Customer Success Analyst @ Sulekha
Client-focused Customer Success Analyst with experience in managing high-value accounts, delivering data-driven
insights, and collaborating across teams to enhance customer engagement and retention. Skilled in aligning business
needs with marketing solutions and identifying opportunities for growth. Eager to leverage my analytical
background and stakeholder experience in a role focused on client strategy, advertising solutions, and long-term
business success.
Key Highlights
Customer Client Relationship Management: Acted as POC for high-value clients, delivering tailored
solutions, resolving issues efficiently, and improving retention.
Data-Driven Strategy: Delivered campaign, product, and sales insights through custom dashboards and
reports using SQL, Power BI, and Tableau.
Customer Success Planning: Designed and executed success plans by analyzing behavior patterns
and identifying conversion opportunities..
Marketing & Engagement Innovation: Partnered with SEO, SMM, and Sales to drive lead acquisition
and customer lifecycle engagement.
Process & Workflow Optimization: Enhanced CRM processes in Juniously and Zendesk for improved
segmentation, outreach, and task automation.
Growth Enablement: Increased conversions and engagement via content-led SEO, WhatsApp campaigns,
onboarding flows, and lead scoring.
Built and nurtured client relationships, aligned product enhancements with their success metrics, and
ensured timely support and delivery.
Managed client accounts across product categories, consistently improving retention and upsell
opportunities.
Created actionable insights through data dashboards to track campaign effectiveness, lead quality, and
conversion rates.
Collaborated with SEO, SMM, and Sales teams to align demand-based routes and content strategies
with customer acquisition goals.
Played a key role in optimizing Juniously CRM—improving automation and lead segmentation to
streamline client outreach.
Supported advertising solutions and presented campaign performance metrics to internal
stakeholders and key clients.
Managed and optimized customer lifecycle touchpoints based on adherence and behavioral data.
Conducted trend analysis via SQL and dashboards (Snowflake, Redash) to enable proactive outreach
and retention strategies.
Collaborated with internal teams to address customer issues and improve service workflows—
drastically reducing SLA breaches.
Built knowledge base content and SOPs to scale operational efficiency and support excellence. Worked
cross-functionally via JIRA and Confluence to track support issues, updates, and internal feedback loops.
Supported account growth by identifying upsell opportunities based on data and feedback loops.
Assisted in product listing and launch on the GeM portal, ensuring all technical and compliance
requirements were met.
Analyzed business data to support bid strategy, pricing decisions, and process improvements.
Conducted a benchmarking study of Indira Gandhi International Airport against top global airports to
identify performance gaps.
Performed PESTEL analysis and used Fishbone diagrams to analyze operational inefficiencies and
suggest strategic improvements.
Supported the strategy team with data modeling and cost-benefit analysis to enhance overall airport
efficiency and service quality