ADITI VIKRAM

Engage with Enterprise, Mid-market & SMB customers as a Trusted Advisor post-Sales to provide strategic guidance and ensure client ROI from products and services. Leverage the Salesforce Customer Success methodology and build a comprehensive Success strategy to accelerate business value from their investment.

Key Responsibilities

• Work with cross-functional, geographically dispersed portfolio of 200+ customers across all segments to ensure >70% adoption and mitigate any attrition risk.
• Develop in-depth understanding of customer's SFDC use case and align with C-level stakeholders for discovery & assessment of their current business challenges and requirements
• Align with account team in pre-sales phase for a new and existing customer to understand business case & value prop, also ensuring post-sales challenges/pitfalls are identified and mitigated
• Leverages Salesforce Customer Success methodology and partners with customer C-level to build a comprehensive success strategy that aligns with the customer initiatives and programs
• Provide guidance & governance through implementation to ensure timely roll-outs with planned license consumption.
• Establish a wide network across the company beyond the success team and leverage the full potential of Salesforce, bringing in technical experts, success managers, executive sponsors, product managers, and strategic programs to transform the customer’s business
• Grow and increase adoption of our strategic customers by increasing business value delivered through Salesforce
• Acts as a Trusted Advisor providing strategic guidance and a path to value to Customer Executive Leadership and internal account teams, demonstrating cross-functional collaboration
• Establish relationships with key executives and decision-makers and participate in customer’s internal meetings to gain insights for recommending valuable and actionable solutions

Maintain a deep understanding of Salesforce solutions and drive client conversations around the most relevant features/functionality for their specific business needs. Grow platform adoption for smaller businesses through formal customer onboarding, upsell, renewal and supporting the overall client lifecycle processes.

Key Responsibilities

• Curated learning enablement path for a leading Tele Communications customer, supported senior Success Managers to ensure successful project go-live
• Collaborated with cross-functional teams to create Support Process documentation for Partner team for an Automotive industry customer go-live support
• Onboarded small businesses by understanding their business priorities and addressing challenges through weekly & fortnightly cadences
• Delivered customer facing sessions on newly launched products and existing Salesforce features with a 4.75/5 CSAT score
• Designed a 30-60-90-day onboarding plan for Success Managers and organized sessions for team engagement and wellness through volunteering activities