Nitin Raj
Success Manager @ ZapScale.Inc
Gurugram
Summary
Dedicated Customer Success Associate with expertise in customer engagement, strategic communication, and analytical problem-solving. Skilled in driving customer retention, managing client portfolios, and utilizing data-driven insights to deliver tailored solutions and foster long-term relationships. Proficient in MS Excel and experienced in handling escalations, focusing on implementing customer-centric strategies to achieve sustainable growth and enhance overall client satisfaction in SaaS environments.
Overview
6
6
years of professional experience
6
6
Certifications
Work History
Customer Success Associate
ZapScale Private Limited
01.2024 - Current
- Led the end-to-end customer lifecycle for a portfolio of 40 enterprise clients
- Created and executed success plans, driving adoption and value through check-ins, training, and proactive support
- Proactively analyzed customer health scores in CRM and took corrective actions to prevent churn
- Handled customer escalations, ensuring timely issue resolution and maintaining high satisfaction
- Identified upselling and cross-selling opportunities, contributing to increase in revenue within managed accounts
- Collaborated with the development team on live channels to deliver prompt, accurate issue resolution
- Proficient in tools such as HubSpot, Linear, Jira, Slack, Salesforce, and other CRM and collaboration platforms
Personal Banker - Deputy Manager
HDFC Bank Limited
05.2022 - 01.2024
- Assisted customers with account activities, including deposits, withdrawals, and financial transactions
- Managed High Net Worth Portfolios to drive revenue
- Provided comprehensive insights into clients' financial health and future prospects
- Gathered and ensured accuracy of financial data
- Assisted clients with financial projections
- Supported loan applications by developing advance financial models
- Ensured compliance with AML and KYC standards
- Proficient in CRM, MS Excel, Oracle, LOS, LAG, and Tableau
- Offered investment and insurance solutions aligned with clients' risk appetite and cross-sold investment products
Process Associate - Customer Service Associate
Fidelity Information Services
07.2019 - 09.2020
- Identified opportunities for process improvements
- Managed high volumes of inquiries and resolved issues efficiently
- Maintained product knowledge to provide accurate information
- Demonstrated strong problem-solving skills, effective communication, attention to detail, and team management
Education
MBA - Marketing & Finance
Chitkara University
07.2020 - 06.2022
Bachelor of Business Administration -
HNBGU
Srinagar, Uttarakhand 07.2016 - 06.2019
Senior Secondary Commerce -
BSEB
04.2015 - 02.2016
Secondary School Examination -
St. Karen's (ICSE)
04.2012 - 02.2013
Skills
Microsoft Excel
Microsoft Word
Microsoft PowerPoint
Power BI
ERP
CRM
Oracle
Bloomberg
HubSpot
Jira
Salesforce
Fresh Desk
Slack
Financial modelling
valuations
IRR
NPV assessments
Equity research
Project management
Financial Analysis
Strategic Communication
Team Management
Problem-solving
Customer relations
Certification
Financial Modelling and Valuations (Investment Banking), The Wallstreet School, Delhi, 12/23, Performed company valuations, IRR calculations, NPV assessments, DCF and relative valuations. Built fully-integrated financial statements projection models including ability to run sensitivities within models.
Internshipsandtraining
- Union Bank of India, Finance/Digital Marketing, Revenue generation, team management, product marketing
- The Outlook Group, Sales & Marketing, Worked on live projects, customer acquisition, business development
- The 500 MBA Club, Marketing, Client support service, marketing, data handling using Ms-Excel and Canva
Timeline
Customer Success Associate
ZapScale Private Limited
01.2024 - Current
Personal Banker - Deputy Manager
HDFC Bank Limited
05.2022 - 01.2024
MBA - Marketing & Finance
Chitkara University
07.2020 - 06.2022
Process Associate - Customer Service Associate
Fidelity Information Services
07.2019 - 09.2020
Bachelor of Business Administration -
HNBGU
07.2016 - 06.2019
Senior Secondary Commerce -
BSEB
04.2015 - 02.2016
Secondary School Examination -
St. Karen's (ICSE)
04.2012 - 02.2013