Ritika Gupta
Customer Success Executive @Group Bayport
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WORK HISTORY
Customer Success Executive @Group Bayport
Gurugram, IN
Act as a customer implementation advisor, gathering business requirements and translating them into structured execution plans.Supported customer onboarding, configuration, migrations, and change requests, ensuring delivery within defined scope andtimelines.Identified customer pain points and partnered with internal teams to remove blockers, improving adoption and long-term engagement.Managed 30+ customer interactions weekly via email, phone, and live chat, including proactive follow-ups with non-engagingaccounts.Tracked and resolved issues using Freshdesk, consistently meeting SLA and documentation standards.Achieved 80–85% CSAT and contributed to ~90% customer retention through proactive communication and ownership
EDUCATION
Delhi University
Bachelor of Commerce, Accounting
ABOUT RITIKA GUPTA
Customer Success and Implementation professional with 5.5+ years of experience supporting SaaS platforms across onboarding,implementation execution, and post-go-live adoption. Strong expertise in customer requirement analysis, implementation planning,scope management, and stakeholder coordination. Proven track record of maintaining 80–85% CSAT and achieving ~90% customerretention across global customer portfolios. Hands-on experience with Freshdesk, CRM, SAP, Oracle, and SaaS analytics and reportingusing SAS and Excel. Actively upskilling in HighLevel CRM, workflows, and automation.
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