Summary
Overview
Work History
Education
Skills
Languages
Timeline
Aura Roy

Aura Roy

Bangalore

Summary

With over 9 years of experience in customer success and business development, I am a versatile and passionate professional who thrives on solving customer challenges and delivering value. I work as a Senior Customer Success Analyst providing support, insights, and education to major accounts across different industries and regions. Goal-driven Analyst polished in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success. In addition to my customer success role, I am also a Global Program Manager for an Employee Resource Group. I oversee the execution of a targeted initiative to empower and support women employees at the global level. I partner with my co-chairs and fellow GPMs to create and deliver engaging and impactful programs and events for the ERG members and allies. I am an active champion of DEI & allyship. I breathe the culture and values of the workplace and embody it and exemplify it everyday.

Overview

12
12
years of professional experience

Work History

Senior Customer Sucess Analyst

LinkedIn
Bangalore
10.2021 - Current
  • As a Senior Customer Success Analyst, I help our global clients achieve their goals and drive success with our solutions.
  • I design success plans around clients’ business objectives to help scale and manage their investments.
  • Customers I work with have always renewed and with a greater RIG. I ensure I build plans with customers at centre.
  • I analyze data to identify gaps and provide ongoing support and guidance to help clients achieve the maximum benefit from our solutions. I also create education plans to help customers optimize their investments with LinkedIn and scale existing resources to help customers succeed in the long term.
  • I project manage complex workstreams to help clients be set up for success and troubleshoot issues with clients.

Customer Success Analyst

LinkedIn
Bangalore
05.2019 - 09.2021
  • I ensured that our global clients were fully successful in their use of LinkedIn solutions. I worked closely with our team to help our customers drive their own talent needs in the best possible ways.
  • My responsibilities included managing the process for creating business reviews, validating client contacts, updating quarterly results. I built and maintained strong professional relationships with our key global customers by supporting the Global Account Manager to coordinate clients tasks.
  • I reported on client’s performance and utilization of the LinkedIn solution and helped prove ROI. I was responsible for creating the metrics to evaluate sales efficiency and productivity. I liaised with different departments of the organization for internal collaboration and performed ad hoc analysis for senior management to provide data support for business decisions.
  • I also promoted and drove participation in scaled sessions to ensure maximum participation from clients. Sessions I have led have had a CSAT of 4.5 average.

Assistant Key Account Manager

Sodexo
08.2017 - 04.2019
  • Managed an assigned portfolio of corporate clients, maintaining and managing their expectations, and resolving their concerns/issues within agreed time frames. Built relationships with large strategic clients to generate additional business through organic growth, client synergies, and group companies.
  • I have achieved my targets in sales & maintained a high level of customer satisfaction, with 95% of my customers rating my service as excellent. My success can be attributed to my ability to build strong relationships with my clients, understand their needs, and provide them with tailored solutions. I have also been proactive in identifying new business opportunities and following up on leads. My role involved acquiring new clients, cross-selling, and up-selling to existing ones. Managed client on-boarding processes, ensuring that their expectations and goals were fully met. Developed new customer training sessions, conducted webinars and workshops for new clients.
  • Collaborated with the Marketing Department on new promotional campaigns to generate awareness. Ensured all-time positive customer experience by communicating and maintaining professional relationships. Organized promotional campaigns and visibility drives to increase brand awareness. Efficiently used MS CRM and Salesforce tools for data management and sales forecast by opportunities tracking.
  • Maintained relationships with key decision makers and CXOs to effectively negotiate and sign up new clients. Assessed and researched market competition to develop tactical marketing plans.

Marketing Consultant

nearbuy.com
12.2015 - 08.2017
  • As an experienced sales professional, I have a proven track record of driving growth and increasing sales. In my previous role, I was responsible for email marketing campaigns that accounted for 10% of total bookings, making it one of the primary mediums for engagement.
  • I also implemented a new sales strategy for end-of-year offers, which resulted in a 25% increase in sales in 2016. I monitored and optimized hygiene metrics such as opens, clicks, and ESLs with the help of Google Analytics. I created and tested new formats to optimize click-through rates and edited the logic behind daily newsletters. I handled end-to-end customer and merchant escalations, using Salesforce and in-house tools to work effectively.
  • I focused on achieving progressive targets and growth across the Eastern zone, developing sales strategies and market pitches to respond to a dynamic market landscape. I conducted offline training sessions for new clients and led the onboarding process to ensure a high success rate. I helped drive adoption and maintain top accounts with key stakeholders, strategized on new business, and expanded the footprint into existing accounts.
  • I devised and shared continuous best practice webinar sessions to the install base and generated analytical utilization reports to influence renewal business and drive user adoption. I also developed promotional email marketing campaigns to generate awareness and retain user adoption. Finally, I planned and looked after the Kolkata Market, understanding the details of every deal category and how to structure deals and their suitability for different regions.

Associate-Operations

Paytm
04.2015 - 11.2015
  • I have a proven track record of designing catalogs for merchants onboarding with Paytm.com. My focus was on ensuring attraction towards the products by providing true and concise information about the products being featured. I achieved a 100% catalog selection rate with zero rejections. I also worked on internal reports as part of MIS.

Personal Goal Pursuit

Studying
05.2013 - 03.2015
  • Took a break from work to pursue learning German and gain proficiency in the language. Completed an intensive language course and achieved a B1 level certification from the Goethe-Institut and Ram Krishna Mission.
  • I am excited to bring my newly acquired language skills and cultural awareness to my next role.

Business Development Executive

Groupon
06.2012 - 04.2013
  • As a sales professional, I have experience identifying needs, understanding business drivers, and explaining the Groupon value proposition.
  • I have explained Groupon’s business model and the benefits to suitable merchants, liaised with lead generation, sales reps, and account managers of different territories, and built rapport with General Managers, Directors, and Marketing Heads of various companies to drive business growth.
  • I shared merchant feedback with the tech/ops team to develop internal tools and streamline processes. I handled corporate sales along with local sales and closed various incoming corporate orders for clients, which helped in further revenue generation for the company.

Education

Diploma -

Goethe Institut

Bachelor of Science - Computer Science

University of Calcutta

Skills

  • KPI Analysis
  • MS Excel
  • Business Intelligence
  • Analytical Thinking
  • Data Integrity Assurance
  • Project Management
  • Trend Analysis
  • Client Relationship Management
  • Data-Driven Decision-Making
  • Customer Satisfaction
  • Relationship Management
  • Customer Advocacy
  • Strategic Planning
  • Client Relations
  • Customer Account Management
  • Training Programs
  • Negotiation
  • Sales Management
  • Customer Relationship Building
  • Training and Mentoring
  • Strategic Communications
  • CRM Software
  • Sales Proficiency
  • Microsoft Office
  • Cultural Awareness
  • Analytical
  • Research

Languages

English
First Language
German
Intermediate (B1)
B1

Timeline

Senior Customer Sucess Analyst - LinkedIn
10.2021 - Current
Customer Success Analyst - LinkedIn
05.2019 - 09.2021
Assistant Key Account Manager - Sodexo
08.2017 - 04.2019
Marketing Consultant - nearbuy.com
12.2015 - 08.2017
Associate-Operations - Paytm
04.2015 - 11.2015
Personal Goal Pursuit - Studying
05.2013 - 03.2015
Business Development Executive - Groupon
06.2012 - 04.2013
Goethe Institut - Diploma,
University of Calcutta - Bachelor of Science, Computer Science

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