Sourabh Sharma
Customer success manager
Talent
Faridabad, FaridabadMember since February 19, 2023
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About
- Dynamic professional with 13 years of experience in operations & customer facing role.
- Worked with Genpact and got an opportunity to be a part of new business transition to UK (United Kingdom).
- Worked with Tech Mahindra (Business Operations) as a Telecom business lead in an Individual contributor role
- Exposure of New Health Care Startup- Medtrail & Bestdoc where I explore great learning opportunity with flexibility.
- Open to work in Delhi NCR
- Team Lead- Leading Skills with the ability to motivate & inspire a team to perform well.
- Implementation Role- Participating in end-to-end integration calls and implement the product in the hospital.
- Client Management- Building & maintaining a strong client relationship
- Training & development- Hire and trained new Implementation executives, Customer experience executive.
- Account Mining- Handle and resolve customer Queries and escalations.
- Operation Management-Getting the work done effectively with team coordination in stipulated timeframe in a process driven environment.
- Product Management- Sharing new insights to product team and part of the world class product development.
- Ability to work independently or a part of a team that requires coordinating among different departments.
Experience
- Interact with customers through client visit, text messages, email, phone calls, and Zoom meetings.
- Involve in the product implementation and UAT testing of the softwarein order to GO live the account.
- Identify and proactive reach out to non-usage or less adoption softwareusage clients and also planning and execution for client renewals.
- Raising tickets to tech team to highlight and resolving the client issues.
- Participate and co coordinating in the client hand shake implementation calls and client demos.
- Shared the product Usage PPT with clients on monthly basis.
- Assist in training and coaching of new and existing team members.
- Attending Weekly review calls with upper management providing updates on the active onboarding’s as well as flagging any issues risks dependencies.
- Responsible for preparing and raising the monthly invoicing to customers.
- Manage relationships with clients and third-party stakeholders which is being utilize in the form of upsell and cross sell.
Education
- Graduation: B.com from RSVP College(MDS University) Ajmer(2007)
