ABHIROOP MUKHOPADHYAY
New Delhi
Summary
Results-driven Team Lead & Account Manager with over 8 years of experience driving client success, account growth, and process excellence across SaaS, corporate mobility, and international education sectors. Proven track record of managing enterprise relationships for Fortune 500 accounts, optimizing CRM workflows (Salesforce, Freshdesk, HubSpot), and leading cross-functional teams to exceed CSAT and SLA targets. Specialized expertise in account retention, workflow automation, and student recruitment pathways for Australia’s top-tier (Go8) universities. Adept at managing multi-million-dollar portfolio touchpoints, driving user adoption, and aligning operational delivery with long-term client value.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Team Lead - Client Success & Operations
Newland Chase (CIBT)
Gurgaon
10.2023 - Current
- Newland Chase (CIBT) is a global leader in corporate mobility, immigration, and visa management services for multinational enterprises.
- Managed a span of team members overseeing day-to-day operations, workload distribution, resource allocation, and team performance to achieve key Customer Service SLAs and delivery standards.
- Nurtured and expanded strategic business relationships across high-value enterprise accounts, including Meta, Amazon, Oracle, PwC, BCG, KPMG, and 50+ blue-chip corporate clients.
- Acted as the primary escalation manager for critical service issues, ensuring swift resolution, deploying service recovery strategies, and restoring client confidence to mitigate churn risk.
- Built connections and mapped departmental decision-makers across 55+ countries to drive consistent outbound engagement and custom workflow alignment.
- Facilitated seamless client onboarding and account transitions by coordinating training, knowledge transfer, process enablement, and change documentation across cross-functional units.
- Created performance goals, skill development roadmaps, and KPI scorecards, delivering analytics-driven insights via dashboards and SLA reports to drive continuous improvement.
- Conducted detailed audits, risk assessments, and portfolio reviews to ensure strict compliance, high delivery accuracy, and sustained CSAT standards.
- Partnered closely with cross-functional teams (Quality, HR, WFM, Product) to optimize operational workflows and support account value expansion initiatives.
Senior Account Manager
IDP Education
Gurgaon
03.2022 - 10.2023
- IDP Education is a global leader in international student placement services and co-owner of the IELTS English language test.
- Managed high-priority student applicant accounts with a core focus on Australia’s Group of Eight (Go8) universities (e.g., University of Melbourne, ANU, USYD, UNSW, UQ, Monash, UWA, University of Adelaide).
- Utilized enterprise CRM platforms (Salesforce) to track applicant journeys, optimize conversion funnels, and streamline communication touchpoints from initial inquiry to final enrolment.
- Partnered directly with university admissions teams and regional country managers to resolve complex GTE (Genuine Temporary Entrant) / Genuine Student criteria and visa compliance bottlenecks.
- Analyzed account workflows and student engagement metrics to design performance frameworks, driving higher conversion rates and minimizing drop-offs across top-tier institutional applications.
- Facilitated cross-functional collaboration between counselor teams, regional operational units, and university representatives to align resources with conversion benchmarks.
Account Manager
AECC Global
Gurgaon
01.2020 - 01.2022
- AECC Global is a leading global study abroad agency connecting international students with premier higher education institutions worldwide.
- Served as the primary client relationship lead for prospective international students and institutional partners, specializing in Top 8 Australian University (Go8) applications and enrolments.
- Maintained end-to-end CRM account records, ensuring accurate lifecycle tracking, proactive query resolution, and structured follow-up mechanisms for high-value student portfolios.
- Navigated multi-layered international compliance environments, offering tailored academic profile assessments and admission strategy guidance to applicants.
- Collaborated closely with university delegates, admissions offices, and regional recruitment teams to maintain transparent, deadline-driven application processing.
- Managed grievance redressals, after-sales guidance, and student onboarding processes to ensure high customer satisfaction (CSAT) and referral generation.
Account Manager
Unilogers
07.2019 - 01.2020
- Liaison between customers and product involves interactions at all stages of the customer life cycle and generate revenues.
- Identify common customer challenges, actively suggest better solutions, and upsell adhering to the SLAs.
- Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
- Helped drive customer references and testimonials.
- Proactively managed customer grievances and redressals to provide after-sales support and customer satisfaction.
- Skills: Customer Experience, Customer Retention
Subject Matter Expert
Taxmann Group
07.2017 - 01.2019
- Managed daily client engagements across multiple digital channels (Calls, Email, WhatsApp) to address complex software workflow pain points.
- Partnered with R&D, product specialists, and engineering teams to expand product footprints and enhance digital solution offerings.
Customer Service Specialist
TLC Worldwide
Gurgaon
07.2016 - 07.2017
- Provided end-to-end technical consultative support to international clients (US, UK, Australia) to resolve third-party software configuration pain points.
Education
PGDM - Business Analytics
Institute of Management Technology
Ghaziabad09-2026
Bachelor of Arts -
Maharaja Agrasen Himalayan Garhwal University
Skills
- Account & Success Management: Key Account Management, Net ARR Expansion, Org Structure Mapping, Client Servicing & Retention, Executive Engagement, QBRs/EBRs
- Operations & Leadership: Team Leadership & Coaching, SLA & KPI Management, Workflow Automation, Churn Management, Conflict & Escalation Resolution
- CRM & Tools: Salesforce, Freshdesk, HubSpot, Gainsight, Zoho CRM, MS Office
- International Education & Go8: Higher Education Recruitment, Group of Eight (Go8) Australia Universities, Student Admissions Lifecycle, Visa & GTE Compliance
Personal Information
Title: ACCOUNT MANAGER
Certification
ZoomInfo Platform Certified, Certified Salesforce Associate, Freshworks Product Expert, HubSpot CRM Certified, CSM (SuccessCOACHING), BMTG Project Management
LANGUAGES
English: Proficient (C2)
PROJECTS & ACCOMPLISHMENTS
Selected Projects: CRM Optimization Project (Freshdesk) | Process Optimization & Efficiency Project | Quality Control Revamp | Workflow Automation Project.
Accomplishments
Awards: Performance & Leadership Award (Newland Chase, 2024) | Performance of the Quarter (IDP, 2022).
Timeline
Team Lead - Client Success & Operations
Newland Chase (CIBT)
10.2023 - Current
Senior Account Manager
IDP Education
03.2022 - 10.2023
Account Manager
AECC Global
01.2020 - 01.2022
Account Manager
Unilogers
07.2019 - 01.2020
Subject Matter Expert
Taxmann Group
07.2017 - 01.2019
Customer Service Specialist
TLC Worldwide
07.2016 - 07.2017
PGDM - Business Analytics
Institute of Management Technology
Bachelor of Arts -
Maharaja Agrasen Himalayan Garhwal University