Dushyant Mehta
Customer Success Manager
Vadodara,GJ
Summary
Results-driven Customer Success Manager with proven skills in customer onboarding, retention, and data-driven decision-making. Achieved a Net Promoter Score (NPS) above 8 while minimizing churn and driving product adoption. Proficient in CRM software, including Salesforce, Hubspot, Airtable, Chargbee, Google sheets, Zendesk.
Overview
14
14
years of professional experience
Work History
Customer Success Manager - Founding Team Member
Swiftsku Inc. (YC 21)
Vadodara
09.2021 - Current
- Cultivated and strengthened relationships with key personnel within customer companies, ensuring a positive post-sales experience.
- Facilitated seamless customer onboarding onto Swiftsku's product, ensuring complete process compliance, and driving product adoption.
- Conduct regular customer feedback initiatives to maintain a Net Promoter Score (NPS) above 8, demonstrating a commitment to customer satisfaction.
- Collaborated with the Sales and Engineering teams to address customer feedback and enhance product usability based on real-world insights.
- Partnered with the Sales team to identify opportunities for sales upgrades and cross-selling, contributing to revenue growth.
- Minimized churn rate within the SaaS model, showcasing effective customer retention strategies.
- Monitored daily revenue activity through Chargbee software, ensuring accurate tracking and reporting.
- Successfully resolves customer escalations, preserves valuable client relationships, and promotes long-term retention.
- Proactively address customer needs, and ensure timely service delivery, fostering a customer-centric environment.
- Maintain a low average response time, demonstrating responsiveness, and dedication to customer service.
- Tracked customer activities using Salesforce and Airtable, enabling data-driven decision-making and personalized customer interactions.
- Measured the effectiveness of customer success initiatives using operational metrics such as churn rate, revenue management, retention, and NPS, demonstrating a data-driven approach to continuous improvement.
Customer Success & Sales Manager (US, India)
Questy Solutions Inc.
Vadodara
09.2019 - 11.2020
- Supported the development and implementation of a customer-first culture within a SaaS-based online assessment software company, managing over 30 existing accounts.
- Organized meetups and events to foster customer engagement and community building.
- Provided post-sales support, ensuring customer satisfaction, and product adoption.
- Conducted market research to identify business trends, and provided clients with periodic product updates, proactively addressing their evolving needs.
- Drove customer loyalty and product adoption through effective communication and relationship management.
- Responded to customer inquiries via phone and email, ensuring prompt and efficient service delivery.
- Identified and capitalized on opportunities for cross-selling and upselling, contributing to revenue generation.
- Developed strong relationships with client managers at the CXO level, fostering strategic partnerships.
- Maintained detailed records of prospect history in CRM systems, like HubSpot, ensuring accurate and up-to-date information for sales and marketing efforts.
- Managed client onboarding processes, ensuring a smooth transition, and alignment with customer expectations and goals.
- Collaborated with marketing and content teams on product marketing campaigns, driving awareness and adoption.
BDM & Customer Success Executive- B2B (US, UK, ME)
Saviom Software Pty. Ltd.
Vadodara
11.2015 - 09.2019
- Managed end-to-end sales and product presentations for a resource management software, showcasing product knowledge, and sales expertise.
- Increased sales by 25% in 2017 by implementing a new customer retention strategy and email marketing campaign, demonstrating a results-oriented approach.
- Successfully reduced churn rate, showcasing effective customer retention strategies. Identified and capitalized on opportunities for cross-selling and upselling, contributing to revenue generation.
- Participated in sales conference calls to understand customer requirements and tailor solutions to their specific needs.
- Engaged with new prospects through email and calls to schedule product demos, and generate leads.
- Ensured positive customer experiences through proactive communication and professional relationship management.
- Maintained a Net Promoter Score (NPS) above 7 consistently, demonstrating a commitment to customer satisfaction.
- Analyzed RFPs, identified potential risks, and collaborated with technology and product teams to develop effective solutions.
- Contributed to the development and maintenance of a customer-first culture within the organization.
- Managed over 70 existing accounts across the USA, UK, Middle East, and EU, demonstrating experience in managing a diverse client portfolio.
Sr. Marketing Executive
Hazel Infotech Ltd.
Vadodara
10.2014 - 10.2015
- Developed market opportunities for potential customers in SMEs, MSMEs, and corporate sectors, expanding the customer base.
- Conducted B2B sales and marketing activities, including software presentations to potential clients, showcasing product knowledge, and sales skills.
- Managed key customer accounts and dealt with a variety of industrial products, demonstrating versatility and adaptability.
- Generated revenue through new prospect sourcing and referrals from existing clients, contributing to business growth.
- Identified and capitalized on opportunities for cross-selling to existing clients, maximizing revenue potential.
Business Develpment Executive
Datacare Softech
Vadodara
08.2011 - 09.2014
- Sourced potential leads through tele-calling and cold-calling for software products, demonstrating proactive lead generation skills.
- Provided product demos to prospects, effectively communicating product value and benefits.
- Negotiated and closed deals with customers, showcasing sales acumen, and closing skills.
- Provided after-sales software support, ensuring customer satisfaction, and product adoption.
- Generated new opportunities through referrals from existing customers, leveraging existing relationships for business growth.
Education
Master of Computer Applications - Computer Science
S.K.Patel Institute Of Computer & Management Study
06-2011
Bachelor of Commerce - Financial Accounting
The MSU, Baroda
06-2008
Skills
- Customer relationship management
- Customer onboarding
- Customer feedback analysis
- Product adoption strategies
- Data-driven decision making
- SaaS product knowledge
- Revenue growth optimization
- Cross-selling strategies
- Problem solving
- Team collaboration
- Client escalation resolution
- Inter-department collaboration
- Account management
- Customer account management
- Customer retention
- CRM software
- Negotiation
- Customer advocacy
Software Skills
- Salesforce - 5 Years
- Hubspot - 2 Years
- Google Sheets - 5 years
- Microsoft Excel - 8Years
- Zendesk - 3 Years
- Airtable - 3 Years
- Chargbee - 5 Years
- Saviom Resource Management Software - 4 Years
Languages
English
Advanced (C1)
C1
Hindi
Proficient (C2)
C2
Gujarati
Native
Native
Education and Training
other,other
Timeline
Customer Success Manager - Founding Team Member
Swiftsku Inc. (YC 21)
09.2021 - Current
Customer Success & Sales Manager (US, India)
Questy Solutions Inc.
09.2019 - 11.2020
BDM & Customer Success Executive- B2B (US, UK, ME)
Saviom Software Pty. Ltd.
11.2015 - 09.2019
Sr. Marketing Executive
Hazel Infotech Ltd.
10.2014 - 10.2015
Business Develpment Executive
Datacare Softech
08.2011 - 09.2014
Master of Computer Applications - Computer Science
S.K.Patel Institute Of Computer & Management Study
Bachelor of Commerce - Financial Accounting
The MSU, Baroda