Agni Sankar Chakraborty

About Agni Sankar Chakraborty

As a dedicated Customer Success Analyst with over 3 years of experience, I specialize in managing the full lifecycle of client engagement, from onboarding and training to retention and upselling. My work focuses on transitioning clients from mid-market to enterprise accounts within SaaS-based CRM/ERP and IT solutions sectors, ensuring long-term value realization and satisfaction.I excel in fostering strong client relationships, driving product adoption, and delivering seamless customer experiences. Through effective collaboration with product, engineering, and implementation teams, I ensure alignment with client needs and objectives. My expertise includes onboarding 100+ accounts, conducting QBRs, managing renewals, and implementing strategies that reduce churn and maximize retention.In addition to my customer success focus, I leverage data-driven decision-making to inform strategies and optimize operations. Proficient in tools like Power BI, SQL, and Salesforce, I transform complex data into actionable insights that support client success and business growth.Notable achievements include:Facilitated onboarding of 100+ accounts across India, earning the 2023 Spotlight Award.Partnered with product and sales teams to deploy advanced features like chatbots and webhooks, enhancing client efficiency.Implemented client feedback to address adoption gaps, resulting in a 30% increase in CSAT and NPS scores.Automated admissions processes using API-based solutions, ensuring renewals and strengthening relationships.Managed 26 accounts, achieving 73% of upsell targets and driving product adoption through tailored training.With a focus on proactive engagement and relationship-building, I thrive on solving real-world business challenges and helping customers unlock their full potential. Let’s connect to explore opportunities for collaboration and growth!

Experience

1. Lead Technical Consultant

   Razorpay

   Apr 2025 — Present · Bengaluru, IN

   Act as the primary technical point of contact for post-integration support, working closely with developers, merchants, and internal teams to resolve complex technical issues.Provide technical consulting and best-practice guidance on Razorpay APIs, plugins, and the complete Razorpay product suite to ensure smooth adoption and scalable implementations.Lead project planning, assignment, and execution for a team of 25+ technical consultants, ensuring optimal resource utilization, clear ownership, and timely delivery.Manage escalations by adhering to the defined escalation matrix, engaging the right stakeholders, and driving effective technical communication across teams.Analyze historical incident data and trends to identify root causes, define preventive action items, and reduce incident volume while improving application availability.Apply appropriate negotiation and communication styles while managing internal and external stakeholders to drive faster resolution and alignment.Track and monitor team OKRs on a daily basis, ensuring consistent progress and maintaining all key metrics in the green state.Communicate and enforce application support policies, procedures, and SLAs across stakeholders to ensure enterprise-wide compliance.Act as a technical advocate for merchants by leveraging deep expertise in Razorpay products, implementations, and real-world use cases.Enhance the overall merchant experience by resolving technical issues end-to-end without unnecessary developer dependency or handoffs.Drive customer satisfaction by proactively addressing concerns, improving resolution quality, and consistently meeting organizational CSAT targets.

Education

• The Bhawanipur Education Society College

  BSc, Physics

  2014 — 2018

• Globsyn Business School

  Post Graduate Diploma in Management (PGDM), Business Analytics & Marketing

  2019 — 2021