RChilli Inc.

Customer Success Manager - US

Infoblox

- Prepare and give business reviews to customers, partners, and the internal senior management team
- Organize introduction meetings with the customer and internal stakeholders to determine deployment milestones and high-level plan
- Monthly security reviews and product enhancements discussion with customers
- Accelerate customer cloud adoption by aligning with specific partner-focused customer segments and industry verticals. Meet or exceed quarterly growth targets by helping partners originate and work with AWS stakeholders & partner sellers to close opportunities
with all the upgrades, AMA sessions, and security improvements
- Develop customer success plans together with customer service owner and proactive internal as well as external communication with stakeholders
- Mitigate any challenges that may delay or stop the deployment and manage customer escalation
- Product demo sessions to the new stakeholders and engagement with the marketing team for webinars
- Working with Renewals, AM, SA, and the Product Management team for the customer goals
- Customer and Revenue Retention – Ensuring that customers stay happy

Customer Success Manager - NAMER

Grazitti Interactive

- Customer onboarding post sales, understanding objectives and goals
- Admin panel demo sessions, support process, and working on enhancement requests
- Relationship building, account renewals, taking public reviews on G2
- Deliver Monthly, Quarterly, and Executive reviews. Operational activities for customers
- Update customers on the product release, demo sessions, and deploy releases on accounts with the help of the PS team 
- Refresher demo sessions for new stakeholders and quarterly product feedback
- Collaboration with cross-functional teams to own and ensure customer deployments have been completed on time
- Engagement in marketing activities like webinars, award nominations, and case studies for customers

eClerx

- Daily catch-up calls with Account Managers and leads calibration sessions with different sites, manage SLAs
- Creating and presenting WBRs and MBRs showcasing performance across KPIs and new updates within the team
- Working on opportunities to increase FTEs
- Conducting QBRs to depict the scorecards and case studies
- Taking process and framework feedback to improve the quality
- Build a relationship with stakeholders and decision-makers
- Working on account plans with account managers
- Demo sessions of scorecards, guidelines, and customer portal
- Sharing updates with Operations Managers, Quality and Software teams

Associate Customer Success Manager

- Handling team size of 20 QAs
- Conduct daily team meetings to discuss operational updates
- Manage team productivity and quality enhancement
- Provide feedback to the team & SMEs periodically on their performance
- Deal with any issues that arise during shift and give advice to the team members where necessary
- Work on BQ Management and coach QAs. Perform daily quality audits identify opportunities and share feedback with the team
- Prepare a framework for Ad-hoc case studies and campaign trials received from clients and communicate with managers
- Build team spirit through group sessions, activities, and projects
- The leading team aimed at 'Regulator Complaints Reduction' Handled customer experience improvement for the Inbound Chat program at the onset of the Pandemic

Associate Process Manager

- Subject matter expert role
- Daily interaction monitoring - Customer experience, Compliance, and PP
- Quality Interventions in Training batches
- Audits on different methodologies to check the 360-degree quality
- Feedback & Coaching sessions with QAs
- Conduct refresher training for process improvement.
- Sharing recommendations to improve the quality
- Participate in weekly calibrations with Managers

Senior Quality Analyst

- Daily interaction monitoring - Customer experience, Compliance, and PP
- Case studies on transfers and repeat analysis
- Governance checks

Quality Analyst

Junior Quality Analyst

A seasoned resource with a demonstrated history of working in SAAS, IT and Business consulting industry. Skilled in Onboarding, Adoption, Retention, Expansion, Account Management, Operations Management, People Management, Quality Management, Training, and Leadership.

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