Summary
Overview
Work History
Education
Skills
Websites
Personal Information
Languages
Timeline
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Mansi Saraswat

Bangalore

Summary

Customer Success Manager with 5 years of experience driving customer satisfaction, retention, and expansion in fast-paced environments. Proven track record of managing customer relationships, implementing strategies to improve customer engagement, and working cross-functionally to deliver exceptional service. Adept at leveraging data to identify customer needs and deliver tailored solutions. Authorized to work in the U.S. on an L2 visa with EAD (Employment Authorization Document).

Overview

5
5
years of professional experience

Work History

Customer Service Manager

Tech Mahindra
Bangalore
11.2023 - Current
  • Handles around 150-200 accounts of enterprise level from APAC region.
  • Develop and execute customer success plans, driving product adoption and value realization.
  • Conduct regular business reviews and strategic planning sessions with customers.
  • Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.

Customer Success Manager

Leadsquared
Bangalore
01.2021 - 06.2023
  • Manage a portfolio of 50+ enterprise-level accounts
  • Lead the successful implementation of a customer success strategy, resulting in a 30% reduction in customer churn within six months
  • Collaborate with cross-functional teams to develop and launch a customer onboarding program, resulting in a 25% increase in product adoption
  • Proactively address potential reasons for customer dissatisfaction
  • Identify opportunities to upsell additional products or services that align with the customer's needs
  • Develop and maintain customer success plans outlining goals, milestones, and action steps for achieving them.

Customer Success Analyst

Unacademy
Bangalore
02.2020 - 12.2020
  • Responsible for growing trials account into permanent accounts
  • Manage and monitor customer accounts, including contract renewals and upsell opportunities
  • Serve as a liaison between the customer and the support team, helping to resolve issues or concerns promptly
  • Share feedback with the product development team for improvements
  • Develop and execute strategies to ensure customer retention and reduce churn.

Sales Catalyst

ConvertCart
Bangalore
02.2019 - 01.2020
  • Facilitate the onboarding process for new customers, helping them get started with the product or service
  • Provide guidance on initial setup and configuration
  • Executed a comprehensive engagement and communication strategy that proactively maintains high customer satisfaction
  • Understand customers' business goals, challenges, and needs
  • Ensure that processes align with regulatory requirements and quality standards
  • Educate customers on the product's features and capabilities.

Education

Post Graduate Diploma in Management - Operations

MS Ramaiah Institute of Management
04.2019

Bachelor of Commerce -

Banasthali University
India
04.2017

Skills

  • Customer Success Management
  • Account Management
  • Customer Retention
  • Upselling
  • Customer Onboarding
  • Product Adoption
  • Customer Satisfaction
  • Complaint Resolution
  • Crisis Resolution

Websites

Personal Information

  • Date of Birth: 09/12/1996
  • Gender: Female

Languages

Hindi
First Language
English
Proficient (C2)
C2

Timeline

Customer Service Manager

Tech Mahindra
11.2023 - Current

Customer Success Manager

Leadsquared
01.2021 - 06.2023

Customer Success Analyst

Unacademy
02.2020 - 12.2020

Sales Catalyst

ConvertCart
02.2019 - 01.2020

Post Graduate Diploma in Management - Operations

MS Ramaiah Institute of Management

Bachelor of Commerce -

Banasthali University

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Mansi Saraswat