Priyanka Teresa
Cuttack
Summary
Results-driven professional with 5 years of experience in the SaaS industry, specializing in healthcare and human capital management. Skilled in managing large client accounts across India and the UAE, with expertise in project management, escalation handling, client retention, and upselling. Proven experience in co-ordination with cross-functional teams to ensure seamless project transitions and deliver exceptional customer satisfaction.
Overview
6
6
years of professional experience
Work History
Team Lead - Customer Success
Greytip Software Private Limited
Bengaluru
08.2024 - Current
- Led a team of 8, overseeing daily operations, developing KPIs, and driving performance improvements to achieve project goals efficiently.
- Managed high-MRR client accounts, resolving escalations, delivering tailored solutions, and ensuring client satisfaction and retention.
- Conducted training sessions, created SOPs, and utilized CRM tools (SuiteCRM, Custify) to enhance team effectiveness, and maintain an expanding, satisfied client base.
Senior Customer Success Executive
Greytip Software Private Limited
Bengaluru
05.2023 - 08.2024
- Identified upselling and cross-selling opportunities, contributing to revenue growth.
- Collaborated with cross-functional teams to align strategies and create project roadmaps.
- Mentored junior team members and ensured adherence to performance metrics.
- Proactively mitigated risks and optimized customer experience.
Customer Success Executive
Greytip Software Private Limited
Bengaluru
11.2020 - 06.2023
- Supported onboarding and engagement for new and existing clients, ensuring smooth adoption via Zendesk and Freshdesk tools.
- Conducted product training, resolved client issues, and influenced product enhancements through feedback.
- Reactivated dormant clients, and achieved consistent retention goals.
Product Support Specialist
Practo
Bengaluru
01.2019 - 10.2020
- Coordinated with the Product team to develop the product backlog to address customer pain points identified during customer use. Interactions via tickets on Freshdesk and Salesforce.
- I undertook on-the-job training of new team members and designed a process for quick deployment, reducing the turnaround time to one week from two weeks.
- Drove the onboarding process for new doctor profiles for listing on the platform.
- Identified opportunities for process automation using the tool, JIRA.
Education
Bachelor of Arts - BA - English Language and Literature, General
Utkal University
01.2018
Postgraduate Diploma Degree - Computer Application
Pentasys
07.2017
+2 - Arts
Utkal University
01.2015
ICSE
Cambridge School
Cuttack05-2013
Skills
- Customer relationship building
- Training programs
- Customer retention
- Cross-functional coordination
- Customer onboarding
- Upsell
- Effective communication
- Process improvement
Timeline
Team Lead - Customer Success
Greytip Software Private Limited
08.2024 - Current
Senior Customer Success Executive
Greytip Software Private Limited
05.2023 - 08.2024
Customer Success Executive
Greytip Software Private Limited
11.2020 - 06.2023
Product Support Specialist
Practo
01.2019 - 10.2020
Bachelor of Arts - BA - English Language and Literature, General
Utkal University
Postgraduate Diploma Degree - Computer Application
Pentasys
+2 - Arts
Utkal University
ICSE
Cambridge School
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