Ankit Dawda
Customer Success Manager | Product Manager | Operational Excellence | Project Management
- Role
- Customer Success Specialist at Bizongo
- Location
- Mumbai, IN
- LinkedIn followers
- 500 followers
Experience
Customer Success Specialist
Nov 2021 — Present · Mumbai, IN
Customer Success Manager• Managing Key Accounts starting from onboarding the clients on the company platforms, providing product demos, and be the single point of contact for any escalations during the trade cycle.• Developed and nurtured relationships with key clients, ensuring a deep understanding of their business goals and challenges.• Managing almost over 75% of the Agri client of the company with an approximate annual revenue of INR 500 cr.• Closely monitoring the platform usage of all the clients and effectively increasing m-o-m adoption percentage and shift-ing the account to auto-pilot mode.• Worked closely with sales, product, and support teams to address customer needs to ensure smooth operational flow.• Established and conducted customer satisfaction surveys, using feedback to drive product and service improvements.(CSAT & NPS of 9)Product Champ• Acted as a point of contact for the west region for troubleshooting and issue resolution related to the product.• Led successful onboarding processes for new clients, providing training and support for all new features to ensure a smooth transition and optimal product usage.• Demonstrated in-depth knowledge of the product, staying updated on new features releases.• Conducting UAT & Load testing for all the new features releases of the SCF BU and providing a business signoff. Played a key role in new feature launches.• Sharing the new feature request with the product teams and planning the product release along with it.• Recording all the glitches and bugs over JIRA tickets and ensuring timely resolution if it.• Identified and compared a few third-party apps for platform integration to increase user engagement.SOP & Governance• Designing and Implementing the SOP for the new business vertical called RMC after the company pivoted in Oct-2023.• Ensuring adherence of the tasks as per the defined SOP and compliance of the company. • Keep identifying areas to improve the operational efficiency.
Education
Nagindas Khandwala College
Bachelor of Commerce - BCom
2007 — 2012
Amity Education Group
Master of Business Administration (MBA)
2012 — 2014
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