Divya Narayan
Bangalore
Summary
Dynamic customer success professional with a proven track record at HerKey, achieving a 95% client retention rate. Expert in client relationship management and contract negotiation, driving revenue growth through strategic planning and cross-functional collaboration. Adept at analyzing data to enhance service offerings and foster long-term engagement.
Overview
19
19
years of professional experience
Work History
Assistant Manager, Customer Success & Delivery
HerKey (Formerly JobsforHer)
Bangalore
03.2022 - Current
- Managed strategic client relationships, achieving a 95% client retention rate and ensuring seamless customer experiences
- Spearheaded contract negotiations, upselling, and renewals, driving a 20% increase in revenue
- Led cross-functional collaboration between marketing, product, and sales teams to align services with customer needs
- Provided professional post-sales support, ensuring a 100% on-time delivery rate for client requirements
- Analyzed customer data and feedback, delivering insights to optimize service offerings and drive long-term engagement
- Successfully onboarded and managed key enterprise accounts, including Moody’s, S&P Global, Equinix, and more
Member Relationship Manager
Date The Ramp
Bangalore
06.2019 - 04.2021
- Built and maintained relationships with 200+ premium members annually, ensuring a 95% satisfaction rate
- Led customer engagement initiatives, increasing repeat business by 20% and overall revenue by 30%
- Served as the liaison between customers and internal teams, ensuring efficient issue resolution and customized service delivery
Customer Care Representative (Canada & UK)
HSBC Electronic Data Processing (I) Ltd.
Bangalore
07.2011 - 12.2013
- Drove customer engagement and retention strategies, resolving 95% of escalations within strict SLAs
- Conducted usage analysis and performance tracking, improving service efficiencies and reducing response time by 20%
Process Expert – Customer Care, Credit Cards (USA)
HSBC Electronic Data Processing (I) Ltd.
Visakhapatnam
02.2006 - 07.2011
- Managed customer relationships in financial services, ensuring 98% compliance with industry regulations
- Led training and mentoring programs, improving team performance by 15% and enhancing service delivery metrics
Education
Bachelor of Commerce -
Berhampur University
Berhampur, Odisha06.2004
Skills
- Client Relationship Management
- Key Account Management
- Stakeholder Engagement
- Customer Success & Retention
- Post-Sales Support
- Contract Negotiation
- Process Optimization
- Cross-functional Collaboration
- Strategic Planning
- CRM & Data Analytics
- Microsoft Office & Reporting
- Problem-Solving & Escalation Management
Why Me
- Proven ability to drive customer success and long-term business growth.
- Healthcare & FinTech experience, with expertise in client retention & revenue expansion.
- Hands-on experience with large enterprise accounts, ensuring seamless onboarding and service excellence.
Timeline
Assistant Manager, Customer Success & Delivery
HerKey (Formerly JobsforHer)
03.2022 - Current
Member Relationship Manager
Date The Ramp
06.2019 - 04.2021
Customer Care Representative (Canada & UK)
HSBC Electronic Data Processing (I) Ltd.
07.2011 - 12.2013
Process Expert – Customer Care, Credit Cards (USA)
HSBC Electronic Data Processing (I) Ltd.
02.2006 - 07.2011
Bachelor of Commerce -
Berhampur University
Similar Profiles
Shweta SanjivShweta Sanjiv
AVP Communities and Events at HerKey (formerly Jobsforher)AVP Communities and Events at HerKey (formerly Jobsforher)
Firdouse Ara BegumFirdouse Ara Begum
Senior Recruitment Manager at Herkey ( Formerly Jobsforher)Senior Recruitment Manager at Herkey ( Formerly Jobsforher)
Sandhya SMSandhya SM
Assistant Manager -Content Marketing at HerKeyAssistant Manager -Content Marketing at HerKey