Summary
Overview
Work History
Education
Skills
Certification
LANGUAGES
Hobbies and Interests
Accomplishments
STRENGTHS
Timeline
Generic
Alisha Goyal

Alisha Goyal

Pune

Summary

Customer Success Manager | SaaS | Higher Education | Client Retention & Expansion Expert
Strategic Customer Success Manager with 8+ years in SaaS, EdTech, and enterprise customer management. Proven track record in executive stakeholder engagement, account expansion, and retention. Passionate about driving value, adoption, and satisfaction through consultative success planning, QBRs, and issue resolution.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Customer Success Specialist

ServiceNow
10.2022 - Current
  • Led engagement planning and tailored customer lifecycle strategies for 70+ global enterprise accounts.
  • Collaborated with Sales teams to ensure smooth transition from pre-sales to post-sales, identifying upselling and cross-selling opportunities, which led to a 15% increase in account expansion.
  • Proactively engage with C-level stakeholders (CISO/CIO/Director/Manager level) to ensure value realization and deepen customer relationships.
  • Delivered executive business reviews (EBRs) and prescriptive value playbooks focused on retention and expansion.
  • Supported cross-functional success by acting as project manager between Support, Product, and Sales to address issues and enable scalable growth.
  • Delivered strategic guidance and best practice enablement to increase perceived product ROI across cloud solutions..


Business Coordinator (Account Management)

Fujitsu
08.2018 - 09.2022
  • Designed and delivered scalable onboarding programs in collaboration with cross-functional teams, enabling faster value realization for new customers.
  • Conducted over 400+ sessions to support technology adoption in global customer accounts.
  • Acted as customer liaison for resolution of training pain points, driving continuous improvement in customer experience.
  • Worked cross-functionally to streamline internal processes, supporting seamless customer success and fostering long-term client relationships.

Senior Research Analyst

BizKonnect Solutions
01.2017 - 08.2018
  • Conducted market research in the technology sector, analyzing trends, products, and market sizing to produce actionable insights for key clients.
  • Collaborated with key customers to provide updates on market changes and product offerings, ensuring they stayed informed and could leverage insights for strategic decisions.
  • Implemented agile methodologies to streamline research processes, enabling faster delivery of insights and improving overall team efficiency.
  • Enhanced research workflows to meet tight deadlines across multiple projects, delivering high-quality reports under pressure.
  • Achievements/Tasks

Education

MBA - Marketing

Pune University
05.2017

Bachelor of Commerce - undefined

Sambalpur University
06.2015

Skills

  • Customer Success & Communication
  • Customer Onboarding & Customer Retention
  • Business Process Management
  • Learning Management System & CRMs (Hubspot, Highspot)
  • Account Management
  • Problem Resolution and Escalation
  • Process Improvement and Implementation
  • MS tools
  • Cross-Selling & Up-Selling
  • NPS & Sentiment Tracking
  • Higher Education Experience

Certification

  • Six Sigma Green-Belt - Elementary Proficiency
  • Power BI - Professional Working Proficiency

LANGUAGES

English - Professional Working Proficiency
Hindi - Native or Bilingual Proficiency

Hobbies and Interests

Travel, Movies, Hiking

Accomplishments

  • Stay Hungry Stay Foolish Award - ServiceNow: Developed a CSS Win Dashboard, enabling the team to effectively measure and track success metrics
  • Kakushin (Good Practice Award) - Fujitsu: Presented a Kakushin (An Innovation) termed as 'Effort- Utilization Report'
  • Spotlight Award - Fujitsu: Awarded for offering great support to end customers.
  • STAR Bronze Award - Fujitsu: Earned for Building Good Customer Relations
  • Nomination-Best Debutant Sales - Bizkonnect: Succeeded in generating two key leads (turnover more than $10 Million) within initial months of joining

STRENGTHS

  • Cross-Functional Collaboration
  • Customer-Centric Mindset
  • Analytical & Data-Driven Decision Making
  • Adaptability & Continuous Learning
  • Effective Communication

Timeline

Customer Success Specialist

ServiceNow
10.2022 - Current

Business Coordinator (Account Management)

Fujitsu
08.2018 - 09.2022

Senior Research Analyst

BizKonnect Solutions
01.2017 - 08.2018

Bachelor of Commerce - undefined

Sambalpur University

MBA - Marketing

Pune University

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Alisha Goyal