salesforce Maintaining Customer CRM on SalesForce