M

Marina Das

About

Detail

National Capital Territory of Delhi, India

Timeline


work
Job

Résumé


Jobs verified_user 0% verified
  • Icertis
    Customer Success Manager – SaaS
    Icertis
    Sep 2022 - Oct 2024 (2 years 2 months)
    Served as the strategic advisor for enterprise clients in the EMEA market, ensuring seamless adoption of Icertis CLM (Contract Lifecycle Management) solutions. Led customer engagement initiatives focusing on renewals, retention, and satisfaction, achieving an 87% retention rate and a 45% Net Promoter Score (NPS) in 2024. Developed C-suite relationships, driving business expansion and upsell opportunities, contributing to a $1.7M ARR portfolio. Managed escalations and risk mitigation, collaborating with internal teams to resolve issues promptly and improve customer experience. Conducted training workshops and QBRs (Quarterly Business Reviews), leveraging data analytics to provide strategic recommendations. Spearheaded initiatives that increa
  • Cvent
    Assistant Team Lead – Customer Success
    Cvent
    May 2021 - Jul 2022 (1 year 3 months)
    Managed a 40+ enterprise & mid-market client portfolio across the East Coast, USA, ensuring seamless onboarding and ongoing success. Led strategic account planning, focusing on retention, expansion, and risk mitigation. Acted as a primary escalation contact, coordinating cross-functional teams to resolve client issues efficiently. Delivered Annual & Quarterly Business Reviews (QBRs), providing actionable insights and growth recommendations. Identified expansion and upsell opportunities, collaborating with Account Managers to drive revenue growth.
  • A
    Master Customer Care Professional
    AmericanExpress
    Jul 2015 - May 2021 (5 years 11 months)
    Managed high-value strategic clients, ensuring seamless experience with corporate payment solutions. Led escalation resolution efforts, reducing issue resolution time and improving client satisfaction. Conducted customer training programs, boosting product adoption and optimizing user ✔ Strengthened customer satisfaction and retention through proactive support strategies. ✔ Facilitated contract expansions and renewals by aligning client needs with business solutions.
Education verified_user 0% verified
  • B
    Bachelor's Degree
  • F
    Diploma in Hospitality, Travel & Tourism
    Frankfinn Institute