Saumya V.

Experience

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  Hyatt Hotels Corporation

  May 2017 - Jul 2017

  Internship
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  BYJU'S

  Nov 2018 - Apr 2021

  Customer Success Specialist

  Performance Analysis & Reporting: Analyzed customer usage patterns and presented insights to clients, showcasing how product features aligned with their business goals, which led to a 95% satisfaction rate and frequent upsell opportunities.Adoption & Engagement Programs: Initiated customer success campaigns and adoption programs that included webinars, live Q&A sessions, and newsletters, increasing active usage rates by 30%.Performance Analysis & Reporting: Analyzed customer usage patterns and presented insights to clients, showcasing how product features aligned with their business goals, which led to a 95% satisfaction rate and frequent upsell opportunities.Product Training & Enablement: Conducted in-depth product training sessions, enhancing user proficiency and reducing implementation times by 25%, which accelerated time-to-value for new clients.Customer Advocacy & Retention: Developed and maintained customer advocacy programs, cultivating client relationships that led to strong referrals and case studies, increasing new client acquisition through referrals by 20%. عرض أقل

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  Evince Development

  May 2021 - Jun 2023

  Customer Success Manager

  Value-Based Communication: Regularly conducted quarterly business reviews (QBRs) with stakeholders, presenting ROI analyses and product impact metrics that highlighted value, driving a 30% improvement in customer engagement scores.Strategic Account Management: Managed a portfolio of 50+ key accounts, developing tailored success plans and KPIs that aligned with client goals, which increased client renewal rates by 25%.Feedback Loop Establishment: Established a structured process to gather, prioritize, and relay customer feedback to the product team, leading to the successful rollout of five new product features that directly addressed user pain points.Data-Driven Optimization: Leveraged customer data to drive decision-making, helping clients utilize advanced product features, resulting in a 40% improvement in feature adoption rates.Support Escalation Management: Acted as an escalation point for critical customer issues, coordinating between technical support and development teams to resolve issues swiftly, which led to a 50% decrease in time-to-resolution.Team Leadership: Led a team of 5 Customer Success Specialists, overseeing performance, providing mentorship, and aligning team activities with customer success objectives for USA-based clients, ensuring efficient cross-timezone collaboration. عرض أقل

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  Talixo

  Jun 2023 - Oct 2024

  Customer Success Consultant

  Customer Onboarding & Training: Led comprehensive onboarding and training for over 300 enterprise clients, ensuring seamless adoption of SaaS platforms and achieving an industry-leading 95% product activation rate within the first 30 days.Customer Health Monitoring: Utilized data-driven health scoring to monitor client satisfaction and engagement, identifying at-risk accounts and implementing proactive strategies to prevent churn, resulting in a 20% increase in customer retention.Customer Relationship Management: Acted as the main point of contact for high-value clients, providing personalized support and regular business reviews, which improved net promoter scores (NPS) by 30%.Upselling & Expansion: Identified opportunities for upselling and cross-selling additional features and services by analyzing customer needs, resulting in a 15% increase in annual recurring revenue (ARR).Cross-Functional Collaboration: Collaborated with product, sales, and marketing teams to ensure customer feedback was effectively integrated into product updates and roadmap, reducing customer-reported issues by 40%. عرض أقل