Satvika Gupta
Associate Manager - Customer Success
Pune
Summary
Results-driven Customer Success Manager with 3.5 years of experience in building and maintaining strong client relationships, driving customer satisfaction, and ensuring business growth. Seeking a challenging role as a Deputy Manager of Customer Success to leverage my skills in account management, team leadership, and customer retention.
Overview
3
3
years of professional experience
7
7
years of post-secondary education
8
8
Certifications
Work History
Deputy Manager
NoPaperForms
Pune
06.2023 - Current
- Promoted to the position of Deputy Manager in recognition of exceptional performance and leadership skills within the customer success team.
- Assist in overseeing a team of customer success managers, providing guidance, mentorship, and support to optimize their performance and ensure customer satisfaction.
- Take an active role in managing key accounts, working closely with high-value clients to understand their needs, address concerns, and drive successful outcomes.
- Collaborate with the sales team to identify and capitalize on upsell and cross-sell opportunities, driving revenue growth and maximizing customer lifetime value.
- Stay up-to-date with industry trends, best practices, and emerging technologies in customer success management, implementing innovative approaches to enhance customer satisfaction and retention.
Associate Manager
NoPaperForms
Pune
02.2022 - 05.2023
- Managed a portfolio of 30+ enterprise-level clients, ensuring their success and satisfaction with the company's products and services.
- Developed and implemented customer success strategies, resulting in a 30% increase in customer retention rate.
- Collaborated with cross-functional teams including sales, product, and support to align customer objectives and drive successful outcomes.
- Conducted regular business reviews and QBRs (Quarterly Business Reviews) to assess customer needs, identify upsell opportunities, and drive revenue growth.
- Acted as the primary point of contact for customer escalations and resolved issues promptly to maintain customer satisfaction.
- Developed customer onboarding programs and delivered product training sessions to ensure successful adoption and usage.
Senior Growth Consultant
UniApply
Gurugram
01.2021 - 01.2022
- Managed a portfolio of 20+ growth-level clients, ensuring their success and satisfaction with the company's products and services.
- Acted as the primary point of contact for customer escalations and resolved issues promptly to maintain customer satisfaction.
- Analyzed customer data and usage patterns to identify opportunities for optimizing product utilization and maximizing customer value.
- Developed and maintained strong relationships with key stakeholders within client organizations, becoming a trusted advisor and advocate for their success.
- Identified and addressed potential churn risks proactively, resulting in a 15% reduction in churn rate.
- Led a team of customer success representatives, providing guidance, support, and training to optimize their performance and ensure consistent customer satisfaction.
Growth Consultant
UniApply
Gurugram
02.2020 - 01.2021
- Assisted the Customer Success Manager in managing a portfolio of 50+ clients, providing exceptional support and ensuring their success.
- Assisted in developing customer success metrics and tracking customer performance to identify areas for improvement.
- Coordinated and facilitated customer onboarding activities, including product demonstrations and training sessions.
- Responded to customer inquiries and support tickets promptly, providing timely and effective resolutions to maintain high customer satisfaction.
- Prepared and delivered engaging presentations and reports to demonstrate the value and impact of the company's products and services to clients.
- Collaborated with the product team to gather customer feedback and insights, contributing to product enhancements and feature requests.
- Assisted in organizing and hosting customer events and user conferences to foster community engagement and facilitate knowledge sharing.
Education
MBA - Marketing
01.2018 - 04.2020
GPA: 8.9
B.Sc. - Computer Science
01.2015 - 04.2018
GPA: 60.2
12th - Maths And Science
04.2014 - 03.2015
GPA: 9.6
Internship - CSR
05.2019 - 06.2019
Skills
Customer Success Management
Account Management
Customer Relationship Management
Team Leadership
Client Retention
Customer Satisfaction
Cross-functional Collaboration
Upselling and Cross-selling
Data Analysis and Reporting
Excellent Communication Skills
Public Speaking
Business Development
Convincing and Negotiation Skills
Project Management
Tableau
Power BI
Certification
How to research and write using generative AI Tools by LinkedIn
Technical Skills
MS Excel, Ms PowerPoint, Google Sheets, CRM, SaaS based Products
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Deputy Manager - NoPaperForms
06.2023 - Current
How to research and write using generative AI Tools by LinkedIn
05-2023
Project Management by Project Management Institute
05-2023
Introduction to Tableau by Upgrad
04-2023
Associate Manager - NoPaperForms
02.2022 - 05.2023
Senior Growth Consultant - UniApply
01.2021 - 01.2022
Business Growth Strategy by University of Virginia
01-2021
Inbound Sales by Hubspot Academy
08-2020
Growth Consultant - UniApply
02.2020 - 01.2021
Jindal Stainless Limited - Internship , CSR
05.2019 - 06.2019
Creative Writing by NSRCEL
02-2019
MIT School of Management - MBA, Marketing
01.2018 - 04.2020
Brand Management by IIM B
01-2017
Fundamentals of Digital Marketing by Google
01-2017
Sri Vaishnav Institute of Management - B.Sc., Computer Science
01.2015 - 04.2018
Kendriya Vidyalaya Rajgarh - 12th, Maths And Science
04.2014 - 03.2015