Pallavi Thakur

Experience

• 

  Dell Technologies

  Nov 2013 - Oct 2014

  Technical Support Specialist
• 

  EClerx

  Oct 2014 - Mar 2015

  Technical Analyst
• 

  Tech Mahindra

  Mar 2015 - Apr 2018

  Technical Lead
• 

  Basware

  Aug 2019 - now

  - Building and managing ongoing relationships with customers by listening to concerns, managing expectations, proactively finding solutions and achieving a high customer satisfaction rate.- Full responsibility in monitoring and improving customer health and the parameters impacting it. Working with customers and internal teams, including product owners to improve solution and services and meet adoption objectives.- Responsible of creating, maintaining and implementing customer success plan with objectives, plan maturity benchmarking, use insights to ensure tangible business outcomes, follow up on renewals, process contract amendments, add ons, orders, internal investigations based on ServiceNow dashboards, create and maintain helpful playbooks, SOPs etc.- Managing client on-boarding processes, ensuring that their expectations and goals are fully met.- Contributing to brainstorming sessions involving the automation of cloud customers' onboarding journeys.- Tracking, analyzing and reporting data on product utilization and adoption trends using Gainsight.- Helping to increase customer retention by creating CTAs, flagging various risks and reaching out to customers on time.- Managing customer escalations appropriately with internal business areas or support team with agreed actions and through to a timely resolution. - Delivering SLA reports according to contract for purchased services. Establishing key metrics to use as the basis for tracking the progress of work effort. Ensuring compliance with agreed communication networks between senior customer stakeholders (e.g. the steering committee) to ensure effective communications and status at appropriate levels throughout the work effort. Show less

  • Customer Success Manager

    Apr 2023 - now

  • Customer Success Specialist

    Oct 2021 - Mar 2023

  • Technology Specialist

    Aug 2019 - Sept 2021