Rudrani Ghosh

About Rudrani Ghosh

As a Customer Success Professional with roughy 7 years of experience, I specialize in steering and growing high-value enterprise portfolios for SaaS Startups. My approach is rooted in a deep understanding of the entire customer lifecycle. I don\'t believe in just managing accounts; I believe in building strategic partnerships. By combining strategic account management with strong customer advocacy, I help clients achieve maximum value realization, which in turn drives key business outcomes like improved net revenue retention, reduced logo churn, and catalyzed revenue growth through strategic upsells. The \"delivery\" aspect of my roles has given me a strong project management mindset, allowing me to own complex initiatives like enterprise-level SaaS implementations, UI migrations, and the development of new client-centric features from business case to execution. My core areas of expertise include: Strategic Account Growth: Driving Revenue Retention, identifying and closing upsell/cross-sell opportunities, and leading executive business reviews (QBRs). Customer Lifecycle Management: Overseeing enterprise onboarding, accelerating product adoption, and ensuring long-term value realization. Portfolio & Relationship Health: Proactively reducing churn, serving as the voice of the customer, and managing executive-level stakeholder relationships. Complex Delivery: Leading SaaS implementations, managing technical migrations, and coordinating cross-functional teams (Product, Engineering, QA) to ensure on-time delivery. I am passionate about untangling complex client challenges and translating them into success stories. I\'m always eager to connect with others in the SaaS and Customer Success communities.

Experience

1. Customer Success & Delivery Manager

   Voiro

   Jun 2024 — Present · Bengaluru, IN

   Managing critical projects, ensuring timely and effective delivery through careful planning and execution, resulting in projects being delivered on time and within budget.• Implemented the RACI framework to clearly define roles and responsibilities of team members from various departments, leading to improved project timelines.• Developed and executing a budget management strategy to handle different billing models, resulting in exceeded profit margins through vendor cost savings.• Collaborating with clients to gather requirements and guiding the product team to cover all requirements in the solutioning document, enhancing customer understanding and facilitating early sign-off.• Collaborating closely with the Product Owner to ensure all requirements are thoroughly captured in the solutioning document, incorporating clear UI screens to enhance customer understanding and facilitate early sign-off.• Coordinating with cross-functional teams (Product, Engineering, QA, and Vendor team) to efficiently implement change requests and meet project deadlines.• Hosting regular client status meetings to share updates, gather feedback, and address concerns proactively.• Monitoring project progress closely and implementing corrective actions to ensure on-time delivery.• Maintaining up-to-date and accurate project documentation, including change request logs, project plans, and status reports.• Facilitating User Acceptance Testing (UAT) to ensure all changes meet client expectations and quality standards before deployment.• Providing post-implementation support, addressing issues promptly, and ensuring a smooth transition for clients.• Identifying process improvement opportunities and introducing best practices to enhance project efficiency and client satisfaction.

Education

• Municipal College, Rourkela

  Bachelor's of Commerce, Finance Management

  2012 — 2015

• Shree Chanakya Education Societys Indira School of Business Studies

  PGDM , Marketing