Shubhangi P.

About Shubhangi P.

I’m a results-driven Customer Success & Business Analyst professional with strong experience in analytics, client management, and turning data into meaningful business outcomes.Over the years, I’ve worked across SaaS, CX, and operations, partnering closely with product, engineering, and leadership teams to solve problems, optimize processes, and deliver measurable value to customers. I enjoy simplifying complexity — whether it’s translating business needs into clear technical requirements, running root-cause analysis, or designing data-backed solutions that improve adoption, efficiency, and customer satisfaction.My expertise includes:• Customer Success & Client Relationship Management• Business Analysis & Requirement Gathering• Data Analysis, Insights & Dashboarding• Root Cause Analysis & Process Optimization• Cross-functional Collaboration (Product, Tech, Ops)• Delivering QBRs/MBRs & strategic recommendationsI work with a mindset of ownership, clarity, and continuous improvement. I believe in being an asset — someone who brings structure, problem-solving, and calm execution to fast-moving teams.Always excited to grow, contribute, and create impact wherever I work.

Experience

1. Sr Customer Success Analyst

   SentiSum

   May 2023 — Present

   Managed strategic SaaS client relationships, driving product adoption, retention, and measurable business outcomes- Led onboarding, implementation, and integrations of Sentisum’s AI-powered customer insights platform with systems such as Zendesk, Intercom etc- Partnered with clients to understand business objectives and success criteria, translating Voice of Customer (VoC) data into actionable insights that improved CSAT, NPS, and operational decision-making while supporting effective project planning and delivery- Built dashboards and insight reports to identify trends across customer feedback, support conversations, and call transcripts- Oversaw the preparation and curation of clean, structured datasets to support ML models and ensure high-quality analytics outputs- Monitored and optimized ML model performance, identifying improvement opportunities to enhance insight accuracy and customer value- Collaborated cross-functionally with Product, Engineering, and Data Science teams to relay customer feedback and influence product enhancements and roadmap priorities- Implemented AI-driven automation workflows using OpenAI tools to improve reporting efficiency and accelerate time to insights- Mentored junior analysts and contributed to initiatives such Agent QA analytics frameworks and predictive CSAT

Education

• Savitribai Phule Pune University

  BE, Electronics & Telecommunications Engineering

  2013 — 2017

Skills

• Editing
• Microsoft Word
• Windows
• Html
• Sql
• Powerpoint
• Microsoft Excel
• Leadership
• Programming
• Microsoft Office
• Teamwork
• Matlab
• Management
• Microsoft Powerpoint