Jolly Mongia
🚀 Customer Success & Operations | Helping SaaS Companies Scale with Seamless Client Onboarding, Retention & Expansion | 6+ yrs with Global Clients | Building Scalable CS systems | AI x Customer Experience Enthusiast
- Role
- Customer Success Consultant at Fincent
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Jolly Mongia
I\'m a Generalist with the approach of a specialist! I love problem-solving, and…
Experience
Customer Success Consultant
Feb 2024 — Present · IN
The SMB Market space has always been unpredictable and volatile. Hence, managing customer engagement and outcomes for this segment presents its challenges.The nature of the role requires me to be proactive in understanding user adoption patterns and intent. Working as a Customer Success Consultant in SaaS for the US SMB market, my responsibility at Fincent involves looking into various aspects of the client base.From - understanding client expectations and the outcomes they wish to achieve from our services to- maintaining regular communication- grasping their business\'s growth journey to provide relevant support- managing escalations across various use cases- conducting regular meetings to understand business needs- working on renewals and upsell/cross-sell opportunities, and - ensuring quick resolutions, I strive to maintain retention, reduce churn rates, and achieve growth in revenue for the company while contributing to the client\'s success by understanding their needs and helping them with any challenges they may face.Providing support in all these aspects while being efficient requires good cross-functional collaboration and a proactive approach to handling different use cases. Hence, these become some of the key competencies to practice and implement on a day-to-day basis. While challenges do arise, being proactive and having transparency in my communications has helped me build long-term relationships, thereby leading to opportunities for upselling and referrals, and contributing to overall growth in revenue.Hence, my role and responsibilities here help me contribute to the company\'s growth while working on the engagement and outcomes of the clients.
Education
Gujarat Technological University (GTU)
Bachelor of Engineering - BE, Information Technology
2010 — 2014
GrowthSchool
Growth Hacking
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