Divya Acharya
@divyaacharya
Customer success manager with 11+ years in SaaS and client engagement.
IndiaWhat I'm looking for
I am a customer-obsessed and AI-curious professional with over 11 years of diverse experience in SaaS, HCM, and digital marketing. My career has been defined by a strong focus on client experience, account management, and support, with more than 7 years dedicated to enhancing customer engagement and journey. I pride myself on my ability to lead complex implementations, resolve escalations with empathy, and mentor cross-functional teams, all while maintaining a relentless focus on outcomes that matter.
Throughout my career, I have successfully managed over 120 global customer accounts, driving workforce solution adoption and ensuring quality control. My strategic thinking and emotional intelligence have allowed me to build long-term relationships with stakeholders, driving customer advocacy and delivering scalable value creation. I am adept at translating client needs into impactful solutions, leveraging deep listening and clear communication to foster collaboration and problem-solving that aligns with business objectives.
Experience
Work history, roles, and key accomplishments
Senior Customer Success Manager
Practice Suite
Nov 2023 - Apr 2025 (1 year 5 months)
Managed over 120 global customer accounts, driving workforce solution adoption across platforms to meet business objectives and maximize customer engagement. Delivered product training and implementation sessions, resulting in a 25% increase in feature utilization and customer engagement.
Senior Implementation Specialist/Sr Customer Service Analyst
ADP Pvt. Ltd.
Nov 2018 - Nov 2023 (5 years)
Spearheaded UKG Pro and ADP WFM implementations for Time & Labor, Payroll, and Project Management for US clients. Led end-to-end requirement analysis, solution design, system configuration, testing, and deployment.
Sr. Business Development Executive & Team Mentor
Selling Simplified
Mar 2017 - Mar 2018 (1 year)
Managed lead generation and client support for Fortune 500 clients, fostering customer engagement and knowledgeable interactions. Established SOPs and an escalation matrix that reduced response time by 40%.
Senior Auditor – Underwriting & Process Control
AHMSI (Homeward Residential Inc.)
May 2007 - Aug 2011 (4 years 3 months)
Conducted internal audits and root cause analyses across underwriting processes. Authored SOPs and trained auditors, maintaining audit accuracy greater than 98%.
Education
Degrees, certifications, and relevant coursework
Annamalai University / INIFD, Pune
Bachelor of Science, Bachelor of Science
Completed a Bachelor of Science degree. This program provided a foundational understanding of scientific principles and methodologies.
Abeda Inamdar Jr. College, Pune
Highschool diploma, H.S.C.
Obtained a Highschool diploma (H.S.C.) from Abeda Inamdar Jr. College, Pune. This education provided a strong academic foundation.
SSPMS, Pune
Highschool diploma, S.S.C.
Received a Highschool diploma (S.S.C.) from SSPMS, Pune. This early education laid the groundwork for further academic pursuits.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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