Jahanwi Shree
Chennai
Summary
Customer Success Professional with over 5 years of experience, specializing in SaaS and demonstrating expertise in client retention, onboarding, and revenue growth. Proficient in leveraging CRM tools and strategic account management to enhance customer satisfaction and increase product adoption rates. Proven track record of driving measurable improvements in client engagement and loyalty. Committed to fostering long-term partnerships that contribute to organizational success.
Overview
6
6
years of professional experience
Work History
Executive-Customer Success
Zuper
Chennai
07.2024 - Current
- Managed a portfolio of SMB and Enterprise clients from EU, UAE and APAC regions with a total contract value ranging from $180K to $300K, ensuring successful onboarding and continuous engagement.
- Collaborating with cross-functional teams to address customer challenges, resulting in a 15% increase in product adoption and a 25% reduction in support tickets.
- Spearheaded upsell and cross-sell initiatives, contributing to a 20% boost in account revenues.
- Championed customer advocacy, fostering strong relationships that led to 13+ positive G2 reviews and consistently high CSAT scores (average of 95%).
- Leveraged practical knowledge of HubSpot, Zendesk, Salesforce, and Zoho CRM to streamline customer relationship management, improving data accuracy and decision-making.
Customer Success Specialist
Mojro Technologies Pvt. Ltd.
Bengaluru
03.2022 - 06.2024
- Reduced onboarding time by 30% for 18+ clients through process optimization.
- Designed and delivered 100+ training sessions, leading to a 25% reduction in product-related support tickets.
- Increased product adoption rates by 20% through tailored, strategic roadmaps.
- Implemented customer-centric strategies that enhanced satisfaction ratings by 15% within 6 months.
Senior Customer Support Analyst
Natwest Services India
Chennai
09.2019 - 11.2021
- Managed escalations and complex queries, maintaining a 93% average CSAT.
- Mentored a team of 12 new hires, improving team performance metrics.
- Delivered in-depth product and process training, enhancing data protection and error minimization.
Project Intern
Central Coalfields Limited
Ranchi
08.2018 - 11.2018
- Conducted data audits and assembled project documentation to support management decisions.
- Participated in creating project tracking tools to enhance operational transparency.
Education
BBA -
SRM Institute of Science & Technology
Chennai05-2019
Skills
- Customer Retention & Relationship Management
- CRM Tools: Hubspot, Salesforce, Zoho CRM & Books
- SaaS Product Onboarding & Adoption
- Upselling & Cross-Selling Strategies
- Multi-Cultural Collaboration (USA/UK/UAE/APAC Markets)
- Automation: N8N & Workflow Management
- Process Optimization & Training
- MS365-Advanced
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Executive-Customer Success
Zuper
07.2024 - Current
Customer Success Specialist
Mojro Technologies Pvt. Ltd.
03.2022 - 06.2024
Senior Customer Support Analyst
Natwest Services India
09.2019 - 11.2021
Project Intern
Central Coalfields Limited
08.2018 - 11.2018
BBA -
SRM Institute of Science & Technology
Similar Profiles
Snigdha RamdoraiSnigdha Ramdorai
Manager Sales Solutions at ZuperManager Sales Solutions at Zuper
M Sateesh BabuM Sateesh Babu
Customer Engagement Manager at ZuperCustomer Engagement Manager at Zuper
Safi Hamza V MSafi Hamza V M
Account Manager at ZuperAccount Manager at Zuper