Trishagni Mahanta

• Assisted customers with onboarding and product setup to foster successful adoption and usage.
• Conducted periodic user training sessions to support customer understanding and product feature utilization.
• Collaborated with sales and product teams to address customer success objectives.
• Provide revenue forecasts based on the understanding of client accounts.
• Identify upsell and cross-sell opportunities within existing accounts.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Apart from the above mentioned pointers, I have been working along with the stakeholders of the company to enhance the Customer Success Process within the company.

• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Created and maintained comprehensive customer success documentation for internal and external use.
• Created customer support strategies to increase customer retention.
• Utilized customer feedback to inform changes and improvements to customer success plans.
• Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
• Streamlined and monitored quality programs to alleviate overdue compliance activities.
• Set aggressive targets for employees to drive company success and strengthen motivation.
• Assisted in organizing and overseeing assignments to drive operational excellence.

The role requires the management of inbound and outbound tickets, adhering to designated SLAs. These tickets were raised on the SALESFORCE platform when prospects or customers seek technical support or have questions about our products. Proficient communication skills are essential to address these queries, establish rapport, and gain a clear understanding of the issues at hand. This position heavily relies on teamwork, quick thinking, and a touch of humor to ensure that each customer receives the precise assistance they require.