Swagata Duarah
Championing Customer Success and Business Expansion | Passionate, Confident, Enterprising, Empathetic & Proactive
- Role
- Manager - Support Account Management at ServiceNow
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Swagata Duarah
Passionately driven to deliver amazing customer/partner experience with great customer success engagements.Very enthusiastic about partnership and collaboration and do a good job of that with greatcommunication skills, humility, confidence, tenacity, and a friendly demeanor.
Experience
Manager - Support Account Management
Oct 2024 — Present
Lead efforts to develop and build a Support Account Management Team, including development of strategies, objectives and key performance metrics.Guide our team members in order to achieve their highest levels of performance through coaching, training, and providing opportunities to build and refine higher-level customer management skills.Support and inspire the team to deliver an incredible customer support experience.Refine Support Account Management interactions and processes through the extensive use of KPIs, data and analytics. Lead by example to cultivate and maintain a culture built on teamwork, collaboration, execution and service. Continue building upon the relationships with Technical Support, Operations, Sales, Customer Success, Professional Services, Engineering and others. Lead Renewal and New Sales business discussions with our organization, Sales teams and Sales Operations, supplementing them with expert knowledge of the Support Account Management Organization.Advocate for critical customer issues as a critical escalation point.Work with your team members in the participation, management and outcomes of organizational projects and programs designed to enhance our overall program.Work with internal teams to continue elevating the Support Account Management Brand internally.Continually mentor and execute to achieve our customer, corporate, organizational and employee objectives.
Education
J B College
PUC, Economics
2000 — 2002
Manav Bharati University
Bachelor of Business Administration (BBA)
2009 — 2012
Carmel School
Science, Maths, Social Science, Arts
1986 — 2000
Skills
- Client Rapport
- Solution Selling
- Crm
- Enterprise Software
- Business Development
- Customer Engagement
- Project Management
- Consulting
- Sales Operations
- Customer Retention
- Professional Services
- Presentation Skills
- Sales
- Marketing
- Customer Satisfaction
- New Business Development
- Service Delivery
- Business Analysis
- Requirements Analysis
- Cloud Computing
- Product Management
- Key Account Management
- Marketing Strategy
- Requirements Gathering
- Sdlc
- Salesforce.com
- Sales Process
- Team Leadership
- Strategy
- Data Migration
- Analysis
- Market Research
- Business Process
- Lead Generation
- Vendor Management
- Pre-Sales
- Business Intelligence
- Management
- Analytics
- Business Strategy
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