DC

Dishani Chakraborty

As a Senior Customer Success Manager, I am driven by a strong sense of accountability and an ambitious vision for client success. I leverage my empathetic and collaborative approach, combined with diligent execution, to architect ideal solutions that consistently deliver impactful results.

Work style

Remote

Availability

Available in 60 days

Identity verified by DigiLocker
Contact details — on requestProof of Work — on request

Experience

C

Senior Customer Success Manager

Carestream Dental LLC, Remote · Jul 2024 – Present

Not yet confirmed
  • End-to-End Account Onboarding: Successfully own the post-sale customer journey for 5+ major Dental Support Organizations (DSOs), executing seamless platform onboarding and setup for 60+ individual clinic locations.
  • Contract Lifecycle Governance: Manage the complete contract lifecycle, confidently running critical contract discussions to execute accurate contract modifications, renewals, and legal cancellations in strict compliance with standard terms and conditions.
  • Billing Resolution & Revenue Recovery: Take direct ownership of account balance audits, resolving 98% of complex billing disputes and structuring flexible payment arrangements to ensure 100% financial recovery for the accounting department.
  • Strategic Growth & Quarterly Reviews: Drive client health and retention by organizing and executing quarterly business reviews (QBRs) across all accounts to assess usage metrics, spot growth potential, and secure $100K+ in organic upsells.
  • Develop Process Documentation: Authored and standardized 10+ internal workflow guides and standard operating procedures (SOPs), which decreased internal cross-departmental response delays by 20%.
  • Bridge Tech, Support, and Product Teams: Gathered first-hand client feedback on performance gaps, translating user insights into structured technical requests that helped the Tech and Support teams roll out 4 critical product enhancements.
  • Lead New Hire Training & System Setup: Commanded the onboarding and operational training process for 4+ new team hires, managing their system access setups and providing dedicated tool mentorship to accelerate their time-to-productivity by 30%.
R

Customer Success Associate (Intern)

RecruiterFlow, Remote · Jan 2024 – Feb 2024

Not yet confirmed
  • Scalable SMB Onboarding & Engagement: Successfully guided small business accounts through initial platform setup, providing training resources and step-by-step walkthroughs to drive early product adoption and usage.
  • Multi-Priority Management: Operated efficiently in a fast-paced software startup environment, successfully balancing daily outreach, client troubleshooting, and portfolio management with high adaptability and attention to detail.
  • Process Improvement Support: Identified common user friction points and collaborated with internal teams to build clear troubleshooting documentation and Help Center FAQs, optimizing the self-service onboarding process.
T

Senior Customer Service Supervisor

Tata Consultancy Services, Kolkata · May 2019 – Sep 2023

Not yet confirmed
  • Lead High-Performing Teams: Supervised, mentored, and managed daily performance goals for a team of 15+ customer service associates, consistently maintaining a 95% team-wide quality assurance score.
  • Resolve Critical Escalations: Stepped in as the designated SME to handle 30+ complex client complaints and contract disputes monthly, maintaining a 98% resolution rate without escalating to senior executives.
  • Boost Operational Efficiency: Implemented a new internal case tracking and communication workflow that eliminated process bottlenecks and improved overall team productivity by 20%.

Skills 0 proven through work

Also works with

Debt IdentificationContract CancellationAccount ClosureWork Planning and PrioritizationCustomer ServiceBug FixingCustomer Relationship BuildingSOP AdherenceIssue EscalationProfessional Follow-upStrategic PlanningProcess ImprovementCommunication Framework DevelopmentSupport Case Follow-Up ManagementWorkflow Design (Process Mapping)Call AuditingCustomer De-escalationPerformance Feedback ConversationsProblem SolvingMentoring and Peer CoachingEmployee Training & DevelopmentCustomer Retention and Churn PreventionRefund ProcessingPricing StrategyProduct Improvement ResearchCross-Departmental CoordinationCollections Follow-UpCustomer Issue ResolutionUser Pain PointsMeeting FacilitationUpselling and Cross-SellingSales & Marketing AlignmentNegotiatingContract InterpretationClient OnboardingAccount Management

Proof of Work

Proof of Work

Dishani shares this with people who ask. You'll hear back either way.

Education

Master of Business Administration, Human Resource

Manipal University · 2021 — 2023

Links

LinkedIn

linkedin.com/in/dishani-chakraborty

Contact details

Contact details

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