Talent Community
The ability to work remotely offers a better work/life balance.
Get the best remote work offers wherever you go.
Get the best remote work offers wherever you go.
Hi,
Hope you are doing well!
Currently, I’m working at BYJU’s (World’s Highest Valued Edtech startup!) as Retention Manager – Customer Success. I have a total experience of 6+ years out of which I’ve been managing high impact teams for more than 3 years within a multicultural environment.
I am confident that my skills and knowledge make me a valuable asset for your team. I have the ability to handle challenging tasks and the experience to handle customer acquisition and retention. I have the ability to understand customer needs and provide solutions. I always strive to exceed customer expectations and ensure customer satisfaction.
I am passionate about working with customers and building long-term relationships. I have a proven track record of driving retention, increasing customer satisfaction scores, and providing exceptional customer service. I am confident that I can help your organization grow and achieve success.
I would love the opportunity to discuss this role further and learn more about your company. Please don’t hesitate to reach out with any questions or to schedule a call. I look forward to hearing from you soon.
– Looked after team of 22 product specialist responsible for customer retention and monthly revenue target of INR 120 million.
– Led social media escalation program enabling resolution of over 2500+ social media escalations monthly, provided appropriate solutions and alternatives within appropriate timeframe of 60 minutes and followed up to achieve
resolution.
– Improved conversion from 12% to 30% by supervising daily operations and sales functions to maximize revenue, customer satisfaction and employee
productivity.
– Reduced TAT from 3 hours to 1 hour by optimizing team’s SOPs and tracking follow-ups.
– Team made 15000+ retention calls monthly to existing and new customers for business growth.
– Tracked pipeline data, won vs. lost opportunities and lead response times with Salesforce CRM.
– Hired employees across multiple levels in organization.
– Collaborated with leadership and business team to manage stakeholder communication, process changes and escalations.
– Implemented employee incentive programs to promote positive work culture and increase employee performance and retention.
– Audited and reviewed team’s input metrics to highlight week-on-week improvement.
– Reviewed customer requests & concerns and assigned appropriate resources within the team to improve all aspects of the customer experience with organization.
– Optimized existing processes within the company and actively enhanced all customer success initiatives.
– Constantly achieved revenue target of INR 1 million monthly with average ticket size of INR 40k.
– Onboarded 25+ paid users monthly through acquisition campaigns like App downloads, live chat and inbounds.
– Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit by 70% every year.
– Kept meticulous client notes and updated account information in company databases under sales CRM – LeadSquared.
– Translated customer needs into solution requirements using powerful value propositions and negotiation skills.