Suprit Dutta
Customer Success Manager
Bengaluru
Summary
Experienced Customer Success Manager with demonstrated history of managing End to end customer life cycle both Indian and International Client,Driving Revenue Management, Increase Platform Adoption, Business Reviews and Maintaining the overall Health of Accounts.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
Work History
Customer Success Manager
Disprz (Heuristix Digital Technologies Private Limited)
4 2022 - Current
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Facilitated successful renewals through diligent relationship management and proactive issue resolution.
- Implemented effective communication strategies that fostered long-lasting connections with customers.
- Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Managed a portfolio of USD 500K which included Enterprise account from Indian Region
- Interacted with Client POC's including CHRO on various L&D initiatives and how they can leverage Disprz for the same.
Customer Success Manager
Talview Inc (AIWF Technologies Pvt Ltd)
2020.04 - 2022.04
- Primary point of contact to key customer stakeholders and ensuring their success
- Guide the customer with onboarding, adoption, and solution the platform as per the customers' requirements
- Maintaining high levels of engagement throughout the life cycle of the customer and seeking feedback at every point
- Managed a overall portfolio of USD300K ARR
- Managed Accounts from India, Southeast Asia and Australia
- Supporting customers proactively to successfully use and operationalized the platform
- Collaborating with internal stakeholders across sales, engineering, product, and analytic to ensure all customer queries are addressed in a timely manner
- Identify business opportunities to gain experience in the revenue of the organization within existing customers
- Monthly and quarterly credence with the customer to streamline the process
- Keeping the customer aware of upcoming platform features
- Revenue and account retention
- Key source of customer feedback on the product and the solution for our product as well as marketing function
- Worked on ATS Integration & Implementation
- Firsthand with CRM, Slack, Jira, Hubspot & Freshdesk tools
- Identify the opportunity of up selling and cross sell and close the same with the help of Sales team
- Drive the renewal and bring it to the closure in collaboration with sales team
- Collecting customer review and testimonial from the customer
- Updating the customer journey in Sucess4 tool
- Drive individual KR's aligned with Organization's KR.
Operations Lead
Jamcracker Software Technologies Pvt LTD
2018.10 - 2020.04
Escalations Engineer Level2
Jamcracker Software Technologies Pvt LTD
2017.04 - 2018.09
Level 2 Support Engineer
Jamcracker Software Technologies Pvt LTD
2013.06 - 2017.04
Client Support Associate
Dell International Services
2010.08 - 2013.06
Senior Associate
Wipro BPO
2008.01 - 2010.02
Education
Bachelor of Arts -
Monad University
New Delhi 2010.01 - 2013.01
Skills
Account management, Client Servicing, Revenue Retention, SAAS, Strategic Planning, Client Relations, Customer Account Management, Stakeholder Management, Customer Needs Assessment, Customer Advocacy, Revenue Growth, Account Management, Project Planning
Accomplishments
- Best Agent of the quarter Q1 FY13, DELL
- Best Agent of the month, Feb Q1 FY13, DELL
- Best Agent of the month, May Q2 FY13, DELL
- Best Team Performer in Q4 FY12 and Q1 FY13, DELL
- Appreciation from the CEO of Jamcraker.
- Appreciation from the Customer on delivering the account way before the defined SLA, TALVIEW
- Successfully Launched a pilot project of Talview which involved Live Proctoring of candidates taking online assessments.
- Manged to Achieve 0 churn for the entire FY 22-23
Personal Information
- Father's Name: Sumit Dutta
- Date of Birth: 10/10/89
- Marital Status: Married
Languages
Assamese, Bengali, English, Hindi
Timeline
Customer Success Manager
Talview Inc (AIWF Technologies Pvt Ltd)
2020.04 - 2022.04
Operations Lead
Jamcracker Software Technologies Pvt LTD
2018.10 - 2020.04
Escalations Engineer Level2
Jamcracker Software Technologies Pvt LTD
2017.04 - 2018.09
Level 2 Support Engineer
Jamcracker Software Technologies Pvt LTD
2013.06 - 2017.04
Client Support Associate
Dell International Services
2010.08 - 2013.06
Bachelor of Arts -
Monad University
2010.01 - 2013.01
Senior Associate
Wipro BPO
2008.01 - 2010.02
Customer Success Manager
Disprz (Heuristix Digital Technologies Private Limited)
4 2022 - Current
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