Surajit Samanta

Customer Success and SaaS professional with 8+ years of experience in Product Support, Business Analysis, and Enterprise Client Management. Currently supporting RegTech SaaS platforms (Komrisk, Komtrakt, Komlit, Komtrol) at Lexplosion Solutions, managing 20+ enterprise accounts and resolving 350+ client queries as an SME and SPOC. Experienced in customer onboarding, product training, issue resolution, stakeholder management, UAT, and collaboration with Product & IT teams to improve customer experience and product adoption.

Senior Associate – SaaS Platform Operations at Lexplosion Solutions Pvt. Ltd. (2021-08 – Present)

• Support enterprise RegTech SaaS platforms including Komrisk, Komtrakt, Komlit, and Komtrol, helping organizations manage compliance, litigation, and contract lifecycle management (CLM) processes.
• Act as Subject Matter Expert (SME) and primary SPOC for enterprise customers by resolving 350+ client queries/issues, troubleshooting platform concerns, and ensuring seamless customer experience and issue resolution.
• Manage and support 20+ enterprise client accounts, driving customer engagement, platform adoption, and operational success through proactive stakeholder management.
• Conduct QBR (Quarterly Business Review) and QCU (Quarterly Catch-Up) meetings with clients to review platform adoption, discuss operational updates, address concerns, and strengthen stakeholder relationships.
• Conduct customer onboarding, product training sessions, and feature walkthroughs to help users understand platform capabilities and improve product adoption.
• Collaborate closely with product and IT teams to support issue resolution, feature enhancements, and platform improvements while communicating business requirements effectively.
• Gather and analyze customer requirements and provide actionable insights to internal teams to improve platform usability and customer experience.
• Support UAT activities, feature validation, and release coordination to ensure product enhancements align with business and customer expectations.
• Prepare MIS reports, dashboards, and operational reports to support customer tracking, compliance monitoring, and business analysis.
• Create customer-focused communications, training support, and process guidance to simplify product workflows and improve user understanding.
• Coordinate cross-functionally with legal, IT, management, and enterprise stakeholders to ensure smooth customer support and platform success.

Sr. Process Analyst at Arthur J. Gallagher (2018-04 – 2021-07)

• Managed insurance certificate renewals for U.S.-based clients, consistently maintaining 100% SLA compliance and ensuring timely documentation.
• Supported Property & Casualty (P&C), General Liability (GL), and Broker Management operations, ensuring timely policy renewals, regulatory compliance, and effective risk management.
• Optimized workflows through CSR24 and EPIC systems, reducing processing errors by 20% and improving turnaround efficiency.

Process Developer at Genpact (2014-08 – 2017-04)

• Worked as an Accounts Payable (AP) Subject Matter Expert (SME), managing international invoice processing (PO and Non-PO) for UK, Germany, France, and the Netherlands in SAP, maintaining >99% accuracy as per SLA.
• Handled end-to-end AP activities, including invoice validation, approvals, remittance preparation, and payment confirmations to stakeholders and vendors.
• Conducted audits and month-end closure activities, ensuring AP posting & FOREX discrepancy, accuracy, timely reporting, and compliance with accounting standards.
• Performed netting and Direct Debit (DD) postings, reconciling vendor accounts and supporting accurate financial settlements.
• Led cross-training sessions to build team capability and ensure seamless process continuity across multiple regions.
• Investigated duplicate invoices and resolved payment queries, ensuring adherence to SLAs and financial compliance.

Bachelor of Commerce (Honors) in Accounts – University of Calcutta (2009 – 2012)