Akar Sengupta

About Akar Sengupta

With 10+ years of experience in Customer Success and Client Relationship Management, I…

Experience

1. Customer Success Manager

   Rackspace Technology

   Aug 2020 — Present · Gurugram, IN

   Building strong partnership relationships with customers Manage support requests and co-ordinate Rackspace/Customer support teams to deliver within agreed timescales Schedule customer maintenances and ensure appropriate quality checks have been completed Manage customer projects and oversee maintenance schedules for on time delivery Review service failures and produce incident reports when required Validate, negotiate, and process service credits Produce and maintain service improvement plans Manage contract renewal negotiations Ensure appropriate documentation is in place for specific support requirements i.e, Device/Account level instructions Organize and chair customer meetings Shows excellent business acumen, understands financial terminology, and can demonstrate adapting style and approach to different business contacts Produce ad-hoc reports when required i.e, MAR, SIR Responsible for adhering to company security policies and procedure as directed. Identify and assist with coaching and development for team members Maintaining a target of 80% for the Net Promoter Score including NPS-T scores Contribute to install base growth by identifying new business / upgrade opportunities Accurately forecast churn and engage managers / business development consultants to avoid defection Reduce the risk of churn by ensuring we retain customers in contract and are creative in our retention strategy.

Education

• Indira Gandhi National Open University

  Bachelor of Science - BS, Hotel/Motel Administration/Management

  2005 — 2008

Skills

• Team Management
• Microsoft Office
• Business Process Outsourcing (Bpo)
• Outsourcing
• Hospitality
• Customer Service
• Vendor Management
• Customer Relationship Management (Crm)
• Bpo
• Service Delivery
• Technical Support