Priyanka Joshi
Pune
Summary
Encouraging CSM and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
Work History
Customer Success Manager
Springworks
Pune
01.2024 - Current
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
Customer Success Manager- Growth Specialist
Leegality
Bengaluru, India
01.2023 - 06.2023
- Main point of contact for clients, handling technical, account, and product-related inquiries to provide a seamless customer experience
- Set up and managed a dedicated customer success desk catering specifically to Small and Medium Business clients, facilitating their queries, renewals, and upsells.
- Collaborated across various departments (sales, marketing, product, engineering) to identify and enhance customer success processes.
- Gathering feedback from clients, they filtered feature requests and established a pipeline for implementation
Customer Success Manager
Harmonize
Pune, India
01.2021 - 07.2022
- Engaged with customers through various channels and conducted ongoing analysis of customer accounts to address conflicts and opportunities.
- Proactively identified and reported bugs in features to enhance the customer experience.
- Resolved compliance issues related to state overtime laws and optimized integrations with the engineering team.
- Collected customer feature requests, collaborated with product and engineering teams to implement improvements, and built onboarding knowledge bases
- Gathered customer reviews and testimonials for the products and established guidelines for team processes while continually analyzing statistics for areas of improvement.
Integration Support Specialist I
Zocdoc
Pune, India
05.2015 - 07.2020
- Provided technical support to clients by thoroughly investigating their integration, setup, and sync issues via email.
- Developed and maintained project plans and collaborated with stakeholders to meet all requirements.
- Took charge of training and overseeing the implementation to ensure projects were completed successfully and on time.
- Developed and documented detailed implementation processes and procedures
- Took responsibility for identifying and resolving integration issues and errors, maintaining the integration environment to ensure seamless and successful system integration.
- Identified opportunities for operational improvements and formulated project plans that led to cost savings and improved profit margins.
- Shaped the team by providing anecdotes & specific feedback to improve engagement of the team members on an individual level.
- Spearheaded multiple pilot projects to transition the processes under offshore teams purview.
- Performed quality assurance processes to monitor the accuracy of data entry by conducting daily audits to detect and rectify any data entry errors, ensuring the smooth onboarding of providers.
- Conducted the first ever 'Gauge Repeatability & Reproducibility' Analysis for the QA team.
- Spearheaded multiple pilot projects to transition the processes under offshore teams purview.
- Performed quality assurance processes to monitor the accuracy of data entry by conducting daily audits to detect and rectify any data entry errors, ensuring the smooth onboarding of providers.
- Conducted the first ever 'Gauge Repeatability & Reproducibility' Analysis for the QA team.
Education
Bachelor of Engineering (B.E) - Computer Science And Engineering
Visvesvaraya Technological University
Bengaluru, Karnataka, India09-2014
Skills
- Troubleshooting
- Training and documentation
- Customer Relations
- Strategic Communication
- Process improvement
- Project Management
Accomplishments
- 2016- 2017 Recipient of multiple Data Operations- Metrics Monster Award and Data operations - Extra Mile Award.
- 2017-2020 Recipient of multiple 'Integration Support - Metrics Monster' Award and 'Integration Support - Extra Mile' Award
- 2018 Recipient of 'Integration Support Royalty Award'
Additional Information
Co-Curricular Activities
Harmonize (2021-2022)
- Organized various events like 'Women @Harmonize,' and 'Ask me Anything' sessions to help networking within the organization between members of the different teams immensely.
Zocdoc (2015-2020)
- Organized various team building activities, weekly quizzes on company updates and published to Integration Support Newsletter for our team globally on quarterly basis.
Office level co-curricular activity volunteer (2015-2019)
- Lead office level events like 'Kids @Work', 'Giving back to the community, PotLuck.
Timeline
Customer Success Manager
Springworks
01.2024 - Current
Customer Success Manager- Growth Specialist
Leegality
01.2023 - 06.2023
Customer Success Manager
Harmonize
01.2021 - 07.2022
Integration Support Specialist I
Zocdoc
05.2015 - 07.2020
Bachelor of Engineering (B.E) - Computer Science And Engineering
Visvesvaraya Technological University
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