Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
ResearchAssistant
Smita Sinha

Smita Sinha

Customer Success Manager
Gurgaon, 7838141000

Summary

Dynamic and performance-oriented Customer Success Manager with 5 Years of experience in client engagement in SaaS company. Proven track record of successfully managing customer relations with innovative strategies and advanced technologies. Utilizing excellent organizational skill to enhance efficiency and lead teams to achieve impactful solutions.

Overview

11
11
years of professional experience
5
5
Certification

Work History

CUSTOMER SUCCESS MANAGER

OpsHub Inc
01.2020 - Current
  • Accountable for onboarding, adoption, renewal, and advocacy for B2B customers spanning EMEA, UK and USA region.
  • Led implementation of new client onboarding process, resulting increase of 30% satisfaction.
  • Nurture and establish relationships with key customer stakeholders to enable quality solution planning, delivery execution and governance.
  • Portfolio expansion through Upsell/Cross sell opportunities resulting in 20% increase from previous year.
  • Increased customer retention by 17% through creating customer success strategy that identified users needs, proactive services and shared best practices.
  • Developed and managed multiple product related dashboards and performance metrics, resulting in decrease of churn rate by 20% and 85% of increase in renewal rate.
  • Achieved high customer satisfaction by 90% by leveraging CSAT and NPS score, effectively managing customer health status, adherence to tickets SLAs and creating company-wide customer feedback loop.
  • Led project planning initiatives, handle customer objections and prioritize customer issues to ensure timely and effective resolution.
  • Manage customer enhancement requests and change requests by working closely with product/tech teams to explore technical feasibility.
  • Proficient with HubSpot and Salesforce CRM software to drive customer success and streamline operations.

HR BUSINESS PARTNER

Clicksoftware (Salesforce company)
01.2018 - 01.2020
  • Coached senior leaders on best practices in people management while fostering positive relationships between staff members and management team.
  • Demonstrated ability to develop and implement HR strategies in alignment with business objectives.
  • Devised hiring and recruitment policies for 200+ employee company.

HR GENERALIST

Barcode India Ltd
02.2015 - 07.2016
  • Streamlined HR processes for increased efficiency and reduced administrative workload.
  • Planned and managed recruitment activities for new hires using strategic personnel, staffing, and position management practices.
  • Prepared detailed reports on key HR metrics for senior leadership''s review, facilitating informed decision-making related to human resources operations strategy adjustments.

LEAD TALENT ACQUISITION

GCB Services LLC
08.2013 - 08.2014
  • Led talent acquisition initiatives for key positions, resulting in successful hires and reduced time-to-fill rates.
  • Increased employee retention rates by implementing targeted talent management programs based on individual career goals.


SR. HR EXECUTIVE

Shriram New Horizons India Ltd
01.2011 - 04.2013
  • Educated employees on company policy and kept employee handbook current.
  • Directed hiring and onboarding programs for new employees.
  • Coordinated work activities for HR managers, specialists and recruiting agents.

Education

MBA IN MARKETING AND HR -

Institute of Technology And Science
New Delhi
01.2011

Skills

  • Account Management
  • Renewal Opportunities
  • Customer Retention
  • Strategic Communication
  • Customer Relations
  • Satisfaction Surveys
  • Training and mentoring
  • Azure DevOps
  • CRM Software
  • Revenue Growth
  • Customer Account Management
  • Problem-Solving

Certification

  • Certified SAP ECC6.0 Module - CDAC, Noida - May 2014
  • Certified Lean Six Sigma Green Belt- Sept 2021
  • Certified Salesforce Associate - Aug 2023
  • Completed Executive Program in Project Management from IIM Rohtak - June 2024
  • Microsoft Azure Fundamental certification - June 2024

Accomplishments


  • Achieved case studies and testimonials for company's website by completing project with accuracy and efficiency.
  • Successfully completed workshop in "Generative AI Technology ChatGPT 101" from GrowthSchool.
  • Received client appreciation email for successful project implementation and support.
  • Awarded as "Best employee of the Quarter" from Clicksoftware.


Timeline

CUSTOMER SUCCESS MANAGER

OpsHub Inc
01.2020 - Current

HR BUSINESS PARTNER

Clicksoftware (Salesforce company)
01.2018 - 01.2020

HR GENERALIST

Barcode India Ltd
02.2015 - 07.2016

LEAD TALENT ACQUISITION

GCB Services LLC
08.2013 - 08.2014

SR. HR EXECUTIVE

Shriram New Horizons India Ltd
01.2011 - 04.2013

MBA IN MARKETING AND HR -

Institute of Technology And Science

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Smita Sinha Customer Success Manager