Description

Personal Profile

Experienced customer success/customer service professional with expertise in delivering exceptional customer experiences.

Skilled in customer service, customer onboarding, knowledge base content creation, developing processes and workflows, and upsell-cross-sell.

Proficient in customer data analytics to optimize strategies and personalize interactions.

Familiarity with tools like HubSpot, Salesforce, Freshworks, and Intercom to streamline customer interactions.

Committed to fostering long-term customer relationships and driving business growth.

Fully capable of project managing your customer service/success initiatives from start to finish

Languages

English
Native or bilingual
French
Conversational
Hindi
Fluent

Workplace preferences

Can work on-site

Clermont-Ferrand (up to 50km)

Strapi.io
Customer Success Manager
DIGITAL AND IT
November 2021 - August 2022 (9 months)
Paris, France
-Maintained customer relations over the lifecycle for over 50 existing and around 10 new enterprise customers (total > 1M ARR) by employing a predictive approach
-Carried out CRM Automation for tracking, and reporting customer data to include automated workflows for communication.
-Streamlined onboarding, enhancing satisfaction and reducing time to value.
-Created Dashboards, Reports to analyze customer behavior for marketing and personalized communication based on High, Low, and Tech touch models.
StoryXpress.co
Customer Success Executive
DIGITAL AND IT
July 2020 - December 2020 (6 months)
Clermont-Ferrand, France
-Customization of the Knowledge Base to significantly decrease the influx of customer queries, increase the time to close B2C sales with low-touch customers
-Creating and maintaining KPIs-MRR%, Customer Churn%, CS Trackers, Sales Pipelines for Up-sell & Cross-sell opportunities, Customer Segmentation
-Creating Customer Engagement Record Log, and User Onboarding workflows.
-Consistently responded to a wide range of customer inquiries and efficiently managed support calls.
Intandemly Technologies
Customer Success Executive
DIGITAL AND IT
September 2017 - December 2018 (1 year and 4 months)
Hyderabad, India

-Post Sale Product Adoption Specialist
-On-boarding the stakeholders and Demo Calls with Clients
-Customer Engagement throughout the Customer Lifecycle
-Creating, evaluating, and maintaining Customer Success Metrics
-Continuous Improvement of NPS benchmarks (Average of 4.8/5)
-Increase and maintenance of average customer satisfaction score (>95% 5 Star Reviews)
-Consistently responded to a wide range of customer inquiries and efficiently managed support calls.