Mudrika Shakdwipee

Growth: Senior Customer Success Manager (Jan 2023)

Customer Success Manager (Aug 2020)

• Managing post-sales relationships with customers, ensuring delivery of products and services according to contract terms and commitments
• Implemented client feedback loops to inform product enhancements and better meet customer needs.
• Identifying opportunities for upselling and cross-selling based on customer needs and usage patterns, maximizing revenue potential and customer satisfaction
• Reduced churn rate by proactively identifying at-risk customers and addressing their needs.
• Optimized the customer journey by analyzing usage patterns and providing tailored recommendations based on unique needs.
• Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
• Developed data-driven action plans to improve customer outcomes and experiences.
• Streamlined internal workflows through cross-functional collaboration, improving overall efficiency within the customer success department.
• Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
• Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
• Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
• Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Growth Path:

Sr. Data Acquisition & Community Lead (Mar 2019)

Data Acquisition & Community Lead (Oct 2014)

Geographic Analyst (Dec 2012)

• Developed strategic partnerships with local businesses and organizations for mutual benefit and increased community impact.
• Managed business relationships with various stakeholders, fostering collaboration and ensuring alignment with content acquisition objectives
• Facilitated cross-team communication regarding tools and processes used in content acquisition, enhancing efficiency and effectiveness
• Led and mentored team members, monitoring performance and promoting a culture of continuous improvement in data acquisition processes
• Supervised geospatial data production, including field data collection and analysis using advanced GPS technology, ensuring accuracy and completeness
• Conducted technical studies and documentation to assess feasibility, project sizing, and integration of GIS applications, contributing to strategic decision-making and implementation.

• Managed complex GIS projects from inception to completion, ensuring timely delivery and accurate results.
• Proficient in GIS analysis, documentation and mapping.
• Presented technical reports and findings to stakeholders, effectively communicating complex GIS concepts in a simplified mann
• Improved GIS data accuracy by performing routine quality control checks and implementing necessary updates.
• Built and maintained database by inputting field data, drawings and project information.
• Collaborated with cross-functional teams to ensure project success, providing valuable input on geospatial matters.
• Educated users about how to operate and leverage GIS software for different applications.
• Generated data layers, tables and reports for use by corporate and government clients.

• Performed complex troubleshooting and assisted in leading initiatives to solve challenging scientific problems with assays or instrumentation.
• Improved collaboration between departments, fostering a positive work environment and increased productivity.
• Evaluated emerging trends in the field by staying informed about recent developments in technology and industry standards.
• Led cross-functional teams to achieve project milestones within tight deadlines and budget constraints.
• Mentored team members on best practices for data management, ensuring integrity and accessibility of valuable information assets throughout the project lifecycle.
• Trained junior scientists to develop essential skills, improving team performance while contributing to individual career growth.