SANJAY TARAFDAR

• Owning P& L for India Accounts
• Managing projects, setting timelines, and prioritizing tasks to ensure successful delivery of customer success initiatives
• Team management
• Key Account Management
• Retention & Adoption strategies
• Driving the Revenue business from Resul (Product) for India.

• Managing marque brands like-Tata, Aditya Birla fashion Retail, UTI Mutual Fund, HDFC Bank
• Manage Implementation, Onboarding, and adoption of the platform
• Training key stake holders to improve adoption
• B2B SaaS Account management Strategy
• Drive High NPS
• B2C Engagement strategies
• Give feedback to sales and marketing on prospecting approach
• Align with commercial teams on renewal and up-sell strategy and focus on selling with a retention focus
• Define and improvise CSM SOP’s.

• Managed Brands like- Hoichoi, Dainik Bhaskar, Reliance JIO etc
• Managed High touch Enterprise Client Portfolios, ensured smooth Onboarding and adoption of the platform
• Reducing Platform adoption time
• Use case realization from the Platform prospective
• Ensuring optimum usage and encouraging more Platform adoption
• Conducted online training sessions to new clients and led onboarding process to ensure success rate
• Spearheaded setting up native Email business for Clevertap
• Ensuring high Net promoter score through relevant consulting and proactive approach
• Implement, run and manage successful customer pilots working with the Sales team to analyze pilot results and provide input to the business case.

• Managed key Accounts like- Blibli.co, Telkom Indonesia, Armata Bank, Yes Bank
• Consulting Top Brands on Improving ROI through Cross channel communication
• Helping existing client base to improve the quality of Email communication/Cross channel communication
• Provide technical support to customers or to provide training on their products
• Coordinating with respective product development/Support function teams to improve product features and make it for acceptable to clients
• Analyzing performance across multiple metrics and proving relevant suggestions to improve
• Driving the Revenue business from Smartech (Product) for SEA, Mumbai and Nigeria
• Managing Team of consultants and guiding them to achieve their goals
• Managing Custom Automation/Integration projects for Top clients.

• Managing display campaigns via ad nets/Google display-net
• Media Planning-Planning media requirements/budget/shortlisting publishers/negotiation
• Preparing post-campaign reports
• Email marketing: Conceptualizing/implementation/deployment of email campaign/coordinating with agency
• Championed dynamic retargeting for emails
• Online reputation management - Sentiment analysis using radian 6/keyword assignment
• Managing/measuring campaign effectiveness using VCE(comscore tool).

• Managing Email/Direct Mail and Web-based campaigns
• Participating in kick-off calls to understand campaign requirement
• Preparing Monthly Brand scorecard And Dashboard to depict brand performance
• Web analytics to depict post-campaign traffic
• Communication of the project schedule and status to the brand and regions
• Coordination of all resources
• Execution of global level tasks
• Escalation of issues
• Return on Investment Analysis
• Post Campaign analysis
• Owning closure of data gaps, Own the field relevant, high-priority ad-hoc requests for the brand
• Fully manage the global site rollouts to completion
• This includes but not limited to: Ownership and communication of the rollout and update schedule
• Tracking and Communication of status, Escalation of issues
• Serving as the communication point between the brand and measurements organization
• Keeping the brand informed of rollout timings
• Leading measurement validation.

• Trained and mentored new Agents
• Developed Training Materials

Monitoring Quality Compliance on calls for sales Reps
Qualitative feedback to improve call quality
Quality Triages