Divya Kapoor

About Divya Kapoor

Apart from the global project and people management skills learnt in my 10+ years of consulting experience, I have strong category management experience in the marketing category and adept at market research as well as account management. • How am I able to wear so many hats of strategy, account management, category management etc? The answer is that I see people as people and am able to find a common ground with clients, colleagues in different functions/ nations & suppliers to deliver results! • Among the 2 people chosen from 75+ Managers in consulting in GEP Worldwide to be internally promoted to lead client engagement and account management function, after proven track record in the consulting domain. • In my 10+ years deep experience in strategy development and execution in consulting, I have honed skills in \"listening\",\"empathy\" and \"collaboration\" apart from technical know-how, which I count as my strengths. • Expertise in driving projects in multi-stakeholder, multi-country and cross-functional environment through collaborative partnerships.• Strong analytical and communication skills which have led to successful business development engagements with Fortune 500 clients.• Proven experience in strategy development and execution, market intelligence, negotiations, change management and transformation projects, with detailed communication plans.• Proven capabilities in stakeholder and communications management for clients across India, US, EU ANZ, Singapore, Malaysia, Japan, Korea & South Africa.

Experience

1. Customer Success Manager

   GEP Worldwide

   Jan 2021 — Present · Mumbai, IN

   Successfully managing a portfolio of strategic & SMB clients across US & Europe, managing an ARR of USD 2.2 Million, driving customer engagement and success. Key achievements in the last 12 months on the role -* Significantly improved CSAT (Customer Satisfaction)~ NPS score for key strategic and evenSMB clients assigned * Successfully turned around 3 key accounts through program and project managementabilities with strong focus on customer - centricity.* Identified and pursuing large upsell and cross-sell opportunities with existing clients tohelp them solve their pressing problems.* Successfully moderated the \"First Ever\" Client Forum in EMEA Region in GEP, which resulted in stronger relationship with the clients as well as more visibility for clients into the industry bestpractices and ways to improve ROI.* Built good working relationships with my clients, my colleagues across functions and my own team including seniors and team members and while this may look like the most fluffy point out here,it is the one which needs most effort and drives most outcome.

Education

• Delhi Public School

  10,12, (P.C.M.C)Physics, Chemistry, Maths, Computers

  1997 — 2005

• Christ University, Bangalore

  Master of Business Administration - MBA, Marketing

  2009 — 2011

Skills

• Procurement
• Market Research
• Marketing Research
• Business Analysis
• Analytics
• Business Strategy
• Ppc Bid Management
• Market Analysis
• Management
• Competitive Intelligence
• Data Analysis
• Team Management
• Competitive Analysis
• Market Intelligence
• Product Development
• Analysis
• Merchandising
• Supply Chain Management