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I am a fanatic about maintaining a healthy relationship with customers (external and internal). Having 20+ years of rich experience working with startups, as well as SaaS, technical writing, and product support. I have started with working as a NOC Lead with a VoIP provider and later on, switched over to Product Support & Implementation and now handling/managing team of 100+ members, managing and defining the OKRs/KRAs/KPIs to achieve the set goals, Revenue & Expense management, Vendor Management, handling PnL.
My experience includes- Customer Success, Customer Success Operations & Strategy, Account Farming (Onboarding, Training, Product Adoption, Cross-sell, Up-sell, Renewal), Problem solving skills, Internal stakeholders management, working with Board members to strategize resource planning and management, and Business Strategy Operations (process creation and continuous improvements).
Client Management and Problem solving and Handling escalations is the core, which has helped me to learn and grow thought-out to develop skills required to understand business problems, manage clients, quickly learn the products, figure out the underlying problems to propose the best solutions, designing processes, products and services.
I have had the opportunity to setup multiple teams, processes, tools & Operations from scratch. I have continued to manage the entire business/client life-cycle on-boarding, product customization to client requirements, Training, Product Adoptions & Support, Customer Success (Renewals, Recurring, Up-sell) & Business Operations. I have worked closely across a wide range of large enterprises and SMBs (Tier-1 clients), this has helped in a rich experience within the B2B SaaS segment.
This entire experience also helped me to enhance my skills with blogging and public speaking. I'm the Speaker at Elevate Summit and Support Driven Conference.
The principle of life: It's all about being learning, listening and engaging.
Favorite quote: “When you focus on what you DO instead of what you ARE life becomes much more interesting!"