Adina Saha
Summary
Specialization: - Enterprise Manager - Customer Success, Customer Experience & Retention With a passion for delivering exceptional customer experience, I have had the privilege of working in Customer Success with strong relationships with customers and proactively ensuring their success . Skilled in cross functional teams to drive customer satisfaction, retention and revenue growth. Strong communication skills and Team work attributes.
Objective: To pursue a strong and challenging career in the Customer Experience domain where I can utilize my creativity, innovation and growth allowing me to leverage my skills to drive impactful results and contribute to the success of the organization and achieve strategic goals.
Overview
10
10
years of professional experience
Work History
Enterprise Manager, Customer Success
Ishan Technologies – IT & Telecom Solution
08.2023 - Current
- Manage retention activities for assigned 170 enterprise customers based out of India, Dubai and USA
- Taking initiatives for On boarding & customers satisfaction via planned process improvement
- Building work relationships with customer for repeat business (upsell/cross sell) to ensure growth parameters are met
- Providing cost effective customer service and ensuring smooth and outstanding product lifespan
- Data analysis on daily issues and complaints raised by the customers
- Renewal of quarterly and annual contracts
- Handling customer day to day query and higher level escalation faced
- Proactively conducting annual and quarterly reviews for the customer
- Ensuring product knowledge is provided to the customers to effectively address customer queries and concerns
- Encouraging satisfied customer to become advocates and provide testimonials or referrals
- Ensuring customers are updated and informed about new updates and new features
- Monitoring customer health score and taking proactive measure in order to ensure the customer is satisfied with the services.
Enterprise Manager, Customer Success
Evabot - California, US
05.2022 - 07.2023
- Taking initiative to Engage with customers regularly to understand customer satisfaction, challenges and trends to make them feel heard and supported and foster long term relationships
- Handling 200+ enterprise clients across USA and UK
- Analyzing customer data and extracting meaningful insights for proactively customer engagement and strategic decision making
- Identifying gaps in customer implementation plans and helping them grow and scale quickly
- Creating 30-60-90-day Account Management Plans that cover a range of topics
- Communicating the Evabot Rapport Enablement Tool and its process, status and proposed solution in a clear and concise way
- Proactively customer training & onboarding, providing training sessions and guidance to ensure smooth and successful implementation of the product
- Identifying opportunities to expand customer accounts by recommending additional products or services that aligns with their goals
- Developing effective strategies to maximize customer retention and reduce churn and providing solutions to ensure customer satisfaction.
Manager Customer Success
Whitehat Jr. - Mumbai , India
02.2020 - 05.2022
- Worked as Team Leader in (Customer Success/Experience ) and handled a team of 45 members, Previously I had joined as Customer Success Manager (CSM) and had been promoted on 1st May 2020
- Responsible for most of the Team Matrix and achieving the set target on a daily basis
- Responsible for staff development, staff planning to meet organizational requirements
- Diligently communicating and making sure the team is performing on all the matrices
- Achieving weekly targets in a high pressure performance driven competitive environment
- Having a solid understanding of technical aspects related to product being offered also have basic technical knowledge and collaborated effectively with technical teams
- Monitoring self-performance at all times while also contributing to the team performance, keeping track of factors like conversion factor and all given tasks
- Administering employee motivation & retention, revenue & growth in margin
- Showing commitments to ongoing learning and self improvement, staying up-to-date with new technologies, features
- Effectively managed team productivity and met expectations to ensure successful outcomes and customer satisfaction.
Teacher
Avalon Heights International School - United Arab Emirates
04.2019 - 01.2020
- I have worked as a teacher by profession and followed my passion for teaching
- Teaching students with engaging learning activities and fun extracurricular curriculum
- Implemented multiple musical and art related activities that would improve the creative skill of children and increase their learning
- Consistently communicating with parents to report on child social and developmental behaviours.
Relationship Manager
DSP Black Rock - Mumbai , India
04.2015 - 03.2019
- Managing approximately 250 and more clients all over India & US/UK
- Analyzing and providing market updates on client's portfolios at a time to time basis by timely response and ensuring clients delight
- Studying market trends and conditions for customer portfolio's to provide them flexible and customized Investment opportunities
- Offering investment advice and wealth creation by analyzing risk tolerance according to market conditions
- Adhering to industry regulations and compliance requirements for wealth management
- Skilled in prospecting and identifying new business opportunities.
Intern Trainee
ONGC - Mumbai , India
05.2014 - 07.2014
- Understanding the B2B Marketing strategy of LPG by ONGC
- Maintaining weekly reports from the software that helps in the smooth workflow of the company.
Education
Specialist in Psychology - Psychology
Delhi University
Delhi 04.2020
PGDM - Marketing
VESIMSR, AICTE - Mumbai, MH
01.2015
Bachelor of Management Studies - Marketing
Pillai's College Of Arts, Commerce & Science Mumbai, MH
01.2012
HSC - Commerce
DAV Public School - Mumbai, MH
01.2009
SSC -
Ryan International School - Mumbai, MH
01.2007
Skills
- Rapport Building - Good relationship building, maintaining strong relations with customers and understanding their goals and challenges
- Product Knowledge - Driven and deep knowledge and understanding of the product, providing accurate and valuable insights
- Customer Centric - Being customer focused which allows me to understand the customer's perspective and ensure their satisfaction and growth
- Problem Solver - Identifying and addressing customer issues, providing solutions in a timely and effective manner
- Time Management - Organized, managing top most priorities and utilizing time for meeting the success of the organization
- Teamwork - Working closely with cross functional teams to ensure a smooth customer experience
- CRM Integration - Proficiency in mapping and analyzing customer journey within various CRM platform, which involves seamless user experience
- Revenue growth - Identifying customers with growth potential, managing renewal process that align with revenue growth objectives
- Cross/upselling – Identifying target prospects to upsell and cross sell our multi product which could involve a premium version with additional feature of the product
Accomplishments
- Key Accomplishments in DSP Black Rock
- Recognized and received achievement for being the best Relationship Manager for making profits for the company revenue in FY18-19.
- Received credits from clients on being the best in following up with their portfolio and making them understand the key products.
- Developed a good repo with the clients on a regular basis in providing them with the solution they needed.
Languages
English
Hindi
Bengali
Hobbies and Interests
- Traveling and exploring new places.
- Teaching
- Swimming.
Timeline
Enterprise Manager, Customer Success
Ishan Technologies – IT & Telecom Solution
08.2023 - Current
Enterprise Manager, Customer Success
Evabot - California, US
05.2022 - 07.2023
Manager Customer Success
Whitehat Jr. - Mumbai , India
02.2020 - 05.2022
Teacher
Avalon Heights International School - United Arab Emirates
04.2019 - 01.2020
Relationship Manager
DSP Black Rock - Mumbai , India
04.2015 - 03.2019
Intern Trainee
ONGC - Mumbai , India
05.2014 - 07.2014
Specialist in Psychology - Psychology
Delhi University
PGDM - Marketing
VESIMSR, AICTE - Mumbai, MH
Bachelor of Management Studies - Marketing
Pillai's College Of Arts, Commerce & Science Mumbai, MH
HSC - Commerce
DAV Public School - Mumbai, MH
SSC -
Ryan International School - Mumbai, MH
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