Salesforce
ROSHNI SACHDEVA
Customer Success
Summary
Proactive and analytical problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
2025
2025
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Senior Customer Success Manager
MindTickle
02.2021 - Current
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring (Ran an onboarding initiative within the company and onboarded three CSMs in a month's time)
- Implemented client feedback loops to inform product enhancements and better meet customer needs (NPS score of customers, with an average of 8 SAT score).
- Optimized the customer journey by analyzing usage patterns and providing tailored recommendations based on unique needs (QBRs, creating custom reports to showcase to clients' leadership team).
- Reduced churn rate by 26%, proactively identifying at-risk customers and addressing their needs.
- Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts (ARR of 1.5 million USD).
- Increased customer engagement by designing targeted outreach campaigns tailored to individual user profiles.
- Contributed to company growth by driving referrals from satisfied customers through relationship-building efforts (18 advocacy's - reference calls and customer stories).
Account Manager
Zomato
9 2018 - 8 2019
- Handled 180+ accounts, with several of them being key accounts in the area, combined with an innate understanding of the local market trends.
- Identified the supply-demand gaps in my zone, grown accounts (MoM) with a minimum of 2% growth.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
Teacher
Kabir Higher Secondary School
06.2015 - 06.2016
Education
Master of Global Business - Contemporary Marketing Management
S P Jain School of Global Management
Mumbai, India 09.2019 - Current
Bachelor of Engineering - Information Technology
Vishwakarma Institute of Information Technology
05.2013 - 06.2018
Skills
Data-driven decision-making
Salesforce proficiency
Client onboarding
Account growth
Customer Relationship Building
Training and mentoring
Customer Retention
Documentation And Reporting
Volunteer Experience
- TRIL
- AIESEC
- Sakshi Org
Phonenumbers
+919923968203
Software
JIRA
CTD
Sales Navigator
Outreach
JMP
Mindtickle
MS Office
Timeline
Senior Customer Success Manager
MindTickle
02.2021 - Current
Master of Global Business - Contemporary Marketing Management
S P Jain School of Global Management
09.2019 - Current
Teacher
Kabir Higher Secondary School
06.2015 - 06.2016
Bachelor of Engineering - Information Technology
Vishwakarma Institute of Information Technology
05.2013 - 06.2018
Account Manager
Zomato
9 2018 - 8 2019