Abhijith NJ

As a seasoned professional with over 5 years of experience in customer-facing roles, sales, and marketing, I have developed a diverse set of skills that allow me to excel in various areas of business. I specialize in customer success, onboarding, and service, creating engaging content, e-commerce, and utilizing SEO/SEM strategies. I possess strong communication and collaboration skills that have proven essential in maintaining positive relationships with clients and team members. My analytical abilities have enabled me to monitor and coach teams, consistently exceeding performance expectations. I am well-versed in software such as Google Analytics, Planhat, Tableau, Hubspot, Zendesk, Salesforce, Jira, Intercom, and MS Office. I completed my Masters in International Business from Kedge Business School, which has equipped me with a global perspective and enhanced my cross-cultural communication skills. Currently, as a Digital Onboarding Manager, I am responsible for ensuring a seamless customer onboarding experience.

My job as a Digital onboarding manager is to ensure that our customers have a smooth onboarding process and receive ongoing assistance to guarantee strong adoption and engagement. I have overseen initiatives to integrate Whatfix and other tools to cut down on customer support complaints and streamline the onboarding procedure using Planhat workflow. I also researched customer requirements and created comprehensive training materials and worked with various stakeholders to create articles, videos, demos, and FAQs. I also collaborate directly with the technical team to increase tracking precision and keep pilot clients. I find sales prospects as part of my job duties, run demo sessions, and work with the support, sales, and product teams to deliver a superior customer experience.  I create content like webinars, presentations, training materials, support articles, and blogs to empower customer engagement to our platform. 

I use NPS surveys to learn more about client satisfaction and enhance user and communication experience. To guarantee a smooth transition between the teams handling digital prospects, sales, and account management, I also collaborate with sales. In addition, as a product expert, I also work with the back-end team to create and execute training programs for newly onboarded customers to reduce complexity and enhance the customer experience. In order to better grasp customer priorities and enhance key customer touchpoints, I also analyze internal workflows.

As a project manager for e-commerce, I successfully oversaw a worldwide initiative to standardize training, which increased efficiency and reduced costs by streamlining workflow processes across numerous agencies. The marketing team and I worked together to develop engaging marketing and sales content for CMA CGM's eCommerce services. I also made a new set of videos for product demonstrations and training, built reports on web transaction success and their KPIs, and more. My duties also included consulting on and directing social media marketing for the brand on LinkedIn and Facebook platforms, as well as conducting research and developing marketing plans, messaging strategies, and insights to support ongoing eCommerce operations.

I also produced weekly and monthly website performance reports, made flyers, promotional materials, and marketing assets for both online and offline projects, and oversaw a thorough review of old videos, white papers, case studies, reports, photos, and social media blasts to create a new content repository. I also generated analytics around products to suggest changes to eCommerce marketing.

As the Vendor Contact Management Lead, I have worked on numerous initiatives to improve the quality and effectiveness of the vendor management approach. One of the major accomplishments was collaborating with the US team of the Vendor Success Program to create Standard Operating Procedures (SOP) and close process-related holes. Additionally, I oversaw the successful integration of a pilot process on the supply chain while acting as the Point of Contact (POC) for Purchase Order (PO) management at the site level, especially for soft lines vendors.

I collaborated closely with the Vendor Success Program team to lessen the reliance on tickets and introduce more process improvements. A comprehensive process guide, information, and tools for managing different vendor-related issues, new vendor program launch details, and troubleshooting Catalog-related issues were all part of the Internal Amazon Wikipedia I also created. Additionally, I revised the information in the Help and Support portion of the Vendor Central website, focusing in particular on the contract and agreement guidelines, the policy for ship window extensions, the chargeback policy, and other account management issues.

I onboarded suppliers and assisted them in setting up their vendor accounts as part of my responsibilities. I also evaluated and determined the needs of the customers, developed trusting relationships with them by offering advertising, content creation, and customer care support as the initial point of contact. I coordinated with top vendor managers, in-stock managers, and brand specialists, determined which business challenges required attention from vendors, and gave the team instructions on how to handle them. Additionally, I created banners and marketing content for client vendor sites that improved Amazon product and channel performance in addition to creating personalized content for the A+ page. I implemented action plans and SOPs based on in-depth analysis of the metrics for the product line, as well as demand and forecast analysis to help vendors place purchase orders and send goods to Amazon.

MSc in International Business with major in Marketing