Mousumi Banerjee
Mumbai
Summary
Accomplished Project Head known for delivering complex projects on time and within budget. Enhanced operational efficiency through proactive risk management and resource allocation, consistently meeting quality standards and client expectations.
Results-driven professional with extensive experience in cross-functional collaboration and client relationship management. Leveraged strong negotiation skills to drive a 20% revenue increase, while managing high-value projects with a focus on customer satisfaction and retention.
Results-driven Customer Success Manager with proven expertise in HNI client relationship management, project lifecycle oversight, and customer satisfaction strategies. Consistently achieved high retention rates and revenue growth through strategic relationship-building and cross-functional collaboration.
Overview
9
9
years of professional experience
Work History
01-1901
01-1901
01-1901, 01-1901
10.2024 - Current
01-1901
Relationship Manager
NoBroker Technology Solutions Pvt. Ltd
Bangalore
06.2023 - 09.2024
- Developed and executed business development strategies, leading to a 20% increase in the client base and a 15% revenue boost through upselling and cross-selling opportunities.
- Enhanced client satisfaction and retention by implementing customer feedback mechanisms, streamlining onboarding, and proactively resolving complex financial and operational issues.
- Leveraged CRM and sales intelligence software to improve client data accuracy and client servicing, while streamlining internal processes to reduce response time by 30%.
- Successfully negotiated client agreements and managed high-risk accounts, minimizing overhead losses and preserving relationships resulting in near-perfect client retention.
- Fostered long-term client loyalty through regular, strategic meetings and by standardizing best practices to maximize sales opportunities.
Client Relationship Manager
Cuemath technology solutions Pvt. Ltd
Bangalore
01.2022 - 01.2023
- Collaborated with internal and client stakeholders to develop and execute strategies resulting in a 25% increase in revenue through upselling and cross-selling, and a 50% expansion of the client base.
- Achieved 100% client retention by analyzing feedback, implementing improvements, and proactively resolving issues, leading to long-term partnerships and higher client satisfaction.
- Negotiated and managed key contracts representing 20% of clients but driving 80% of revenue, consistently meeting quality standards and fostering strong cross-functional relationships.
- Led training initiatives that improved team performance, leading to a 40% increase in client retention and a 60% rise in Customer Lifetime Value (CLV).
- Maximized growth opportunities by leveraging technology to monitor accounts, identifying upselling potential, and enhancing client NPS through regular engagement and superior service.
Client Relationship Manager
Mastree by Unacademy
Bangalore
11.2021 - 01.2022
- Swiftly addressed client pain points, resolving issues efficiently to minimize operational impact and enhance customer satisfaction (NPS) to 95%.
- Increased client retention close to 100% by analyzing feedback, implementing strategic improvements, and securing profitable contracts, contributing to long-term revenue growth.
- Collaborated with cross-functional teams to create tailored solutions that met unique client needs, driving business growth and expanding revenue opportunities.
- Independently managed client complaints with innovative problem-solving techniques, boosting the client's value proposition and maintaining high satisfaction.
- Worked across departments to develop cohesive strategies, ensuring alignment with company goals, reducing client issues and comprehensive client satisfaction.
Client Service Executive
Cox and Kings Limited
Bangalore
05.2017 - 07.2017
- Maintained accurate client records in CRM systems, ensuring precise tracking and reporting.
- Facilitated seamless client onboarding, ensuring smooth transitions and clear understanding of service offerings that resulted in meeting 100% of client objectives.
- Proactively monitored client accounts, addressing issues before they caused service disruptions that resulted in 90% client retention and 30% increase in revenue per account.
- Collaborated with internal teams to deliver custom solutions aligned with client needs and expectations enhancing organizational value proposition resulting in 15% conversion rates.
- Analyzed client feedback to drive service enhancements, build new offering strategies and presented findings to senior management.
Education
Master of Business Administration - Businesses Management
NMIMS
MumbaiBachelor of Arts - Travel and Tourism Management
Jyoti Nivas Autonomous College
BangaloreHSC - Arts
Bidhan Chandra Institution
DurgapurSkills
- Project Lifecycle Management
- HNI Client Relationship Management
- Customer Onboarding & Training
- Cross-Functional Team Collaboration
- CRM Tools & Documentation
- Customer Success Strategy
- Escalation & Crisis Management
- Contract Renewal & Negotiation
- Business Reviews & Client Check-Ins
- Design-to-Delivery Coordination
- Feedback Analysis & Process Improvement
- Communication & Stakeholder Management
- Problem-Solving & Decision-Making
- Customer Retention & Satisfaction
Languages
English
Proficient
C2
Hindi
Proficient
C2
Bengali
Proficient
C2
Marathi
Proficient
C2
Timeline
01-1901
01-1901
10.2024 - Current
Relationship Manager
NoBroker Technology Solutions Pvt. Ltd
06.2023 - 09.2024
Client Relationship Manager
Cuemath technology solutions Pvt. Ltd
01.2022 - 01.2023
Client Relationship Manager
Mastree by Unacademy
11.2021 - 01.2022
Client Service Executive
Cox and Kings Limited
05.2017 - 07.2017
Master of Business Administration - Businesses Management
NMIMS
Bachelor of Arts - Travel and Tourism Management
Jyoti Nivas Autonomous College
HSC - Arts
Bidhan Chandra Institution