Aryaman Sharma

About Aryaman Sharma

As a driven and results-oriented Customer Success and Social Media Strategy professional with over 5 years of experience, I specialize in enhancing brand reputation through strategic customer engagement and online reputation management (ORM). My expertise spans customer experience, social media analytics, and influencer marketing, with a proven track record of leading cross-functional teams to optimize service operations and boost customer satisfaction. Currently, I’m a Team Leader for Customer Experience at NOTHING.tech, where I drive brand engagement across global communities, foster customer loyalty, and enable data-driven insights to enhance customer success strategies.Throughout my career, I have managed complex ORM campaigns, collaborated with influencers, and executed impactful marketing initiatives. Notably, my work has contributed to a 26% upsell revenue increase and a 14% reduction in churn within the mid-market segment. My hands-on approach and commitment to continuous improvement have consistently delivered high CSAT ratings (92%-96%), while tools like Zendesk, Simplify360, and Google Analytics allow me to provide actionable insights that shape customer health and engagement strategies.Holding an MBA in Marketing Management from NMIMS, along with certifications in digital marketing from prestigious institutions like IIM Calcutta and DSIM, I bring a comprehensive skill set to any dynamic organization focused on customer success and brand amplification. I am passionate about leveraging social media, analytics, and community-building strategies to foster meaningful customer relationships and drive measurable business growth.

Experience

1. Team Lead - Social Media

   Nothing

   Sep 2022 — Present · Gurugram, IN

   Overseeing and engaging with brand communities across platforms like Discord, Reddit, YouTube, and Quora. Focused on fostering active participation and promptly addressing customer inquiries and concerns. • Maintaining communication with the customer experience teams in Europe and China regarding upcoming Brand’s community updates. • Overseeing Nothing\'s community on Discord servers. • Collaborated with sales teams to ensure seamless handoff of customers, identifying upsell and cross-sell opportunities.• Enhanced after-sales services, improving customer retention through marketing initiatives and timely service delivery. • Supervised a team of 5 members to ensure seamless social media operations, achieving CSAT ratings of 92%-96%. • Developed and executed personalized customer success strategies for mid-market clients, focusing on increasing product adoption, reducing churn, and enhancing engagement, which resulted in a 14% decrease in customer churn. • Utilized analytics tools like Google Analytics, Tableau, and Salesforce to track key performance metrics, providing actionable insights that improved customer health scores by 12% and boosted product usage by 18%. • Drove continuous improvement in customer experience by monitoring and analyzing KPIs, facilitating feedback loops with sales and product teams to address emerging customer needs, resulting in a 10% improvement in overall customer engagement. • Coordinated influencer campaigns, delivering content aligned with brand goals, resulting in positive brand reviews.

Education

• University of Jammu

  B.com, Business/Commerce, General

  2017 — 2019

• Narsee Monjee Institute of Management Studies (NMIMS) Navi Mumbai

  Master of Business Administration - MBA, Marketing/Marketing Management, General

  2020

• Delhi School of Internet Marketing

  Digital Marketing

  2019 — 2019