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AM

Abhijeet Mitra

Customer Success & Account Management Professional

Moradabad, Uttar Pradesh, India

@abhijeet_mitra

LinkedIn

0 followers

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About

Customer Success and Account Management professional with 6 years of overall experience across SaaS support, customer engagement, and client relationship management. Experienced in handling strategic accounts, escalations, onboarding, and cross-functional collaboration to improve retention and customer experience.

Experience

  • Customer Success Representative
    METASQUARE TECHNOLOGIES PVT. LTD.
    Nov 2024 – Jul 2026

    Managed SaaS customer success and account operations, driving product adoption, issue resolution, customer engagement, and service delivery across key accounts. Owned relationships for 2 strategic customer accounts as the primary point of contact, managed stakeholder communication, escalations, follow-ups, and end-to-end account coordination. Led product walkthroughs, user enablement, and training sessions, collaborated with Product, Engineering, and QA teams to triage escalations and conduct root-cause analysis, and identified upsell/cross-sell opportunities while maintaining accurate CRM data.

  • Operations Executive
    EASEMYTRIP
    Jul 2024 – Nov 2024

    Managed 100+ daily customer interactions across multiple channels, collaborated cross-functionally to resolve issues within agreed SLAs, and handled end-to-end customer follow-ups with proactive communication and resolution updates.

  • Professional Development & Career Transition
    CAREER TRANSITION
    Aug 2023 – Jun 2024
  • Client Service Specialist
    VTECH SOLUTION
    Nov 2021 – Aug 2023

    Managed client requirements and acted as a key liaison between customers and internal teams, strengthened client relationships through proactive communication and structured follow-ups, captured customer feedback, and coordinated with cross-functional stakeholders to enhance service delivery.

  • Digital Marketing Intern
    JOBDAE
    May 2021 – Aug 2021
  • Assistant Executive – Customer Service & Operations
    IENERGIZER
    Oct 2019 – Apr 2020
  • Civil Engineer
    ANAND ASSOCIATES
    Jul 2018 – Jul 2019

Education

Skills

5 to 8 years 5 to 8 years A long stretch - five to eight years.
Customer Support Customer Success
1 to 2 years 1 to 2 years A year or two of steady use.
SaaS Account Management
<3 months <3 months Just getting started - under three months. This is also what shows when a level has not been set.
CRM systems Customer Experience

Tools / apps / platforms

1 to 2 years 1 to 2 years A year or two of steady use.
Atlassian JIRA
<3 months <3 months Just getting started - under three months. This is also what shows when a level has not been set.
WordPress Google Docs Google Meet Google Sheets Microsoft Excel Google Workspace software

Languages

Not stated Not stated No level given for this one.
Hindi Speak English Speak Bengali Speak

🏆 Achievements & awards

  • 95%+ SLA adherence

    Maintained 95%+ SLA adherence across high-volume SaaS customer support.

  • Early performance-based salary increment

    Earned an early performance-based salary increment for strong operational performance and customer impact.

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