Gurgaon, Haryana, India
"If you need success in your customer engagement and want to make it a win-win scenario every time you crack a deal, then I can act as an advisor to you" Customer Success professional with 6 years of experience working in SaaS-based organization. Associated with the market leaders in Corporate event management and worked as a Product SME for a Fortune50 client within a Dedicated services portfolio. I'm assisted in streamlining the event management processes from scratch beginning from event conception to Post-Event Reporting, Feedback & Budget reconciliation. I have been instrumental with assisting events ranging of all sizes ranging from Small to medium to large scale events. Be it In-person, Virtual, and Hybrid event types. I have worked with managing and streamlining Congress and Global meetings in the US & Canada, Latin America, Europe and Asia. I thrive in an environment where I can bring my experience to the table to improve processes and exceed client/customer expectations.
Leading strategic customer engagements across EMEA through a blend of consulting delivery, project/program management, customer adoption, and account expansion initiatives. Managing a portfolio of enterprise engagements spanning: Flex Consulting Flex Subscription Services Field Consulting Training Subscription Programs Key responsibilities include: Driving customer adoption and long-term value realization for MongoDB solutions Partnering with Sales and Delivery teams across EMEA to support renewals, expansion opportunities, and strategic account growth Leading complex consulting engagements for key enterprise customers Coordinating cross-functional stakeholders to ensure successful delivery and customer satisfaction Supporting customers in scaling MongoDB implementations through technical and business alignment Managing engagement governance, delivery planning, and commercial alignment across multiple accounts
Driving adoption for the Flex Consulting Services program for our top-tier clients. Reviewing multiple projects and managing deliverables within the timelines. Assisting clients to leverage more out of MongoDB products & Services. Closely work with multiple stakeholders in account expansion. Work with Consulting Engineers(CE) and assign them over projects basis client requirement and CE's skill level.
Role is divided as 50% IC and 50% Team Management People Management: Providing coaching feedback to direct reports on the overall account performance/utilization and client interactions. Ensure all SOPs are being adhered to by regular audits. Timecard / Workday approvals Assist team members with complex issue resolution or configuration work, as needed. Bi-monthly 1:1s and monthly team meetings Provide regular team updates to leadership and help identify any issues or recognitions. Join Discovery and/or Kickoff Join client calls at least once per month (be updated with the account performance and help the team identify expansion opportunities within their accounts) Monitor and ensure regular interaction with the account team Conduct monthly business reviews (MBRs). Own the new hire journey by creating custom training plans, mentoring, and onboarding. Conduct prospective new hire interviews. Ad-hoc assignments from Manager/Director of Professional Services Organization. Individual Contributor Document, route, and track feature requests, and provide client with regular progress updates Worked with C-level professional in client’s organization who are decision makers. Being part of client services, also assisted client retentions team in providing key data metrics. Support with new product releases and client trainings. Documentation of internal training requirements and guidelines. In-depth product knowledge of all Cvent event cloud products Assisting clients with alternatives /workarounds and out-of-the-box resolution that may not be directly possible within the product Proficient with handling client escalations or critical /time-sensitive issues. Excellent with cross-functional relationships with multiple departments and ensure seamless ways to provide assistance and resolution to clients. Active participation in various internal calibration meetings. Brainstorming ideas to streamline different process.
• Identifying lead prospects and forwarding potential clients across to Sales Team. • Mentored the new hires while providing detailed feedback and scores. • Leading and active participation in mentor calibration. • Training new and existing consultants on different product features. • Escalate incidents to the technology team in case a bug has been identified. • Identifying the needs and opportunities for additional products that can help the client manage their events effectively with Cvent, Introduce new features to the clients. • Research on article requests for finding opportunities to bridge the gap between the client and the self-help document database. • Gather client requirements for future releases of the product and sharing feedback with PMOs. • Demonstrate detailed product knowledge when assisting clients on multiple mediums- phone, chat and via email. • Offer best practice tips to clients in an effort to help them use Cvent's products to effectively meet their business goals.
• Answered technical queries related to the product, provided end to end solution for dedicated accounts managing their success with the products purchased, ensuring timely connect to gather feedback on roadblocks. • Consulted clients over the phone, email and chat by answering their product questions and offering extensive support. • Created and maintained all communication via Salesforce. • Escalated incidents to the technology team in case a bug has been identified. • Gathered client requirements for future releases of the product and documented their feedback accordingly. • Identified the needs and opportunities for additional products that can help the client manage their events effectively with Cvent, Introduce new features to the clients and upsell. • Researched on article requests for finding opportunities to bridge the gap between the client and the self-help document database. • Shared feedback with PMOs for potential updates in the product. • Mentored new hires by auditing / live barging their client interactions and brushing up their skills.
Working with the management team in order to develop and implement ways with which the process can be improved. Understanding the customer’s personal financial budget, their monthly expenses and upgrading their current products and services. Meeting sales target where the focus is on up selling new products and upgrading existing services. Handling payment transactions, addressing concern with the bills, amending the bill and processing payments. Responsible for creating new orders/ amending an order as per the requirement of the customers. Meeting with Compliance and Policies in regards to handling requests of the customers. Meet the commitments made to the customer in order to provide them with best customer service experience. Handling the pain areas faced by customers efficiently and effectively. Supporting new hires in training, enabling them to be equipped with skills in order to improve productivity. On call support to new hires in OJT and nesting where the aim is to help them navigate the tools (i.e. AMDOCS CRM). Meet the compliance, driving sales and ensuring to provide a very satisfactory customer service experience. Auditing the calls for new hires, giving feedback on a one on one basis and reporting the same to Facilitator/Trainer. Coordinate with the team in order to meet the expectations as set by line of business. Taking ownership and handling the customers concern. Up selling the products by understanding the customer’s requirement, creating the demand and highlighting the value for money experience.
Managed the day to day cash operations and directing the floor employees, assisting, leading and managing them on floor. Expertise in maintaining the stock inventory, keeping the count of items which are sold, unsold and defected. Invoice payment of suppliers, striking a balance between the liquidity (cash) of the firm and the credit margin available with the suppliers. Driving sales on the floor, setting sales target for the employees and monthly revenue generation for the firm. Procurement of stock in accordance with the latest trend in the market. Procurement of items from suppliers located in various locations throughout the country. Ensuring the purchase is cost effective so that the retail pricing is the lowest amongst the category in comparison to other stores.
Clear invoices so that payment can be released to the supplier once goods have been received. Interacted with US Partners/ Suppliers by email, phone and etc. Conduct spot purchases of the product from the supplier using the bank network called ARIBA. Raising request to enable suppliers with the frequent transactions as a non-catalogue request. Research of spend history and contract review to ensure the procurement is done as per the guidelines and procedures. Responsible for transaction processing, creating requisitions, converting them to PO (purchase orders) and making changes to the order as required. Meeting the compliance and the policies in regards to the requested item. Coordinate with sourcing associates to create purchase orders for the supplier so that banking associates always get their goods and services on time. Engaged with line of business and sourcing team in US in case of any clarification needed regarding requisitions (Catalogue /Non Catalogue, Statement of work Request). Analysis done on frequently requested Non catalogue commodities. Assisting the seniors and always trying to develop and implement process improvement solutions i.e. reduce purchase order cycle time reduction, non-value add steps in the process etc.