Supriya Dutta
Puruliya
Summary
Experienced Customer Success Manager with a track record of 7+ years driving customer satisfaction and operational excellence. Skilled in de-escalating challenging situations and balancing competing priorities for outstanding results. Known for collaborative and consultative approach, exceptional communication skills, and multitasking ability. Thriving at Experience.com, a leading SaaS platform specializing in reputation management, listings, and web analytics, where expertise enhances customer experiences and supports business growth.
Overview
8
8
years of professional experience
Work History
Customer Success Manager
Experience.com
08.2023 - Current
- Managing 40 Enterprise accounts with an ARR of approximate 690,000 USD.
- Assist customers with onboarding and product setup to foster successful adoption and usage.
- Conduct weekly, bi-weekly and monthly check-ins with the clients to review their accounts and discuss business improvement and consult them on the platform's best practices .
- QBRs and EBRs on or before time.
- Average upselling of $19,000 per quarter by finding opportunities as per client's business needs.
- Handling CSM change requests for the escalated clients.
- Helping team in reducing churn rate and building strategies to drive retention.
- Maintaining positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Utilized customer feedback to inform changes and improvements to customer success plans.
Process Specialist (Customer Success Manager)
Infosys BPM Ltd.
08.2022 - 08.2023
- Helped non-enterprise customers with subscription related queries via email, calls and chats.
- Onboarded and handled more than 50 Enterprise Webex accounts.
- Resolved customer's queries and provided knowledge about product and retained customers to ensure no churn. Also did upsell and cross-sell.
- Closely working with the cross functional team to resolve customer's technical issues, invoice dispute, cancellation and refund issues etc
- Handled client escalations and urgent cases.
- Salesforce CRM end user.
Senior Customer Service Associate (Customer Success Role)
Accenture Solutions Pvt. Ltd.
04.2021 - 07.2022
- Communicated, trained, provided assistance to users (internal/external) and pre-sales.
- Connected with the customers and helped them with their queries regarding the SAAS software.
- Retained customers and also did upselling.
- Worked on urgent cases and escalations with the leads closely.
- Worked for customer's 100% satisfaction.
Senior Associate
Wipro Limited
04.2019 - 04.2021
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely. (Windows OS, Mac OS, printer troubleshooting etc.)
- Helped customers set up new systems, applications and software.
- Diagnosed system and software malfunctions, guiding users through step-by-step solutions.
- Handled escalations.
Senior Customer Service Associate
Xplore Tech Services Pvt. Ltd.
04.2017 - 03.2019
- Contacting customer's via call and conducting marketing survey accurately.
Education
Bachelor of science (Hons) - Environmental Science Honours
Asutosh College, Kolkata
2017
Class XII -
J.G.H.S, Purulia
2010
Class X -
J.G.H.S, Purulia
2008
Skills
- Customer retention
- Customer advocacy
- Negotiation expertise
- Customer account management
- Product knowledge
- Upsell & Cross-sell
- Exceptional communication and Customer relationship building
- Cross-Functional collaboration
- CRM software (Salesforce)
- SAP(HANA) end user
- Advance knowledge of Windows OS and troubleshooting
Accomplishments
- Earned recognition from management for consistently achieving successful contract renewals, driving upselling and cross-selling opportunities, and effectively retaining high-priority, escalated customers.
- Acknowledged by management for achieving 100% customer satisfaction at Infosys.
- Awarded for exceptional performance at Accenture.
- Recognized by management as a star performer at Wipro.
Hobbies and Interests
- Dancing
- Singing
- Playing badminton
- Travelling
- Communicating with people from different places in the world
Extra Curriculum
- Paramedical health worker course
- Graphics and web designing
- Waste disposal management
- Shotokan karate (Green belt)
- Katthak dance form
Languages
English
Timeline
Customer Success Manager
Experience.com
08.2023 - Current
Process Specialist (Customer Success Manager)
Infosys BPM Ltd.
08.2022 - 08.2023
Senior Customer Service Associate (Customer Success Role)
Accenture Solutions Pvt. Ltd.
04.2021 - 07.2022
Senior Associate
Wipro Limited
04.2019 - 04.2021
Senior Customer Service Associate
Xplore Tech Services Pvt. Ltd.
04.2017 - 03.2019
Class XII -
J.G.H.S, Purulia
Bachelor of science (Hons) - Environmental Science Honours
Asutosh College, Kolkata
Class X -
J.G.H.S, Purulia
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