Shubham Kumar

Experience

• 

  CEDCOSS Technologies Private Limited

  Jan 2019 - Oct 2024

  - Empowered merchants globally by maximizing revenue and streamlining business operations through seamless integration of multiple e-commerce platforms with various marketplaces using innovative applications and services. - Increased customer onboarding rate by 8% and customer satisfaction (CSAT) by 15%, while reducing churn by 3% by enhancing the existing CRM system and defining lead management at the account level, enabling effective sales outreach. - Implemented automated email workflows tailored to the customer journey for marketplace integration apps, leading to an increase in onboarding rate from 56% to 72%. - Retained 50+ sellers by resolving complex cases with customized solutions, strengthening long-term partnerships.- Introduced the Account Manager role to manage all customer interactions with CedCoss integration apps, ensuring comprehensive support for every deal. Show less - Successfully managed over 100 customers from initiation to completion over the last four years, generating more than $500K in revenue. - Collaborated with stakeholders to create the roadmap, implement effective pricing strategies, and redesign the existing application. - Continuously analyzed customer feedback and proposed strategies to improve processes and customer service, raising the customer satisfaction rate from 76% to 94%. - Worked alongside sales associates to develop strategic sales solutions to meet the organization’s monthly, quarterly, and annual goals. - Addressed negative feedback and successfully persuaded over 20 clients to retract their negative reviews for the application. - Served as the primary point of contact for over 50 clients, promptly addressing all their requests and inquiries. Show less

  • Customer Success Manager

    Oct 2023 - Oct 2024

  • Senior Business Development Analyst

    Jan 2019 - Oct 2023
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  Rippling

  Mar 2025 - now

  Customer Support Specialist