Summary
Overview
Work History
Education
Skills
Languages
Volunteer Work
Research Paper
PROJECTS
Timeline
Generic
SAYANTANI CHAKRABORTY

SAYANTANI CHAKRABORTY

CUSTOMER SUCCESS MANAGER
Bengaluru

Summary

Result-oriented and accomplished Customer Success Manager with 6 years of expertise at Microsoft, specializing in AI healthcare technology solutions, like Dragon Medical One and DAX Copilot. Recognized for consistent high performance, with multiple Employee of the Month and Quarterly Excellence awards.

Proven track record in:

  • Strategic account management and success planning,
  • Driving efficient product adoption and usage,
  • Building strong client relationships and managing escalations,
  • Implementing churn reduction and retention strategies.

Experienced in cross-functional collaboration, delivering actionable business insights, and fostering client advocacy. Adept at aligning customer goals with product capabilities to deliver measurable outcomes.

Overview

6
6
years of professional experience

Work History

Customer Success Manager

MICROSOFT
BENGALURU
05.2019 - Current

• Coordinated onboarding processes for new clients to ensure smooth transitions.

• Developed and implemented a strategic plan to identify at-risk accounts, reducing churn by 15%, and securing key accounts.

• Conducted quarterly business reviews with the top 10% of accounts, which facilitated an average increase in contract value of 30% annually.

• Negotiated and renewed contracts with a 98% success rate, ensuring long-term partnerships, and stable revenue growth.

• Initiated a proactive outreach program for clients at risk of non-renewal, achieving a 90% save rate on those accounts.

• Designed and executed a customer engagement strategy, which led to a 10-point NPS increase within a 12-month period.

• Collaborated with the sales and marketing teams to refine the customer journey, leading to a 20% increase in conversion from trial to paid subscriptions.

Sales and Marketing Intern

Zolostays Pvt Ltd
Bengaluru
01.2019 - 04.2019
  • Managed 9+ properties, improved occupancy, and conducted field marketing.

Customer Relationship Intern

Myntra
Bengaluru
12.2016 - 01.2017
  • Managed client relationships during high-volume EORS period.

Education

PGDM - Major - Marketing And Minor - Analytics

IFIM B SCHOOL
Bengaluru
01-2019

BTECH - Computer Science & Engineering

West Bengal University of Technology
01-2017

SCIENCE -

ST AUGUSTINE'S DAY SCHOOL
BARRACKPORE
01-2013

Class 10 -

ST AUGUSTINE'S DAY SCHOOL
BARRACKPORE
01-2011

Skills

  • Strategic account management
  • Client onboarding
  • Success planning and execution, efficient product usage
  • Customer advocacy and relationship-building
  • Advanced business insights and cross-functional collaboration
  • Client escalations and negotiation handling
  • Churn analysis and reduction
  • Upsell and cross-sell initiatives
  • Sales proficiency
  • Customer retention and churn analysis
  • Report analysis

Languages

English
First Language
Bengali
Proficient (C2)
C2
Hindi
Proficient (C2)
C2

Volunteer Work

  • Social Immersion Program (SIP) in Mitra Jyothi - worked with an NGO to enhance the lives of visually impaired individuals
  • Lime and Sip: Fundraising campaign for Shiksha Aadhar during PGDM.

Research Paper

Wrote a research paper during PGDM on 'Factors affecting female feticides and infanticide in India,' analyzing primary data

PROJECTS

  • Customer Transition Project: Revitalized inactive customer accounts through innovative engagement strategies.
  • Customer segmentation and tiering: created a segmentation model to prioritize accounts based on ARR, potential, and risk
  • Product Adoption Increase Project: Boosted product utilization in low-usage accounts over a 2-month initiative.
  • AR aging project: improved cash flow visibility and follow-ups for overdue payments

Timeline

Customer Success Manager

MICROSOFT
05.2019 - Current

Sales and Marketing Intern

Zolostays Pvt Ltd
01.2019 - 04.2019

Customer Relationship Intern

Myntra
12.2016 - 01.2017

PGDM - Major - Marketing And Minor - Analytics

IFIM B SCHOOL

BTECH - Computer Science & Engineering

West Bengal University of Technology

SCIENCE -

ST AUGUSTINE'S DAY SCHOOL

Class 10 -

ST AUGUSTINE'S DAY SCHOOL
SAYANTANI CHAKRABORTYCUSTOMER SUCCESS MANAGER