Susmita Das
Customer Success Manager
Bangalore,KA
Summary
Experienced individual with more than 9 years of experience in customer and vendor management. Skilled in working in a dynamic work environment and adapting to new situations and challenges to best enhance the organizational brand.
Overview
10
10
years of professional experience
3
3
Languages
Work History
Manager
Plum
Bengaluru, India
06.2021 - Current
- Leading a team of 10 members responsible for delivering seamless onboarding of organizations and maintain NPS of over 8.7
- Level 3 escalation POC for customer grievances
- Successfully developed Standard Operating Procedures for the team during the early stage of the organization
- Succesfully reduced onboarding turnaround time from 40 days to 25 days by implementing team pod structures and aligning vendors on deliverables
- Collaborate with the Product team to prioritize feature requests and enhance internal tool functionality to increase team efficiency
- Played a key role in implementing Salesforce for the onboarding team & ensured a smooth transition from the former CRM
- Lead communication, escalations, and process changes with insurance partners, fostering strong relationships for efficient policy issuance
- Conduct weekly and monthly cadence calls with insurers, focusing on areas of improvement and streamlining processes and faster delivery
- Mentor junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Customer Success
EagleOwl
Bengaluru, India
02.2020 - 03.2021
- Ensure smooth client onboarding and implementation of the Software
- Served as the primary point of contact for 95 restaurant outlets, providing support, training, and implementation assistance.
- Streamlined internal support ticket processes by implementing intercom in the software
- Visit clients to maintain relationship, take feedback for tool enhancements and increase tool adoption
- Developed SOPs and implemented them for improved operational efficiency
- Prepared monthly reports for clients to enhance system performance and hygiene and increase profits
- Coordinated with the product team to address customer pain points and enhance product features.
- Executed marketing initiatives, including publishing company newsletters and social media presence
Guest Delight Team Lead, Support & Sales
TreeboHotels
Bengaluru, India
06.2016 - 01.2019
- Team lead for Sales and Support; involved in driving sales by generation of new leads for the business
- Handled customer escalations and provided floor support on a daily basis.
- Conducted training sessions for new team members and regular one-on-one meetings.
- Managed training and quality processes across departments to improve business operations.
- Implemented Standard Operating Processes (SOPs) to ensure seamless business functions.
Vendor Management
LocalOye
Bengaluru, India
06.2015 - 04.2016
- An active role in the day to day Vendor Acquisition for the firm which helps in the overall growth of the business
- Contributed to the launch of LocalOye in a new city, from inception to application launch
- Provided training and mentorship to new employees and streamlined onboarding procedures through SOP creation
Technical Account Manager
Amazon.com
Bengaluru, India
02.2014 - 06.2015
- Account Management of merchants and vendors which helps in Cash Management and generation of new leads for the business
- Provided prompt and accurate operational support to merchants via email & chat in a high-volume processing environment
- Ensured compliance with Service Level Agreements and industry standards, contributing to enhanced productivity and quality
- Won awards in 2 quarters for resolving the highest number of queries with maximum NPS
Education
M.S Communication -
Christ University
B.A in Sociology -
Lady Brabourne College, Calcutta University
Personal Information
Date of Birth:05-Jul-1990
Timeline
Manager
Plum
06.2021 - Current
Customer Success
EagleOwl
02.2020 - 03.2021
Guest Delight Team Lead, Support & Sales
TreeboHotels
06.2016 - 01.2019
Vendor Management
LocalOye
06.2015 - 04.2016
Technical Account Manager
Amazon.com
02.2014 - 06.2015
M.S Communication -
Christ University
B.A in Sociology -
Lady Brabourne College, Calcutta University
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