Dilip Nair

Experience

• 

  Wipro

  Jun 2006 - Mar 2013

  Associate and Mentor

  Contributed to the various customer support initiatives managing client communications and global queries for the client. Assumed responsibility for training new employees, providing comprehensive insights into communication etiquettes, policies, software training, and related areas. Derived satisfaction from fostering the growth of individuals within the team.

• 

  Aegis

  Mar 2013 - Jul 2014

  Instructor

  Contributed as a trainer, leading training sessions for both new hires and existing employees, with a focus on imparting process knowledge and soft skills. Established quality controls and crafted workflow procedures to improve operational efficiency.

• 

  Aims Digital LLC - Learning solutions

  Aug 2016 - Sept 2017

  Business Development

  Drove business development initiatives for the company's e-learning content creation services, identifying opportunities across diverse industries and geographies. Spearheaded lead generation, client acquisition, and maintained comprehensive statistics through robust report management. The insights gleaned from these efforts were instrumental in formulating effective strategies for marketing and sales.

• 

  Vowel Learning Solutions

  Oct 2017 - now

  Customer Success Manager (Oct 2020 - Present)Customer Success Specialist (Feb 2019 - Oct 2020)Managing the holistic customer experience for the SaaS product, from initial adoption to contract renewal. Specializing in support, cultivating partner relations, key account management, and implementing agile methodologies for custom projects. Responsibilities also include business development, ongoing strategic analysis, addressing overarching business challenges, and collaborating with stakeholders to enhance customer satisfaction and drive continuous product improvements. Some of the accomplishments showing key competencies and standout business areas where I excelled:-Orchestrated seamless customer onboarding, optimizing efficiency through streamlined processes-Fostered lasting customer relationships, contributing to enhanced customer retention-Collaborated cross-functionally to drive product improvements and elevate overall customer satisfaction-Led ongoing support efforts (tech/non-tech), implementing strategic improvements for enhanced resolution-Consulted clients on e-learning best practices and optimal system utilization to enhance training effectiveness, leveraging in-depth analysis and data-driven insights to deliver tailored recommendations for achieving desired learning outcomes-Independently developed comprehensive educational resources for client education-Delivered comprehensive and highly engaging training sessions and demos to customers and prospects, ensuring their thorough understanding and satisfaction, creating a lasting positive impression that fostered successful contract renewals and facilitated upselling opportunities-Demonstrated adept leadership, fostering strong team coordination, and proficient tracking and recording capabilities in overseeing large-scale projects, particularly within custom development initiatives, including high-stakes government projects-Led and executed end-to-end QA operations Show less -Spearheaded business development initiatives for the company's Learning Management System (LMS) product, identifying and cultivating strategic partnerships.-Played a key role in expanding the client base, driving a significant increase in sales and revenue.-Conducted market research and analysis, providing insights that helped development of targeted marketing strategies.-Collaborated with cross-functional teams to tailor product offerings, ensuring alignment with client needs and industry trends. Show less

  • Manager, Customer Success

    Feb 2019 - now

  • Business Development

    Oct 2017 - Feb 2019