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Sourabh Sharma

Sourabh Sharma

Customer success manager

Customer Service / Support

Faridabad, Faridabad

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About Sourabh Sharma:

  • 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)

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