Mohit Sharma

Experience

• 

  Necta Technology Pvt Ltd

  Apr 2011 - Jun 2011

  Call Center Telemarketer
• 

  Corporater

  Jun 2015 - Oct 2019

  • Develop and maintain positive client relationships at all levels with existing corporate accounts.• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed by the support team.• Promoting opportunities for two-way communication.• Developing success plans for customers that outline their KPIs, potential issues, and provide recommendations.• Establishing a trusted advisor relationship that works to ensure the customer’s overall satisfaction with our products.Keeping customers informed of the process and procedural changes Show less

  • Senior Consultant

    Jan 2019 - Oct 2019

  • Support Consultant

    Mar 2016 - Dec 2018

  • Trainee Support Engineer

    Jun 2015 - Feb 2016
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  ContractPodAi

  Nov 2019 - Jan 2021

  Transformation Manager

  • Led key account management and project delivery across the APAC & EMEA regions, resulting in a 30% improvement in the Customer Satisfaction (CSAT) score through feedback forms• Designed Confluence dashboards to streamline the project management process and enhanced the project transition from the Transformation team to CSM practices by 25%.• Enhanced the Salesforce Integration plan by proposing a UAT methodology integration plan, leading to a 50% improvement in the integration and automation processes.• Developed best practices Onboarding Starter Kit for implementation and onboarding, reducing the onboarding time by 20% from the sales stage.• Provided on-site/virtual training for product adoption, created scaled assets such as videos, cheat sheets, and guides based on customer use cases.• Identified growth opportunities through renewals and upsells by understanding clients' goals, KPIs, and analyzing user adoption for targeted upselling, cross-selling, and renewals. Show less

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  Zenoti

  Jan 2021 - Dec 2021

  Senior Product Specialist

  • Contributed to enhancing user interaction and client acquisition through the introduction of significant functionalities within Zenoti, leading to a growth rate exceeding 140% annually in the consumer base.• Participated as part of the Center of Excellence (COE) team, providing technical solutions and resources.• Executed comprehensive solution evaluations for high-tier clients involved with premier engagements, promoting successful implementation and usage.• Implemented advanced diagnostics capabilities that allowed for multidimensional examination of causal relationships across various metrics.• Attained exceptional Customer Experience (CX) ratings above 90%, demonstrating outstanding satisfaction among users.• Utilized tools such as Confluence, JIRA, Salesforce, Guide CX, and Postman during each phase of feature development.• Managed resource allocations and product releases utilizing Agile project management techniques.• Supported sales teams and Client Success Managers (CSMs) throughout their presentations and demonstrations. Show less

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  InFeedo

  Dec 2021 - Dec 2022

  Customer Success Manager

  • Led a portfolio of accounts exceeding $150K as the Pod Lead, resulting in a 30% increase in customer base retention• Implemented customer success initiatives to ensure high levels of customer satisfaction and retention• Prepared and implemented Onboarding Deck, reducing onboarding time from 45 days to 21 days• Enhanced portfolio management by enabling multi-level diagnostic capability and implementing an onboarding checklist to reduce launch errors• Achieved over 95% in all CX survey scores, demonstrating exceptional adoption rates in customer experience. Show less

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  Master Works

  Dec 2022 - now

  Senior Functional Consultant

  • Led cross-functional teams in the successful implementation of new software systems, resulting in a 30% increase in efficiency and cost savings• Developed and executed project plans to ensure prompt and seamless implementation of client projects, exceeding all project milestones and deliverables• Pioneered rapid onboarding solutions, achieving a remarkable 40% reduction in timeline• Created an exclusive framework for designing solutions with enhanced UI/UX experience• Implemented a simplified onboarding approach, resulting in a client adoption rate exceeding 90%• Collaborated with stakeholders to define project scope, requirements, and timelines in alignment with business objectives• Conducted training sessions for end users on new systems and processes, elevating user adoption and satisfaction rates. Show less