Hi, I’m
Sayan Sengupta
Cuttack
Summary
Customer Success Manager with more than 5 years in SaaS Industry. My role as a Customer Success Manager is to make sure that client needs are satisfied. I am responsible to build and manage client relationships, collect information, and make sure that company offerings meet the needs of clients. Also, I am responsible for managing a portfolio of medium and large segments enterprise customers. Being a Customer Success Manager, my roles to focus on customer engagement, nurturing, upsells and customer retention.
Overview
9
years of professional experience
Work History
Webgility Software Techocrats Pvt. Ltd.Indore, Madhya Pradesh
Sr. Customer Success Manager
04.2021 - Current
Job overview
- Maintaining over 1500+ customer accounts and manage a rotating portfolio of new clients to ensure a successful implementation and application of software.
- Build strong client relationships to nurture long-term growth and confidence in product. Collaborating with product development and sales teams to identify areas of need for upsell/cross sell opportunities.
- Listening to client feedback to identify different market trends and help product management develop road maps that lead to success.
- Meeting quarterly goals in upsells and other metrics.
- Integrate technical expertise of product with industry best practices in digital marketing to create effective nurture campaigns, lead generation strategy, and email marketing programs.
- Troubleshoot and resolved software issues reported by both internal and/or external customers to ensure Translation Workspace system stability using TFS and Service Desk.
- Perform demonstrations of the product to additional departments within company and continue to expand account beyond IT to other departments in the company.
- Archived the retention target from Cancellation in all the quarters
- Responsible for handling the tickets and assigned them to the appropriate departments.
- Worked closely with the development team and notify them about the bugs and the complicated issues raised by the customers.
Cognizant
Sr. Technical Support Associate
02.2021 - 03.2021
Job overview
- Working on providing support on Salesforce
- Handling the clients of US regarding the technical issue related to Salesforce
TeleperformanceIndore, Madhya Pradesh
Technical Customer Support Executive
09.2017 - 01.2021
Job overview
- Working on Yahoo Small Business process, providing support regarding website, domain, etc.
- Providing support in L1 platform which includes phone calls, chat and email
- Used to handle 20-25 calls a day, and helped the clients in order to resolve the issue through the cases created in Salesforce
- Awarded as AHT Cham, Production Cham, and Retention Cham
Education
Post Graduate Diploma from Computer Application
University Overview
Certified Course
Dhenkanal Autonomous CollegeDhenkanal, Odisha
B Com from Accounting Honours
01-2010
University Overview
Utkal University
Dhenkanal Junior CollegeDhenkanal, Odisha
SSC
01-2007
Joharimall High SchoolCuttack, Odisha
HSC
01-2005
Skills
- Office Tools: Microsoft Office (Word, Excel, Outlook)
- Operating System & Application: Windows XP, Windows 7, Windows 8 & Microsoft Office
- Others: Administrative & operational knowledge of SALESFORCECOM
Interests
Anchoring & comparing of workshops & college events., Driving, Photography (Specially in DSLR), Travelling, Listening Music, Internet Surfing, Watching Informative Television Programmes, Socializing & making friends
CURRICULAR & EXTRA CURRICULAR DISTINCTIONS:
Awarded as best debate competitor in school and collage Certified Blood Donor, from Red Cross Awarded as best debate competitor in school and collage Certified Blood Donor, from Red Cross
Languages
English
Hindi
Bangla
Odia
DECLARATION
I hereby declare that the aforementioned details on my qualifications & credentials are true & accurate to the best of my knowledge. (Sayan Sengupta)
KEY STRENGTHS:
- Cooperative & adaptive.
- Passionate about excelling in communication & presentation skills.
- Punctual & very effective in time management.
- Energetic, enthusiastic & always willing to give a best shot to the assigned tasks.
Timeline
Sr. Customer Success Manager
Webgility Software Techocrats Pvt. Ltd.
04.2021 - Current
Sr. Technical Support Associate
Cognizant
02.2021 - 03.2021
Technical Customer Support Executive
Teleperformance
09.2017 - 01.2021
Dhenkanal Autonomous College
B Com from Accounting Honours
Dhenkanal Junior College
SSC
Joharimall High School
HSC
Post Graduate Diploma from Computer Application