Santosh Panda
Bengaluru
Summary
Accomplished Customer Success Manager with an impressive 9 +year track record in the Product & service industry. Proficient in managing both Enterprise and B2C clients across diverse regions including APAC, EMEA, US, and India. Renowned for consistently delivering exceptional customer experiences, problem-solving prowess, and a relentless commitment to enhancing customer satisfaction. Adept at catalyzing operational enhancements and championing a culture of customer delight. Proficiency in utilizing a spectrum of CSM tools such as Churn Zero, Salesforce, Jira, Zendesk, Power BI, and more.
Overview
12
12
years of professional experience
Work History
Customer Success Manager
3e
10.2024 - Current
- Managed onboarding and lifecycle for a $3M+ portfolio, achieving
- Led customer onboarding and training (virtual & onsite) to drive product adoption and engagement.
- Built strong client relationships as a trusted advisor, aligning solutions with customer business goals.
- Monitored customer health and usage metrics to proactively identify risks and growth opportunities.
- Conducted regular business reviews and check-ins to ensure ROI and long-term customer success.
- Collaborated cross-functionally with product, support, and sales teams to resolve issues and enhance customer experience.
- Identified and executed upsell and cross-sell opportunities to expand account value.
- Gathered customer feedback, tracked bugs and feature requests, and influenced product enhancements.
- Delivered enablement initiatives including webinars, training sessions, and customer success resources.
- Leveraged Salesforce, HubSpot, Appian, Power BI, and Tableau for customer insights, reporting, and lifecycle management.
Customer Success Manager
Netlink Group (Lumenore)
11.2023 - 06.2024
- Cultivated and maintained strong relationships with clients, acting as main point of contact between Lumenore and customers.
- Provided strategic guidance to clients, assisting them in leveraging Lumenore platform and professional services to align with their business objectives.
- Identified and addressed customer challenges or concerns promptly, ensuring a positive customer experience and resolution of issues.
- Oversee resolution of support tickets within established Turnaround Time (TAT), ensuring timely and effective solutions.
- Conducted training sessions and workshops for clients to optimize their understanding and utilisation of Lumenore platform, empowering them to achieve their desired outcomes.
- Monitored client performance metrics and provided data-driven insights and recommendations for improvement, driving customer success and satisfaction.
- Collaborated closely with internal teams such as sales, product development, and customer support to advocate for customer needs and drive product enhancements based on client feedback.
- Managed multiple client accounts simultaneously, ensuring timely delivery of services and successful project implementation within scope and budget.
- Identified opportunities for upselling additional Lumenore services or expanding usage within existing client accounts, driving revenue growth and customer retention.
- Proactively sought feedback from clients and internal stakeholders to identify areas for improvement and implement strategies to enhance customer satisfaction and retention.
- Demonstrated a track record of driving tangible business outcomes for clients, such as increased operational efficiency, revenue growth, or cost savings, through effective utilisation of the Lumenore platform and services.
Sr Customer Success Manager
Simplilearn PVT LTD
03.2022 - 04.2023
- Built overall relationship with assigned enterprise clients which includes increasing adoption, ensuring retention and satisfaction.
- Handled account portfolio of USD $2.5 millions.
- Analysed account health report using sales force.
- Used CRM tools, like Salesforce, Xenia, Client Success, AWS, Fresh Desk and Zendesk.
- Oversee resolution of support tickets within established Turnaround Time (TAT), ensuring timely and effective solutions.
- Developed strategies and nurtured customers for Account growth.
- Conducted quarterly business reviews to analyse quarterly performance of client and provide feedback.
- Identified Upsell and cross sell opportunities to meet revenue targets.
- Developed long-lasting trusted advisor relationship with assigned client to achieve renewal targets.
- Proactively monitored CSAT and NPS score for learners and provided relevant feedback.
- Trained clients on products and LMS portal of Simplilearn.
- Collaborated with cross functional teams to achieve desired NPS and CSAT score.
Sr. Customer Success Manager
SmarterHomes Technologies PVT LTD
01.2019 - 12.2021
- Onboarding and seamless transition of client across pan India and International Market.
- Successfully Onboarded more than 200 clients in India and Global Market.
- Played instrumental role in client satisfaction by working with operational teams and stakeholders for proper resolution of service issues.
- Developed healthy relationship and nurtured customers for Account growth
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Oversee the resolution of support tickets within the established Turnaround Time (TAT), ensuring timely and effective solutions.
- Continuously supported clients from sales closure stage to onboarding, training and handover.
- Handled CEO level and social media escalations.
Sr. Customer Experience Manager
Furlenco.com
05.2016 - 12.2018
- Resolved process problems, improved operations and provided exceptional client support.
- Design process and execute same to enhance customer experience.
- Ensuring detailed quality check of products to be delivered to customer.
- Generate revenue though up selling or cross selling.
Service Associate
Amazon.in (Prione Business Services)
05.2015 - 05.2016
- Understood products and services offered by Amazon and used Amazon system and tools to support retailer to build their online catalog.
- Educated retailer about Amazon platform and opportunities and benefits of selling on Amazon and Online Platform.
- Coordinated with central cataloging team and retailer to provide information on products to be cataloged and help cataloging team in building efficient catalog for retailer.
- Launched more than 180 retailer on Amazon platform by providing cataloging services for more than 5000 SKU's.
Relationship Manager
Hindustan times Media
05.2014 - 04.2015
- Utilized prospecting techniques to identify potential clients and create opportunities to sell products and services.
- Meet over 400 clients and gave demo about product and services of HT Media
- Generated revenue of above RS 8,70,000 and meet quarterly targets
- Identified Upsell and cross sell Opportunities to generate Revenue.
Education
Bachelor of Engineering - Electronics And Telecommunication
Sathyabama University
Chennai, IndiaMBA - Operations Management
Indus Business Academy
Bengaluru, IndiaPersonal Information
Timeline
Customer Success Manager
3e
10.2024 - Current
Customer Success Manager
Netlink Group (Lumenore)
11.2023 - 06.2024
Sr Customer Success Manager
Simplilearn PVT LTD
03.2022 - 04.2023
Sr. Customer Success Manager
SmarterHomes Technologies PVT LTD
01.2019 - 12.2021
Sr. Customer Experience Manager
Furlenco.com
05.2016 - 12.2018
Service Associate
Amazon.in (Prione Business Services)
05.2015 - 05.2016
Relationship Manager
Hindustan times Media
05.2014 - 04.2015
MBA - Operations Management
Indus Business Academy
Bachelor of Engineering - Electronics And Telecommunication
Sathyabama University