Senior Client Support Executive
Skill Sets Online (Silicon Valley)
Total years of experience :13 years, 6 Months
• Dealing with B2B and B2C customers for online IT Training services and managing churn.
• Identifying new leads, approaching decision makers and pitching services to potential clients.
• Researching client’s requirements, managing e-marketing campaigns and taking feedbacks.
• Analyzing statistics to determine the quality of client support and achieving sales targets.
• Planning new initiatives, preparing proposals and developing quotes.
• Training personnel and team members for skills development.
• Keeping CRM updated and preparing monthly performance reports.
• Identifying industry trendsetting ideas by researching events, publications and announcements.
• Organizing and attending IT Meetups, workshops, conference and training programs.
• Establishing relationships with leaders in assigned business units to ensure employee relation’s (ER) best practices are followed.
• Developing and negotiating contracts, preparing RFPs and closing the deals.
• Making GAP and SWOT analysis to develop the company strategies.
• Work closely with management and employees to improve engagement and retention, build morale, strengthen cross functional connections, foster reward and recognition activities.
• Responsible for Internal Audits (ISO 9001:2008), developing SOPs and managing QMS of the whole SDLC process in Adam Soft.
• Dealing with PSEB, PITB and other organizations for building business relationships.
• Monitoring and developing performance metrics of software engineers and medical billers.
• Performing TNA, conducting training programs, internal/external workshops and developing testing methods and techniques.
