Ipshita Mukherjee
Bangalore
Summary
Dynamic Customer Success Manager with a proven track record at IBM India Pvt Ltd, achieving a 110% net revenue retention. Expert in cloud platforms and customer health measurement, I excel in driving product adoption and fostering strong stakeholder relationships, ensuring exceptional customer experiences and sustained account growth.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Manager Customer Success - EMEA/ APAC
IBM India Pvt Ltd
07.2023 - Current
- Wear multiple hats (Technical Architect, Escalation Manager, Product Owner, Project Manager) over the course of customer engagement and become a customer's trusted advisor.
- Accelerating workload adoption by identifying potential blockers, ideate mitigation measures and providing repeatable frameworks.
- Measure Customer Health Index accounting for different factors (User Activity, Adoption, Support History, etc.) Plan and act to move customers towards a healthier standpoint.
- Maintaining an average GRR of 70% and NRR of 110% from the assigned customer pool over the engagement period, effectively increasing retention and expanding footprint in existing customers.
- Focus on employee retention, customer retention, business strategies and managing various customer related KPI's
Manager Customer Success - EMEA/ APAC
Streamsets Inc
10.2020 - 06.2024
- Wear multiple hats (Technical Architect, Escalation Manager, Product Owner, Project Manager) over the course of customer engagement and become a customer's trusted advisor.
- Maintaining an average GRR of 70% and NRR of 110% from the assigned customer pool over the engagement period, effectively increasing retention and expanding footprint in existing customers.
- Focus on employee retention, customer retention, business strategies and managing various customer related KPI's
Customer Success Manager
Colortokens LLP
11.2019 - 09.2020
- Responsible for $ 1.5 MM in annual recurring revenue
- Successfully implemented new deployment FRAMEWORK which reduced the average onboarding time across all accounts by 20%
- Created and Implemented successful Product Adoption Campaigns to leverage the COVID -19 pandemic
- Took multiple initiatives in setting up the process within the customer success team by building dashboards, implementing playbooks for the customer success team using tools like Tableau, Power BI.
- Implemented third party customer success tools like Fresh Success
- Have handled customers across APAC and NORDIC region while maintaining a CSAT score of 4.8 across.
- KPIs -Onboarding, Customer Retention, Upselling, Cross Selling, Product Adoption, Advocacy, NPS, and Product Training.
Customer Success Partner
Searce Inc
02.2017 - 11.2019
- Responsible for solution implementation and project management to named accounts to ensure their success and renewal for the range of SAAS products.
- Achieved 98% customer retention and maintained an average CSAT score of 4.5 throughout.
- Handled a customer base of $1.5-2MM and have delivered a growth of 20% constantly in all quarters.
- Received many testimonials from customers during the tenure which got featured in many marketing campaigns.
- KPIs -Renewal, Cross-sell, Upsell, Onboarding, Product Adoption, Product Training, CSAT, NPS
Account Manager
Pixel Mavericks
09.2013 - 01.2017
- Make accurate deployment plans for each of the accounts and track them with respective task owners to ensure on time delivery.
- During the deployment phase achieved revenue growth of at-least 20-25% from each of the accounts handled.
- KPIs- Onboarding, Implementation, Account Growth, Adoption Planning
Relationship Manager
Lindstrom India Pvt Ltd
02.2012 - 06.2013
- Engaging in the entire Sales cycle. (Lead Generation to Post sales Service)
- Meeting with Factory managers, Facility managers, Operation heads, Purchase Heads of automobile, FMCG, healthcare industries and communicate the value of the service.
- KPI's Include Lead Generation, Sales, Account Management, Training, Account Ownership.
Education
Bachelor of Science -
05.2007
ISC -
01.2004
ICSE -
01.2002
Skills
- Cloud platforms (AWS, Azure, Google Cloud)
- Technical architecture
- Project management
- Data analysis
- Product adoption
- Stakeholder engagement
- Employee coaching and mentoring
- Cross-functional team management
- Security technologies and protocols: firewall, TLS/SSL, SSH, WAF
- Enterprise Apps and Enterprise Security: SAML/SSO, PSEC, PKI
- Networking architecture
- Load balancers
- Workload Migration and Deployment
- ETL /Data Integration tools like Fivetran/Streamsets/Talend
- Office productivity and management tools: spreadsheet, planner, presentation, Atlassian Cloud (JIRA, Confluence)
- RDBMS Databases - SQL/PostgresSQL/Oracle/Microsoft SQL
- Kubernetes Architecture
Personal Information
- Date of Birth: 08/01/86
- Nationality: Indian
- Marital Status: Married
Certification
- Kubernetes course
- AWS certification
- GCP certification
- Streamsets Certified
Timeline
Manager Customer Success - EMEA/ APAC
IBM India Pvt Ltd
07.2023 - Current
Manager Customer Success - EMEA/ APAC
Streamsets Inc
10.2020 - 06.2024
Customer Success Manager
Colortokens LLP
11.2019 - 09.2020
Customer Success Partner
Searce Inc
02.2017 - 11.2019
Account Manager
Pixel Mavericks
09.2013 - 01.2017
Relationship Manager
Lindstrom India Pvt Ltd
02.2012 - 06.2013
Bachelor of Science -
ISC -
ICSE -
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