- SOURABH SHARMA -

SKILLS- Team Handling, Communication, Customer Relationship Building, Issue Resolving, Training & Coaching, Customer Retention & Renewal, Customer Service

Delhi• (91-931******* • ady2nq@r.postjobfree.com •linkedin.com/in/sourabh-sharma-1464011b6

Dynamic professional with 13.7 years of experience in customer Success operations & customer facing role.

Worked with GENPACT and got an opportunity to be a part of new business transition to UK (United Kingdom).

Worked on B2B and B2C SAAS business model in software based company.

Worked with Tech Mahindra (Business Operations) in an Individual contributor role

Exposure of Health Care Startup- Medtrail & BestDoc where I explore great learning opportunity with flexibility.

Won Several Awards for my Exemplary Performance.

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.

PROFESSIONAL EXPERIENCE

BestDoc Technologies Pvt Limited, Delhi Since- 07/2021 – Present

Designation -Customer Success Manager, North region

Campaign- B2B SAAS Operations (Startup)

Interact with customers through client visit, text messages, email, phone calls, and Zoom meetings.

Focus on retaining the churn accounts which helps in expanding the company’s revenue.

Responsible of upsells and cross-sell of the company product.

Responsible for handling a team of 10 CXE in the team.

Organize daily morning huddle with my team

Create customer adoption benchmarks and forecasts based on defined business use cases.

Create a product Implementation POA (Plan of Action) and share it with the client.

Creating new account for customers and doing the initial configurations of the company’s software product

Onboard customers and provide product training and handhold them throughout the process.

Identify and proactive reach out to clients that have stopped using the software.

Prepared the monthly transaction count with coordinating with MIS team to raise monthly invoice billing to customers

Navigate internally with tech team on bugs and raising tickets on support pal that require tech involvement

Participate and co coordinating in the client handshake implementation calls with our client.

Involve in the product implementation and UAT testing of the software in order to GO live the account.

Supervise the work on a day-to-day basis, which may include delegation of work assignments to the team members.

Try to generate leads through relationship building.

Prepared the proposal for the clients and seeking approval from my line manager.

Assist in training and coaching of new and existing team members.

Attend and contribute in weekly internal meetings, providing updates on the active onboarding’s as well as flagging any issues, risks, and dependencies.

Successfully manage relationships with clients and other third-party stakeholders

Medtrail Technologies Pvt Limited- Mohali, Punjab Since - 11/2018 - 08/2020

Designation –Manager, Growth

Campaign- B2B and B2C SAAS Operations (Startup)

Handle end to end Operations SAAS cycle and responsible for the performance of 18 CSM executives.

Responsible for service delivery and product implementation.

Provide free product trial offers to our new clients up to 5 days.

Share product demo with clients on face to face or virtual meetings.

Inform and educate on new product offer to clients.

Follow up with our clients regarding service feedbacks on timely basis.

Coordinate with Technical team for new client Onboarding’s.

Focus on to generate new leads and help in client expansion, acquisition and activation.

Assisted customers with onboarding and product setup to foster successful adoption and usage.

Defined clear targets and objectives and communicated to other team members.

Resolving customer 90% queries and complaints in 2 days TAT.

Analyze & monitor the monthly compliance tracker review for the complete dedicated accounts

Single point of contact to handle client escalation.

Developing and Implementing operational strategies to promote business growth.

Perform compliance checks to ensure good health and smooth functioning of accounts

Understand client needs and provide suggestion to improve their practice for better outcome

Established strong relationships with key customers, resulting in increased customer loyalty.

Responsible for reducing churn and upselling of products-

Negotiate and close renewals with existing customers- Maintaining 85% renewals

Drive various marketing Schemes time to time for client retention.

Tech Mahindra Private Limited- Noida Since- 11/2011 - 11/2018

Designation- Senior Customer Success & Support

Process- Tip Trailer Services (UK based mobile telephony Project)

Pro-active respond to customer in case of receiving their issues via chats, phones, emails or helpdesk management.

Handling six European regions Germany, Finland, Norway, Sweden and Denmark.

Properly investigate and diagnose the issue and redirect it to the correct team or group if required.

Proper closing the client service tickets in the OTRS tool system with proper notes for future reference.

Responsible for end-to-end ownership of every client interaction coupled with proactive problem solving and provides exceptional support to customers.

Resolving the customer issues & complaints.

Coordinating with country SPOC regarding the delivery of new I phones, Sim cards and subscriptions.

Generating revenue for clients by doing the invoice reconciliation.

Handling customer escalation and provide him the resolution at the earliest.

Contribute to a positive team environment and proactively help my team mates if required.

Coordinate with our different contracted suppliers or vendors when client facing some technical issues in mobile telephony services

Work closely with each customer to carefully resolve issues within the timely fashion.

Responsible for preparing and maintain the process SOP’s.

GENPACT India Private Limited- Jaipur Since- 02/2008 - 11/2011

Designation- Process Associate

Process- BUPA Medical Insurance: - (UK Based Project)

Call to clients regarding the documentation needed to process the claim.

Meet response time for queries in support.

Ensure claims were settled in accordance with policy and company guidelines.

Used IC9 or IC10 cheat sheets to process the claims.

Interact with internal and external teams to ensure quick resolution of customer issues.

Coordinate with insurance partners for resolution/clarifications if needed.

I have also done the mentoring for the new hires in the team.

EDUCATION

B.COM - RSVP Shramjeevi College Ajmer, MDS University -Graduation Year (2007)

12th High School- Demonstration Senior Secondary School Ajmer, CBSE Board- Passed- 2003.

10th Matriculation- St Stephen’s Secondary School Ajmer, Rajasthan Board- Passed-2001

TRAININGS

Conference calls Essentials-2009

Basic Lean Six Sigma Ace Training-2011

Email Writing Skills-2016

Digital Marketing Fundamentals-2023

CARRIER ACHIEVEMENTS

Be a part of the School District level cricket tournament team in 2001.

Worked with GENPACT and got an opportunity to be a part of new business transition team to UK (United Kingdom) in May’ 2008.

Won 2“BRONZE AWARD” in GENPACT for my exemplary performance in Sep 2008 and January ‘2009.

Received Certification of Recognition for my performance in May’2011.

Received 2 BRAVO AWARD” for my Performance in June ‘2012 and Feb ‘2017 at Tech Mahindra.

Won “PAT ON THE BACK” Award in FY 2012-2013 at Tech Mahindra for my best performance.

Received another “Token of Appreciation” certificate for my work at Tech Mahindra.

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