Santanu Das

About Santanu Das

Experienced Sr. Customer Support Manager | Lean Six Sigma | Process Optimization | Client ExperienceExperienced customer support manager with a strong background in global client support, service management, and process optimization. As a manager at Anthology Inc, I lead customer relationship management (CRM) strategies, ensuring seamless technical support operations and high customer satisfaction scores (CSAT).With expertise in Lean Six Sigma, IT service management (ITSM), and manufacturing process improvement, I drive efficiency, innovation, and continuous service improvement. My ability to apply data-driven methodologies helps streamline workflows, eliminate inefficiencies, and enhance customer experiences.I specialize in customer experience (CX), incident management, and stakeholder engagement, ensuring optimized support structures that foster strong client relationships. By leveraging Lean Six Sigma principles, I implement strategic process improvements that enhance service delivery, increase operational efficiency, and sustain high compliance scores.I thrive in cross-functional collaboration, utilizing client feedback and analytical insights to refine support strategies. Passionate about customer advocacy and long-term engagement, I am committed to proactive problem-solving, continuous learning, and delivering exceptional customer outcomes.

Experience

1. Manager - Global Client Support

   Anthology Inc

   Apr 2022 — Present · Bengaluru, IN

   Manager, SaaS Product Support | ITSM | Customer Success | Service ExcellenceResults-driven SaaS Product Support Manager with 19+ years of experience in technical support, IT service management (ITSM), and customer success. Skilled in leading global support teams, incident management, SLA adherence, and process optimization to drive customer satisfaction (CSAT), Net Promoter Score (NPS), and product adoption.Key Responsibilities & Achievements:>Support Team Leadership: Managed and mentored a Tier 1 technical support team, fostering a culture of continuous learning, collaboration, and customer-first service delivery. Conducted training programs to enhance product knowledge and technical troubleshooting skills.>Incident & Escalation Management: Acted as an escalation point for critical issues, collaborating with Tier 2 and Tier 3 support teams to ensure timely resolution. Implemented an escalation management framework, reducing resolution times and improving SLA compliance.>Customer Experience & Satisfaction: Increased CSAT from 85% to 95% by improving response times, implementing self-service solutions, and optimizing case management workflows. Developed customer feedback loops to drive product improvements.>Process Optimization & ITIL Best Practices: Implemented ITIL-based service management strategies to streamline ticketing, problem resolution, and incident handling. Automated workflows using AI-driven support tools for efficiency.>Cross-Functional Collaboration: Partnered with Product, Engineering, and QA teams to address recurring issues, drive UX improvements, and influence product roadmaps based on customer insights.>Data-Driven Insights & Performance Metrics: Monitored KPIs like First Response Time (FRT), Average Handle Time (AHT), and SLA compliance, using analytics to enhance support operations.Passionate about customer advocacy, service excellence, and process automation to drive customer retention and business success.

Education

• A. K. Ghosh Memorial School - India

  High School

• Impact College Of Engineering And Applied Sciences

  Engineering

• National Institute of Business Management (NIBM) Global

  Master of Business Administration - MBA

• Cathedral Mission High School

  Higher Secondary

Skills

• Mobile Devices
• Salesforce.com
• Blackberry
• Leadership
• Mobile Technology
• Call Centers
• Mobile Applications
• Product Management
• Management
• Location Based Services
• Account Management
• Crm
• Wireless
• Telecommunications
• Managed Services
• Voip
• Customer Retention
• Cloud Computing