Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Ankita Bhattacharya

Bangalore

Summary

Driving customer success and satisfaction through proactive relationship management and strategic guidance.

Overview

11
11
years of professional experience

Work History

Enterprise Customer Success Manager

Ema Unlimited
Bangalore
04.2025 - Current
  • Design a global onboarding and adoption strategy for strategic US/EMEA accounts by crafting solution documents that map multi-agent workflows, orchestration plans, and MCP-enabled integrations to accelerate enterprise rollout and sustained usage.
  • Drive Agentic-AI adoption by guiding customers through structured multi-agent use cases, illustrating how autonomous agents coordinate to handle different use cases across the customer support and employee experience domains.
  • Monitor account health and stimulate growth, leveraging usage insights in collaboration with the Product.
  • Own technical escalations and champion customer needs, coordinating issue resolution with support and engineering teams, relaying feedback to influence the product roadmap, and ensuring secure, context-rich AI experiences via MCP-based orchestration.

Manager Customer Success

Sprinklr
Bangalore
09.2023 - 03.2025
  • Demonstrated extensive hands-on experience in omni-channel contact center operations, utilizing AI-powered support across social channels for over 17 enterprise accounts. Successfully achieved a 98%+ NRR target while driving a 30% increase in ARR through upselling and expansion opportunities.
  • Actively engaged in the customer value realization process by continuously monitoring and analyzing key metrics, starting from objective discovery. Led efforts to measure and enhance value realization and ROI through regular QBRs and EBRs.
  • Captured and analyzed customer insights to optimize service delivery and resolve issues proactively. Developed tailored service approaches to foster customer engagement, build trust, and ensure satisfaction at every stage of their journey.

Senior Customer Success Manager

Whatfix
Bangalore
09.2021 - 10.2023
  • Awarded customer-first CS Manager for Q2, 2022.
  • Serve as the primary point of contact and trusted advisor for a portfolio of 15+ enterprise-level high volume customers.
  • Maintained 95%+ customer satisfaction rate and NPS score of 9/10 through regular check-ins and touch-points.
  • Achieved 30% increase in customer adoption rates through effective engagement and proactive support.
  • Developed and executed customer engagement programs at scale, resulting in 30% increase in onboarding efficiency.
  • Successfully managed account renewal portfolio with 95% customer renewal rate, contributing to 15% increase in annual recurring revenue.
  • Assisted in resolving high severity requests, maintaining 98% customer issue resolution rate within SLAs.
  • Conducted quarterly business reviews, identifying growth opportunities and developing account plans.
  • Implemented data-driven strategies, resulting in 15% reduction in churn and increased customer lifetime value.
  • Collaborated with marketing team, resulting in 20% increase in customer engagement and product awareness.
  • Actively participated in industry events, fostering relationships with key stakeholders.

Digital transformation and strategy consultant

Capgemini Invent Global
07.2019 - 09.2021
  • Charted business case for automated regulatory compliance assessment against products covering more than 400 brands across 190 countries for FMCG giant.
  • Developed unified digital platform for automated regulatory assessment solution with 55% reduced switching cost and 70%+ additional value creation opportunities.
  • Identified and monitored critical success factors and developed scalable platform with 33% reduced rework effort and 60% enhanced resource utilisation leading to reduced cycle time of critical functionalities by 41%.

Market research analyst

Henkel
04.2018 - 06.2018
  • Conducted qualitative research analysis of 50+ customers to identify pain points and deliver value added competitive market information.
  • Analysed the value chain of Henkel and mapped key improvement factors within the scope of feasibility constraint.
  • Collaborated with 30+ stakeholders from diverse background including internal sales team, distributors across product category of AT business to outline the growth framework.
  • Developed sustainable and profitable strategy to thwart competition and allotted quantifiable goals to measure and monitor performance.

Programmer Analyst

Cognizant Technology Solutions
07.2014 - 02.2017
  • Planned and strategised solutions to achieve client objectives and process standardisation through prioritisation and incorporated structured implementation framework through sprint plan.

Education

MBA -

Narsee Monjee Institute of Management Studies
Mumbai
01.2019

BTech -

Institute of Engineering And Management
Kolkata
01.2014

Skills

  • Stakeholder management
  • Customer objective mapping
  • Relationship and stakeholder management
  • Data analysis
  • Problem solving
  • Agentic AI
  • Agent orchestration
  • Conversational AI
  • CCaaS
  • Value delivery
  • Revenue growth
  • Negotiation
  • Customer retention
  • Client relations
  • Cross-functional coordination

Awards

Customer first- Success Manager, Whatfix, May 2022, Campus Finalist, Asian Paints Canvas Caravan, 2018, Certificate of Excellence, Merit Rank Holder, Institute of Engineering and Management

Timeline

Enterprise Customer Success Manager

Ema Unlimited
04.2025 - Current

Manager Customer Success

Sprinklr
09.2023 - 03.2025

Senior Customer Success Manager

Whatfix
09.2021 - 10.2023

Digital transformation and strategy consultant

Capgemini Invent Global
07.2019 - 09.2021

Market research analyst

Henkel
04.2018 - 06.2018

Programmer Analyst

Cognizant Technology Solutions
07.2014 - 02.2017

MBA -

Narsee Monjee Institute of Management Studies

BTech -

Institute of Engineering And Management

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Ankita Bhattacharya