Subhalaxmi Jena

Customer Success Manager

Customer Success Manager with 6 years and 8 months of experience driving client satisfaction and
retention. Known for a proactive and adaptable approach to problem-solving. Committed to continuous
learning and professional growth, I bring a strong work ethic, decisiveness, and a results-oriented
mindset to every project. Adept at managing multiple priorities and meeting strict deadlines while
fostering strong client relationships and delivering exceptional service.

[email protected] 8699135090

linkedin.com/in/subhalaxmi-jena-854676193 subh6810.github.io/my_portfolio

WORK EXPERIENCE SKILLS

Customer Success Manager Problem Solving
Reve Systems
⁠Cross-functional coordination
09/2023 - Present, Hyderabad
SaaS-based B2B company
People Management
Achievements/Tasks
Drive retention and growth among our most valuable customers by understanding Product Documentation
their business needs and helping them succeed.
Identify opportunities for customers to act as REVE Chat advocates (e.g. Artificial
testimonials, case studies, Newsletter) intelligence/Conversational AI

Preparing customised AI chatbots to cater to the unique requirements of each KPI monitoring (CSAT, MRR, NPS,
customer's business. CES)
Collaborate closely with Sales to support pilot customers, renewals, and expansion
opportunities. Data analysis and reporting

Represent the voice of the customer to inform our sales process and product User testing co-ordination
roadmap Business and communicating with customers about their adoption trends,
sentiment. Key performance indicators
Led initiatives to integrate AI chatbots with various platforms and applications, analysis
resulting in a 20% increase in user satisfaction.
CRM Software proficiency
Client Regions: USA, South America, UK, APAC, EMEA, Middle East
Tech Software proficiency
Customer Success Manager
Jugnoo SaaS platforms familiarity
08/2019 - 05/2023, Chandigarh Client Relationship
SaaS-based B2B company Management
Achievements/Tasks
Communicating with the clients and ensuring proper feedback regarding the product Escalation & Renewal
that benefits the organization, account development, nurturing the client. management
Track status for renewal commitment and proactively reach out to customers as
Contract negotiation
required. Own overall relationship with the clients, which includes increasing
adoption, ensuring retention, and satisfaction.
Customer retention strategies
Work as an onboarding specialist for smooth onboarding and help complete all third-
party requirements. Customer onboarding processes
Keep a detailed record of quality and imperfect features, to find repetitive product
Complaint handling expertise
issues to include in the product enhancement. Managing program risks, issues and
changes in product plan to reduce delivery timeline by 40%.
Business Analysis
Introduced training programs, a knowledge base, reference manuals, and videos.
Handle Cross-selling and product/feature adoption.
Closely involved in customer concerns, and works closely with the project
management teams on prioritizing tasks and managing customer escalations.
Developed strategies for churned accounts & Maintained consistent track record of
95% MRR renewal rate.
Client Regions: USA, South America, UK, APAC, EMEA, Middle East, West Africa.

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 WORK EXPERIENCE TECHNICAL
SKILLS
Quality Assurance Engineer
Jugnoo Microsoft Office (Excel, Word,
09/2016 - 02/2018, Chandigarh Ppt)
Achievements/Tasks
Software testing of different types of verticals: Rides, Delivery orders, Marketplace, CRM: Freshdesk, Salesforce,
Bike Rental, and Shuttle. JIRA

Analyzing software failures, making them reproducible, report bugs via Jira. HTML, CSS MySQL
Work using an agile development process and maintain status in JIRA
Javascript Postman
Expert in test case development, test execution, test management, and test status
reporting.
Work closely with Scrum team members to clarify requirements to provide feedback
on design, both functional and technical. EDUCATION
Identify test cases from Acceptance Criteria for the User Stories, estimate work and
participate in design reviews. EDUCATION B.E -
Work closely with the customer and the project team to understand the Electrical Engineering
requirements. Einstein Academy of
Perform test execution using test management tools. Technology And
Document defects using the project’s defect management tools. Management
04/2010 - 04/2014,

PERSONAL PROJECTS Higher Secondary

Education
Introduced Helpdesk Software (10/2022 - 11/2022)
It helps to streamline tickets replaced with the chat system which provides greater turn Indravati Project College
around time 02/2008 - 02/2010,

Portfolio webpage (08/2023)

Developed a Portfolio webpage using HTML, CSS and Javascript. Secondary School
Education
Indravati Project
ACHIEVEMENTS HighSchool
04/2007 - 04/2008,
Employee of the Quarter (04/2023 - 04/2023)
I have received the prestigious Employee of the quarter award.

Employee of the Month (08/2021 - 08/2021)

I have received the prestigious Employee of the Month award. LANGUAGES
English
CERTIFICATES Full Professional Proficiency

Hindi
The Complete Salesforce Certified Administrator Course Native or Bilingual Proficiency
It helps to nurture relationships with customers and reach their expectations.

Salesforce Essential Training

It helps to a 360-degree view of your complete sales cycle and pipeline of project management. INTERESTS
Scrum: The Basics
It helps to maintain transparency of communication throughout the continuous progress of a Singing Reading
project.

Certified Tester - Manual with Automation by Q-Spider. Sketching Travelling

Ability to identify and resolve customer issues through a data-driven approach that focuses on the
customer journey and on building positive relationships between customers and the business. Playing guitar

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