Shailja Rohillah
Customer Success| Client Advocacy| Client Retaining| Customer Relations| SAAS | Gold Medalist - MBA
- Role
- Customer Success Manager at Verloop.io
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Shailja Rohillah
Perform Onboarding of new Clients into the platformPost sales consulting of IT SaaS products for enterprise clientsResponsible for product adoption, training, business use case analysis, product technical support, requirement gathering, revenue generation and customer relationship management.Works on solution positioning, understanding client pain points, product enablement, CSAT, NPS, churn rate, life cycle management of client, Upsell, competitor analysis, client advisory and advocacy.Product deployment, custom feature implementation for clients, product enhancement, user acceptance testing and product usage analytics
Experience
Customer Success Manager
Feb 2026 — Present · Bengaluru, IN
Handle key strategic accounts for Verloop.io\'s AI chatbot automation platform, driving post-implementation success, renewals, and sustained client growth across APAC and EMEA markets.Create customized adoption strategies and roadmaps, while updating clients on cutting-edge AI developments, Generative AI innovations, NLP capabilities, voice AI features, and omnichannel solutions like WhatsApp and chat integrations.Lead QBRs/MBRs, track account health scores and platform usage analytics, enhance CSAT through proactive support deflection strategies, deliver key success metrics, and share regular newsletters with all stakeholders.Monitor chatbot performance KPIs such as resolution rates, automation efficiency, deflection rates, and multilingual support effectiveness to optimize ROI.Identify and execute upsell/cross-sell opportunities Gather client feedback through structured NPS surveys and promote compelling case studies highlighting measurable success stories and transformation outcomes.
Education
ST. VINCENT PALLOTTI
Bachelor of Commerce - BCom, Business/Commerce, General
2016 — 2019
Birla Global University
Master of Business Administration - MBA, FINANCE AND MARKETING
2019 — 2021
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