Suraj Desai

• Served as key liaison between customers and internal teams, cultivating strong relationship with customers, sponsors and key stakeholders. I have actively driven adoption, ensured retention and contributed to long term success by fostering deep engagement and collaboration
• Led user enablement initiatives for The Gym Group app by developing onboarding materials, interactive tutorials, and in-app guidance, ensuring seamless adoption and engagement. Conducted live training sessions, webinars, and staff workshops to enhance user proficiency and support.
• Implemented feedback-driven improvements by gathering user insights, optimising app usability, and collaborating with internal teams to enhance functionality: leveraged push notifications, community engagement strategies, and proactive support to drive retention and long-term customer success.

• Monitored user reviews, support tickets, and survey responses to identify trends, common issues, and areas for improvement. Provided insights to internal teams to enhance user experience.
• Reviewed customer feedback on promo codes and discount effectiveness, identified redemption issues or underperforming offers, and collaborated with partners to refine deals. Ensured seamless application of discounts and improved user satisfaction from 61% to 76% (CSAT survey).

• Successfully implemented and configured CloudCherry platform across various customer ecosystems, ensuring seamless integration with existing CRM, sales, and support tools.
• Acted as primary point of contact for large 20+ US-based customers, delivering proactive support, troubleshooting technical issues, and ensuring long-term satisfaction.
• Worked closely with sales teams to understand customer requirements, customize solutions, and ensure smooth transition from sale to implementation.

Customer success intern :(2018-2019)

• Supported deployment of CloudCherry platform by collaborating with senior teams, analysing customer needs, and contributing to configuration and integration processes, leading to seamless transition into full-time role.
• Assisted in onboarding new customers, resolving queries, and providing product guidance, building a strong customer relationship management foundation.