Shubham Maity
Bangalore
Summary
Goal-driven Account and Customer Success Manager with over 10 years of experience in elevating client satisfaction, driving revenue growth, and building lasting relationships. Adept at managing complex accounts and aligning with client objectives to deliver tailored, impactful solutions. Demonstrated success in implementing customer success frameworks, upselling, and resolving issues to boost retention and foster loyalty. Strong collaborator with expertise in data-driven strategy, optimized onboarding processes, and proactive client engagement to maximize success and fuel growth.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Key Account Manager
XPOWER Manufacturing Inc
01.2021 - 12.2023
- Managed a portfolio of 8 accounts, strengthening relationships and delivering customized solutions to enhance client satisfaction and loyalty
- Led and mentored a team of 4 Account Executives, fostering a collaborative environment focused on exceeding client expectations and meeting revenue targets
- Integrate client feedback post-implementation by collaborating with product and development teams to enhance features, streamline functionality, and resolve client concerns swiftly
- Mitigate operational risks by developing contingency plans and coordinating closely with internal teams to ensure consistency in service delivery
- Execute comprehensive account plans tailored to client needs, resulting in a 20% growth in revenue and a 75% boost in account retention
- Increased team productivity by 80% by implementing a structured performance management process, which included clear goal-setting, regular feedback, and coaching sessions
Founder
The Maid Squad
11.2019 - 11.2020
- Founded and established a small business to revolutionize the housekeeping industry by delivering a seamless, high-quality client experience
- Drove client acquisition by reaching out to over 80+ clients, streamlined operations for a workforce of 12+, and elevated client satisfaction through tailored training programs designed to meet workforce needs
- Accelerated revenue growth by 400% within five months, expanding the client base and solidifying market presence
- Conducted in-depth market research to identify and target ideal client segments, gathered actionable feedback, and resolved client grievances to elevate service quality
Senior Customer Delight
HealthifyMe Wellness Pvt Ltd
05.2019 - 09.2019
- Revamped escalation and refund processes, achieving a 45% reduction in issues through strategic improvements
- Led a high-performing team of 12, achieving and surpassing key performance indicators, which elevated customer satisfaction (CSAT) to 80%
- Redesigned the customer feedback framework, aligning insights with respective lines of business to drive targeted improvements
- Facilitated the seamless adoption of Intercom by orchestrating phased testing and optimizing workflows for maximum efficiency
Customer Success Representative
Fulfil.IO
11.2018 - 04.2019
- Evaluated clients' business operations and processes, delivering strategic recommendations for optimization and resolving software issues through meticulous triaging and problem reproduction
- Empowered the customer success team by ensuring prompt follow-ups and collaborating effectively with internal and external partners throughout the solution life-cycle to drive continuous improvements and streamline problem management
Acting Team Lead / Customer Happiness Rookie
Licious
05.2017 - 05.2018
- Directed a team of 25 by strategically allocating tasks, monitoring performance metrics, and resolving escalations to ensure seamless queue management and optimal service delivery
- Authored and implemented critical SOPs and quality procedures, boosted customer satisfaction by addressing NPS feedback and Google Play reviews, and proactively identified areas for improvement
- Facilitated cross-functional collaboration with quality, marketing, and tech teams to align on customer needs, providing actionable insights and coordinating customer callbacks
- Drove a customer retention initiative that generated over INR 25L in revenue from reactivated clients
Customer Service Representative
HSBC
01.2014 - 08.2016
- Guided Canadian clients in personal banking, credit cards, mortgages, and investment inquiries, delivering expert support and fostering positive client experiences
- Served as Subject Matter Expert (SME) for two consecutive batches, training new hires to achieve high quality scores and enhancing productivity through targeted coaching
- Supported team development by conducting monthly performance reviews, identifying areas for improvement, and providing actionable feedback to elevate team effectiveness
Customer Service Executive
[24]7 Inc
01.2012 - 10.2012
Education
Diploma in Artificial Intelligence and Machine Learning -
University of Hyderabad
04.2023
Bachelors of Business Administration - undefined
Sikkim Manipal University
04.2017
Skills
- Strategic Client Relationship Management
- Cross-Functional Collaboration & Stakeholder Management
Certification
- Google Project Management, 05/2024
- GoogleSalesforce Sales Operations, 09/2024
- Salesforce Risk Management, 11/2024
Timeline
Key Account Manager
XPOWER Manufacturing Inc
01.2021 - 12.2023
Founder
The Maid Squad
11.2019 - 11.2020
Senior Customer Delight
HealthifyMe Wellness Pvt Ltd
05.2019 - 09.2019
Customer Success Representative
Fulfil.IO
11.2018 - 04.2019
Acting Team Lead / Customer Happiness Rookie
Licious
05.2017 - 05.2018
Customer Service Representative
HSBC
01.2014 - 08.2016
Customer Service Executive
[24]7 Inc
01.2012 - 10.2012
Bachelors of Business Administration - undefined
Sikkim Manipal University
Diploma in Artificial Intelligence and Machine Learning -
University of Hyderabad
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