Thiruvananthapuram, Kerala, India
Leads end-to-end renewals operations across quoting, contracts, driving performance and operational efficiency. Partners with Sales and Support teams to improve execution and customer experience, while supporting team development through hiring, onboarding, and coaching.
Contributed to account growth and deal execution across renewals and expansion opportunities, handling complex deal scenarios and aligning customer needs with business objectives. Played a key role in high-value, time-sensitive engagements, while supporting operational continuity and managing escalations during critical periods. Collaborated cross-functionally to strengthen retention and customer outcomes, and supported team capability building through training and mentoring.
Delivered enterprise-level customer support by handling complex issues and driving timely resolutions through cross-functional collaboration. Focused on improving customer experience, strengthening relationships, and contributing to process improvements and team knowledge sharing.
Focused on re-engaging churned accounts and driving retention through targeted outreach and problem-solving. Identified customer needs, delivered tailored solutions, and supported revenue growth, while maintaining pipeline forecasts in Clari. Strengthened collaboration and feedback loops to improve customer insights and retention performance.
Supported enterprise customers by managing escalations and providing guidance to Tier 1 support teams across multiple locations. Acted as a subject matter expert for complex technical and process-related issues, ensuring timely and effective resolution. Contributed to operational efficiency by mentoring new hires, improving first-call resolution rates, and enhancing team capability. Developed and updated knowledge base resources to streamline support processes and reduce escalation volumes.
Delivered 24/7 customer support through calls and chats, ensuring a high standard of service and customer satisfaction. Handled technical queries, collaborated with internal teams, and supported end-to-end issue resolution. Built a strong foundation in customer handling, cross-functional collaboration, and process adherence, contributing to a consistent and reliable support experience.