Head Customer Success & Solutions
Docquity Services Pvt Ltd.
Total years of experience :15 years, 3 Months
Role: Head Customer Success & Solutions Designation: Vertical Head
• Drive digital, data & technology adoption for 400K+ HCP across SEA
• Manages P&L for regional a/cs of $3.5mn to achieve customer targets
• Perform market research & devise Go to Market strategy for emerging opportunities - Sanulac, MTPC worth $ 5mn
• Closed deals worth $1.5mn to reposition & elevate the digital reach for existing / new brands
• Formulated an 8-member Customer Success team tasked with directly engaging potential customers to identify their primary business challenges & propose suitable solutions
• Build a cohesive team of 18 (Account Directors & Business analysts) to run Global Operations and achieve monthly Business Targets.
• 2x the consumer growth and engagement on the platform, across the SEA (across 7 countries) in 2 years
• Setup & Strengthened the Verticals for Customer Success & Marketing Operations to meet business KPIs
• Performed platform and market research, to predict consumer engagement and business projection with 95% of success (MAUs, LTV, Platform Stickiness, Session Engagement, Conversion & Bounce Rate)
• Was successful in winning back 3 outgoing clients in last 6 months
• Part of core Leadership team (reporting to CEO & COO), for strategical execution of companys vision
Head - India Designation: Assistant General Manager
• Lead the Business Development across different regions & worked as India National Head, reporting to CMO
• Exponentially increased product topline from $ 8 MN to $ 111 MN per month with product strategy
• Achieved the 5x increase in revenues for second product (from $ 3MN to $ 16 MN) within two years, amplifying our P&L by 300%
• Directed end-to-end P&L management for accounts concerning both new and existing business
• Orchestrated the launch of SOMA, elevating it to flagship product and contributing a substantial 22% to Operators Earnings (elevating top line from $ 0.07 MN to $ 21.42 MN per month)
• Successfully won and deployed M-Banking project (NPCI) for prominent Telecom giant (Aircel)
• Nurtured key operators as clients like Airtel, Aircel, Videocon, Airtel (Africa), Mobitel (SriLanka) alongside telecom partners like Mavenir, Telenity, Comviva, Wipro, Ericsson, IBM, NSN, One97, FlyText, U2opia
• Managed international client relations & operators in Asia and Africa like Mobitel, Telenor, Airtel Africa
• Led the negotiation and closure of multiple deals from inception, employing diverse revenue models including Capex, Opex, MS, and Revenue Share.
• Oversaw a team of 10 professionals (A/C Managers, Project Lead, Technical Operations) tasked with client management across the project
• Received 3 promotions within 5 years of service, consistently rated the top performer
Role: Account Management & Business Development Designation: Regional Manager
• Accountable for platform wise (B2B and B2C) revenues target achievement for A2P, P2A and download services.
• 3x total revenues for the product within two years, securing 1st rank for UPU across pan-India STK
• Achieved an industry-leading 12% penetration in STK usage by leveraging product knowledge and implementing promotion strategies
• Ensured high autonomy in task management and ownership while engaging with internal and external stakeholders (Airtel JK, HPHP, UP-E & W, MP, Technical & IT Operation, Content Development)
• Responsible for Product packaging, creation and launch for all major Events and Contests.
• Managed promotion across various platforms such as SMS, OBD, WAP, and USSD
• Received Project of the Quarter award for best performance in July10.
Designation: Executive - ERP Implementation
• Responsible for feasibility, study and execution of Finance and Controlling modules
• Provided consulting services on both new and existing implementations and support projects
• Facilitated implementation and support of SAP financials and performed detailed analysis of complex business process requirement
• Deployed the product successfully 1 month prior to timelines.
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