Kshitij Sharma

Sr. Manager Customer Support à QuarkXPress Publishing R&D (I) Pvt. Ltd.

• Inde
• septembre 2002 à avril 2024

Team Management:
• Assign KPIs, provide regular feedback and conduct performance evaluation at the end of every quarter.
• Develop and organize trainings for team members for their individual growth. Customer Relationship Management:
• Formulating and disseminating support metrics (NPS, CSAT, SLA) to quantifiably gauge the organization's triumph in providing world-class customer service.
• Sustaining client relationships through regular Account Health check meetings, Quarterly Based Reviews and collect regular feedback.
• Perform analysis on customer feedback and implement diferent strategies for improve the service quality. Incident Management and Problem Management
• Work collaboratively with IT team to maintain CRM - Salesforce to ensure customer queries are evaluated and answered appropriately as per their Severity levels and under defined SLA.
• Managing separate process to keep track of Customer reported top escalation queries and get them resolved on time.
• Leading the workflow for providing RCA on Level1 and Level 2 customer queries and take necessary steps to avoid major incidents in future. Support team Operations and Cross team collaboration:
• Managing daily Support Department Operations.
• Aligning with the leadership of diferent departments to standardize and continuously refine the Customer Support Policy in response to evolving customer needs. Continuing synchronization with the VP of Engineering, the VP of Marketing, Sales & IT to strategize and execute eficient support strategies for both Enterprise and Desktop customers. Reporting and Analysis:
• Monitor key Service metrics and KPIs on daily basis through Salesforce Dashboards and share it with Organization Leadership.
• Perform regular analysis on reported issues and identify the patterns, trends and area of improvement.