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Susmita Basak

I’m a Project Management and Customer Success professional with a background in marketing, innovation management, and market research. With experience across healthcare, FMCG, and SaaS domains, I specialize in stakeholder management, client communication, and driving data-backed insights to support business decisions.

I’ve worked with organizations like Siemens Healthineers, where I focused on innovation scouting, market analysis, and project coordination, and have also contributed to customer success operations, quality assurance, and process optimization in SaaS environments. My strength lies in bridging business needs with actionable insights while ensuring seamless project execution.

I’m passionate about problem-solving, continuous learning, and delivering value through collaboration, analytical thinking, and customer-centric approaches.

  • Role

    Project Management, Customer Success Operation

  • Years of Experience

    5 years

Skillsets

  • Qualtrics
  • Survey Design
  • Project Management
  • Tracxn
  • Survey monkey
  • SPSS
  • Service Cloud
  • Salesforce
  • Sales Cloud
  • Asana
  • PowerPoint
  • PowerBI
  • Nielsen
  • Kantar
  • Google forms
  • Excel
  • CRM
  • Cluster Analysis

Professional Summary

5Years
  • Nov, 2024 - Jan, 2025 2 months

    Project Management, Customer Success Operation

    Rebuscode Information Solutions
  • Oct, 2021 - Aug, 20231 yr 10 months

    Innovation Management, Market research

    Siemens Healthineers
  • Apr, 2020 - Oct, 20211 yr 6 months

    SME Operations Management

    Chegg India

  • Intern

    IMRB
  • Jul, 2017 - Sep, 20192 yr 2 months

    Senior Executive Insights

    Brandscapes Worldwide
  • Sep, 2019 - Nov, 2019 2 months

    Senior Client Service Manager

    Kantar WorldPanel

Work History

5Years

Project Management, Customer Success Operation

Rebuscode Information Solutions
Nov, 2024 - Jan, 2025 2 months
    Quality Assurance- Overseeing tracking and execution of all tasks related to software and recurring analytics requirements from customers for SaaS application. Client communication, product demo, organized training sessions, quality control, work process optimization, Agile methodologies, team coordination.

Innovation Management, Market research

Siemens Healthineers
Oct, 2021 - Aug, 20231 yr 10 months
    Project coordination: Identified potential business needs from stakeholder meetings, conducted secondary research for landscaping of emerging innovation and technology trends, healthcare solutions, devices, startups, etc. Market Analysis: Scouted startups, analysed product/service offerings. Stakeholder communication: Worked as POC between project stakeholders and startups, assisted in management of collaboration projects, presentations. Software quality assurance testing, brainstorming, defining features, evaluation. Praised for innovative business needs landscaping and presenting to clients. Questionnaire design and analysis for collecting information from customers. Domain: Digital Transformation, CSR, Digital Health, Medical Device, Biotech.

SME Operations Management

Chegg India
Apr, 2020 - Oct, 20211 yr 6 months

Senior Client Service Manager

Kantar WorldPanel
Sep, 2019 - Nov, 2019 2 months
    Worked on Kantar HH Panel data, coordinated with field and analysis teams. Prepared presentations for Client AOP using Panel Data. Project coordination with Nielsen and Kantar MB teams for client deck.

Senior Executive Insights

Brandscapes Worldwide
Jul, 2017 - Sep, 20192 yr 2 months
    Proposal Writing- Translated client needs into research needs. 6P Analyses. Analyzed market performance, buyer behaviour and delved deep into the 6Ps of marketing. Identified key reasons for a brands growth/decline. Formulated actionable insights to help clients strategize and grow their business. Described market structure, devised analysis plan, interpreted data from multiple sources like Nielsen, Kantar, Salesforce reports, automation of 6P deck.

Intern

IMRB
    Study to analyse customer approach towards bank selection for account creation in Kolkata region. Concepts/tools used- Questionnaire design, SPSS, Cluster analysis.

Education

  • MBA (Marketing)

    Army Institute of Management (2017)

  • BE (ECE)

    Birla Institute of Technology (2014)