Zoho CRM
Sandeep Banerjee
Customer Success Manager
Ahmedabad
Summary
Customer Success Manager providing leadership to cross functional teams and serving as escalation point for clients and internal departments. Provide senior leadership and internal stakeholders with updates and status reports. Delivers excellent client services while building and maintaining client relationships. Strong people management skills and ability to coach, lead and develop employees.
Overview
10
10
years of professional experience
8
8
years of post-secondary education
1
1
Certification
5
5
Languages
Work History
Customer Success Manager
Bacancy Technology
Ahmedabad
03.2022 - Current
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Managed over 60 Clients across different industries
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Collaborated with sales and product teams to address customer success objectives.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Customer Success Manager
Design'N’Buy
Ahmedabad
03.2021 - 03.2022
- Managed and Lead Customer Success executive Team
- Provided 360 degree support to clients of online printing domain and ensure their success
- Onboarded new Saas and licensed customers
- Offered value added services to clients
- Handled flow of revenue from clients
- Managed helpdesk and ticketing operations
- Inter team communications with development team
- Managed implementation projects for Saas customers
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Created customer support strategies to increase customer retention.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Regional Account Representative
Doctor Alliance
Mysore
11.2020 - 03.2021
- Managed over 600 customer accounts and assisted them in product usage.
- Following up with customers after completed sales to assess satisfaction and resolve any technical or service concerns
- Developing and nurturing Texas region in USA
- Working alongside sales team to boost sales by enhancing product presentations and advertising collateral
- Onboarding and training new clients
- Evaluated inventory and delivery needs, optimizing strategies to meet customer demands
- Proactively managing client correspondence and recorded all tracking and communications
- Resolving all issues efficiently and enhanced customer satisfaction ratings
- Servicing existing accounts on regular basis to maximize revenue
- Interacting with problematic accounts, helping to build lasting rapport and boosting revenue opportunities
- Researching potential clients and markets to prepare for appointments
- Identifying prospect needs and developed appropriate responses along with information on suitable products and services
- Managing new customers and retained base through proactive management of individual needs and development of robust solutions
- Set up appointments with potential and current customers to promote new products and services
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings
- Creating new process in start up culture
- Managed projects to make better practice of Customer Success
CLIENT ACCOUNT MANAGER
Krish Technolabs
Ahmedabad
05.2020 - 11.2020
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values
- Handled over 30 large sized customer accounts where provided services.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics
- Established performance and service goals and held associates accountable for individual performance
- Maintained client files with sales contracts, records of client interactions, client notes, and other information
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues
- Organized daily workflow and assessed appropriate staffing to provide optimal service
- Scheduled and attended meetings with clients and prospective clients as requested
- Performed duties and provided service in accordance with established operating procedures and company policies
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution
- Developed new employees and on-going performance assessment of current employees
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends
- Used consultative sales approach to understand customer needs and recommend relevant offerings
- Forged and nurtured impactful relationships with customers to cultivate loyalty, boosting customer satisfaction ratings
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
- Trained new employees on customer service, money handling and organizing strategies.
STRATEGIC ACCOUNT MANAGER
eClinicalworks
Ahmedabad
06.2017 - 05.2020
- Followed up with customers after completed sales to assess satisfaction and resolve any technical or service concerns
- Handled over 40 enterprise customer on regular basis
- Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral
- Conferred with existing and potential customers to assess requirements and propose optimal EHR solutions
- Evaluated inventory and delivery needs, optimizing strategies to meet customer demands
- Proactively managed client correspondence and recorded all tracking and communications
- Resolved all issues efficiently and enhanced customer satisfaction ratings
- Serviced existing accounts on regular basis to maximize revenue
- Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities
- Researched potential clients and markets to prepare for appointments
- Identified prospect needs and developed appropriate responses along with information on suitable products and services
- Brought in new customers and retained base through proactive management of individual needs and development of robust solutions
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
- Networked at events and by phone to expand business profits and revenues
- Collaborated with vendor representatives and company customers to set up optimal delivery schedules
- Set up appointments with potential and current customers to promote new products and services
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings
- Performed SWOT analysis for each clients to understand their threats
- Managed projects to install patches and scheduled tasks by managing resources
ASSISTANT MANAGER
Kotak Securities
Vapi
03.2016 - 04.2020
- Surpassed growth targets and revenue projections by coordinating and planning financial product sales
- Increased sales by 10% after joining branch
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals
- Collaborated with internal teams and suppliers to evaluate costs against expected market price points and set structures to achieve profit targets
- Researched sales opportunities and possible leads to exceed sales goals and increase profits
- Maintained relationships with established accounts and prospected new retailers by calling on customers and engaging prospects in person
- Executed successful budget, talent and sales campaign development
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
IT ANALYST
Cisco Systems
Bangalore
12.2012 - 10.2013
- Evaluated and adopted new technologies to address changing industry needs
- Handled over 200 technical tickets
- Monitored employee tasks, evaluating information processing and performance to gauge business functions and inefficiencies
- Boosted information sharing by enhancing interfaces between computer systems
- Resolved malfunctions with systems and programs through troubleshooting
- Planned and conceived computer systems using information engineering, data modeling and structured analysis
- Participated in internal audits regarding quality management system
- Documented procedures and business processes and shared information with appropriate stakeholders
- Reviewed performance benchmarks and established metrics for future tracking.
Education
MBA - Marketing
Unitedworld School Of Business
07.2014 - 12.2016
B.Tech - Computer Science Engineering, Computer Engineering
Aryabhatta Institute Of Engineering And Management
Durgapur 08.2007 - 04.2011
12th - Science
KV-2
Kolkata 03.2005 - 05.2006
10th - General Studies
KV
Kolkata 03.2003 - 05.2004
Skills
Strategic communications
undefinedAccomplishments
- Resolved product issue through consumer testing
- Collaborated with cross functional teams in the development of multiple projects with seamless delivery to clients
- Certified in CSPO
- Used Microsoft Excel to develop dashboards for management which helped in taking strategic decisions
Additional Information
- Former IT Head of Marketing Club in Unitedworld school of business
- Intermediate Guitarist
Software
SalesForce
JIRA
Certification
CSPO Certified
Interests
Product Development
Key Account Management
Product Ownership
Timeline
CSPO Certified
04-2023
Customer Success Manager
Bacancy Technology
03.2022 - Current
Customer Success Manager
Design'N’Buy
03.2021 - 03.2022
Regional Account Representative
Doctor Alliance
11.2020 - 03.2021
CLIENT ACCOUNT MANAGER
Krish Technolabs
05.2020 - 11.2020
STRATEGIC ACCOUNT MANAGER
eClinicalworks
06.2017 - 05.2020
ASSISTANT MANAGER
Kotak Securities
03.2016 - 04.2020
MBA - Marketing
Unitedworld School Of Business
07.2014 - 12.2016
IT ANALYST
Cisco Systems
12.2012 - 10.2013
B.Tech - Computer Science Engineering, Computer Engineering
Aryabhatta Institute Of Engineering And Management
08.2007 - 04.2011
12th - Science
KV-2
03.2005 - 05.2006
10th - General Studies
KV
03.2003 - 05.2004
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