Samrat Kanti Ghosh
Delhi
Summary
Accomplished industry leader offering many years of management expertise including staff training and development, performance evaluation, and continuous improvement. Focused and efficient with proficiency in financial reporting and budget adherence. Demonstrated success in evaluating P&L to achieve targets.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Director of Customer Success
Mihup
Kolkata
06.2023 - 02.2024
- Leading, expanding, and mentoring the Customer Success teams by setting the strategy and prioritizing, hiring, training, and developing a world-class team
- Driving customer lifetime value by defining the customer journey; deploying programs and training to help drive business value with customers, customer goal achievement, new features, and new use cases; collaborating across teams to identify and pursue customer growth opportunities
- Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
- Manage and nurture executive relationships with customers, including management of executive-level escalations
- Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization
- Partnering very closely with our sales teams to engage with leaders at prospective customers and existing customers to define goals and leverage our products and services to achieve them
- Expand our revenue in accounts through new sales and up-sell opportunities
- Reduce churn and drive new business growth through greater advocacy and referrals.
Customer Success Manager
Humantic AI
Remote
11.2021 - 09.2022
- Facilitate the success of the largest, most strategic customers to drive customer satisfaction through a deep understanding of customer needs
- Collaborate with customers on Success Plans to gain a deeper understanding of their business and talent objectives, challenges, and needs, and propose best practices to achieve their desired outcomes and optimal usage
- Initiate and provide best practice guidance on Change Management with customers to accelerate their adoption and time to the maximum value with Humantic AI and overcome obstacles to adoption
- Serve as the trusted partner on all aspects of technical hiring processes and best practices
- Serve as the voice of the customer to Humantic AI, and the voice of Humantic AI with our customers
- Advocation and Collaboration on behalf of customers working cross-functionally with sales and technical teams to deliver on customer needs
- Empower customers to be able to achieve their goals through our offering while increasing usage and adoption
- Partner with the account team - sales, services, support, and marketing to design and execute an optimal account plan for each customer
- Serve as a mentor and lead by example, enabling and empowering your peers in the org on strategic learnings, industry insights, and operational efficiencies.
Lead- Client Servicing
Goodera
06.2021 - 10.2021
- Establish clear retention goals and process milestones for the client to work towards
- Assist customers as needed with setting up & achieving their Volunteering goals
- Experienced in promoting the value of a product and upselling services through customer experience
- Assist in creating training materials
- Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
- Promote an energetic fan base for products and locate brand ambassadors to share the product & benefits and value
- Maintain a detailed understanding of products and services, assist customers with questions, and suggest the best solution for their needs
- Optimize existing processes within the company and actively enhance all Customer Success initiatives.
Client Success Manager
Computer Solutions East, Inc.
Bengaluru
02.2021 - 05.2021
- Manage an enterprise book of customers, responsible for revenue retention & growth
- Prepare, implement and execute Strategic Account plans and update on a quarterly basis
- Establish a trusted relationship with each customer and drive continuous engagement, adoption, and value of our products
- Proactively identify and lead CSM process improvements
- Collaborating with internal teams on the customers' behalf
- Coordinate with the sales team to identify expansion opportunities
- Work with the marketing team to support voice of customer opportunities
- Work with leadership and cross-functional teams to drive customer success strategy ongoing.
Senior Manager-Sales and Customer Success (Contract)
Nexgen IOT Solutions
Gurugram
09.2020 - 01.2021
- Produce new revenue by researching and analyzing potential prospects and sales options
- Develop relationships with prospects and recommend solutions to improve their production through the use of your products
- New leads may be generated through canvassing, cold calling, partner relationships, and customer referrals
- Meet sales revenue targets
- Develop, implement, and maintain sales activities and plans
- Build and maintain long-term relationships with current clients and their management teams by providing information, guidance, and support; recommending service and profit improvements; and recommending new opportunities
- Lead and coordinate contract negotiations for a successful close
- Prepare reports by analyzing and summarizing information
- Mentor team members and teach improved processes in order to enhance staff accomplishments.
Senior Manager- Global Consulting(Contract)
Live Labs
Gurgaon
05.2020 - 09.2020
- Produce new revenue by researching and analyzing potential prospects and sales options
- Develop relationships with prospects and recommend solutions to improve their production
- Meet sales revenue targets
- Develop, implement, and maintain sales activities and plans
- Build and maintain long-term relationships with current clients and their management teams by providing information, guidance, and support; recommending service and profit improvements; and recommending new opportunities
- Lead and coordinate contract negotiations for a successful close
- Prepare reports by analyzing and summarizing information
- Mentor team members and teach improved processes in order to enhance staff accomplishments.
Entrepreneur
Family Business
Kolkata
10.2018 - 05.2020
- Helping restructure the family business to overcome certain roadblocks
- Something that started as a sabbatical got moulded into me having to take time out to help the family business in testing times
- Oversaw the digital transformation of the entire payroll and introduced modern methodologies so that profitability margins can be increased.
Manager,Customer Success-Implementations and Managed Services
SirionLabs
Gurgaon
05.2018 - 09.2018
- Manage the Offshore Sourcing Governance Service Delivery organization teams of 10-12 contract management professionals at various levels of experience
- Lead implementation and on-going operations either On-shore/Off-shore for existing and new customers and carry out various tasks including partnering with the client's contract management team to understand business requirements, establishing working relationships with client's lines of business and other key stakeholders, assessing the client environment and determining system configuration, tracking and reporting work streams, performing quality assurance, conducting workshops and training sessions, and more.
Manager Customer Success & Strategic Accounts
@Unifyed
Gurgaon
11.2016 - 05.2018
- Manage a portfolio of accounts, establish productive, professional and profitable relationships with key personnel and CXO's in assigned customer accounts
- Lead, mentor and train a team of account managers
- Coordinate with various departments within the organization, including support, service, technology and manage resources, in order to ensure seamless functioning of the client accounts
- Responsible for client receivables; planning and execution of contract renewals
- Continuously identify opportunities for up-selling /cross-selling the company product portfolio and meet assigned targets for profitable sales volume and strategic objectives in assigned accounts
- Proactively lead a joint company-strategic account planning process that develops mutual performance objectives, financial targets and critical milestones for a one and three-year period
- Maintain a consistent schedule of online meetings with the client to manage performance objectives, customers' expectations and assess customer needs on an ongoing basis
- Document all requests and comments made by clients to ensure timely feedback and follow-up actions of client escalations
- Lead solution development efforts that best address customer needs, while coordinating the involvement of all necessary departments
- Continually innovate, develop and suggest enhancements to the client management function such as new methods of analysis or service techniques.
Product Consultant
Cvent
Gurgaon
03.2015 - 10.2016
- Serve as the primary point of contact for clients regarding project and strategic level questions
- Project management, project scheduling, and scope definition
- Maintaining business relationship and ongoing communications during and post implementation of project
- Post launch adoption activities including both private and public instructor-led web-based trainings
- User Acceptance Testing as and when needed
- Training and general best practices consultations.
Master Credit Analyst
American Express
Gurgaon
06.2013 - 01.2015
- Handle high-volume inbound/outbound calls on past due high balance accounts in a dialer environment for Corporate Cardholders based out of North America
- Collect and resolve accounts using persuasive communication skills and a consultative approach to encourage future card usage
- Utilize negotiation and influencing abilities by offering Corporate Card solutions using products and services from the American Express Portfolio
- Handle calls in a timely and efficient manner while following established credit procedures
- Stay within acceptable performance standards and quality goals.
Subject Matter Expert and Acting Asst. Manager Operations
EXL
Noida
05.2011 - 06.2013
- Acting Assistant Manager Operations British Gas, UK (Client of EXL Service, India) Feb '12 - June'13
- Implemented 'Good 2 Great' program in operations to address customer satisfaction and call quality concerns, improving net promoter score by 30%
- Established complaints process to improve OFGEM compliance score, designing auto-email tool to send due date reminders, improving site rank from 23rd to 3rd
- Improved employee attendance through effective staffing techniques using EWFM & Avaya CMS (workforce mgmt
- Tools), reducing call drop rate by 10%
- Completed 3 successful process migrations, leading the 'testing & pilot' phase including training for 200 analysts on the new software platforms
- Worked closely with experts on 2 six-sigma projects using DMAIC
- Provided offshore operational consulting to address onshore performance issues, improving collection conversion rate by 25% through effective customer segmentation
- Streamlined hiring process by creating an assessment center and new hire sign-off process with the recruitment team, improving early turnover rate by 35%
- Launched an appraisal management system in collaboration with the HR team.
Education
Bachelor of Commerce (BCom) - Accounting and Finance
Calcutta University
01.2009
ICSE,ISC - Commerce & Accounting
M. P. Birla Foundation Higher Secondary School
01.2006
Skills
- Sales Pipeline Management
- Quotas
- Escalation Process
- Client Advocacy
- Customer Segmentation
- Sales Enablement
- Campaign Management
- Customer Retention Strategies
- Business Development
- Revenue Forecasting
- Fiscal Management
- Staff Management
- Brand Management
- Process Improvement
- Project Planning
- Marketing automation
- Business Administration
- Employee Development
- Onboarding and Orientation
Certification
- Consulting Foundations: Client Management and Relationships
- Become a Chief of Staff with Brian Rumao
- Supply Chain Basics For Everyone
- Becoming Head of Sales: Developing Your Playbook
- Sales: Customer Success
Languages
- Punjabi, Professional Working
- Bengali, Native or Bilingual
- Hindi, Professional Working
- English, Native or Bilingual
- French, Elementary
- German, Limited Working
Timeline
Director of Customer Success
Mihup
06.2023 - 02.2024
Customer Success Manager
Humantic AI
11.2021 - 09.2022
Lead- Client Servicing
Goodera
06.2021 - 10.2021
Client Success Manager
Computer Solutions East, Inc.
02.2021 - 05.2021
Senior Manager-Sales and Customer Success (Contract)
Nexgen IOT Solutions
09.2020 - 01.2021
Senior Manager- Global Consulting(Contract)
Live Labs
05.2020 - 09.2020
Entrepreneur
Family Business
10.2018 - 05.2020
Manager,Customer Success-Implementations and Managed Services
SirionLabs
05.2018 - 09.2018
Manager Customer Success & Strategic Accounts
@Unifyed
11.2016 - 05.2018
Product Consultant
Cvent
03.2015 - 10.2016
Master Credit Analyst
American Express
06.2013 - 01.2015
Subject Matter Expert and Acting Asst. Manager Operations
EXL
05.2011 - 06.2013
Bachelor of Commerce (BCom) - Accounting and Finance
Calcutta University
ICSE,ISC - Commerce & Accounting
M. P. Birla Foundation Higher Secondary School
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