Anupam Dhar

About Anupam Dhar

Client and Partner Experience Manager (Customer Success Executive) with 14 years of experience in B2B- SaaS, Cloud Solutions (Healthcare and Life Science). Driving end to end Account management, including Product adoption, Utilization Improvement, Contract Renewal, Retention, Churn Management, Client Relationship, Upsell, CHRUN Management, Data Visualization, Power BI. Efficiently Driving KLAS and Net Promoter Score & Customer Advocacy. ROI analysis and ROI maximization.

Experience

1. Client and Partner Experience Manager

   Microsoft

   Aug 2023 — Present · IN

   Client and Partner Experience ManagerManaging 70+ Strategic Clients personally, attending to their needs and maintaining a long-standing connection with Nuance/Microsoft SAAS, Dragon, DAX-Copilot, and AI solutions in the US Healthcare Sector. Delivering excellent service and ensuring customer satisfaction and happiness.• Driving end to end Account management, including Product adoption, Utilization Improvement, Contract Renewal, Client Retention, Churn Management, End user training and Product usage tips.• Sales strategy, pre/post planning, and product enhancement. Cross-selling and Upselling. Track records of MRR & ARR, Business forecasting.• Customer retention, Customer Advocacy, QBR, Adoptions Drive, Project and Implementation Support, and Renewals.• Strong consulting skills and proven results working as a trusted advisor to drive business value for clients and stakeholders. Ability to prioritize, multi-task, and perform effectively under pressure.• Led strategic initiatives to enhance client and partner satisfaction, resulting in a 20% increase in retention rates.Projects & Initiatives:• Customer Pulse Dashboard Analysis and Leadership Communication.• Aging Recovery strategy and cross functional collaboration framework to ensure revenues are intact and Bad debts recovered on time. • Adoption and Utilization Improvement Roadmap design.• Net Promoter Score (NPS)- Customer feedback and solution mapping.• Customer feedback and Solution mapping. • Implemented a comprehensive training dashboard.

Education

• Ranchi University, Ranchi

  Bachelor of Commerce - BCom

  1999 — 2002

• Biju Patnaik University of Technology, Odisha

  Master of Computer Applications - MCA

  2002 — 2005

Skills

• Business Analysis
• Consulting
• Salesforce.com
• Strategic Sourcing
• Sfdc
• Software Project Management
• Data Analysis
• Sql Pl
• Customer Success Specialist
• Html
• Agile Methodologies
• Dbms
• Analysis
• Reports
• Team Management
• Data Management
• Advance Excell
• Business Process Automation
• Tableau Reporting
• Vendor Management
• Ms Excel Pivot Tables
• Sql
• Visio
• Software as a Service (Saas)
• Mortgage Banking
• Requirements Analysis