Anuradha Gautam
Wentworthville,NSW
Summary
Customer Manager offering 12-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Experience Manager APAC
Demand Science
04.2022 - 08.2023
- Analyze all client programs prior to launch for clear goals and objectives by other key Demand Science teams
- Build and maintain strong relationships with our customers, acting as their primary point of contact for any questions, concerns, or issues that may arise
- Act as the key point of technical and support escalation
- Take ownership of the customer onboarding process, collaborate closely with different stakeholders to understand requirements, and ensure the onboarding experience is seamless for our customers
- Monitor customer health and engagement metrics, and develop and execute strategies to improve retention and reduce churn
- Drive adoption and usage of our product by providing guidance, training, and best practices to our customers
- Ensure SLAs are met and workload managed across all allocated onboarding setups
- Build relationships with cross-functional teams (Operations, Engineering, Sales, Product, Marketing) to deliver the best experience for our clients and raise the company's NPS
- Proactively identify opportunities to upsell and cross-sell our services, and work with the Sales team to close new business
- Daily monitoring of assigned client programs to ensure they are running according to plan
- Knowing the internal/external customer business needs and acting accordingly
- Anticipating customer needs and giving priority to customer satisfaction and service
- Being persistent and showing perseverance in achieving concrete and tangible results
- Hand-on experience in Salesforce, SAP, Monday.com, Integrate, SAP, Convertr, Hubspot, etc.
Account Manager
Kaseya
10.2021 - 03.2022
- Account Management
- Product Demonstration, Onboarding & Training
- Customer Tickets and support
- Client Relationship Management
- Upsell and cross-sell
- Expand business by increasing product adoption and long-term customer satisfaction
- Closing Deals/Revenue Generation
- Achieve Monthly Sales Target
- Account Renewal & Retention.
Key Account Resource Consultant
Manpower Australia
06.2021 - 10.2021
- Candidate Management
- Accountable for sourcing suitable candidates for vacant roles
- Developing and maintaining talent pools relevant to sector/specialism
- Qualifying candidates suitable for current or future vacancies
- Reverse marketing of talent pools
- Managing the expectations of candidates and clients
- Accountable for assisting in the recruitment process with the following but not limited to; -contacting and screening candidates (including telephone and face-to-face interviews) -assess work rights -arranging interviews with clients -reference checking -negotiating salaries
- Organisational Compliance
- Ensure awareness and alignment with the relevant Quality ISO standards, as well as compliance with legislative and ManpowerGroup health and safety environmental standards, safe work, procedures and instructions
- Demonstrate ManpowerGroup Values, People, Knowledge and Innovation in the work you do each day, the interactions you have and the way you behave in the ManpowerGroup workplace
- Contribute to activities that align with the achievement of the Company's goal to become the no1 Global Workforce Solutions Company.
Customer Success Manager
Lenovo
06.2019 - 06.2021
- Act as a single point of contact for partners and enterprise customers
- Drive post-sales, lifecycle relationship and support to solve a wide range of complex issues or problems
- Engage with customers to drive engagement and value
- Advocate on behalf of customers with product management, engineering, billing, contracts management group, technical support team for critical product enhancements and issue resolution
- Maintain a high level of collaboration across geographically diverse teams
- Responsible to expand and grow the Lenovo Internal and Corporate Employee Purchase Program
- The recruitment of potential EPP partners
- Driving sales campaign to promote Lenovo offerings (hardware, software, services, and peripherals) to driving the quarterly EPP revenue while delivering superior Customer Experience
- Manage eBay and assisting to drive and expand Revenue
- Mix in ANZ eCommerce Assist with execution and reporting for adhoc sales programs and projects.
Inside Sales Manager
Kaseya
12.2016 - 05.2017
- New Business Development
- B2B / Enterprise Solutions
- Closing Deals/Revenue Generation
- Product Demonstration & Training
- Achieve Monthly Sales Target
- Account Renewal & Retention Client
- Relationship Management
- Lead Generation & Research.
Senior Team Lead - Account Development Specialist
Akamai Technologies
04.2015 - 08.2016
- Involved in leading the transition plan for setting up a new target industry for the Account Development Team in Bangalore
- Hiring and Training to ramp up the new team and ensure the attainment of their quarterly objectives
- Responsible for designing, implementing and following up a lead plan for Direct Marketing Campaigns
- Lead a 5-member team responsible for generating new Business Opportunities
- Set Quarterly Targets and devised the Performance-based incentive schemes for individuals, to motivate the Teams to achieve the overall goal of the Organization Monthly Sales Forecast and weekly Opportunity Pipeline monitoring.
Senior Account Development Specialist
Akamai Technologies
04.2013 - 03.2015
- Pre and Post Sales Business Development support for cloud computing, web content delivery and infrastructure consolidation for specific verticals
- Generate qualified opportunities within target industry accounts wherein each opportunity should contain Diagnosis of the prospect's business pains, Akamai solution identification, understanding of prospects' infrastructure, understanding of the procurement process and budgets etc
- Identify accounts and do extensive prospect territory planning for the North American region, also conduct detailed prospect research within focused industry verticals and Akamai solutions Ability to develop a 'Why Akamai, Why Now' proposition for each prospect interaction, identify and follow up on all marketing leads Support all the industry or solution specific marketing events in the region.
Account Development Specialist
Akamai Technologies
11.2010 - 04.2013
- Provide an excellent first-line response to Akamai Prospects and qualify sales opportunities
- Articulate the Akamai value proposition, benefits to the customers' business and understanding of the Content Delivery market
- Set up qualified first appointments and help build pipeline for the Field Salesforce and Inside Sales teams
- Research prospective accounts and assess propensity to buy, incl Budget, financial condition and identify key business and technical contacts
- Build strong relationships with the Sales representatives and marketing team to ensure warm handoff of leads.
Territory Manager Business Development
Business Octane Solutions Pvt. Ltd.
12.2009 - 11.2010
- Concept selling for the high-value unified collaboration & immersive telepresence solutions through live demonstrations/presenting case-studies to Senior-level decision makers like CIOs, CEOs, other CXOs from the top companies across the industry segments
- Working with Marketing, Product Development and Engineering teams to implement business development initiatives
- Developing business proposals & replying to RFQs
- Developing customer strategy & solution presentations
- Evaluating latest technology, products, companies & exploring possible business opportunities
- Mapping key account for the company with the complete understanding of customer's buying process & flow
- Managing key accounts for the company by offering Direct Sale consultancy for the customized business solutions
- Involved in Forecasting, Sales and Marketing Reporting, Database Management, Customer Journey Analysis and Price Comparison Reports.
Education
MBA - Marketing
Alliance University
01.2010
Masters Of Science - Botany
University of Lucknow
01.2005
Bachelor Of Science - Zoology, Botany & Chemistry
University of Lucknow
01.2003
Senior Secondary Education -
City Montessori School
01.2000
High School Education -
City Montessori School
01.1998
Certification
Cambridge English: Business Vantage (BEC Vantage) - CEFR Level B2
Languages
English
Timeline
Customer Experience Manager APAC
Demand Science
04.2022 - 08.2023
Account Manager
Kaseya
10.2021 - 03.2022
Key Account Resource Consultant
Manpower Australia
06.2021 - 10.2021
Customer Success Manager
Lenovo
06.2019 - 06.2021
Inside Sales Manager
Kaseya
12.2016 - 05.2017
Senior Team Lead - Account Development Specialist
Akamai Technologies
04.2015 - 08.2016
Senior Account Development Specialist
Akamai Technologies
04.2013 - 03.2015
Account Development Specialist
Akamai Technologies
11.2010 - 04.2013
Territory Manager Business Development
Business Octane Solutions Pvt. Ltd.
12.2009 - 11.2010
MBA - Marketing
Alliance University
Masters Of Science - Botany
University of Lucknow
Bachelor Of Science - Zoology, Botany & Chemistry
University of Lucknow
Senior Secondary Education -
City Montessori School
High School Education -
City Montessori School
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