Manupriya Basharat

Experience

• 

  John Keells BPO Solutions

  Feb 2011 - Aug 2013

  • Troubleshoot day-to-day customer issues and provide direct support to clients by phone, email, and CRM tools• Responsible for incident logging, understanding the problem, prioritization, independent assessment of impact and risks, and effectively resolving the issue• Work with colleagues and external partners for issues that require escalation and manage the issue through to resolution• Assist in requirements gathering and the delivery of Change Requests• Assist in the preparation of specification documents, business requirements and impact assessments• Assist in the implementation of projects, providing system knowledge and process understanding• Responsible for maintaining relevant documentation Show less

  • Senior Customer Care Executive

    Jul 2012 - Aug 2013

  • Customer Care Executive

    Feb 2011 - Jul 2012
• 

  Cvent

  Sept 2014 - now

  • Successfully manage customer relationship for top tier enterprise accounts (75K-500K+ ACV)• Own the client journey from on-boarding to adoption, renewal, and growth• Monitor user adoption and cultivate new business opportunities for Fortune 500 companies through the configuration of Cvent’s platform to manage Strategic Meetings and Event Management Programs• Manage activities and liaise between the client and various departments within Cvent, including Sales, Technology, Client Services, and Marketing• Design, coordinate and conduct personalized web-based user training and event configuration programs• Conduct business reviews to gauge progress and identify areas of improvement to achieve client and company objectives• Gather and maintain key client metrics• Winner of “Impact Awards in Providing Excellent Customer Service” for Q4 2020, Q1 and Q2 2021 Show less • Gather client requirements for future releases of the product• Create and maintain all product documentation• Implement and manage the online portion of client events as and when needed• Gather client requirements and implement them in Cvent’s event management software• Communicate with the client and review the initial implementation with them and make required changes• Provide suggestions to the client to improve the overall result of the implementation and help client meet their goals• Document all communication with the client in Cvent’s CRM software Show less

  • Lead Client Success Advisor - (Enterprise)-Strategic Accounts and Implementation

    Sept 2021 - now

  • Senior Client Success Advisor (Enterprise)-Strategic Accounts and Implementation

    Nov 2018 - Sept 2021

  • Client Success Advisor

    Jul 2016 - Nov 2018

  • Client Success Consultant

    Sept 2014 - Jul 2016