Sourabh Ghosh

Customer-focused relationship management professional with 4+ years of progressive experience spanning client acquisition, business analysis, and senior account management. Proven track record of driving measurable outcomes — increased client retention by 32%, reduced response times by 40%, and generated 300+ qualified leads through proactive engagement. Skilled in CRM platforms, cross-functional coordination, escalation management, and data-driven reporting.

Seeking

Senior CRM, Customer Success, or Key Account Manager roles where relationship-building and operational rigor drive business growth.

Customer Success Operations at AptiDude (Prepverse Technologies) (2025-05 – 2026-05)

• Owned end-to-end relationship management for a 150+ client portfolio as primary point of contact, resolving escalations and ensuring consistent service delivery across the client lifecycle.
• Drove a 32% increase in client retention by designing and executing proactive engagement strategies and personalized support plans that directly reduced churn risk across the portfolio.
• Cut average client response time by 40% by redesigning communication and SLA workflows and aligning cross-functional teams around a unified escalation management process.

Senior Customer Relationship Manager at Turito (2024-06 – 2025-04)

• Managed a portfolio of 100+ key accounts as Senior CRM, leading account planning and Quarterly Business Reviews (QBRs) to strengthen client relationships and drive customer satisfaction (CSAT) and Net Promoter Score (NPS).
• Identified upsell and cross-sell opportunities through consultative account management, contributing to improved contract renewal rates and incremental revenue growth.
• Streamlined client onboarding and account handoff processes in partnership with Sales, Product, and Support teams, reducing time-to-value and strengthening long-term customer retention.
• Mentored and coached junior CRM associates on escalation management and client communication best practices, improving team-wide SLA compliance and service quality.

Junior Business Analyst at Infinity Learn (2024-02 – 2024-04)

• Led requirements gathering (BRDs, FRDs, user stories) and data analysis using Excel and SQL to identify operational inefficiencies and inform business decisions.
• Translated business needs into functional specifications for technical teams; built dashboards and MIS reports that gave leadership clear, data-driven decision support.
• Applied AI-assisted validation tools to improve data accuracy and accelerate business reporting workflows.

B2B Sales Internship at Wizklub Pvt. Ltd (2023-02 – 2024-01)

• Generated 300+ qualified leads through daily prospecting, outreach campaigns, and CRM-driven pipeline management, directly feeding the sales team's conversion funnel.
• Increased conversion rate by 18% through consistent follow-ups and tailored customer engagement strategies; prepared sales reports and engagement summaries for leadership review.

Client Acquisition Internship at Finwego Pvt. Ltd (2022-10 – 2022-12)

• Executed lead qualification and acquisition strategies across digital and outbound channels, managing CRM systems to track acquisition metrics and optimize conversion funnels.
• Coordinated client onboarding and relationship handoff processes to ensure continuity across the customer lifecycle.

B.Tech in Electrical & Electronics – Maharaja Agrasen Institute of Technology (2020-06 – 2024-05)

CBSE – Army Public School, Ambala Cantt (2018-06 – 2019-05)