Deepak Kumar Banra
Pune
Summary
Results driven Customer Success Manager with over 6 years of experience in SaaS, AI solutions, and Account Management in India and US market. Expertise in boosting customer retention, driving product adoption (70%), and achieving high customer satisfaction (CSAT of 85%). Proven success in optimizing onboarding processes, reducing churn, and delivering tailored training to maximize product usage and value. Skilled in managing key accounts, collaborating with cross functional teams, and applying critical thinking to enhance customer outcomes. Focused on data driven strategies, process improvements, and fostering strong relationships to ensure long term success and business growth.
Overview
9
9
years of professional experience
1
1
Certificate
Work History
Customer Success Specialist
Avalara
03.2024 - Current
- Collaborated with product teams to influence the development of 3+ new features, improving user experience and driving 20% faster resolution of customer issues in the US region.
- Collaborated with cross-functional teams to deliver successful product implementations.
- Created product training plans centered on customer success and satisfaction along with L&D team as SME.
- Led onboarding of stuck customers, achieving a 77%+ onboarding success rate and ensuring 83% of users became active within 60 days.
- Increased customer retention by 90% month on month through personalized engagement and proactive relationship management.
- Maintained an average CSAT score of 85%, focusing on continuous customer satisfaction and issue resolution.
Sr. Customer Success Manager
MyNextHire Pvt Ltd
10.2020 - 02.2024
- Prioritized roadmap in order to achieve product goals and metrics.
- Developed product documentation to communicate upcoming features and products to internal teams.
- Expanded client engagement scope by proactively introducing new product features, showcasing expertise in product knowledge leading to a remarkable 70% product adoption rate in both India and US clients.
- Acted as the primary point of contact for enterprise clients, addressing custom requirements, and resolving inquiries effectively.
- Managed critical client escalations and provided comprehensive support to clients, demonstrating adept problem solving skills.
- Developed a customer success dashboard for key metrics and customer trends analysis, contributing to informed decision making.
- Collaborated with internal teams to define customer success metrics and implemented a strategy that increased customer satisfaction score to 77%.
- Established and led a customer success team, resulting in 90% customer retention.
Customer Support Executive
Concentrix Daksh Pvt Ltd
05.2019 - 09.2020
- Utilized active listening skills to identify customer needs and provided appropriate solutions.
- Ensured adherence to customer service standards and corporate policies for enhanced customer satisfaction.
- Maintained accurate records of customer interactions and transactions.
- Offered timely and accurate advice to customers, enabling informed decision-making.
- Reduced average resolution time for customer inquiries from 6 hours to 2 hours, increased customer satisfaction rating from 85% to 96%, and decreased customer complaints by 30%.
Senior Sales Executive
Godrej & Boyce Mfg. Co. Ltd
06.2017 - 05.2019
- Successfully built and managed a high-performing sales team, achieving 100% sales target.
- Developed key stakeholder relationships, resulting in increased sales opportunities.
- Analyzed sales data and trends to identify growth opportunities and optimize sales performance.
- Conducted product demonstrations and developed promotional materials to boost brand awareness and sales.
Management Trainee
Thought Box Media
02.2017 - 04.2017
- Conducted market research and developed a comprehensive marketing strategy to generate leads and increase sales.
- Negotiated complex deals with customers that resulted in mutually beneficial outcomes.
TATA INSTITUTE OF SOCIAL SCIENCES
04.2016 - 06.2016
- To comprehend the specific skill sets needed by various employment sectors in Ranchi.
- To align with the aspirations of students attending Ranchi University.
- To bridge the gap between the skills demanded in the job market and the current skill development courses.
- To introduce NUSSD as an adapted offering in Ranchi.
Education
Ex Programme in Data Driven Project Management - Product Management
Indian Institute of Management
Lucknow, India06-2025
All India Senior School Certificate Examination - Physics, Chemistry, Maths, English and Physical Education
Oxford Public School
03.2014
Skills
- Proficient in technical skills
- Customer Relationship Management
- Process optimization
- Customer retention initiatives
- Client retention strategies
- Upsell/Cross-Sell Strategies
- Data Analysis & Reporting
- Problem Resolution and Escalation handling
- Project coordination
- Time Management
- Customer Training and Education
- Business Analysis
- Analytical Skills
- Hubspot
- Jira
- Ringcentral
- Avaya
- Excel
- Google Sheet
- Power BI
- APIs
- Integrations
- Saas
- Slack
- Microsoft Teams
- Presentation Skills
- Problem Resolution
- Cross functional collaboration
- User requirement documentation
- Problem-solving analysis
Certification
- Customer Service Foundation
- Building Rapport with Customers
- Lean Six Sigma Yellow Belt
Timeline
Customer Success Specialist
Avalara
03.2024 - Current
Sr. Customer Success Manager
MyNextHire Pvt Ltd
10.2020 - 02.2024
Customer Support Executive
Concentrix Daksh Pvt Ltd
05.2019 - 09.2020
Senior Sales Executive
Godrej & Boyce Mfg. Co. Ltd
06.2017 - 05.2019
Management Trainee
Thought Box Media
02.2017 - 04.2017
TATA INSTITUTE OF SOCIAL SCIENCES
04.2016 - 06.2016
All India Senior School Certificate Examination - Physics, Chemistry, Maths, English and Physical Education
Oxford Public School
Ex Programme in Data Driven Project Management - Product Management
Indian Institute of Management
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