Mritunjay .

Experience

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  MANTRA EVENTS AND PROMOTIONS PRIVATE LIMITED

  Sept 2015 - Feb 2016

  Volunteer

  Auto Expo - The Motor Show 2016

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  BYJU'S

  Jan 2017 - May 2024

  As a Customer Success Manager (CSM), I led a 20+ member team responsible for onboarding SaaS products such as Aakash, Epic, Tynker, Osmo, and Whitehat Junior.Key achievements include:Improved customer satisfaction and problem-resolution capabilities, leading to a 14% increase in retention rates (from 38% to 52%).Optimized account management processes, contributing to 14 Crore INR in annual turnover growth.Achieved a 75% renewal rate and secured contract extensions through exemplary customer engagement and support.Led team training initiatives, improving performance and product adoption, resulting in a 40% increase in actionable insights on churned customers via Root Cause Analysis (RCA).Maintained an 8.5 Net Promoter Score (NPS) and elevated the Customer Satisfaction (CSAT) score from 71% to 95% through proactive monitoring and regular performance reviews.By focusing on strategic initiatives and continuous improvement, I ensured enhanced customer interactions and long-term success. Show less Led the onboarding of Aakash-Byju's Classroom centers to the Central Retention Team CRM (Salesforce & Zendesk), optimizing processes with SOPs and utilizing CRM systems to track customer interactions, monitor account health, and identify upsell opportunities. Implemented a successful customer retention strategy that increased retention rates by 9% across all centers. Conducted webinars to enhance B2B & B2C customer collaborations, tailored resolutions, and demonstrated effective communication and negotiation skills, particularly with high-risk customers. Additionally, conducted regular business reviews with key accounts, resulting in a 30% increase in upsell and cross-sell revenue. Oversaw key client accounts, adeptly handling social media and legal issues to decrease consumer complaints by 45% and improve customer satisfaction. Achieved an exceptional Net Promoter Score (NPS) of 9 in a B2B environment, reflecting the success of customer-centric strategies and initiatives. Show less ~Implemented customer-centric strategies and initiatives to optimize touchpoints,fostering long-term customer loyalty by identifying pain points and achieving a20% increase in overall customer satisfaction scores within 6 months.•Developed and executed customer engagement strategies, such as personalizedemail campaigns and targeted surveys, leading to a 15% improvement in customerengagement metrics.•Maintained accurate customer records for 80+ accounts and updated database toensure effective communication and follow-ups. Show less

  • Senior Associate Manager - Customer Success

    Dec 2021 - May 2024

  • Manager- Customer Success

    Dec 2019 - Feb 2022

  • Associate - Customer Experience

    Mar 2019 - Dec 2019

  • Business Development Associate | Inside and Direct Sales

    Jan 2017 - Mar 2019
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  NeoDove

  May 2024 - now

  Head of Customer Success

  Business ManagementManaged a book of business worth ₹73 Lakhs ($87K) in monthly recurring revenue, leading a high-performing team of 35 SaaS specialists, including 4 managers, to drive customer success, account growth, and overall client satisfaction.Team Specialization & GrowthEstablished specialized teams for Onboarding, Activation, and Engagement, resulting in a 50% reduction in onboarding time, 35% increase in product adoption, 20% decrease in customer churn, and 15% growth in upsell and cross-sell revenue for value-added services (VAS).IVR System ImplementationImplemented an IVR call-setup and tracking system, improving IVR pick rates from 40% to 68%, enhancing overall customer service efficiency.First Call Resolution (FCR) ImprovementIncreased FCR from 35% to 63% by streamlining complaint resolution processes, enhancing service quality and customer satisfaction.Operational Efficiency BoostDeveloped and consolidated a comprehensive resource suite (Retention Manual, Playbooks, Knowledge Articles, Client Satisfaction Surveys, and SOPs), leading to a 28% increase in operational efficiency.Productivity & Retention ImprovementReduced absenteeism by 11%, boosting team productivity, ensuring consistent customer support, and achieving a 15% increase in customer satisfaction and retention rates. Show less