KHUSHBU BHADRA
Mumbai,Maharashtra
Summary
Results-driven professional with over 15 years of experience in Customer Relationship Management across various industries. Seeking a leadership position to enhance customer experience and drive business profitability. Tech-savvy Customer Onboarding Specialist passionate about optimizing business operations and ensuring customer satisfaction. Utilizes SaaS technology to expand market share through strategic partnerships. Proven track record in identifying and capitalizing on business opportunities, implementing effective marketing strategies for customer retention and profit growth. Skilled in problem-solving, operational efficiency, overseeing projects, and enhancing end-user support. Cultivates a robust network and expands customer base to foster empathetic relationships and contribute to overall success.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Success Manager
1to1 Help
09.2024 - Current
- Achieve revenue targets through effective portfolio management, timely billing, and ensuring contract renewals.
- Lead end-to-end customer engagement lifecycle, including onboarding, awareness, ongoing engagement, and renewals.
- Boost employee user registrations and increase content and counselling utilization through creative awareness and engagement campaigns.
- Identify opportunities for cross-sell and upsell of value-added solutions to enhance client impact.
- Conduct regular monthly, quarterly, and annual review meetings with stakeholders, presenting performance metrics, insights, and strategic recommendations.
- Foster strong relationships with client sponsors and senior leadership to deepen organizational alignment and trust.
- Promote internal knowledge sharing and best practices across teams for customer launch, adoption, and engagement.
- Contribute to broader strategic initiatives in alignment with organizational goals.
CASM
Adobe
01.2024 - 09.2024
- Responsible for sales Upselling, encourages customers to purchase a more expensive or upgraded product version, and focuses on increasing the sale's value by suggesting premium products.
- Expertise in cross-selling, suggesting related or complementary products to a customer, aim to provide an enhanced experience by offering additional value.
- Uprise the new arrivals' customers, explain the features to increase sales, and convince the customer to upgrade to enhance sales business.
Program Manager
Upgrad Education
01.2022 - 05.2023
- Customer Onboarding Specialist to provide essential support and guidance to new customers, helping them navigate the early stages of product usage.
- Review programs, augment customer satisfaction levels and Net Promoter Score (NPS), and recommend appropriate actions to improve customer experience and loyalty and achieve organizational goals.
- Strategically collaborate with internal teams such as sales, marketing, and product; external partners to ensure project alignment and effectiveness; align efforts to deliver seamless customer experience; and fulfill expectations.
- Guided and coached team members on productivity strategies to accomplish challenging goals through regular interaction with customers and clients to identify business requirements, answer queries, provide customized advice, troubleshoot issues, and ensure a smooth customer transition.
- Providing technical assistance for the ticketing software gives customers a more convenient and personalized support experience, which can lead to improved customer satisfaction and loyalty.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors; monitored project stakeholders regularly to assess progress and make necessary adjustments.
- Partner with subject matter experts to develop & implement mentoring programs to promote improved offerings.
- Foster teams to address project goals and objectives for multiple projects to ensure timely delivery with accuracy.
- Contributed to identifying and selecting vendors to manage processes for program initiatives on a timely basis.
- Evaluate programs and engage with cross-functional stakeholders to manage strategic initiatives and implementation.
- Ensure compliance with regulations and policies and manage budgets, resources, and timelines for successful delivery.
- Measure and communicate program outcomes and impact to stakeholders and strive to continuously improve projects to meet changing needs and expectations.
- Expertise in ticket management by responding based on priority, closing the tickets within ETA and providing FCR.
- Increased efficiency with a SaaS customer ticketing system, streamlined business and improved customer experience.
- Improve communication and collaboration, reducing costs by relying on the software to be up-to-date and secure.
Customer Success Manager
Jove
06.2020 - 01.2022
- Educating new customers and assisting with technical issues for customized implementation through the initial stages of using a product or service to have a positive first experience during the onboarding phase.
- Analyze customer data and feedback to improve the onboarding process and customer experience by creating and refining onboarding materials and strategies to enhance customer satisfaction and retention.
- Proficient in building strong customer relationships, serving as a single contact point to understand the requirements, objectives, goals, and challenges and provide appropriate solutions.
- Guide customers through the onboarding process, ensuring a smooth transition and successful implementation of products or services and improving customer satisfaction and retention by making the onboarding process efficient.
- Facilitate training & support to customers to ensure thorough understanding and effective product or service use.
- Drive customer engagement and adoption by proactively reaching out to customers, conducting regular check-ins, and promoting best practices in the industry.
- Ensure customer retention by monitoring customer health and satisfaction, identify and address any issues or concerns, and proactively take measures to retain customers and prevent churn.
- Identify opportunities to upsell or cross-sell additional products or services aligned with customer needs & objectives.
- Established employee performance goals and provided feedback on methods for reaching those milestones.
- Expertise in assigning the tickets to ensure the closure is within time and adhering to all the regulations; monitored metrics and developed actionable insights to improve efficiency and performance.
Program Advisor
Emeritus
09.2018 - 05.2020
- Explain the curriculum and the benefits of the courses and programs and ensure a positive outcome for all prospects.
- Assess and evaluate leads' emotional, behavioral, and learning aspects to gauge the program offerings that suit them.
- Pitch in educational courses and diploma programs to working professionals to increase enrolments.
- Cross-functional collaboration and coordination with departments like admissions, delivery and learning to build educational programs and get real-time feedback from the leads.
- Developed and maintained strong relationships with external partners to facilitate program operations.
Partner Support
LRN Technology & Contact Solution
11.2014 - 07.2017
- Work on the SaaS technology to assess customer needs, identify challenges or issues, and configure customised solutions for individual needs.
- Assist in achieving a satisfactory resolution to any issues or problems a customer may be experiencing and help with training manuals, help guides, and other support materials.
- Responding to tickets on Jira with cross-functional coordination and collaboration to deliver outstanding results within the stipulated time.
Sr. Customer Support Associate
Veldos
02.2014 - 10.2014
- Expertise in handling customers to resolve issues, improved operations and provided exceptional customer service.
- Proven ability to work under pressure and adapt to fast-paced environments and situations.
- Demonstrated leadership, leading teams in group projects, delegating tasks and providing appropriate feedback to enhance service.
Sr. Customer Support Associate
Ocwen Financial Solutions
02.2012 - 02.2014
- Enhancing business for a Mortgage company to maximize customer penetration through active utilization of prospecting, presentation, selling, closing, follow-up and account development skills.
- Gained a comprehensive understanding of the target audience/prospects for products and services, demonstrating strong organizational skills in managing multiple projects.
Sr. Customer Support Associate
3 Global Services
02.2008 - 01.2012
- Responsible for assisting associates in closing potential leads and helping in negotiation for mutual benefit.
- Instrumental in collaborating with teams to complete projects and achieve strong organizational objectives.
Education
B.SC - Science
Glocal University
01.2018
Skills
- Customer Relations Management
- Strategic Business Planning
- Partners & Stakeholder Management
- Onboarding & Implementation
- Costing & Budgeting
- Project Coordination
- Negotiating Contracts
- Performance Orientation
- Client Management
- Market Research & Analysis
- CRM - Jira/Salesforce/Hubspot
- Adaptability & Ability to Learn
- Leadership & Team Player
- Decision Making
- Analytical thinking
Certification
- Certified in Digital Marketing from Columbia Business School and Emeritus
- Leading organizations and change from MIT and Emeritus
Languages
English
Hindi
Marathi
Accolades
- Ocwen, Best Resolution Expert
- Globe Services, Best Sales Executive, 2009, 2010
Personal Information
Date of Birth: 10/30/87
Hobbies and Interests
- Cooking
- Reading
Business Impacting Results
- Upgrad, Increased CSAT from 30% to 70%, Reduced the operations cost from 25% to 9% in 3 quarters
- Jove, Increased retention rate to 80%
Timeline
Customer Success Manager
1to1 Help
09.2024 - Current
CASM
Adobe
01.2024 - 09.2024
Program Manager
Upgrad Education
01.2022 - 05.2023
Customer Success Manager
Jove
06.2020 - 01.2022
Program Advisor
Emeritus
09.2018 - 05.2020
Partner Support
LRN Technology & Contact Solution
11.2014 - 07.2017
Sr. Customer Support Associate
Veldos
02.2014 - 10.2014
Sr. Customer Support Associate
Ocwen Financial Solutions
02.2012 - 02.2014
Sr. Customer Support Associate
3 Global Services
02.2008 - 01.2012
B.SC - Science
Glocal University
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