Saheli Halder

About Saheli Halder

I\'m a passionate customer success executive || CPE Manager in health care Industry Powered by Microsoft Nuance with a diverse background in customer support, process optimization, and enterprise technology and work flow. With 8+ years of experience, I thrive on building strong relationships, exceeding expectations, and driving client success.

Experience

1. Cpe Manager

   Microsoft

   Dec 2023 — Present · Bengaluru, IN

   As a Diagnostic Customer Support Executive (CSE), my primary goal is to ensure the successful engagement, retention, and satisfaction of our customers. During the onboarding and implementation phase, I work closely with the Project Manager to understand the customer\'s software and tools, allowing us to design the best possible solution around our company\'s offerings. Post-GoLive, I focus on driving product adoption by measuring and monitoring product feature usage, conducting meaningful interventions when adoption is low, and organizing webinars or short training sessions on new features. I also engage our diagnostic customer base through personalized messaging, regular meetings, phone-based health checks, and quarterly business reviews. Retaining customers, managing renewals, and expanding annual recurring revenue (ARR) are also essential aspects of my role. This includes identifying opportunities for upselling, cross-selling, and upgrading within the existing customer base, renewing subscriptions, and soliciting references from satisfied customers.Maintaining the highest level of customer satisfaction is my top priority. This involves adhering to company-defined NPS scores, coordinating with the Customer Support function to ensure prompt resolution of issues and tickets, and collaborating with Product Management and Engineering teams to convey customer feedback on features and user experience. As a successful CSE, I possess effective communication skills, am highly organized, self-driven, and proactive, demonstrating leadership qualities, high computer literacy, and a passion for customer success. The ability to analyze customer data, conduct product demonstrations, and mediate between clients and the organization is crucial to minimizing customer churn and enhancing the overall customer experience.

Education

• Calcutta University, Kolkata

  Master's degree

• Calcutta University, Kolkata

  Bachelor of Science - BS