Aditi Dutta
Bangalore
Summary
Highly motivated and results-oriented professional with 8 years of diverse experience across B2B sales, cybersecurity, customer success, social media, banking and IT solutions. Proven ability to excel in fastpaced environments, build strong relationships, and achieve success in both EMEA and APAC regions. Possesses a deep understanding of SaaS sales, cybersecurity solutions, and customer needs, eager to leverage proven skills and diverse experience to contribute significantly to your organization's growth and success.
Overview
9
9
years of professional experience
Work History
Lead-Technical Account Management
Tanla Platforms
Bangalore
04.2024 - 11.2024
- Successfully managed a portfolio of over 10+ client accounts in India market, developing and implementing strategic plans to drive both short-term and long-term growth
- Identified opportunities for upselling and cross-selling based on client needs and usage patterns, contributing to revenue growth, expansion, and product adoption
- Effectively communicated with clients and internal stakeholders by delivering persuasive presentations and progress reports, utilizing key account metrics to provide valuable insights
- Collaborated with sales and onboarding teams to ensure smooth transitions for new clients, managing the setup and integration process
Customer Success Coordinator
Trellix
Bangalore
07.2023 - 03.2024
- Expert in driving revenue growth through strategic cross-selling and upselling, I have a proven track record of securing client retention in the competitive EMEA and APAC markets
- My approach involves forging enduring partnerships by engaging with end users, distributors, and resellers, ensuring a cohesive sales cycle from start to finish
- Integral member of the Global Customer Success Team, actively involved in curating 30 proposals/quotes daily and collaborating with Customer Success managers on expansion, and renewals of SMB accounts, directly impacting revenue generation
- Demonstrated effective communication by delivering tailored presentations to diverse audiences, while also contributing to the sustainability and management of the customer database
Talent Solutions Specialist - Enterprise
LinkedIn
Bangalore
08.2021 - 06.2023
- Served as trusted advisor to key customer stakeholders and Account directors in EMEA region for Enterprise Market to drive product adoption and ensure they leverage Talent Solutions to achieve full business value
- Addressed customer support requests via email, video conference, and chat channels
- Aided end users with pre-sales and post-sales inquiries, managed user access provisioning, created dashboards, and maintained member accounts
- Provided assistance to members in managing LinkedIn pages and posts, meticulously documenting all communication with users and accounts using system tools
- Demonstrated proficiency in utilizing tools such as Salesforce and Microsoft 365
Account Retention Specialist
American Express Banking Corporation
Bangalore
01.2020 - 07.2021
- Provided exceptional customer service with a focus on influence and negotiation to boost customer loyalty and advocacy, thereby securing organizational revenue and maintaining an impressive average retention rate of 75%
- Developed and implemented innovative strategies for customer retention, with a particular emphasis on proactive initiatives targeting specific customers
- Addressed escalated customer issues promptly, championed employee morale through recognition and retention activities, and utilized CRM software to monitor communication and gather valuable feedback
Customer Success Associate
American Express Banking Corporation
Bangalore
06.2019 - 12.2019
- Managed over 50 client accounts while ensuring highest quality of service was delivered at all times
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management
- Assisted clients in identifying their needs and provided suitable solutions to meet their requirements
- Cross-sell and Upsell other card products, retained and acquired new customers
Customer Support Executive
American Express Banking Corporation
Bangalore
08.2017 - 06.2019
- Provided customer assistance by offering information about products and services, resolving issues, and managing inbound calls on credit card statements and bill-related inquiries, including handling escalated calls to address and resolve complaints
- Managed financial accounts by processing customer adjustments and contributed to team goals by consistently achieving high CSAT targets
- Maintained accurate records of customer interactions using CRM software, navigated various systems to address support inquiries, and demonstrated familiarity with tools such as Oracle, Citrix, Javascript, etc
Technical Support Specialist
Infosys
Bangalore
03.2017 - 07.2017
- This process entails managing customer inquiries from UK related to broadband and landline issues, involving troubleshooting and coordinating engineer visits
- Offered technical support to customers through phone, email, and remote access tools
- Diagnosed hardware and software faults using specialized diagnostic software tools
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Suggested software and hardware modifications to reduce lag time and improve overall speed
Customer Support Executive
Infosys
Bangalore
03.2016 - 03.2017
- International voice process where handled customer queries about bill issues and finances of their British Telecom subscription
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives
Education
Bachelors of Engineering - Comupter Science
Priyadarshini Indira Gandi College of Engineering
Nagpur08.2015
Skills
- Account Management
- Cross selling
- Strategic Planning
- CRM Software
- Customer Retention
- Customer Service
- Customer Relationship Management
- Customer success
Personal Information
Title: Customer Success Manager
Timeline
Lead-Technical Account Management
Tanla Platforms
04.2024 - 11.2024
Customer Success Coordinator
Trellix
07.2023 - 03.2024
Talent Solutions Specialist - Enterprise
LinkedIn
08.2021 - 06.2023
Account Retention Specialist
American Express Banking Corporation
01.2020 - 07.2021
Customer Success Associate
American Express Banking Corporation
06.2019 - 12.2019
Customer Support Executive
American Express Banking Corporation
08.2017 - 06.2019
Technical Support Specialist
Infosys
03.2017 - 07.2017
Customer Support Executive
Infosys
03.2016 - 03.2017
Bachelors of Engineering - Comupter Science
Priyadarshini Indira Gandi College of Engineering
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