SalesForce
Snehal Das
Customer Success Representative
Kolkata,West Bengal
Summary
Accomplished Customer Success Specialist with a proven track record at Jodo, enhancing account portfolio management and revenue growth through strategic sales initiatives and customer relationship building. Expert in CRM software and escalation management, consistently exceed performance metrics by leveraging sales expertise and a customer-centric approach. Recognized for boosting customer retention and implementing process efficiencies.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
Work History
Customer Success Specialist
Jodo
Kolkata
11.2022 - Current
- Skillfully oversee large portfolio of accounts for top institutes and boost fee realization by locking in cashflow and custom-built recurring payment solutions.
- Drive sales initiatives within existing accounts, leveraging strong customer relationships to identify opportunities and achieve revenue targets.
- Continuously refine strategies to adapt to evolving customer needs and market dynamics, embracing new challenges to better serve customers and contribute to company success.
- Seamlessly enable fee collection process via fee structure creation, notification, settlements on dashboard and CRM and give fee collection visibility via smart analytics to management and institutes.
- Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.
- Managed portfolio of key accounts, ensuring timely issue resolution and consistent communication with stakeholders.
- Streamlined onboarding processes, reducing time-to-value for new customers while maintaining high levels of satisfaction.
- Implemented process improvements that resulted in increased efficiency within Customer Success team.
- Developed comprehensive product knowledge to provide accurate information and effective troubleshooting assistance.
- Recognized as top performer, consistently meeting or exceeding key performance metrics for company.
- Mentored new hires within Customer Success team contributing towards overall improvement in team performance and cohesion.
- Promoted positive brand image by consistently delivering exceptional customer service experiences and boosted customer retention rates through proactive communication and building strong relationships.
- Managed over top 10 institutes of East and top 5 schools of Kolkata.
Senior Fintech Executive
Vedantu
Kolkata
04.2022 - 07.2022
- Increased revenue by identifying and implementing cost-saving measures in financial processes.
- Complete understanding of business to customer and loan process post sales via third party Finance partners.
- Weekly check-ins with fintech partner's SPOCs for process improvement and reduce bottleneck in process and also improving customer experience.
- Maintaining aggregate and individual partner approval rates.
- Routing maximum cases through any specific partner/partners to achieve predefined objectives.
- Collaborated with sales team and Fintech partner representatives on case by case to achieve targets.
- Worked with customer to understand needs and serve excellent service via identify issues, analyzed information and provide solution of major problems.
- Managed over 30 individual cases per day.
Senior Business Development Associate
Vedantu
Kolkata
12.2019 - 03.2022
- Increased revenue by identifying and targeting new markets for company's products and services.
- Mentored junior team members, fostering professional growth and strengthening business development department's capabilities.
- Exceeded annual sales targets through consistent pipeline management, effective negotiation tactics and leveraged referral networks.
- Implemented CRM systems like Salesforce, LeadSquared to improve tracking of client interactions and software like Ameyo, Slash, Wave to improve performance metrics.
- Delivered engaging presentations at B2C industry events, showcasing company's expertise and raising brand awareness and revenue.
- Developed and implemented comprehensive sales training programs that strengthened skills of business development team, leading to improved performance metrics.
- Used SalesForce to handle current portfolio and prospective leads.
- Developed new opportunities by effectively communicating product lines to leading international corporations.
Education
Bachelor of Technology - Electronics And Communications Engineering
Future Institute Of Technology
Kolkata, India 08.2016 - 06.2019
Diploma Engineering - Electronics And Telecommunication Engineering
Shree Ramkrishna Institute Of Science & Technology
Kolkata, India 06.2013 - 06.2016
Skills
CRM Software
Client Relations
Customer Service
Microsoft Excel
Customer Relations
Account Management
Sales expertise
Sales closing
Sales Support
CRM Software
Software
LeadSquared
Languages
Bengali
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Interests
Music
Football
Timeline
Customer Success Specialist
Jodo
11.2022 - Current
Senior Fintech Executive
Vedantu
04.2022 - 07.2022
Senior Business Development Associate
Vedantu
12.2019 - 03.2022
Bachelor of Technology - Electronics And Communications Engineering
Future Institute Of Technology
08.2016 - 06.2019
Diploma Engineering - Electronics And Telecommunication Engineering
Shree Ramkrishna Institute Of Science & Technology
06.2013 - 06.2016