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
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
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