Sovan Chakraborty
Customer Success Manager
4th Cross, Celebrity Paradise Layout, Doddathoguru, Bangalore
Summary
Customer Success Professional | SaaS Expertise | Client-Centric Problem Solver
Results-driven Customer Success professional with 8 years of experience in SaaS-based companies, specializing in client onboarding, retention, and business growth. Proficient in conducting business reviews, managing escalations, and driving client satisfaction through collaborative strategies. Skilled in leveraging CRM tools such as Salesforce, ServiceNow, and other platforms to analyze customer data and deliver actionable insights. Adept at fostering cross-functional collaboration to ensure timely project execution and customer success. Known for building strong client relationships, optimizing processes, and achieving measurable outcomes in fast-paced environments.
Overview
12
12
years of professional experience
3
3
Languages
Work History
Customer Success Manager
11:11 Systems India Private Limited
Bangalore
10.2021 - Current
- Customer Relationship Management: Build and maintain strong relationships with customers, serving as their primary point of contact for inquiries, support, and strategic guidance.
Collaborate with internal teams to ensure timely and successful delivery of projects aligned with customer goals.
- Revenue Growth and Opportunity Development: Work closely with clients to understand their business objectives, identifying opportunities for upselling and cross-selling.
Develop tailored strategies to drive revenue growth while delivering added value to customers.
- Onboarding and Training: Lead the onboarding process for new clients, ensuring a seamless transition and setting them up for success.
Provide comprehensive training on products and services to empower clients and maximize their utilization.
- Customer Support and Issue Resolution: Address customer queries with professionalism, troubleshoot challenges, and provide timely resolutions.
Escalate complex issues to appropriate teams while maintaining clear communication with the customer.
- Data-Driven Insights and Recommendations: Monitor and analyze product usage trends to identify optimization opportunities or potential challenges.
Leverage tools like Salesforce, ServiceNow, and Viewpoint to deliver actionable insights and tailored recommendations.
- Proactive Customer Engagement: Maintain regular communication with clients, sharing updates, best practices, and information on new features or enhancements.
Conduct periodic reviews to ensure alignment with client goals and operational improvements.
- Customer Advocacy and Feedback: Act as the voice of the customer within the organization, conveying their needs, feedback, and enhancement requests to relevant teams.
Work collaboratively to align internal priorities with customer expectations.
- Customer Retention and Satisfaction: Develop and implement strategies to increase customer retention and satisfaction rates.
Measure and report on customer success metrics to demonstrate impact and identify areas for continuous improvement.
- ITIL-Based Ticket Management: Manage customer tickets, including incident, request, and change management, in accordance with the ITIL framework.
Ensure tickets are addressed efficiently and with a focus on customer satisfaction.
Product Trainer
Teleperformance India
Indore
11.2019 - 09.2021
- New Hire TrainingDeliver comprehensive product and process training to new hire batches, ensuring they are well-equipped to meet performance standards.
Create and maintain training materials and resources to support knowledge retention and application.
- Shift BriefingsConduct pre- and post-shift briefings to communicate key updates, address concerns, and align the team on daily goals and priorities.
Foster an open and collaborative environment to encourage questions and feedback.
- Product Launch CoordinationAttend product launch meetings to stay informed about new offerings and updates.
Translate product information into actionable training sessions and materials for teams.
- Knowledge AssessmentOrganize and administer monthly product and process knowledge tests for tenure experts to ensure ongoing proficiency.
Analyze results to identify gaps and implement targeted training interventions as needed.
- Nesting Phase OversightMonitor the production and performance of nesting experts during their first 30 days on the floor.
Provide hands-on guidance, feedback, and support to ensure a smooth transition to full production roles.
Escalation Lead
Teleperformance India
Indore
11.2018 - 10.2019
- Cloud Services and Vendor Case Management: Handle billing and operational cases related to Azure, Office 365, and other vendor platforms.
Collaborate with customers, internal teams, and external vendors to resolve issues efficiently and within deadlines.
- Performance Monitoring and Coaching: Track and analyze the performance of experts through stack ranking metrics.
Provide clear guidance and actionable improvement paths to enhance individual and team outcomes.
- Client and Stakeholder Communication: Participate in weekly client calls, including performance reviews and calibration meetings, to ensure alignment on objectives and expectations.
Address and resolve customer and client escalations with professionalism and urgency.
- Feedback and Process Updates: Deliver daily feedback and communicate process updates to the team, ensuring consistency and clarity across operations.
- Insights and Reporting: Share monthly reports with clients, including top call drivers and details of pending ticket statuses, to provide transparency and identify areas for process improvement.
- Escalation Management: Handle escalations effectively by identifying root causes, implementing solutions, and maintaining strong relationships with customers and clients.
Technical Support Executive
Teleperformance India
Indore
01.2018 - 10.2018
- Managing the website released concern like domain, DNS, email hosting, VPN
- L1 Troubleshooting for problems related to Office 365
- Worked as a Cloud Marketplace Billing Specialist with different vendors like Microsoft, Dropbox
Medical Billing Analyst
Sun Knowledge
Kolkata
07.2017 - 12.2017
- Contacting the different Medical Insurance Company for processing the claim of different medical institution and Hospitals
- Following Up with the Insurance Company to re-process the failed claims on their portal by arranging the proper documents and rectify the mistakes on previous claims.
Technical Advisor
Wipro BPS
Kolkata
11.2016 - 05.2017
- Resolve technical issues related to Broadband and Router
Customer Service Executive
Teleperformance India
Indore
09.2015 - 08.2016
- Resolve technical issues related to Broadband, Router and Dial Up connections
Sr. Customer Service Executive
Jubilant Food Works Pvt Ltd
Kolkata
11.2012 - 05.2014
- My job is to take care of the entire outlet’s customer service as designated by my customer service manager & make sure the customer will give positive feedback about our company
Education
Bachelor of Science - BCA
Sikkim Professional University
GangtokSkills
Customer service
Customer retention
Customer account management
Revenue growth
Strategic planning
Stakeholder management
Problem-solving aptitude
Incident management
Escalation management
ITIL framework
Ticket management
Customer success management
ITIL framework expertise
Team collaboration
Documentation and reporting
Account management
Order fulfillment
Customer satisfaction
Client engagement
Pipeline management
Personal Information
- Father's Name: Mr. Narayan Chakraborty
- Date of Birth: 01/27/90
- Gender: Male
- Nationality: Indian
Timeline
Customer Success Manager
11:11 Systems India Private Limited
10.2021 - Current
Product Trainer
Teleperformance India
11.2019 - 09.2021
Escalation Lead
Teleperformance India
11.2018 - 10.2019
Technical Support Executive
Teleperformance India
01.2018 - 10.2018
Medical Billing Analyst
Sun Knowledge
07.2017 - 12.2017
Technical Advisor
Wipro BPS
11.2016 - 05.2017
Customer Service Executive
Teleperformance India
09.2015 - 08.2016
Sr. Customer Service Executive
Jubilant Food Works Pvt Ltd
11.2012 - 05.2014
Bachelor of Science - BCA
Sikkim Professional University