Saswati Soumya
+91 8280003405
[email protected]
https://www.linkedin.com/in/saswati-s-mohanty/
EXPERIENCE
Keka HR, Bengaluru, India — Senior Customer Success Manager
January 2022 - Present
● Build customer relationships and drive partnership and product adoption across India and Middle east region
● Conduct Quarterly Business Reviews for Enterprise customers
● Handled a portfolio of 50+ SME accounts with an ARR of 6.8 Mn
● Gained a deep understanding of customer experience, identified and filled product gaps that grew market
share, improved customer experience and drove growth.
● Increased renewal rates, drive adoption, improved customer customer satisfaction
● Collaborated with sales team to explore opportunities for cross selling and upselling
● Identified customer pain points and worked with product team on feature enhancement and development
● Identify opportunities for customer references, video/written testimonials
● Assisted customers in onboarding of the product along with solutioning, training and support during the initial
implementation phase
● Tools used - Intercom, Freshdesk, Hubspot, Tata Tele
● Awarded as Star Performer in four recent quarters
HDFC AMC, Hyderabad, India — Assistant Manager: Client Services & Operations
May 2017 - January 2022
● Managed a team of six for 2 years
● Managed end to end client interactions as a single point of contact.
● Error free tagging and resolution of queries/complaints within timelines
● Successfully managed stakeholder relationships for multiple projects, ensuring high-quality content and
creative assets.
● Led team with daily scrums meetings for know-how status and provided required support to teammates in
handling clients
● Coordinated with vendors, bankers and distributors for processing of mutual fund investments
● Involved in KYC processing and reporting of AML cases
● Conducted brain-storming sessions with cross functional teams to come to enhance the customer experience
● Organized in Investor and distributor awareness programs
EDUCATION
● KIIT School of Management, Odisha
Master in Business Administration in Marketing & Finance
May 2016 - May 2017
CGPA - 7.43/10
● KIIT University, Odisha
Bachelor of Technology in Electronics & Telecommunication
May 2012 - May 2016
CGPA - 7.4/10
● D.P.S, Odisha
High School - Science
May 2010 - May 2012
CGPA - 68.5/100
SKILLS
Customer Success Strategist, Churn Management, Renewals, Escalation Resolution, Upselling, Cross-selling, Team
Management, Solutioning, Business Reviews, Digital Adoption, Product Training and Demos, Cross functional team
collaboration, Client Relationship Management, Client Onboarding, Client Services, Proficient in CRM tool- Fresh desks
(Keka) & Talisma (HDFC), MS Office (Word, Excel and Powerpoint), Strong written and verbal communication.
