Ipshita Mukherjee
Bangalore
Summary
Dedicated professional focused on empowering teams and customers to make informed decisions that drive organizations forward. Extensive management experience directing and enhancing operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends, and regulatory requirements, facilitating smooth navigation of industry operations. Analytical leader with talent for business planning and problem-solving, ensuring optimal outcomes for all stakeholders involved.
Overview
13
13
years of professional experience
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
- Maximized performance by monitoring daily activities and mentoring team members.
- Established team priorities, maintained schedules and monitored performance.
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 -
Osmania University
Hyderabad 05.2007
ISC -
Hill Top School
Jamshedpur01.2004
ICSE -
Hill Top School
Jamshedpur01.2002
Skills
- Proficient in AWS, Azure, and Google Cloud
- Experience with web application firewalls and secure communications
- SAML/SSO implementation and management
- Proficient in networking infrastructure
- Experience with Fivetran, Streamsets, and Talend
- Spreadsheet and project management expertise
- Experience with PostgreSQL and Oracle
- Understanding of JVM and VM frameworks
- Kubernetes experience
Personal Information
- Date of Birth: 08/01/86
- Nationality: Indian
- Marital Status: Married
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 -
Osmania University
ISC -
Hill Top School
ICSE -
Hill Top School
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