Ankita Chauhan

Experience

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  Info Edge India Ltd

  Aug 2015 - Feb 2021

  Customer Experience Manager- Naukri.com

  Drive Customer Success Outcomes.Increase renewal rates and reduce churnExpand our revenue in accounts through cross-sell and up-selInfluence future lifetime value through higher product adoption, customer satisfaction and overall health scoresDrive new business growth through greater advocacy and reference-abilityDefine and Optimize Customer Life-cycleDevelop listening points in journey (e.g., usage, satisfaction, etc.)Standardize interventions for each point in journeyDefine segmentation of customer base and varying strategiesIdentify opportunities for continuous improvementManage Customer Success Activities - On-boarding, Training, Professional Services, Customer Support, Customer Success Management, Renewals, Cross-sellUp-sell, AdvocacyMeasure Effectiveness of Customer SuccessExpose subset of metrics to executive team, company and boardSupport systems ,Customer marketing software ,Reference and advocacy solutions ,Customer Success Management platform ,Inspire Customer Success Across Company, Create company-wide culture of Customer Success ,Align with Marketing around marketing to existing clients ,Align with Product around driving product road-map .Align with Sales around cross-sell and up-sell and focus on selling with a retention focus.Align with Finance around measurement and forecasting.Align with Executive Team around key metrics and objectivesDrive company-wide definition of ideal customerCreate company-wide customer feedback loop Show less

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  Junglee Games

  Feb 2021 - Apr 2022

  Manager Customer Experience

  Revenue Generation and Increasing ActivationsTaking care of Topmost VIP Players and measuring ROI.Closely working to resolve their issues and help them adopting the different game variant.Team performance ManagementWorking very closely with Retention, Marketing, Tech and Product team. Getting Feedback Implemented given by Top VIP Players.Taking care of Free to cash app, FTD and RTD conversion. Report Generation and sharing with Stakeholders

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  Leena AI

  Apr 2022 - Mar 2023

  Customer Success Manager

  - Manage and grow customer’s lifetime revenue potential by creating a shared vision and roadmap for success- Provide customers with success blueprints, service plans and business roadmaps that outline their critical success factors, metrics for success, potential issues, as well as provide recommendations.- Define and optimize the customer lifecycle, map the customer journey, develop listening points in the journey and create standardized interventions for each point in journey.- Communicate with major clients on a regular basis and respond to specific queries- Meld Customer Support activity into a coherent customer success organization with the singular focus of delivering the very best customer experience.- Drive adoption and usage of products and features across multiple business units, teams, and markets.- Developing efficient and effective management plans for clients including QBRs, renewals and up-sells. Show less