Purvasha Gupta
Greater Noida
Summary
With over 3+ years of experience in strategic account management and customer success, I excel in leveraging deep customer insights, delivering tailored solutions, and conducting data analysis to drive satisfaction and product adoption.
Overview
4
4
years of professional experience
Work History
Customer Success Manager
Xebo.ai (Previously known as Survey2connect)
Noida
02.2022 - Current
- Led a portfolio of 20+ strategic accounts, fostering relationships and successfully upselling services, contributing to a 10-20% increase in annual contract value
- Pioneered a customer engagement strategy, boosting product adoption rates by 35% through tailored workshops and training sessions
- Implemented data-driven success plans, achieving a 98% customer retention rate and a 15% reduction in churn within my account portfolio
- Spearheaded a cross-departmental team to address key customer issues, reducing resolution time by 40% and enhancing overall customer satisfaction scores
- Led quarterly business reviews with C-level executives across multiple key accounts, influencing the decision-making process and alignment of our services with their strategic goals
- Collaborated with customers to enhance NPS and CSAT rating metrics, improving overall feedback quality and product satisfaction
- Designed and executed advanced surveys on Xebo.ai for comprehensive market research projects
- Managed over 5 market research projects from start to finish, including designing questionnaires and collaborating with the field team to ensure seamless execution.
Associate Relationship Manager
HomeLane
Noida
01.2021 - 02.2022
- Successfully negotiated and closed 50+ deals, contributing ₹3.03CR to the business
- Spearheaded revenue efforts at the Ghaziabad studio, efficiently managing the sales pipeline and collaborating with Sales and Design teams to consistently achieve targets
- Achieved top Lead to Meeting and Meeting to Opportunity ratios, leading the Lead to OB ratio within the team
- Enhanced operational efficiency by monitoring key metrics and providing actionable insights
- Coordinated and led cross-functional teams to deliver complex implementations within timelines, achieving a 100% project success rate.
Education
MBA - Marketing
BIMTECH
Noida04.2020
B.A. Economics (Hons.) -
Amity School of Economics
Noida, UP04-2017
Skills
- Customer Relationship Management
- Value Selling
- Strategic Account Management
- Change Management
- Data Analysis
- Project Management
- Dashboard Creation
- Survey Creation
- Training programs
- Revenue Growth
Accomplishments
- Exceeded Annual Sales Targets - Played a crucial role in driving revenue growth, consistently achieving sales targets for eight consecutive months at HomeLane.
- Product Quality Enhancement - Conducted comprehensive testing of revamped product, and closely collaborated with product development team to align enhancements by offering detailed feedback that drove significant feature improvements
- High Customer Retention Rate - Led strategies that achieved a customer retention rate of 98% and significantly reduced churn.
Projects
Nielsen Pvt Ltd.
Understanding the consumer perception for 2020 series to be launched in India by GWM Motors
Delhivery
Conducted market research for analysis and customized MIS. Addressed gaps in existing MIS using Salesforce as a CRM tool
Timeline
Customer Success Manager
Xebo.ai (Previously known as Survey2connect)
02.2022 - Current
Associate Relationship Manager
HomeLane
01.2021 - 02.2022
MBA - Marketing
BIMTECH
B.A. Economics (Hons.) -
Amity School of Economics
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