Hi, I am Ruchi Raj.
Implementation specialist and customer success manager.

Transparent communication disciplines the chaos.

This belief keeps me on my toes and remains a constant source of motivation throughout my role as a customer success manager. I have 5 + years of experience in customer success, including customer on-boarding, training, and implementation of the SaaS software onsite in 10+ countries including Thailand, the Philippines, Vietnam, Bangladesh, India, and offsite in Australia, the US, New Zealand, and Europe.

Reducing churn and maintaining the analysis of customer usage for scaling up has been a crucial part of my role. Problem-solving was always my hobby and it gradually shaped my career steer towards this side of the business. I love helping people and believe that it’s better to empower than to sympathize, so I offer sessions on image enhancement in my free hours to NGOs and other social organizations.

I believe in Fast | Fail | Forward

Years Experience

300+

Happy Clients

10+

On-Site implementation in 5 Countries

250+

Online onboardings in 20 Countries

Work

Jan 2022 - Present

US, Remote

Customer success manager

Assessing/evaluating client needs for the initial scope of the project, determining project plan, and scheduling agenda with curriculum for training.
Tracking implementation and IPACS usage to identify and provide proactive support.
Assist other team members with client engagements when appropriate with a strong focus on the team environment.

April 2019 - Jan 2022

US, Remote

Senior implementation manager

Manage a team of 5-6 people including support, implementation, and copyrighter to drive the success strategy for clients.
Foster strong relationships with C-Suite and 50+ client accounts to develop and nurture long-term growth.
Achieved almost 100% automation in onboarding for non-enterprise users (1000+) working on the knowledge base/ resources/onboarding campaigns in almost 3 years

July 2018 - March 2019

US, Remote

Project Manager

Successfully introduced the brand to the Indian market.
Implemented the platform successfully in 8 organizations.
Negotiated with Apparel Resources(leading publication in apparel and fashion domain, India), for being their Trend Partner in Global Sourcing event in Bangalore called Apparel Sourcing Week.

Jan 2017 - May 2018

APAC, Onsite

Implementation Consultant

Achieved successful implementations of the flagship product Intellocut in 8 factories on-site in Vietnam, Bangladesh, The Philippines, India, China, Bangkok, etc.
Trained 250+ users in Southeast Asian countries.
Reduced the churn by 20% by identifying discrepancies in customers’ data and creating the format of the tool to monitor them

Implementations

Tools

Help-desk, knowledge database, and customer queries

CRM for managing the on-boarding and campaigns

CRM

Project management, implementation

Subscription status

Manage subscriptions and payments

Bugs and features

Assigning tasks to team

Fetch leads to initiate product demonstration and transfer product knowledge

Managing my own website kraftsquare.com

Design the mockups for the changes as per client experiences.

Product updates

Microsoft office

Microsoft teams

Team communication

Internships

Passion

I am working on creating a community for women to promote Indian handicrafts and enhance the chances of employment to them by my homegrown brand KraftSquare.

I offer sessions on personality and image enhancement to the students/members of NGOs and other social organizations.

I write guest posts for Textile Scholars

During my college, I joined as 2nd member and took it to 30+ along with a lean HR team. Assisted in building the whole team of Newgen across all the profiles including tech, marketing design, and finance

Recommendations

Melissa Moylan

VP, Creative Director - Womenswear at Fashion Snoops Inc.

Ruchi not only has a strong understanding of the fashion industry on a global scale, but she is an absolute pleasure to work with. She made several connections that benefited my company including securing fashion week, tradeshow and media partnerships. She facilitated my company's launch in the Indian market and it is very clear that because of her, our series of meetings and trend presentations were seamless. I'm pleased to recommend her.

Ramit Tyagi

Director Talent Acquisition at UKG

Ruchi is a sincere and a thorough professional, always positive and committed to her responsibilities. She is an excellent team player with a zeal to learn new things and perform to the best of her abilities. I wish her all the very best. Cheers.

Deepti Kakkar

Academic Head, Katha

Ms. Ruchi is a motivational speaker. She took a session on Soft skills and personality development with our professional students. Session was very useful for children. They learned so many important things. Your presentation was excellent. Session was motivating and meaningful.

Education

Certifications

Drop a message!

Let's work together and I'll help you strategize your next project.

Get in touch!

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New Delhi, India

rajruchi7@gmail.com