Paromita Dey
Pune
Summary
Customer Success–driven Product Engineer with over six years of experience enabling business transformation through a strong mix of stakeholder engagement, product delivery, and client relationship management. Currently at EVERSANA, I lead end-to-end customer success initiatives by aligning product features with client goals, accelerating adoption, and ensuring ongoing value realization across global pharma accounts. Skilled in conducting requirement walkthroughs, delivering UAT demos, and facilitating post-Go Live support to maximize customer satisfaction and retention. Adept at collaborating with cross-functional teams to resolve incidents, implement scalable solutions, and continuously optimize the customer journey. Recognized for building trust-based partnerships, driving measurable impact, and being a proactive voice of the customer within agile product teams.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Product Engineer
Eversana
Pune
07.2023 - Current
- Spearheaded customer success strategies by aligning product features with client business goals, leading to higher satisfaction, reduced churn, and smoother post-Go Live transitions.
- Served as the primary client liaison for global pharma leaders (Teva, Allergan, Takeda, Shionogi, Menarini), ensuring transparent communication, on-time delivery, and consistent SLA adherence.
- Led requirement walkthroughs, UAT sessions, and client training, streamlining onboarding, and accelerating user adoption across enterprise teams.
- Collaborated with cross-functional teams (Product, QA, Development, Data, and Insights) to troubleshoot issues, prioritize product enhancements, and deliver value-added solutions tailored to client needs.
- Delivered actionable business insights via impact assessments and data validation, empowering clients to make informed decisions, and improving the end-to-end customer experience.
Senior System Analyst
Compucom
Pune, Maharashtra
10.2021 - 01.2023
- Drove customer success outcomes by leading quality assurance initiatives across multiple campaigns, ensuring 100% compliance with client SLAs and service expectations
- Translated complex business issues into actionable insights, enabling smarter service decisions and directly improving client satisfaction scores
- Acted as a trusted advisor to clients by gathering feedback, identifying gaps, and recommending process improvements aligned with customer needs
- Conducted targeted coaching, refresher trainings, and call calibrations to elevate frontline performance and enhance the customer interaction experience
- Delivered Monthly Business Review (MBR) presentations with root cause analysis and success metrics, contributing to strategic alignment and long-term client retention
Customer Service Associate
Amazon
Pune, Maharashtra
01.2017 - 10.2017
- Delivered personalized, high-quality support across email, chat, and phone channels, ensuring swift resolution and long-term customer satisfaction
- Actively monitored customer behavior and feedback to identify patterns, pain points, and opportunities for improving the overall service experience
- Collaborated cross-functionally with logistics and internal teams to resolve delivery challenges, reinforcing trust and ensuring a seamless customer journey
- Managed refunds, replacements, and escalations with empathy and precision, consistently upholding Amazon’s customer-obsessed values
- Served as a customer advocate, relaying valuable insights to internal teams and influencing process enhancements that boosted customer retention and loyalty
Education
Bachelor of Commerce - Banking And Finance
Savitribai Phule Pune University
Pune, Maharashtra05-2019
Skills
- Customer Success Management
- Stakeholder communication and relationship building
- Agile Methodology (Scrum)
- Business Analysis and Requirement Gathering
- Product Lifecycle and Delivery Management
- Data Validation and Impact Analysis
- Quality Assurance and Process Optimization
- Cross-functional collaboration
- UAT Demos and Client Onboarding
- ETL Processes and JIRA Management
Certification
- Certified Scrum Master (CSM) — committed to continuous improvement and agile excellence
- MCAL Certified Business Analyst-Trained and Certified Business Analyst
- Selected member of Neurodiversity & LGBTQ&A Affinity Groups and FUN SPOC at CompuCom
Timeline
Senior Product Engineer
Eversana
07.2023 - Current
Senior System Analyst
Compucom
10.2021 - 01.2023
Customer Service Associate
Amazon
01.2017 - 10.2017
Bachelor of Commerce - Banking And Finance
Savitribai Phule Pune University
Similar Profiles
Danielle LockhartDanielle Lockhart
SUPERVISOR, PROGRAM MANAGEMENT at EVERSANASUPERVISOR, PROGRAM MANAGEMENT at EVERSANA
Suzanne KrystaszekSuzanne Krystaszek
Case Manager at EversanaCase Manager at Eversana
Priyanka ChavanPriyanka Chavan
Senior Analyst at EversanaSenior Analyst at Eversana