Ankush Ghosh Email & Phone Number

Hyderabad, Telangana, India

• Drive customer satisfaction and retention by managing the end-to-end renewal process for a book of business consisting of approximately 175 global clients, ensuring they maximize the value of iCIMS solutions.
• Negotiate renewal terms and identify upsell or cross sell opportunities, contributing to increased revenue and reinforcing customer satisfaction within the talent acquisition software space.
• Provide exceptional customer service by addressing inquiries, resolving issues, and ensuring the timely delivery of accurate renewal quotes, fostering strong, long-term client relationships.
• Collaborate with cross-functional teams, including legal, finance, product, and sales, to develop and deliver comprehensive solutions that support customer needs and enhance the overall renewal process.
• Use customer success tools like Gainsight to monitor account health, identify trends, and implement strategies that drive customer retention and value realization.
• Serve as a trusted advisor to key clients, offering insights on maximizing product value and aligning iCIMS' solutions, such as SkillSurvey (a tool for data-driven hiring decisions and employee sentiment analysis) and.

Hyderabad, Telangana, India

• Utilized the internal CRM system to effectively manage customer success cases, including churn escalations and price negotiations, ensuring timely resolution and maintaining high customer satisfaction.
• Worked within Salesforce CPQ to adjust renewal quotes, enabling customer review and increasing accuracy of financial forecasts.
• Handled "At Risk" renewal opportunities for key financial planning and reporting products, including Jet Reports, Spreadsheet Server, Atlas, Wands for Oracle, Bizview, Bizinsight, and Hubble. Successfully closed 397.
• Led cross-functional collaboration with sales, product, accounting, legal, and finance teams to resolve customer issues and deliver seamless customer experiences, enhancing overall client satisfaction and reducing.
• Played a key role in addressing implementation delays and engaging customers with the Professional Services team to secure outstanding payments and ensure long-term customer success.
• Managed customer relationships across North America, EMEA, and APAC, ensuring consistent and high-quality service for a diverse global client base.

Hyderabad, Telangana, India

• Owned and managed relationships with a portfolio of 175 clients, ensuring their successful onboarding, training, and ongoing adoption of our products/services. Maintained a high level of customer satisfaction and.
• Established and nurtured trusted advisor relationships with clients, served as a strategic partner to drive continuous value from our products and services.
• Developed and implemented customer success strategies, leveraged best practices, and collaborated with the creative team to create customer support content. Resulted in a 95% increase in customer satisfaction scores.
• Effectively communicated with both internal and external senior-level management, understood customer needs, identified growth opportunities, and shared learnings.
• Tracked and analyzed customer success metrics, including customer retention rate, upsell/cross-sell opportunities, and overall customer health.
• Collaborated as a team member, contributed to the overall success of the department, and fostered a collaborative and customer-centric work culture.

Kolkata, West Bengal, India

• Managed a team of 22 employees, providing guidance, support, and coaching to ensure productivity and adherence to quality standards.
• Oversaw daily operations, monitoring workflow, call handling, and process adherence, ensuring smooth and efficient operations.
• Conducted regular performance evaluations, provided constructive feedback, and set performance goals to enhance individual and team performance.
• Facilitated training sessions to onboard new team members and kept the team updated on recent process updates, ensuring their familiarity and compliance.
• Handled escalations and resolved customer issues or complaints, ensuring timely and effective resolutions to maintain high customer satisfaction.
• Monitored quality standards and service level agreements (SLAs), conducting quality assessments and implementing corrective measures for continuous improvement.

Kolkata, West Bengal, India

• Worked as a part of 22 members team and provided remote support to customers (customer base: 5 million) of UK based Utility client (Gas & Electricity domain).
• Handled C-Sat (Customer Satisfaction) and FCR (First Call Resolution) metrics, identified & highlighted areas of opportunity within process for corrective action with proper documentation.- Solved account related.

Kolkata, West Bengal, India

• Associated with Airport Operations & Customer Services department, handled assigned duties in compliance with safety responsibilities as laid down in IndiGo SMS manual, chapter safety policy & objectives.
• Aligned ramp, confirmed ETA of flight from OCC / System (Navitaire) and filled ramp filling.
• Communicated with captain, cabin crew & pantry service personnel to ensure quality service delivery.

Kolkata, West Bengal, India

• Counselled expecting couples on the concept of Stem Cell Banking & products through presentations, ensured sales closure & client enrolment and prepared documents.
• Conducted research on market trends & competitor products and interfaced with prospects on a daily basis.
• Promoted Stem Cell concepts, generated leads and retained the existing clients.

Kolkata, West Bengal, India

• Visited 2 hospitals daily to meet Gynaecologists and generated leads of expectant mothers.
• Delivered 3 presentations to expectant parents per day.
• Projected appropriate image of the company to expectant mothers & doctors.
• Coordinated with Center Heads and built relationship with A class doctors & hospitals.

Kolkata, West Bengal, India

• Retained existing customers and generated new clients for General & Life Insurance policies.
• Handled customer queries, created quotes on policies (general & life insurance) and ensured timey claim resolution.