Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Garima Kandpal

Garima Kandpal

noida

Summary

Customer Success professional with proven experience in the CPaaS industry, specializing in managing client relationships across SMS, Voice, WhatsApp, and RCS channels. Adept at onboarding enterprise clients, optimizing communication workflows, and driving platform adoption to ensure business value and retention. Skilled in cross-functional coordination, campaign performance analysis, and regulatory compliance (DLT, template registration). Known for delivering strategic account growth through proactive engagement, upselling opportunities, and exceptional customer experience.

Overview

11
11
years of professional experience

Work History

Customer Success Manager

sinch
Noida
05.2021 - Current
  • Managed a portfolio of 20+ mid-to-enterprise CPaaS clients across sectors like BFSI, e-commerce, and logistics, ensuring high platform adoption, and customer satisfaction.stomer satisfaction.
  • Acted as the primary point of contact for post-sales engagement, driving onboarding, integration support, and business expansion across SMS, WhatsApp, Voice, and RCS channels.
  • Conducted regular business reviews and analytics deep-dives to track campaign performance (CTR, delivery rate, latency), and identify optimization opportunities.
  • Collaborated with cross-functional teams (product, delivery, and tech support) to resolve escalations and proactively manage customer expectations.
  • Played a key role in driving upsell/cross-sell of new CPaaS solutions, like chatbot integration, Verified SMS, and omnichannel dashboards.
  • Supported compliance and regulatory onboarding, including DLT registration and template approvals for messaging.
  • Improved overall customer retention rate by 15% year over year through consistent value delivery and relationship management.

Account Manager

Ibroad Communication Pvt Ltd
Noida
10.2019 - 05.2021
  • Participated in brainstorming sessions to develop new ideas for business development initiatives.
  • Managed multiple accounts simultaneously while meeting deadlines.
  • Developed and maintained relationships with key accounts to ensure customer satisfaction.
  • Analyzed client data and identified opportunities for growth.
  • Utilized problem-solving skills when dealing with difficult customers.
  • Renewed existing accounts by building relationships with clients.

Client Service Manager

greycell marcom pvt. ltd.
Noida
04.2014 - 09.2019
  • Completed day-to-day duties accurately and efficiently.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Updated and maintained databases with current information.

Education

MBA - Sales & Marketing

IMT Ghaziabad
Ghaziabad
07-2014

B. Com. - Commerce

Delhi Univrsity
Delhi Univrsity
07-2006

High School Diploma -

GGIC
Almora
07-2003

Skills

  • Customer success
  • Client onboarding
  • Campaign analytics
  • Cross-functional collaboration
  • Regulatory compliance
  • Business expansion
  • Customer relationship management
  • Upselling techniques

Accomplishments

  • Recognized and awarded excellence in services in APAC
  • Awarded as the best CSM during my tenure at work
  • Member of the emergency response team in case any incidents happen

Languages

English
First Language
English
Upper Intermediate (B2)
B2
Hindi
Proficient (C2)
C2

Timeline

Customer Success Manager

sinch
05.2021 - Current

Account Manager

Ibroad Communication Pvt Ltd
10.2019 - 05.2021

Client Service Manager

greycell marcom pvt. ltd.
04.2014 - 09.2019

MBA - Sales & Marketing

IMT Ghaziabad

B. Com. - Commerce

Delhi Univrsity

High School Diploma -

GGIC

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Garima Kandpal