Aastha Shri Bhargava
Customer Success Manager
Delhi
Summary
Dynamic and results-oriented Customer Success Manager with over 3+ years of experience in enhancing client satisfaction and driving account growth. Proven expertise in leveraging CRM systems, stakeholder management, and psychological insights to optimize client engagement. Achieved a 30% increase in account revenue through upselling and cross-functional collaboration. Currently pursuing a Doctorate in Psychology to further refine strategic decision-making and customer-focused solutions.
Overview
5
5
years of professional experience
2
2
Certifications
Work History
Senior Associate Customer Success Manager
Mercer|Mettl
08.2021 - Current
- Designed and delivered onboarding and training programs to enhance client understanding of product value, increasing feature adoption by 20%.
- Implemented and managed CRM systems, improving tracking and communication efficiency across client accounts.
- Proactively monitored customer usage patterns, providing insights that reduced churn rates by 15%.
- Cultivated strong relationships with key stakeholders, achieving 95% client satisfaction rates through consistent support and timely resolutions.
- Identified upselling opportunities and implemented strategies that increased account revenue by 30%.
- Presented ROI-focused reports to clients, showcasing measurable value and driving renewal decisions.
Customer Service Associate
Indigo Airlines
Gurgaon
09.2019 - 06.2020
- Delivered exceptional customer service by addressing passenger inquiries and resolving conflicts promptly.
- Managed administrative tasks, including data entry and documentation, ensuring smooth operations.
- Coordinated with multiple departments to streamline processes, resulting in improved service delivery.
- Conducted onboarding sessions for new employees, covering company policies and labor law basics.
Education
Ph.D. - Psychology
Chandigarh University
Chandigarh 04.2001 -
Masters in Psychology -
Chandigarh University
Chandigarh, India 04.2001 -
B.A Hons Psychology -
Kurukshetra University
Kurukshetra, India 04.2001 -
Skills
- Technical Skills: CRM tools , Data Analysis, Reporting Dashboards
- Customer Success Skills: Customer Retention Strategies, Onboarding Programs,Stakeholder Engagement, Upselling and Cross-Selling
- Soft Skills: Communication, Team Leadership, Problem-Solving, Empathy, Conflict Resolution
Accomplishments
- Increased account revenue by 30% through strategic upselling initiatives.
- Speaker at an Internal Conference on Down Syndrome, contributing to awareness and knowledge-sharing.
- Successfully led personal projects connecting psychology and sports, and on societal safety initiatives.
- Project: Relationship Between Psychology and Sports (Dec 2018): Explored psychological frameworks to enhance athletic performance.
- Safety from Societal Evil (May 2019): Developed workshops focused on creating safe and inclusive community practices.
Certification
Diploma in Hospital Management
Timeline
Senior Associate Customer Success Manager
Mercer|Mettl
08.2021 - Current
Customer Service Associate
Indigo Airlines
09.2019 - 06.2020
NCC Certificate B and C
02-2017
Diploma in Hospital Management
01-2017
Ph.D. - Psychology
Chandigarh University
04.2001 -
Masters in Psychology -
Chandigarh University
04.2001 -
B.A Hons Psychology -
Kurukshetra University
04.2001 -
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