Customer Success Manager
Resume:
SMS Magic - Customer Success Manager February **** -
present
Account and Relationship Management of all the property partners in Australia right from Onboarding to Operations.
Succesfully launching the HMO and BTR Market in Australia, thereby, increasing the Revenue by 200,000 AUD.
Gain in-depth understanding of the company and the client’s business along with their goals and challenges to provide tailored solutions inorder to mitigate the risk.
Monitoring Health of the Accounts and providing feedback to the clients for strategic improvement.
Interdepartmental collaboration to tailor customised plans for clients to meet their needs including collaborations with Student Ambassadors for Property promotions, Review Management, Incremental Visibility and Pageviews Programmes.
Regular communication, Catchup calls to understand the market and client needs for Account Planning.
Handling supply operations, coordinating with Sales team, Inventory supervision to achieve a content score of 5 across all the properties in Australia. Working on Growth Accelerator Programme to integrate GAP Wallet (Of Every Property Management Group) with Amber Connect ( Data Analytics Dashboard) to increase visibility of the Properties. Generate revenue of 5500 AUD through GAP. AmberStudent - Key Account Manager January 2023 - December 2024
Onboarding major purposely built student accommodation property management groups in Australia.
Established the Built-to-rent and HMO Properties market for the company to cater to South-East Asian and Indian Students’ requirements and onboarded 12 BTR and HMO Properties.
Set up the processes for all the Property Management Groups. Negotiated commission rates per booking from 3.5% to 5% across Australia and even 7%-10% for some managements by providing solutions to increase sales exponentially.
Improved Client retention through customer-centric strategies and regular engagement.
AmberStudent - Business Development Manager
March 2022 - Dec 2022
WORK EXPERIENCE
NAMRATA
SHREE
C U S T O M E R S U C C E S S
M A N A G E R
KEY SKILLS
CONTACT INFO
Address: D-1901, Supreme Estia, Pan Card
Club Road, Baner, Pune - 411045
PERSONAL PROFILE
Enthusiastic Account Manager with around
5.5 years of experience,specializing in
account manangement, Customer
relationship management and strategic
solution mapping to business goals.
Proven track record of leveraging a strategic and
analytical approach to drive customer success—
ensuring retention, adoption, and expansion. Skilled at solving complex problems, nurturing long-term
client relationships, and identifying growth
opportunities by capitalizing on emerging market
trends and aligning customer goals with business
outcomes."
Email: *******.*********@*****.***
LinkedIn:
https://www.linkedin.com/in/namrata-shree-
439068249/
Communication and Negotiation Skills
Customer Retention & Growth
Customer Health Analytics
Escalation and Risk Management
Product Adoption and Enablement
Onboarding and Implementation Oversight
Performance Reporting and Strategic insights
Relationship building and Customer Advocacy
SaaS Expertise and Service Driven Mindset
Own end-to-end customer lifecycle management across onboarding, adoption, renewals, and expansions for a global portfolio of B2B SaaS clients. Serve as the primary point of contact and trusted advisor for key accounts, ensuring consistent value delivery and long-term relationship building. Drive customer onboarding and implementation oversight in coordination with Sales, Solutions, and Technical teams to ensure timely go-lives. Conduct regular business reviews (QBRs/MBRs), provide usage insights, and identify opportunities for upsell/cross-sell.
Collaborate with Product and Engineering to influence roadmap priorities based on customer feedback and market needs.
Proactively monitor customer health using internal tools and data analytics; identify risks early and implement mitigation strategies.
Lead renewal discussions and contract negotiations, ensuring revenue retention and customer satisfaction.
Champion adoption of new product features through enablement sessions, training workshops, and use-case alignment.
Act as escalation manager for critical issues, driving resolution by coordinating across internal teams (Support, Engineering, Legal).
Contribute to internal process improvements by documenting playbooks, sharing best practices, and mentoring junior team members.
Successfully pitched Managed Services as a value-add at the time of renewal, leading to incremental revenue and deeper customer engagement. Academic History
Awards and Achievements
1.Completed 100 hours Information Technology Training under ICAI. 2.Has attended the 15 days General Management and Communication Skills-I Course organized by ICAI. 3.Has attended the 35 Hours Orientation Program organized by ICAI. 4.Awarded best sales executive for four months consecutively. 5.Awarded “Performer of the Quarter” as a Key Accounts Manager (Australia) twice in May 2023 and Oct 2023. 6.Received a recognition certifcate for being amongst the 0.1% students across India who succesfully achieved 97% marks in English in Intermediate.
AmberStudent -Sales Associate Dec 2019 - May 2020 Surpassed Sales goal by 19% in the month of January, February, and March 2020.
Managed an average of 25 accounts at any given time and earned an average revenue of 36k pounds in six months.
Increased sales of company by 10% for United Kingdom region and increased customer satisfaction by 20% by providing problem resolution on time. Supervised and managed a sales staff of 7; communicate job expectation, provide directions and weekly evaluation of their performance along with pipeline evaluation.
Collaborated with department managers, property managers and development team to document, validate and monitor metrics. Cultivated relationships with potential customers, identifying needs and goals, and providing follow-up assistance, Gaining excellent feedback on 90% of customer reviews.
AmberStudent - Sales Manager June 2020 - February 2022
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