Travelling
Stelina Xavier
Customer Success Manager
Pune
Summary
Customer Success professional with 7+ years of experience in SaaS, managing global customer portfolios. Proven track record of driving adoption, renewals, retention, and value realization through structured onboarding, proactive engagement, and data-driven account management. Effective cross-functional partner to Sales, Product, and Support teams to consistently deliver customer outcomes.
Overview
10
10
years of professional experience
Work History
Customer Success Manager
SAS
Pune, India
11.2021 - Current
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Identified at-risk accounts through diligent monitoring and analysis, implementing corrective actions to prevent churn.
- Organized and led quarterly business reviews with top clients, showcasing product value and discussing future opportunities.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
- Facilitated successful renewals through diligent relationship management and proactive issue resolution.
Customer Satisfaction Manager
Smartbooqing
Pune, India
01.2018 - 11.2021
- Facilitated collaboration among team members to optimize problem-solving capabilities when addressing complex customer issues or complaints.
- Streamlined processes to ensure timely responses to customer inquiries, leading to higher overall satisfaction.
- Developed and led a high-performing team focused on delivering exceptional customer experiences.
- Collaborated with cross-functional teams to identify areas for improvement and implement solutions that directly benefitted the customers.
- Analyzed customer feedback data to identify key trends and areas needing improvement, driving continuous enhancements in service delivery.
- Reduced response times by implementing new support channels like live chat and social media engagement.
- Improved communication between departments by developing comprehensive guidelines for handling common concerns shared across different teams.
- Made customers aware of current and new programs and services via consistent release notes.
Senior Client Partner
Markets And Markets
Pune, India
01.2017 - 12.2017
- Enhanced revenue growth by identifying and pursuing new business opportunities among existing clientele.
- Collaborated with cross-functional teams to deliver comprehensive solutions for clients'' needs.
- Implemented effective client retention strategies for sustained revenue generation.
Business Development Executive
Cybage Software
Pune, India
10.2015 - 01.2017
- Responsible for hunting, and extensive research-backed lead generation.
- Exceeded meeting setup targets across all the quarters in 2016–2017.
- Managed pre-sales, research documentation, and supported the sales team in closing the deals.
- Generating leads via cold-calling, email marketing leveraging GTM (Go-to-market) intelligent platforms like ZoomInfo, ApolloIO etc
Education
MBA - Marketing
Vishwakarma Institute of Management
Pune, India 04.2001 -
Bachelor of Computer Science - Computer Science
Fergusson College
Pune 04.2001 -
Skills
Customer relationship building
Customer retention
Customer onboarding
Customer advocacy
Escalation Management
Accomplishments
- Gauged and mitigated churn risk of a Fortune 500 customer, retaining revenue of 1.5Mn USD
- Regarded consistent positive CSAT and NPS scores from customer surveys.
- Converted 25% of my portfolio to referenceable customers scoring Video Case Studies, Testimonials and Reviews
- Retained 100% NRR (Net revenue retention) with successful cross and upsells
Interests
Cooking
Watching movies
Timeline
Customer Success Manager
SAS
11.2021 - Current
Customer Satisfaction Manager
Smartbooqing
01.2018 - 11.2021
Senior Client Partner
Markets And Markets
01.2017 - 12.2017
Business Development Executive
Cybage Software
10.2015 - 01.2017
MBA - Marketing
Vishwakarma Institute of Management
04.2001 -
Bachelor of Computer Science - Computer Science
Fergusson College
04.2001 -