Amartya Banerjee Email and Phone Number
With over two decades of experience in customer success and support, I have proven myself a steadfast and growth-focused leader who drives operational excellence, team improvement, and digital transformation by constantly learning and adopting the latest technological advancements such as generative AI and personalizationA global customer success leader, I expertly balance the need to drive big picture business goals with the smaller details of daily operations. By connecting the dots across disparate functions and worldwide teams, I ensure customers receive high-quality service and support while boosting revenue growth in the long term.I hold to a similar philosophy when it comes to my success in people leadership and collaboration. I am constantly bringing fresh new ideas to executive teams, building alignment and obtaining buy-in by demonstrating the sustainable ROI that comes when you invest in cutting-edge technology and transformative new processes. My team members are quick to follow my lead, promoting continuous improvement and evolution in even the most granular interactions with customers so we never fall short of expectations.My Career Highlights include:◆ Spearheading the transformation of global customer success operations at McAfee from Cost Center to Profit Center, focusing on customer growth and retention strategies to build a loyal customer base while driving incremental revenue growth.◆ Rich Experience in demonstrating how exceptional support experiences translate to long-term customer loyalty and financial performance to top-level stakeholders in both, public and private equity scenarios - leading to Executive and Board buy-in for investments in operational and technology investments◆ Driving feedback loops with Product teams to improve product quality and value, through ease of use and supportability, in turn optimizing the overall customer experience by utilizing my understanding of customer needs leading to the development of new and improved solutions.◆ Showcased a "start-up" mentality by establishing and scaling an Enterprise Support Center of Excellence in Bangalore when I first joined McAfee to provide global, 24/7/365 customer service at a much higher standard than before.I am excited to pursue a new opportunity in the customer success and support realm, promoting long-term customer retention and revenue growth for an innovative SaaS company or enterprise-centric organization. Please connect with me to learn more about how I can drive success for your team!
Samsara
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Director, Global Customer SupportSamsara Jul 2024 - PresentSan Francisco, California, Us
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Senior Director Of Customer SuccessMcafee Jul 2022 - Mar 2024San Jose, California, UsI was promoted to lead the global customer success function, prioritizing customer growth and retention through innovative strategies and technologies that boost long-term revenue expansion.● Oversaw globally distributed team of 50 personnel across all Customer Success functions, including Customer Experience, Content, Education, and Delivery.● Guided long-term customer success and service strategy by utilizing VoC insights from thousands of human and digital touchpoints to inform product enhancements based on in-depth understanding of entire customer journey.● Drove operational excellence and cost-effectiveness through digital and organizational transformation initiatives that modernized both McAfee’s business models and technical infrastructure.● Bolstered customer acquisition and retention by collaborating with Product, Engineering, and Marketing teams to continually advance product portfolio while promoting up- and cross-sell opportunities.Select Achievements● Grew gross revenue to $34M (4Yr CAGR of 24%) by transforming customer care model from cost to profit center that emphasized up- and cross-sell opportunities to provide greater ROI for customers.● Expanded services revenue (YoY) by launching premium and value-added services focused on Product Onboarding, Consumption and Engagement.● Drove efforts to reduce OPEX 30% by pivoting outsourced partnerships from traditional commercial model to outcomes-based support model that benefitted McAfee and vendors alike, championing growth and quality.● Increased agent productivity and earned Customer Success NPS of 63 by leveraging and continually improving next-generation technologies, such as Gen AI, to provide self-service support options in addition to human touchpoints.● Improved prioritization of new product enhancements through VoC feedback loops by leveraging diverse range of inputs, including in-product, in-cart, in-messaging, and website, in influencing and prioritizing strategic decisions. -
Senior Director Of Consumer SupportMcafee Jun 2020 - Jul 2022San Jose, California, UsI pivoted my focus to lead Global Service Delivery & Readiness teams following McAfee’s transition to purely consumer cybersecurity company.● Promoted increased retention rates and higher quality services by transforming Service Delivery operations to focus on streamlined and sustainable onboarding processes.● Garnered executive and board-level buy-in on new digital transformation initiatives by presenting comprehensive return on investment (ROI) of investing in cutting-edge solutions that drove customer growth and retention.
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Senior Director Of Enterprise SupportMcafee Apr 2018 - Jun 2020San Jose, California, UsI advanced to an enterprise-level customer support role following McAfee’s divestiture from Intel, emphasizing improvements in product quality to generate greater customer interest and loyalty.● Retained responsibility for Global Support Engineering Operations driving Supportability & Readiness while assuming oversight of Service Delivery in SIEM and XDR product verticals.● Positioned Customer Success as integral part of McAfee’s business model by defining direct impact of customer feedback on product improvements that drove simultaneous customer and revenue growth.● Managed 80 personnel globally across on- and offshore locations per specific location and language requirements.
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Director Of Global Support Engineering OperationsMcafee Jul 2012 - Apr 2018San Jose, California, UsI was tapped to lead Global Support operations, bolstering quality and customer success for the large-scale Enterprise business. Starting in 2015, I also drove joint collaboration projects between McAfee and Intel.Select Achievements● Enhanced product improvement cycle by leveraging telemetry tools to automatically track and record customer actions, providing insightful data and intelligence to product team on evolving customer needs.● Created McAfee Password Manager aka True Key product in collaboration with Intel that stored all customer passwords in single, secure location.● Enabled users to remotely lock and track their devices by helping launch McAfee Ant-Theft, providing design input throughout process to enhance supportability, serviceability, and educational content.
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Senior Manager Of Global Technical SupportMcafee Jun 2008 - Jun 2012San Jose, California, UsI relocated to the U.S. to drive worldwide technical support for Consumer and Small Business products, promoting operational excellence through the introduction of standard processes and modernized new tools.● Partnered with Product Engineering teams to address customer pain points and challenges through continuous improvement process, creating new customer engagement touchpoints for greater visibility.● Enabled frontline workforce of third-party service providers to provide more impactful customer insights by championing VoC program and closed loop feedback during product design process.● Authored operational playbooks on standards for customer success, escalation management, incident resolution, and customer data integrity.
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Senior Manager Of Apac Enterprise SupportMcafee Jun 2004 - Jun 2008San Jose, California, UsI joined McAfee during an extensive company restructure to stand up and operationalize new Center of Excellence in Bangalore, providing global support and services across the entire McAfee landscape.● Built Center of Excellence team from scratch, scaling organization to 100+ personnel across key functions and implementing core operational processes, training materials, and center standards.● Enabled McAfee Enterprise Support to provide 24/7/365 customer care globally, increasing responsiveness by implementing traditional “follow-the-sun” workflow model.
Amartya Banerjee Education Details
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University Of PuneMechanical Engineering -
College Of Engineering PuneAdvanced Certificate In Cad/Cam
Frequently Asked Questions about Amartya Banerjee
What company does Amartya Banerjee work for?
Amartya Banerjee works for Samsara
What is Amartya Banerjee's role at the current company?
Amartya Banerjee's current role is Customer Care I Problem Solver I Team Builder I Service DeliveryPassionate about #customerexperience, #automation, #supportevolution, & #lifelonglearning.
What schools did Amartya Banerjee attend?
Amartya Banerjee attended University Of Pune, College Of Engineering Pune.
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