Shailja ..

Experience

• 

  RChilli Inc.

  Mar 2015 - Nov 2018

  • Assistant Manager Business Development/Lead Generation

    Aug 2016 - Nov 2018

  • Lead Generation/ Researcher

    Mar 2015 - Jul 2016
• 

  RChilli Inc.

  Jan 2019 - Aug 2023

  • I'm responsible for setting up the framework for Customer Success and bringing the best ideas, innovations, and capabilities to the clients, providing product leadership coupled with a deep understanding of each customer’s implementation, thus ensuring overall adoption and driving greater business value, satisfaction, and ensuring long-term customer retention.• Closely involved in customer concerns and works closely with internal teams on prioritizing and managing customer escalations.• Responsible for scheduling conference calls to discuss the status of any open cases, operational activity, and updates on customer projects and plans & requirements.• Working closely with the Account Managers, and Product Team to help our customers get the most from our products.• Ensuring hiccup-free new Onboarding customers, helping them set up their account, and ensuring they are fully trained on how to use the product.• Working with the Product team, Linux service team, and help them understand how customers are using the product, what challenges they are facing, what features they want and how the customer experience can be improved.• Understand how customers want to drive adoption and help make those aspirations a reality, playing a role in their journey from onboarding, adoption, and a lifetime of success. Documenting customer business goals, requirements, and objectives, expectations and ensure they get anticipated results.• Educate customers and provide product and subject matter expertise to support adoption and increase product usage• Coordinating with Marketing, Sales, Account & product team to meet client expectations.• Managing client CRM to manage customer engagement, task etc.• Working on strategic projects to define the customer journey through onboarding, escalation handling, business review meetings, and retention plan.* Handling Zendesk and Hubspot CRM. Show less

  • Associate Director - CSM

    Jul 2021 - Aug 2023

  • Customer Success Manager

    Jan 2019 - Jun 2021
• 

  Enrich.io

  Apr 2022 - Aug 2023

  Associate Director Customer Success