Dhriti Borah
- Role
- Customer Success Manager - Creative at Outward, Inc
- Location
- San Francisco, CA, US
- LinkedIn followers
- 500 followers
About Dhriti Borah
With over 8 years of diverse and progressive experience in customer success, project…
Experience
Customer Success Manager - Creative
Oct 2022 — Present · San Jose, CA, US
Orchestration of customer onboarding, training, and post-launch support for the platform, ensuring optimal client experiences. By strategizing with clients, anticipating challenges, and presenting best practices, delivered measurable outcomes and fortified customer relations. Provide critical project management in an Agile environment for major ACM release initiatives, including Field Support success, Knowledge Base creation, and the Mask Refinement button. Fostered trusted advisor relationships with key customer stakeholders, intensifying product adoption and fortifying customer loyalty. Collaborated closely with internal Outward teams, ensuring that all account activities were synergistically aligned with each customer\'s unique business objectives and overarching strategy. Partnered with the sales division to adeptly position and promote Success Services, enhancing its perceived value and appeal. Diligently monitored adoption, utilization trends, and customer satisfaction metrics, proactively offering data-driven recommendations rooted in potential risks and the distinct needs of our customers. Championed customer education initiatives, regularly updating them about features and platform releases. Proactively identified potential renewal risks, and through strategic collaboration with internal departments, ensured robust customer retention and successful renewal processes. Operated as the authentic voice of the customer within the organization, consistently gathering invaluable feedback to spearhead continuous improvement across all facets, with an emphasis on product enhancement. Exceptional communication acumen and organizational prowess, honed over years of project management; consistently showcased an aptitude for engaging. Leveraged KPIs effectively, focusing on metrics tied to customer retention, satisfaction, upselling, and cross-selling, to inform and refine our customer engagement strategies.
Education
Delhi University
Bachelor's degree, English Literature (British and Commonwealth)
2012 — 2015
Bharatiya vidya bhavan Film and Television
Diploma in Sound and video editing, Sound and video editing
2015 — 2016
New York Film Academy
Master of Arts - MA, Film and Media Production
2016 — 2017
San Jose State University
Master of Business Administration - MBA, Business, Management, Marketing, and Related Support Services
2020 — 2022
UCLA Extension
Certificate Program, Business and Management of Entertainment
2019 — 2020
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.