Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Hi, I’m

Upasana Thapar

Customer Success Director
Upasana  Thapar

Summary

Passionate about solving complex customer challenges by driving consultative and data driven conversations. Adept at forging robust client partnerships, understanding distinct needs, and tactically applying solutions for optimal results.

Skilled in guiding high-achieving customer success teams and setting up best practices to drive impactful customer experience.

Overview

9
years of professional experience

Work History

Altudo
New Delhi

Director Customer Success
04.2023 - Current

Job overview

  • Working closely with organizational leadership in creating an operations strategy for driving a profitable Customer Success business unit across products
  • Overseeing the Book of Business (BoB) for five products, contributing to a combined revenue exceeding $3 million
  • Heading an eight-member team, responsible for steering business outcomes and facilitating individual growth trajectories within the team

Altudo
New Delhi

Associate Director Customer Success
10.2021 - 04.2023

Job overview

  • Headed teams comprising up to five team members, overseeing their daily operations, training initiatives, and performance enhancement programs.
  • Developed and executed standardized best practices, resulting in a notable year-over-year improvement of 20%.
  • Consistently exceeded the assigned Upsell targets for six consecutive quarters as part of a high-performing team.
  • Took ownership of partner relationship management for Similarweb and Sprout Social.
  • Pioneered the development of the go-to-market (GTM) strategy for Sprout Social's Partnership from inception
  • Launched and successfully executed ABM campaigns in collaboration with the marketing team, significantly contributing to achieving 30% of the upsell targets and 15% of the cross-sell targets.

Altudo
New Delhi

Customer Success Manager
05.2020 - 10.2021

Job overview

  • Managed the complete customer experience for more than 50 clients, resulting in a combined revenue of $680,000.
  • Offered strategic market and brand insights to clients, aiding them in the development of their digital strategies.
  • Earned recognition as the top performer of the month on two occasions for consistently surpassing assigned targets.


Meltwater India
New Delhi

Sales Consultant
04.2017 - 04.2019

Job overview

  • Advised clients on formulating social strategies by leveraging market intelligence-driven insights.
  • Solely managed onboarding operations for the Indian Subcontinent, including Myanmar and Sri Lanka.
  • Instrumental reduced the first-year churn rate by 15% and elevated engagement levels to 100%.
  • Played a key role in increasing the client value of 'Star India' by 60% within just three months of their partnership initiation.
  • Led end-to-end sales efforts with C-level executives in the marketing and communications field
  • Secured notable client acquisitions, including Marks & Spencer, Star TV, and UN Sri Lanka, resulting in revenue generation exceeding USD 55,000.

Zomato
New Delhi

Advertising Sales Manager
07.2014 - 01.2016

Job overview

  • Successfully acquired and oversaw key accounts in the North and West Delhi region, resulting in revenue generation exceeding USD 30,000 and a 30% growth in the revenue base.
  • Managed the complete client lifecycle, encompassing acquisition, upselling, and renewals.
  • Provided mentorship to a team of five new recruits, guiding them through comprehensive product and pitch training.

Education

S P Jain School of Global Management
Dubai, Sydney, Singapore

Global Master of Business Administration from Contemporary Marketing Management
05.2019 - 2020.05

University Overview


  • President of the Academic committee and Global learning committee (only student from the batch leading too committees)
  • Winner of the 3rd semester Global learning project where we worked with CISCO to explore new smart city project opportunities in APAC and devise a go to market strategy

Kamala Nehru College, Delhi University
New Delhi

Bachelor of Commerce
05.2011 - 2014.05

University Overview

  • Vice President of the Commerce Committee of the College
  • Member of the Debating Society. Represented the college in many Parliamentary Debate competitions

Skills

    Consultative Selling

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Accomplishments

Accomplishments
  • Attained the fastest managerial promotion from Customer Success Manager to Associate Director at Altudo
  • Member of the Deans list for 2 consecutive semesters at SP Jain Global (MBA)
  • Documented and implemented Customer success Processes at Altudo which improved YoY growth by 20%

Timeline

Director Customer Success
Altudo
04.2023 - Current
Associate Director Customer Success
Altudo
10.2021 - 04.2023
Customer Success Manager
Altudo
05.2020 - 10.2021
S P Jain School of Global Management
Global Master of Business Administration from Contemporary Marketing Management
05.2019 - 2020.05
Sales Consultant
Meltwater India
04.2017 - 04.2019
Advertising Sales Manager
Zomato
07.2014 - 01.2016
Kamala Nehru College, Delhi University
Bachelor of Commerce
05.2011 - 2014.05
Upasana ThaparCustomer Success Director