Summary
Overview
Work History
Education
Skills
Personal Information
Certification
Timeline
Generic

Shivangi Suresh

Banglore

Summary

Customer Success | SaaS Account Management | Customer Experience | Fintech & Tech-Enabled Services
Strategic Customer Success Manager with experience in B2B SaaS, Fintech, and customer engagement. Expertise in Relationship management, account retention, product adoption, and CX optimization. Skilled in Salesforce, Zendesk, Freshdesk, Power BI, and data-driven decision-making.

Overview

5
5
years of professional experience
2
2
Certifications

Work History

Senior Customer Experience Manager

MPOWER Financing
01.2023 - Current
  • Led customer success strategies, boosting retention by 18% and optimizing onboarding & support.
  • Partnered with product teams, leveraging customer insights to improve features and increase adoption by 20%.
  • Managed and trained a 6-member CX team, reducing average response time by 25%.
  • Built performance dashboards using Power BI to track CSAT, NPS, and retention KPIs.
  • Owned 60+ customer accounts, improving NPS to 9.5/10 and reducing churn.
  • Conducted customer training, product demos, and webinars to drive engagement.
  • Led upselling & cross-selling initiatives, increasing revenue by 10% from existing clients.
  • Triaging JIRA tickets and working closely with developers for product & process updates.
  • Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.

Student Success Specialist

Think and Learn Private Limited (byjus)
04.2021 - 12.2022
  • Provided academic advising, improving student retention & performance.
  • Conducted data-driven interventions, enhancing student outcomes and engagement.
  • Conducted regular assessments of student progress, identifying areas for improvement and adjusting instructional approaches accordingly.
  • Established strong relationships with students, parents, and school staff to create a supportive learning environment.
  • Developed and delivered targeted workshops on topics such as study skills, time management, and test-taking strategies.
  • Advised students on course selection based on their interests, goals, strengths, weaknesses, or specific requirements of their educational program or career pathway.
  • Collaborated with faculty members to develop strategies for improved student engagement and performance.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.

Customer Support - Chat/Emails

Reliance Digital Retail
03.2020 - 12.2020
  • Resolved 100+ tickets daily with 98% resolution rate, improving customer satisfaction.
  • Worked well in a team setting, providing support and guidance.
  • Organized and detail-oriented with a strong work ethic.
  • Resolved problems, improved operations and provided exceptional service.
  • Led process improvement initiatives to enhance operational efficiency within the workforce management function.
  • Improved logistical support by analyzing trends and identifying areas for process improvement.
  • Produced documentation outlining process improvement solutions.
  • Spearheaded process improvement initiatives that significantly reduced operating costs without compromising quality levels.
  • Excellent communication skills, both verbal and written.
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.

Education

Bachelor Of Commerce - Corporate Secretaryship

University of Madras
05-2020

Skills

  • SaaS
  • Slack, Zendesk, Salesforce
  • MS Office, Google Suite, Zoom
  • CRM software proficiency
  • Account Management
  • Program Improvement
  • Relationship Building
  • Problem-solving abilities

Personal Information

Certification

MICROSOFT POWER BI

Timeline

Project Management

09-2024

MICROSOFT POWER BI

08-2024

Senior Customer Experience Manager

MPOWER Financing
01.2023 - Current

Student Success Specialist

Think and Learn Private Limited (byjus)
04.2021 - 12.2022

Customer Support - Chat/Emails

Reliance Digital Retail
03.2020 - 12.2020

Bachelor Of Commerce - Corporate Secretaryship

University of Madras

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Shivangi Suresh