Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic
Namrata Roy

Namrata Roy

Manager - Customer Success

Summary

A competent professional with rich experience spanning over 7+ years and deep understanding of Client Relationship Management, Customer Success, Account Management and Project Coordination across IT/ITES and BFSI sectors. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

9
9
years of professional experience
3
3
Certifications

Work History

Manager - Customer Success

Apisero Inc
11.2022 - Current
  • Promote retention of customers and enrich customer's experience in North America geography
  • Work closely with the client partners (sales) to ensure smooth customer onboarding and manage important timelines of the customers
  • Assist in resource planning by getting right skilled developers for the project, liaise with the Resource Management team on resource demand and supply based on the specific project requirements
  • Conduct and manage monthly steering committee sessions and identify necessary activities to address next steps or concerns to keep the project moving forward successfully
  • Conduct a smooth escalation management process and work towards a successful resolution in conjunction with the delivery team
  • Participate in client introduction, kick off, and discovery calls and understand the larger goals, objectives and use cases
  • Work closely with the client partners (sales) to seamlessly transition the project into implementation
  • Manage the relationship with the delivery team and other internal/external project stakeholders
  • Participate in calls with MuleSoft AEs to update them on the project progress and make them aware of any issues and take stock of the tickets raised by the client
  • Update the internal CRM and heatmap files by tracking and closing outstanding tasks associated with the client accounts
  • Reports to the Sales and Customer Success leadership on the project progress
  • Inform client of any changes to the project team and preserve relationships and build credibility
  • Weekly check-into with the strategic clients to monitor the overall health of the project, identify churn risks and identify opportunities for upsell and cross sell.
  • Developed and implemented business strategies to achieve business goals and stay competitive.
  • Accomplished multiple tasks within established timeframes.
  • Developed detailed plans based on broad guidance and direction.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.


Manager - Customer Success

ECS ME LLC
11.2021 - 10.2022
  • POC for oracle database services to UAE based client
  • Project Management - Initiate and lead kick-off calls with client and SME, handle end to end projects on DB and EBS upgradation, migration of environments, Flexcube middleware requirements
  • Ensure client and project requirements are being met with the highest quality and accuracy through verifying and communicating routinely with both the client and internal stakeholders
  • Create BRDs, SOWs, Proposal along with SMEs and interact with various teams to implement enhancements, renewals, new onboardings
  • Track and report project KPIs, analyse project health and manage risks that come up during project execution
  • Liase with internal team to confirm on the ETD of Projects, timely execution and conclusion of the project
  • Share monthly task with consultants and share timely utilisation reports with clients
  • Organise quarterly DR Drill , health-checks of DB for mapped clients
  • Staffing Engagement - Share relevant profiles to client, schedule interviews and handle onboarding process.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Accomplished multiple tasks within established timeframes.
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
  • Managed and motivated employees to be productive and engaged in work.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Established team priorities, maintained schedules and monitored performance.
  • Developed detailed plans based on broad guidance and direction.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Client Service Executive

Equifax India
09.2019 - 10.2021
  • Priority Client Management with customer satisfaction as top priority for all clients based out of Hyderabad
  • Key account management of the top clients in AP, Telangana with gross revenue contribution of INR ~5CR annually
  • Build relationship with client accounts to get repeat business and cross-sell new product offerings
  • Help key stakeholders and client C-level team understand the value they are receiving from Equifax
  • Promote new feature adoption to enhance client satisfaction and program performance
  • Coordinate with Cross-functional teams - Technology, Product, Data Operations, Data Analytics & others to ensure quick resolution of all Service Requests within stipulated TAT
  • Assist sales team to help define opportunities and close large opportunities with the right solutions and mapping key value propositions to meet the commercial aspects of the product
  • Ensure customer satisfaction by pitching right solution, showing and explaining value of products
  • Gathering critical information from meetings with various stakeholders and producing useful reports
  • Prepare information deck by liaising with various stakeholders and conduct business reviews (Monthly/Quarterly) with Senior Leadership Team
  • Handle escalated and supervisor level communications from customers and consumers
  • Act as a bridge between Accounts Receivables, finance and customers, ensuring a smooth and transparent financial integration
  • Prepare training material and conduct regular training on different products related to credit reports.
  • Developed and maintained existing client relationship and developed new client relationships.
  • Priced services correctly and directed development of client-customized solutions.
  • Executed and devised business development strategies to attract and acquire new clients using cold-calling and networking.


Deputy Manager

ICICI BANK
02.2015 - 08.2019
  • Ensure smooth running of Trade Finance related transactions and General Banking Operations
  • Generate leads from mapped clients through referrals and cross sell products with them, on boarding clients for TOL (Online Trade)
  • Maintain a high level of client satisfaction for the customers and explore new profitable business opportunities /relationships for the bank
  • Process trade related transactions in accordance with rules and guidance as commissioned by ICC/UCP
  • Handle account servicing for corporate and retails current accounts: transaction processing, Corporate Internet Banking, FD, Third party FD, FD/OD
  • Document Management: Maintenance of Clients operation documents by coordinating with various vendor parties
  • PO & Invoice management
  • Ensure Customer Satisfaction by solving their queries within fixed TAT
  • Issuance of DC/ LC(inland and foreign), outward and Inward remittance transaction, processing of Bank Guarantee
  • Lodgment of inland and import bill under LC/under collections, realization payment of bills on due date
  • Scrutiny of bills presented under LC.

Education

Post Graduate Diploma in Banking -

ICICI Manipal Academy- Manipal University
01.2014 - 2015.01

B.Tech - Computer Science Engineering

JIS College of Engineering - West Bengal University of Technology
01.2009 - 2013.01

Skills

Customer success , Client Retention, Upsell and Cross sell, Key Account Management, Client Account Relationship, B2B, Software As A Service, Customer Onboarding, Customer Satisfaction(CSAT),Renewals, Strategic Customer,C-level, Escalation Management, Business Review

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Certification

Salesforce Certified Associate

Accomplishments

Major Achievement : Apisero Inc

Received Frijay the most prestigious award in Apisero along with ApiHana, Ace Recognition Award from Delivery Lead and Sales Team for execution of project successfully.


Major Accomplishment: Equifax India

Winner of “The New Product Idea” – a pan India contest, the idea being “Fraudulent insights on Commercial and Consumer Report”

Timeline

Manager - Customer Success

Apisero Inc
11.2022 - Current

Manager - Customer Success

ECS ME LLC
11.2021 - 10.2022

Client Service Executive

Equifax India
09.2019 - 10.2021

Deputy Manager

ICICI BANK
02.2015 - 08.2019

Post Graduate Diploma in Banking -

ICICI Manipal Academy- Manipal University
01.2014 - 2015.01

B.Tech - Computer Science Engineering

JIS College of Engineering - West Bengal University of Technology
01.2009 - 2013.01

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Namrata RoyManager - Customer Success