Vikash Sharma

Senior Customer Support Specialist

CollaborationRoom.ai

Feb 2024 - Current (2 years 7 months)

• Client Onboarding & Training: Spearheaded seamless onboarding processes, delivering tailored training sessions to ensure clients' quick acclimation and success. • Effective Communication & Issue Resolution: Proactively engaged with clients to address concerns with foresight, and resolve challenges efficiently, fostering strong client relationships. • Data-Driven Insights & Strategic Decision-Making: Leveraged data analytics to inform strategies, enhancing client outcomes, and demonstrating the value of the product through measurable impact. • Success Planning & Strategy: Partnered with clients to design customised success plans, continually adapting strategies to meet evolving client needs and objectives. • Client Feedback & Product

Z

Customer Success Manager

Zeapl.ai

Jun 2023 - Jan 2024 (8 months)

• Drive consistent customer engagement with the Zeapl platform, ensuring optimal usage across client teams • Monitor and optimize service ROI, aligning customer outcomes with Monthly Recurring Revenue (MRR) to ensure cost efficiency • Track customer satisfaction (CSAT) and drive advocacy efforts, fostering customer loyalty and encouraging recommendations • Resolve escalations swiftly and efficiently, maintaining high operational standards while minimizing disruptions • Enhance billing value by monitoring consumable growth, including Sessions, User Interface Components (UIC), Business Intelligence Components (BIC), and 3rd party API usage • Resolved 95% of escalations within the first 24 hours, achieving a 98% retention rate during the

S

Customer Success Manger

Spyne.ai

Feb 2022 - May 2023 (1 year 4 months)

• Client Portfolio Management: Successfully managed a portfolio of high-profile international clients, including Nexa Motors, Angly Autos, AW Rustomani, 2WheelR, Alpha Motors, Vyro, and Cars 24. • Client Relationship Leadership: Served as the primary point of contact, ensuring client success through clear, consistent communication, and a deep understanding of client needs and business objectives. • Training and Quality Assurance: Led comprehensive training sessions for new clients, facilitating seamless onboarding and effective use of applications and dashboards, while maintaining a focus on quality assurance to deliver superior client satisfaction. • Performance Management and Escalation Resolution: Spearheaded Monthly and Quarterly Bu

F

Key Accounts Executive

Fluper Limited

May 2019 - Jan 2022 (2 years 9 months)

• Devised and implemented strategic initiatives to expand the client portfolio, negotiated key contracts with suppliers and customers, and managed full project life cycles to ensure seamless execution. • Leveraged data analytics to inform decision-making, utilizing robust analytical skills to evaluate historical sales data and formulate targeted growth strategies. • Identified emerging trends and derived actionable insights, contributing to the organization's overall success and strategic direction. • Collaborated with executive leadership to provide consultative support, facilitating informed decision-making for the company's long-term growth. • Led revenue management efforts by maintaining detailed client records, overseeing invoicin

P

Assistance Supervisor

Paras Spices

Nov 2018 - Apr 2019 (6 months)

• Managed warehouse operations, gaining hands-on experience with ERP software to streamline processes. • Generated and managed sales and purchase orders, ensuring accurate and timely documentation. • Processed sales and purchase invoicing, maintaining up-to-date and consolidated stock and inventory reports. • Led efforts in inventory management, MIS reporting, and updating freight and goods dispatch schedules. • Supervised labor and effectively handled client accounts, including voucher generation for smooth client transactions.

About

Detail

Timeline

Résumé