Delhi, India
6.5+ years of experience in Customer Success, Implementation, and Account Management in SaaS (HR Tech & Payroll), driving product adoption, measurable ROI, renewals, expansion, and zero churn across high-value enterprise accounts. Strong expertise in executive stakeholder management, change management, QTO-to-Bill processes, and data-driven customer strategy, with hands-on experience in Salesforce, HubSpot, Zoho CRM, Jira, Confluence, Freshdesk, Excel, PowerPoint, C++, and HTM
Partner with Rippling’s largest customers (US & Global) to resolve issues related to Payroll products and ensure timely processing of payroll for our clients. Leverage, chat, email functionality, and video conferencing to help customers optimize the product. De-escalate and resolve issues by leveraging platform and industry expertise. Identify areas of improvement and work directly with Product and Engineering teams to optimize processes and enhance efficiency. Maintain strict payroll compliance and implement best practices.
Developed and implemented operational processes for managing Central Ops and escalations across 90+ properties, enhancing overall efficiency and effectiveness reducing TAT and SLAs. Overhauled Standard Operating Procedures (SOPs), Customer Experience (Cx) reports, and Cx metrics to streamline operations and improve clarity. Introduced new Key Result Areas (KRAs) and Key Performance Indicators (KPIs) for the operations team, driving performance improvements and accountability. Improved data collection methods and automated reporting systems, leading to more accurate insights and a better customer experience Designed and launched a Freshdesk support flow from the ground up, addressing and minimizing operational challenges through a tailored solution. Created and delivered comprehensive training programs focused on optimizing customer experience handling and overall service quality.
Responsibilities: 1. Provide Technical & Functional consulting to clients for automation of account activities for customer success satisfaction. 2. Collaborates with customers to assist with inquiries related to the Quotation-to-order (QTO) process by taking ownership of monitoring and tracking performance, profit ,pending actions, and initiatives with proper documentation. 3. Implement and configure client’s various modules based on customer request and responsible for optimal solution design. 4. Work closely with stakeholders within each account to identify their workflow processes and business challenges to create BRD and project plan. 5. Train clients via various modules on entire user story of services provided. • Drive Product Adoption, Module Upselling and achieve product success for 6. customers. 7. Ensuring Quotation to Bill execution by supporting contract renewal reprising and 8. preparation of activities. 9. Bill proposal action ownership along with discussion with customer success 10. manager and product manager. 11. Connects with CHROs and HR Heads to communicate about Product 12. enhancements. Impact: 1. Increased customer success and retention: Exceeded customer satisfaction targets by 50% through proactive relationship management and issue resolution. Reduced customer churn by 100% by identifying and addressing potential pain points before they escalate. Successfully onboarded new clients with a 100% success rate, ensuring smooth adoption and value realization. 2. Driving revenue and growth: Up-sold or cross-sold additional products/features to existing clients, leading to a 25% increase in annual recurring revenue (ARR).
Onboarding of teachers and operations behind the process. Social media plan and execution. Creatives for events. Client servicing and activation.
Created lot of campaigns on Facebook and instagram for live sessions and onboarding sessions. Conversion rate was 65%