Customer Success Leader
browserstack
Total years of experience :10 years, 6 Months
Portfolio - USD 32 Million (ARR)
Team - 14 Customer Success Managers/Sr. Customer Success Managers Region - APAC & Europe
Client Profile - Strategic and Expertise
Reporting- Director Customer Success
K.R.A - Retention(95%), Logo Churn(<10%), ,
NPS/CSAT, ENPS, Governance, Strategy,
Key responsibilities
● Team Leadership and Development:Provide leadership, guidance, and mentorship to the Customer Success Managers (CSMs) to ensure their professional growth and success.
- Set clear performance expectations and goals for the team members and conduct regular performance evaluations.
- Identify training needs and facilitate ongoing skill development and coaching to enhance the team's capabilities.
- Foster a positive and collaborative team culture that encourages innovation and continuous improvement.
● Portfolio Management:Monitor and manage the overall health of the portfolio, ensuring customer satisfaction, retention, and growth targets are achieved.
- Develop and execute strategies to drive customer success and adoption of products/services.
- Collaborate with CSMs to create tailored action plans for Strategic and Enterprise clients, addressing their unique needs and challenges.
● Customer Relationship Management:Act as a point of escalation for high-priority customer issues, working closely with CSMs to resolve complex problems and ensure customer satisfaction.
- Engage with key stakeholders in Strategic and Enterprise accounts to build strong relationships and understand their business objectives.
● Financial Performance:Oversee the financial performance of the portfolio, monitoring revenue targets, and identifying upsell/cross-sell opportunities.
- Collaborate with Sales teams to align on account strategies and ensure customer success objectives are integrated into sales initiatives.
● Data Analysis and Reporting:Utilize data and analytics to assess customer health, identify trends, and make data-driven decisions to enhance customer success efforts.
- Prepare and present regular reports to senior management on portfolio performance, customer satisfaction, and key metrics.
● Collaboration with Cross-Functional Teams:Work closely with Sales, Marketing, Product, and Support teams to ensure seamless customer experiences and alignment on customer success initiatives.
- Advocate for customer needs and feedback to relevant internal teams to drive product improvements and enhancements.
● Customer Success Strategy:Develop and implement a comprehensive customer success strategy, aligning with overall business goals and objectives.
- Continuously review and refine the strategy to adapt to changing market dynamics and customer requirements.
● Risk Management and Governance:Identify and mitigate potential risks associated with customer satisfaction, retention, and churn.
- Implement governance practices to ensure consistency in customer success efforts and adherence to company standards.
● Continuous Improvement:Encourage a culture of continuous improvement within the team and drive initiatives to optimize customer success processes and methodologies.
● Customer Advocacy:Serve as a customer advocate within the organization, championing their needs, and driving a customer-centric approach to all aspects of the business.
To handle the marketing and advertising needs of the organization.
Taking part in the ATL/BTL activities to increase presence.
Managing the presence in different exhibitions across the country from logistics, marketing and customer interaction.
Making visits to high performing retail outlets to provide shelf merchandise and provide “programs” for mutual growth.
Coordinating the inception of the website and social media presence from India office.
Brand Management
Designing and implementing offers for all three stores for a calendar year.(summer offer, Diwali offer, 15th August Offer, Wedding season offer)
Social media marketing through Facebook, Instagram etc, managing and selecting content for the above activity.
Listing venues and opportunities for the calendar year to be focused to increase brand presence.
Creating and implementing SOP’s for customer relation and after sales service.
ATL and BTL activities within the allotted budget to create awareness.
Working with the design team for mailers and print advertisements.
Taking part in exhibitions to explore new areas and be updated with latest trends
Monitoring content for online and offline media.
Forthnight meetings with IT team for status on SEO tagging and providing new key words to be on top of the online search lists.
Retail
Managing 3 retail stores in Delhi - A-1 Lado Sarai, MG road and Satbari
Staff Hiring and firing.
Staff training - Creating SOP’s for the store and delegating authority for smooth operations
Managing sales team of 3 stores.
Managing Sales team and coordination for delivery and dispatch.
Quarterly Sales forecast.
Monthly MIS generation for e.g sales report, footfall report, inventory
Product layout and selection..
Monthly meeting with Visual merchandiser for constant improvement of store layout.
Personally handling visits for high end clients on the store and providing personal shopper experience.
Business Development
Representing O2 in client meetings for Interior and turn key projects.
BOQ generation with the Principle architect and interior consultant.
Lead generation and follow up of existing leads to create business from existing and new data.
Creating and maintaining database for new prospects and maintaining relations with existing clients.
Marketing Strategy and Implementation
ATL and BTL activities to promote the resort and increase awareness.
Brainstorming and finding new ways to reach target audience, being a wildlife property it required reaching the demographic with specific mediums of wildlife bloggers, magazines and CSR activities.
Continuous update on all social media platforms like Facebook.com and creating blogs
Planning of special packages for upcoming holidays like thanksgiving, Easter, Christmas, Diwali etc. keeping in mind the what kind of travelers move at what time.
Representing the property at various trade fairs and exhibitions.
Meeting with magazine representative for advertisements / editorials.
Sales & Sales Support to Operations
Meeting with travel agents and creating business for the property
Managing reservations and being the first point of contact for direct customers and travel agents for bookings and inquiries
Forecasting sales and defining key players in the market.
Analysis trends of travelers and competitors to come up with better sales strategy
Operational Support to the Retreat
Making frequent visits to the property to help streamline operations
Providing staff with tools in form of reports, guidelines and SOP to help work efficiently and effectively
Providing feed back to the general manager about the standards and if any needs to be amended
Jawad Business Group (Dubai, United Arab Emirates)
Store Manager (March 2009 - February 2010)
Company Profile - Since the 1950s, The Jawad Business Group (JBG) has come a long way from its humble beginning and is now recognized regionally and internationally, as a leading business enterprise. Having pioneered the supermarket concept in 1960, it has more than 150 retail outlets of apparel and furniture, apart from restaurants and food courts.
Working in Franchise Store of Sacoor Brothers
An international lifestyle brand, Sacoor Brothers offers several lines from men, women and kid's wear. With 18 years in the international fashion market, the company has achieved a significant position in the fashion business.
Responsibilities: • Coordinate, motivate and supervise the staff to reach the expected results, according to the franchiser and Sacoor Brothers culture and procedures
• Supervising the person in charge of the daily activities and actively contribute to meet the store's objectives
• Provide guidance to the Operations Coach and the rest of the team to organize and control performance
KRA's
Strategic Planning
• Forecast Sales, Control actual and expected sales daily
• Define store performance strategies, Present monthly strategy suggestions to the Operations Manager to improve store performance
Customer Service
• Play an active role in customer service, Listen and solve customer complaints
• Lead by example when it comes to sales, meeting individual targets.
Administrative Management
• Plan and manage back office supplies like stationery, bags and packing materials
• Make maintenance requests and prepare a schedule of minor works
Stock Management
• Ensure standardization of the Sacoor Brothers brand, following the merchandising guidelines, Ensure proper display of products at points of sale
• Ensure effective inventory circulation, store security, checking inventory issues and alarms
Staff Supervision, Training and Development
• Follow up daily on each employee in terms of motivation, work guidance and needs
Working in an international stage, and in one of the worlds busiest mall (Mall of the Emirates), I got an opportunity to learn a lot about how to work in a fast moving environment. Also, it gave me the chance to interact with and supervise staff from multi-cultural backgrounds.
BOSE Corporation India Private Limited (Noida, India)
Demonstration Specialist (March 2007 to March 2009)
Company
2012 Pursuing MBA in Marketing
2004-2007 Western International University, Phoenix, Arizona, USA (New Delhi campus) Bachelors in Business Administration
2004 Ryan International School, Noida OTHERS