Tanushree Samant
Client Success Manager and Operations
Mumbai
Summary
Professional with many years in building and furthering client relationships. Successful at boosting portfolio growth, client retention, and customer satisfaction using consultative and personable approach. Strong team member focused on collaborating with internal teams and taking part in cross functional activities.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
B2B-Client Servicing Manager & Operations
1to1help.net Pvt Ltd
9 2022 - Current
- Developed strong relationships with clients through regular communication and excellent customer service.
- Analyzed performance metrics to identify areas for improvement in service delivery and internal operations.
- Increased client retention by providing personalized support and prompt resolution of issues.
- Evaluated client feedback to continuously improve service offerings and exceed expectations.
- Developed compelling proposals for potential clients, resulting in increased contract wins.
- Identified opportunities for cross-selling additional services within existing accounts.
Client Servicing and Operations
Amaha Pvt Ltd (Formerly InnerHour Pvt Ltd)
08.2021 - 06.2022
- Amaha is a platform committed to promoting emotional and psychological health and well-being
- At Amaha I have been handling the B2B side of the business with around forty-eight clients under me
- Right from creating a process for the launch of new clients and onboarding them smoothly are among the vitals of the role
- Assuring the client with the right serving points and helping the SPOCs and the companies' HR directors to create various engagement strategies and more having more traction on Amaha's mobile application
- Sharing reports and also having a cross-functional role internally in delivering the overall outputs efficiently is the major functionality of my role
- Conducted market research to stay informed about industry trends, enabling more strategic advice for clients
Customer Success and Business Operations
UpGrad Education Pvt Ltd
05.2020 - 04.2021
- Onboarding all learners in my batch and getting them acquainted with the functionality of the complete program
- Understanding the expectations of all candidates from the program and mentoring them to help them achieve their goals
- Keeping them motivated by analyzing their performance and proposing interventions to improve lagging metrics
- Handling all the events by working closely with the program team, content team, delivery team, and sales team and driving the schedule for the maximum benefit of the candidates
- At upGrad I handled about 680 plus learners (clients) and also mapped their overall progress in the course they have signed up for
- Helping them with special requests such as assisting a call with the faculty from the university and clarifying their doubts was a part of this role
- I was also responsible for repeat businesses and adding testimonials from the learners for the website or LinkedIn page.
Senior Academic Consultant
UpGrad Education Pvt Ltd
10.2018 - 05.2020
- I started my journey here as an Academic Consultant for a Strategic Digital Marketing course from Cambridge business school
- After 3 months I was shifted to a Digital Marketing course from MICA and then was also counseling a Product Management from Duke Corporate Education and MBA from LJMU and Deakin University.Understanding the precise Product knowledge and counseling working professionals and suggesting the right course according to their profile with a possible conversion was my key responsibility
- In this span of the sales cycle, I also helped the prospects with the available loan options and their finance to cover up the course fees.
Business Development Manager
WeBind
12.2017 - 09.2018
- WeBind is completely into Digital Marketing Training for working professionals and my role here was to achieve growth and hit sales targets by successfully managing the sales team
- Implementing a strategic sales plan that expands the company's customer base and ensures its strong presence
- I also did a generous amount of Social Media Marketing and budgeted the social media campaign to create leads for the Digital Marketing course WeBind offered
- Managing recruiting, coaching, and performance monitoring of sales representatives along with Profit and loss sheets was a major part of my KRA.
Senior Academic Consultant
The Digital Marketing Training Institute (DMTI)
02.2015 - 12.2017
- The Digital Marketing Training Institute now known as ADMC is an Institute for various courses in Digital Marketing catering to working professionals
- My role here was to establish a relationship of trust and respect with clients which could help in a possible conversion
- Actively listening was an important part since the working professionals came with an adequate amount of years of work experience in various fields and suggesting them the right course according to their profile was a major key responsibility.
Fare Auditor
WNS Global Service Pvt. Ltd
09.2013 - 09.2014
- In WNS,I used to work in the Revenue Recovery Department for Malaysian Airlines where I worked on various options like Exchanged tickets, refunded tickets, unpublished & published fares
- The major role here was to audit the issued tickets by the Travel Agencies or other travel dealers and claim the revenue to the company/Airline.
Education
Bachelor's in English in literature -
SNDT University, Mumbai
Mumbai, Maharashtra 03.2015 - 05.2019
Skills
Retention Management
Renewal Retention
Operations Management
Cross-Selling
Upselling
Renewals
Client Relations
Account management
Sales & Presales
Microsoft office
Onlineprofile
https://www.linkedin.com/in/tanushree-samant-a14476b6/
Personal Information
- Industry: Business Operations, Client Service, Education & Fitness and Mental wellness
- Date of Birth: 06/20/94
Languages
English
Hobbies
Traveling makes me step outside my comfort zone and learn new things. Flexibility and adaptability are among the most important key learnings. Saving those memories and decorating them is why I love working on videos and creating content.
Timeline
Client Servicing and Operations
Amaha Pvt Ltd (Formerly InnerHour Pvt Ltd)
08.2021 - 06.2022
Customer Success and Business Operations
UpGrad Education Pvt Ltd
05.2020 - 04.2021
Senior Academic Consultant
UpGrad Education Pvt Ltd
10.2018 - 05.2020
Business Development Manager
WeBind
12.2017 - 09.2018
Bachelor's in English in literature -
SNDT University, Mumbai
03.2015 - 05.2019
Senior Academic Consultant
The Digital Marketing Training Institute (DMTI)
02.2015 - 12.2017
Fare Auditor
WNS Global Service Pvt. Ltd
09.2013 - 09.2014
B2B-Client Servicing Manager & Operations
1to1help.net Pvt Ltd
9 2022 - Current
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