Payel Saha
Bengaluru
Summary
- Results-driven professional with 5+ years in customer onboarding, success, and customer-facing roles. Expertise in developing comprehensive strategies for customer satisfaction and product adoption. Seeking to leverage experience to drive success.
- Experienced in cross-functional collaboration and fostering customer relationships for exceptional onboarding aligned with organizational goals.
- . Managed projects from start to finish indulging in resource management, cost management, and building timelines. Handled a team of more than 20 Customer Success Associates and Product Experts to ensure seamless onboarding of the customers.
- Effectively communicated between senior management and the construction team to identify and resolve project issues and mitigate project risk.
- Contributed to customer success management process: Team of 100 product specialists and Customer Success Executives.
Overview
6
6
years of professional experience
Work History
Manager
Think and Learn Private Ltd - Aakash BYJU'S
Bengaluru
07.2020 - Current
- Implemented project Customer life-cycle management processes to ensure project requirements were documented and tracked throughout the project
- Collaborated for Process design and managed project timelines, resources, and execution.
- Deployed quality control measures that improved project performance by 30%.
- Developed and executed a comprehensive customer onboarding strategy aligned with organization's vision and goals, resulting in a 20% increase in customer satisfaction.
- Analyzed customer needs and preferences to create tailored onboarding journeys for diverse customer segments, leading to a 15% improvement in product adoption rates.
- Developed a comprehensive risk management strategy that reduced operational losses and churn rates and resulted in successful retention by 40%.
- Collaborated with Sales, Account Managers, Customer Success, and Product teams to align onboarding strategies with customer expectations and product capabilities, ensuring seamless customer experiences.
Assistant Manager
Think and Learn Pvt Ltd.( Aakash BYJU'S Digital)
Bengaluru
06.2019 - 06.2020
- Created reports and documents as requested by the senior management i.e General Manager and Vice President
- Analyzed customer behavior and engagement data to identify trends, potential risks, and areas for improvement
- Developed a comprehensive customer service system that enabled timely follow-up methods based on the Daily Active User ( DAU) & Monthly active user ( MAU).
- Reconciled accounts regularly to ensure accuracy and identified and resolved discrepancies in a timely manner.
- Collaborated with cross-functional teams to ensure accurate and timely service and tech help.
- Analyzed customer data to uncover trends and insights, resulting in improved customer service and product development
- Established and managed relationships with clients, resulting in a 7.5 NPS(Net Promoter Score)
- Developed customer segmentation models to target the right customer with the right pitch and and retention tool , resulting in 40% retention
- Overseen hiring , training of Accounts managers ( Customer Success)
Product Expert
Think and Private Ltd - BYJU'S
Bengaluru
06.2017 - 05.2019
- On-boarded the new students and guide them about the application; motivated students to utilize the learning app in order to improve product engagement
- Collaborated with the product training team to ensure product features met customer needs, resulting in an 80% increase in customer satisfaction and product engagement.
- Managed the Customer life-cycle, resulting in an average of 11% retention on the month on month basis
- Maintained an average of 87% First Call Resolution month on month basis.
- Encouraged students to attend AITS (All India Test Series) conducted by BYJU'S for competitive exam preparation and overall development
- Maintain CRM hygiene for clients for easy backtracking and reporting.
- Handling regional escalation from the member end (technical and non-technical) and getting that solved within SLA via calls and emails.
- Coordinated with internal and external stakeholders to ensure smooth handover of customers from the sales team to the onboarding team, ensuring a seamless customer transition.
Education
B.Tech - Electronics And Communication
Bengal College of Engineering
BengaluruSkills
Interpersonal Communication
undefinedAccomplishments
- Awarded as Performer of the month 8 times.
- Rewarded with incentives every month in recognition of excellent performance.
Timeline
Manager
Think and Learn Private Ltd - Aakash BYJU'S
07.2020 - Current
Assistant Manager
Think and Learn Pvt Ltd.( Aakash BYJU'S Digital)
06.2019 - 06.2020
Product Expert
Think and Private Ltd - BYJU'S
06.2017 - 05.2019
B.Tech - Electronics And Communication
Bengal College of Engineering
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