MAMTA BHATIA
Client Success Manager
MUMBAI
Summary
Customer Relationship & Customer Experience professional with 12 years of experience across multiple industries including real estate, banking, IT, and energy. Proven expertise in driving customer satisfaction, managing feedback systems, tracking Net Promoter Score (NPS), and improving service delivery through data-driven insights. Skilled in resolving customer issues, enhancing retention, and collaborating cross-functionally to deliver seamless customer experiences.
Overview
14
14
years of professional experience
4
4
Languages
Work History
Client Success Manager
Housivity.com
09.2025 - Current
- Lead a cross-functional team to improve customer experience across the sales and service lifecycle.
- Monitor customer feedback and identify trends to recommend process improvements.
- Act as the primary escalation point for customer issues, ensuring timely resolution and high satisfaction levels.
- Collaborate with marketing and operations teams to improve lead quality and customer journey.
- Standardize client communication processes to enhance service consistency.
Relationship Manager
Pozitive Energy
07.2024 - 06.2025
- Managed a portfolio of 1,500+ clients, ensuring high levels of satisfaction and retention.
- Tracked and maintained a strong NPS score of 85%, identifying key drivers of customer loyalty.
- Resolved customer complaints related to billing, renewals, and services in line with compliance standards.
- Analysed customer feedback to identify improvement areas and reduce churn.
- Coordinated with internal teams and external partners to ensure seamless issue resolution.
Customer Experience Executive
Concentrix (Canada)
01.2023 - 08.2023
- Managed customer interactions with a focus on satisfaction, retention, and service quality.
- Utilized Salesforce CRM to track customer interactions, feedback, and performance metrics.
- Supported customer engagement initiatives through structured communication and follow-ups.
- Contributed to improving conversion rates (55%) through consultative engagement and customer understanding.
Client Success Executive / Account Manager
Tata Consultancy Services (TCS)
12.2017 - 10.2022
- Managed 500+ global client accounts, ensuring consistent service quality and customer satisfaction.
- Acted as liaison between customers and internal teams to resolve service issues efficiently.
- Collected and analysed customer feedback to improve service delivery processes.
- Supported reporting on customer performance metrics and service outcomes.
- Contributed to process improvements that enhanced customer experience and retention.
Senior Operational Specialist
J.P. Morgan & Chase
03.2016 - 06.2017
- Handled high-value customer accounts with a focus on issue resolution and service recovery.
- Maintained a NPS score of 90% by delivering consistent customer-centric solutions.
- Ensured compliance with internal policies and regulatory requirements in handling customer cases.
Customer Experience Manager
Lakmé Lever
07.2015 - 12.2015
- Managed end-to-end customer experience, ensuring high satisfaction and repeat business.
- Addressed customer complaints and implemented service improvements.
Salon Manager
Enrich Hair & Skin Solutions
05.2012 - 06.2015
- Oversaw customer service operations, staff performance, and service quality.
- Improved customer retention through personalized service and feedback tracking.
Education
Bachelor of Commerce -
Northeast Frontier Technical University
01-2018
Skills
Salesforce CRM (Advanced)
MS Excel (Intermediate – Reporting & Analysis)
CORE COMPETENCIES
- Customer Satisfaction & Experience Management
- Net Promoter Score (NPS) Tracking & Analysis
- Customer Feedback & Survey Administration
- Complaint Resolution & Service Recovery
- Process Improvement & Operational Efficiency
- Reporting & Data Analysis
- Cross-Functional Collaboration
- CRM Tools (Salesforce) & Data Management
Timeline
Client Success Manager
Housivity.com
09.2025 - Current
Relationship Manager
Pozitive Energy
07.2024 - 06.2025
Customer Experience Executive
Concentrix (Canada)
01.2023 - 08.2023
Client Success Executive / Account Manager
Tata Consultancy Services (TCS)
12.2017 - 10.2022
Senior Operational Specialist
J.P. Morgan & Chase
03.2016 - 06.2017
Customer Experience Manager
Lakmé Lever
07.2015 - 12.2015
Salon Manager
Enrich Hair & Skin Solutions
05.2012 - 06.2015
Bachelor of Commerce -
Northeast Frontier Technical University