SANJANA THAKUR
Bengaluru
Summary
As a SaaS professional with a solid foundation in sales, I excel in bridging the gap between driving revenue and ensuring exceptional customer success. My extensive experience in consultative selling, relationship management, and strategic account growth has honed my ability to understand and address client needs effectively. Transitioning into customer success, I leverage this background to enhance customer onboarding, satisfaction, and retention, aligning sales strategies with long-term client success. Passionate about creating seamless experiences and lasting partnerships, I am dedicated to delivering value and fostering growth in every customer interaction
Overview
3
3
years of professional experience
Work History
ACCOUNT MANAGER - Customer Success
Edumerge
09.2024 - Current
- Client Relationship Management: Acted as the primary point of contact for key accounts, providing ongoing support to educational institutions using Edumerge's ERP platform
- Account Health Monitoring: Managed and nurtured a portfolio of client accounts, ensuring high engagement and satisfaction by proactively addressing their needs and resolving issues
- Customer Onboarding & Training: Led onboarding sessions for new clients, guiding them through the platform's features, functionalities, and best practices to ensure seamless adoption and usage
- Renewals & Retention: Collaborated with the sales and support teams to ensure timely renewals, reducing churn and driving customer retention
- Implemented strategies to improve customer satisfaction and retention rates
- Upselling & Cross-selling: Identified opportunities for upselling additional features or modules to existing clients based on their evolving needs, contributing to revenue growth
- Platform Optimization & Feedback: Gathered and analyzed client feedback to drive product improvements and ensure that the platform met the unique needs of each institution
- Data & Reporting: Used Freshsales CRM to track customer interactions, manage account details, monitor customer progress, and generate reports to inform strategy
- Key Achievements: Increased Customer Retention: Achieved a 15% improvement in customer retention rate by implementing personalized communication strategies and regular check-ins
- Customer Satisfaction: Maintained a customer satisfaction score of over 90% through timely resolution of issues and high-quality customer service
- Upselling Success: Successfully upsold additional product features to 25% of the client base, contributing to a 10% increase in overall revenue for the customer success department
SALES MANAGER
Edumerge
09.2023 - 06.2024
- Developed and implemented sales strategies to increase market share
- Identified and developed new markets for products or services
- Maintained relationship with key stakeholders including C-Suite
- Organized regular review meetings to monitor the health of the account in order to gain an opportunity for cross sell and up sell
- Closely coordinated with CSM team for successful implementation
- Established relationships with key clients, while maintaining existing customer base
- Created and presented monthly reports to management on sales performance
- Analyzed data to identify trends in customer behavior and develop plans accordingly
- Monitored industry trends and competitor activities to stay ahead of the competition
- Provided technical support for customers when needed, answering questions about product features and capabilities
- Assisted senior management in developing long-term strategic goals for the company's growth
- Established new accounts and serviced existing accounts maintaining professional relationships
- Resolved customer complaints regarding sales and service
BUSINESS DEVELOPMENT EXECUTIVE
Plumb5
09.2022 - 08.2023
- Drove sales of company products and services by meeting with customers using strategic and organized approach
- Listened to customer needs to identify and recommend best products and services
- Identified customer needs by asking questions and advising on best solutions
- Acted as SPOC and Account manager for the clients post the sale delivering seamless integration
- Developed growth plans by identifying key clients, key targets, and priority service lines
- Implemented changes based on customer feedback received from surveys or focus groups
- Prepared reports summarizing progress made towards achieving organizational goals related to new business acquisition
- Participated in meetings with senior executives to discuss strategic objectives related to business development initiatives
- Evaluated effectiveness of current marketing tactics used by competitors in order to gain insight into best practices
Intern
Plumb5
06.2022 - 09.2022
- During my internship at Plumb5, My role involved gathering and implementing customer feedback, preparing progress reports for senior executives, and collaborating with cross-functional teams to align on business objectives and improve customer outcomes
Education
BSc - Forensic Science
Jain University
01.2022
Physics, Chemistry, Mathematics, Biology -
Mount Carmel College
01.2019
Skills
- Customer Success & Relationship Management
- Digital Marketing & Mobile Marketing
- B2B SAAS
- Client Onboarding & Training
- Customer Retention & Engagement Strategies
- Upselling & Cross-Selling
- Business Reviews & Performance Analysis
- Data Analytics & Reporting
- Program & Account Management
- CRM Tools: Salesforce, Freshsales, Zoho Suite, Plumb5
- Communication & Stakeholder Management
Languages
Hindi
First Language
English
Proficient
C2
Timeline
ACCOUNT MANAGER - Customer Success
Edumerge
09.2024 - Current
SALES MANAGER
Edumerge
09.2023 - 06.2024
BUSINESS DEVELOPMENT EXECUTIVE
Plumb5
09.2022 - 08.2023
Intern
Plumb5
06.2022 - 09.2022
BSc - Forensic Science
Jain University
Physics, Chemistry, Mathematics, Biology -
Mount Carmel College