AMALENDU DEY
Customer Success Manager
Bangalore
Summary
Experienced Customer Success Manager bringing 7 years of quality performance in customer success supervisory roles. Skilled in identifying opportunities for upselling and cross-selling. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Noted for creativity in customer success strategies.
Overview
9
9
years of professional experience
17
17
years of post-secondary education
Work History
Senior Customer Success Manager
Project44
05.2023 - Current
- Led a team of Customer Success Managers, resulting in increased client retention and upselling opportunities.
- Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
- Contributed to company growth by maintaining a 90%+ retention rate
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
- Generated upsell worth 25% of individual book of business.
- Drove product adoption by 2x for current individual book of business.
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts and conducted EBRs/QBRs to showcase growth.
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Increased customer engagement by designing targeted outreach campaigns tailored to individual user profiles.
Senior Customer Success Manager
Talend
03.2022 - 04.2023
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conduct Strategic Business Reviews (EBRs and QBRs) to understand customer lifecycle milestones, communicate the value of our product, showcase ROI.
- Ensure customer retention by negotiating and closing renewals.
- Work with the marketing team to execute customer surveys, case studies, etc
- Worked on automation model for low touch accounts which comprised total ACV of 17M USD
- Handling a total of 93 accounts with total ACV value of 12M USD
- Collaborated with sales and product teams to address customer success objectives.
- Communicate and brain-storm with the product team on customer feedback and help refine the product roadmap
Customer Success Manager
Aviso AI
11.2021 - 03.2022
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Recommended changes, improvements or enhancements in products to product development team based on customer feedback.
- Identified sales opportunities by assessing environment and devising and implementing winning strategy.
Technical Account Manager
Sprinklr
10.2019 - 11.2021
- Technical Account Manager for key strategic partners. Constant evaluation of metrics, prioritization of requirements & issues, technical implementation, product enhancements for upsell.
- Have valuable experience in Incident, Change & Problem Management. Helps to analyze crisis situations and how they can be handled best by collaboration among all teams.
- Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
- Ability to take customer's POV for any scenario to minimize their business impact and maximise our relationship strength.
- Proven track record of turning clients from a state of despair into delight by unceasing partnership and resilience.
- Regular value addition for effort saving – Automations based on scripting and on Sprinklr tool.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Identified and proposed upsell and renewal opportunities and communicated value proposition to churn results for enterprise customers.
- Developed and executed solutions to customer needs and drivers through hands-on engagement.
Senior Systems Engineer
Infosys
10.2017 - 10.2019
- The project involved migrating data from source systems and is fed into the EDW (Enterprise Data Warehouse) by making use of ETL methodology.
- Coding of the processes is done using Teradata SQL and Bteq scripts.
- These processes are scheduled to run daily, weekly or monthly.
- Teradata SQL and Client Utilities have played a significant role immigrating the data to Data warehouse and achieving the expected gains.
- Lead and mentored team 6 resources.
- Automated tasks to reduce labor costs and increase productivity.
- Collaborated with clients to determine need and devise appropriate software and hardware solutions.
- Developed testing procedures and documentation and presented to clients for review.
Systems Engineer
Infosys
10.2015 - 10.2017
- Worked closely with customers, internal staff and other stakeholders to determine planning, implementation and integration of system-oriented projects.
- Provided day-to-day support to system users, educating employees on troubleshooting and problem-solving protocols.
- Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
Education
MBA - Analytics
Indian Institute of Management, Kashipur
Kashipur, India 04.2001 -
B.Tech - Instrumentation and Control Engineering
Institute of Technical Education And Research(ITER)
Bhubaneswar, OD 04.2011 - 04.2015
Saint Vincent’s Convent Senior Secondary School
Balasore, OD 01.1998 - 05.2011
Skills
Customer service expert
Technical issues analysis
Strategic communications
Customer Relations
Staff mentoring & leadership
Sales proficiency
Customer Advocacy
Customer Account Management
Timeline
Senior Customer Success Manager
Project44
05.2023 - Current
Senior Customer Success Manager
Talend
03.2022 - 04.2023
Customer Success Manager
Aviso AI
11.2021 - 03.2022
Technical Account Manager
Sprinklr
10.2019 - 11.2021
Senior Systems Engineer
Infosys
10.2017 - 10.2019
Systems Engineer
Infosys
10.2015 - 10.2017
B.Tech - Instrumentation and Control Engineering
Institute of Technical Education And Research(ITER)
04.2011 - 04.2015
MBA - Analytics
Indian Institute of Management, Kashipur
04.2001 -
Saint Vincent’s Convent Senior Secondary School
01.1998 - 05.2011