Summary
Overview
Work History
Education
Skills
Certification
Timeline
Hi, I’m

Sanjana Kapoor

Noida

Summary

Driving results for over 5 years, with proven expertise in managing global SaaS client accounts and leading successful project implementation across APAC, MENA , and EMEA.

Overview

5
years of professional experience
1
Certification

Work History

Trackier (Cloudstuff Technologies)
Noida

Associate Customer Experience Manager
01.2025 - Current

Job overview

  • Successfully onboarded and managed 15+ national and international clients (APAC , Europe & Middle East), ensuring a seamless SaaS implementation experience.
  • Conducted 20+ personalised product demos, tailoring the walkthroughs to varied use cases, driving early adoption, and stakeholder alignment.
  • Identified and executed cross-sell/upsell opportunities in more than five accounts, contributing to revenue expansion and stronger product engagement.
  • Coordinated with cross-functional teams (Product, Tech, Support) using Jira, ensuring the timely resolution of 30+ configuration and integration requests.
  • Maintained structured onboarding and research documentation via Confluence, improving team efficiency and reducing repetitive client queries by approximately 25%.
  • Drove account-level visibility and customer health tracking through tools like Custify, Intercom, and CS Next, leading to a 20% faster onboarding completion rate.
  • Supported operational tasks, including campaign setup and configuration across 10+ delivery accounts, as per implementation scope.
  • Facilitated daily team stand-ups and shared release updates, ensuring alignment across the onboarding function, and 100% team awareness of product changes.
  • Hosted two client-facing webinars, and contributed to one published case study, promoting client education and success stories.

Meritto(Formerly Nopaperforms)
Gurugram

Team Lead - Client Delivery
01.2021 - 01.2025

Job overview

  • Led a 6-member delivery team, nurturing a high-performing, collaborative work culture that contributed to a consistent 15–20% reduction in client delivery turnaround time over successive quarters.
  • Managed a diverse portfolio of 60–70 SMB and global enterprise clients, delivering tailored onboarding, implementation, and account support across multiple sectors, including education and ed-tech.
  • Successfully executed over 100 cross-functional assignments received from the business and product teams, ensuring project scopes were aligned with delivery team capacity and client priorities.
  • Spearheaded strategic planning and review sessions with internal stakeholders, driving process improvements and new feature adoption across 25+ client accounts.
  • Designed and executed 30+ detailed implementation blueprints, clearly mapping project goals, responsibilities, timelines, and dependencies, leading to more structured and timely go-lives.
  • Acted as the key bridge between the Delivery, Product, and Technical Support teams, facilitating smooth communication and resolution of over 200 integration/configuration-related queries.
  • Played a pivotal role in client retention and satisfaction, contributing to over 30% of repeat project requests or cross-team referrals through effective account management and relationship building.
  • Took ownership of internal knowledge sharing and product updates within the team, driving weekly syncs and onboarding enablement for new hires to ensure alignment with evolving product functionality.

Connect2India Pvt. Ltd.
Faridabad

Analyst Consultant
01.2020 - 01.2021

Job overview

  • Managed a portfolio of 30–40 active SMB accounts, serving as the primary point of contact, and ensuring consistent client satisfaction and engagement.
  • Conducted regular account review meetings (QBR) to track client KPIs, gather feedback, and proactively identify opportunities for product value expansion, and cross-functional collaboration.
  • Partnered with Product and Support teams to resolve over 60 escalations and feature-related queries, ensuring timely resolutions and maintaining a greater than 90% client satisfaction score.
  • Built and maintained long-term client relationships through proactive communication, personalized support, and solution-oriented engagement.
  • Identified and influenced 12–15 upsell and cross-sell opportunities, contributing directly to account growth and client retention strategies.

Education

New Delhi Institute of Management
New Delhi

PGDM from Marketing and HR
05.2020

Vidya Knowledge Park
Meerut

Bachelors Of Business Administration
05.2018

Skills

  • Client-centric problem solving
  • Data-driven decision making
  • Project ownership and accountability
  • Process optimization
  • Stakeholder management
  • Team enablement
  • Strong verbal and written communication
  • Time management and prioritization
  • Adaptability in fast-paced environments

Certification

  • PMP certified from Simplilearn
  • PMP from the Project Management Institute (exam date to be confirmed)

Timeline

Associate Customer Experience Manager

Trackier (Cloudstuff Technologies)
01.2025 - Current

Team Lead - Client Delivery

Meritto(Formerly Nopaperforms)
01.2021 - 01.2025

Analyst Consultant

Connect2India Pvt. Ltd.
01.2020 - 01.2021

New Delhi Institute of Management

PGDM from Marketing and HR

Vidya Knowledge Park

Bachelors Of Business Administration

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Sanjana Kapoor