Kalyani Kundalia
New Delhi
Summary
- Senior Customer Marketing and Advocacy Professional with 11+ years of experience driving customer engagement through user groups, in-person and virtual events, customer advocacy programs, online communities, and lifecycle marketing campaigns. Proven expertise in customer storytelling, testimonial videos, case studies, reviews, and enablement initiatives that support retention, expansion, and brand advocacy. Highly experienced in cross-functional collaboration with Product, Customer Success, Field Marketing, and Sales to deliver high-impact customer programs.
- Strong background in SaaS tools, including Salesforce, Pardot, Influitive, Higher Logic, Vanilla Forums, Khoros, Totango, Highspot, Canva, GoToWebinar, Zoom Webinar, Sendoso, Printfection, Tango, and NorthPoint.
- Experienced in managing global customer programs and events (both virtual and onsite) across ANZ, North America, and EMEA.
Overview
12
12
years of professional experience
2
2
Certifications
Work History
Senior Customer Advocacy & Marketing Manager
Whatfix INC
Gurugram
05.2021 - Current
- Owned and executed the global customer advocacy strategy, increasing advocate participation, customer stories, reviews, and executive-level engagement across regions.
- Executed 20+ customer events annually (virtual and in-person), including user groups, flagship events, Sponsor Connect programs, and Customer Advisory Board (CAB) meetings; achieved a 25% year-over-year increase in attendance and engagement.
- Led end-to-end customer event management: customer sourcing, speaker preparation, agenda design, communications, logistics, and post-event feedback & reporting.
- Prepared and coached customers for industry conferences, executive sessions, and panels, ensuring strong storytelling and brand alignment.
- Identified and nominated customers for industry awards, enabling shared PR, analyst visibility, and brand credibility.
- Built and managed a global Customer Advisory Board, aligning regional priorities, and facilitating executive-level feedback loops.
- Drove third-party customer reviews across Gartner Peer Insights, G2, and Trustpilot, integrating review generation into advocacy workflows.
- Defined and tracked advocacy KPIs (event engagement, advocate activation, review volume, content output), reporting business impact to senior leadership.
- Created and scaled customer proof assets, including case studies, video testimonials, quotes, reviews, blogs, and social snippets.
- Embedded customer proof points into demand generation campaigns, field marketing programs, website content, sales enablement assets, and social media.
- Led customer lifecycle communications, including product release newsletters, community digests, and advocacy campaigns.
- Built and maintained a unique use cases repository to support Sales, Marketing, and Product teams.
- Conducted customer interviews, surveys, and exit interviews to gather insights and inform messaging, roadmap discussions, and go-to-market strategy.
- Managed and scaled customer reference pipeline to supporting sales through credible customer voices.
- Led the day-to-day operations and growth of the Whatfix Community, driving member acquisition, peer-to-peer engagement, and meaningful participation across discussion forums and campaigns.
- Designed and executed community engagement programs including AMAs, customer feedback initiatives, gamification campaigns, contests, and focused customer connect sessions.
Community Moderator
Cloudera
Remote
09.2020 - 05.2021
- Led strategy, execution, and maintenance of Cloudera's online support community.
- Enable Cloudera's customers to self-serve through useful content about Cloudera product features and integrations
- Work cross-functionally with sales, marketing, product, engineering, and customer success to ensure community content is up to date.
- Ensure new product features and enhancements are adequately scheduled and advertised within the community upon launch with robust content and how-to videos that generate engaging discussions with our customers.
- Continuously monitor and moderate new posts, comments, and members added to the community.
- Ensure product requests and reported bugs are properly documented and handed off to Cloudera's product and engineering teams for review.
- Analyze community content to suggest effective solutions to increase customer satisfaction and net promoter scores.
- Analyze community engagement to measure ROI.
- Develop relationships with strong customer evangelists within the support community.
- Speak directly with customers over the customer support channels such as Live Chat and Email.
Senior Associate, Customer Marketing
Cvent
Gurugram
05.2017 - 09.2020
- Manage Cvent's award-winning loyalty programs- Cvent Celebrity and user group- Community 2.0
- Create email campaigns to recruit and provision new users and author forum posts for Community and Cvent Celebrity
- Conceptualise, build, and execute re-engagement email campaigns and Go-to-market campaigns
- Conduct review campaigns on G2 crowd, Capterra, and TrustRadius for online reputation management
- Review some (identified groups) business groups to check for negative reviews and intimate the concerned account manager
- Partner with the product and technology team to build a roadmap and execute projects that lead to increased engagement from active and lapsed customers.
- Manage the prospect and customer database by creating targeted lists and segments and maintain list health in accordance with privacy laws such as CASL CCPA and GDPR compliance
- Analyse insights and conversations to create actionable, operational reports that lead to optimization and efficiency in Cvent Celebrity platform performance
- Produce engagement ideas and build them in the hub such as monthly campaigns, hub hygiene, and daily education (product-related) activities
- Monitor, maintain, and strengthen consistent brand identity on the website and social media channels
- Keeping up to date on social media trends and best practices to create buzz on all channels
- Maintain social media influencer database for targeted campaigns considering meetings and event industry
- Create and maintain a customer reference hub
- Analyse the rewards/gift card spend in the hub and bring out ideas to churn points from the advocates
- Create a strategic rewards section (rewards that are professional growth such as L&D session, resume/cover letter consultation)
- Interact and solve client queries regarding Cvent Celebrity and Community 2.0
- Train cross teams to stay organized and aligned around the new engagement and recruitment initiatives every quarter
- Create case studies, feedback surveys, and testimonials for internal and external floating
- Create short zoom testimonial videos from advocates (happy customers)
- Constantly strike up a dialogue with the sales team to create new content for cross-sell and up-sell and to bring in references and referrals
- Manage success metrics and project status reporting on a weekly basis
Associate Content Writer
SoftwareONE India
Gurugram
07.2014 - 05.2017
- Quality auditor for all the marketing collaterals and client presentations
- Undertaken Facebook and LinkedIn for content generation periodically
- Fetching and comparing Facebook analytics report weekly
- Voice-over for presentations for internal/external use
- Creative and innovative ideas for the internal marketing campaigns
- Develop, write, and measure successful web campaigns
- Assist with coordination of media outreach & coverage with media releases such as newsletters and flyers
- Gather News stories from staff for use in all communication (internal & external)
- ONE|University and ONE|TV portals undertaken
- Develop content strategy for repurposing content.
- Maintain contact network with internal/external customers
- Coordinating with directors, Team Leads across departments
- Weekly calls with our global marketing team
- Content writing for flyers, Banners, and collaterals
- Coordinated webinars across 63 subsidiaries
- Content generation for Newsletters on a monthly basis
- Communication Mailers for internal and external floating
- Service update mailer for internal purpose
- Scriptwriting for internal training videos
- Interviews of stakeholders for video creation for Training & Development
- Create and coordinate public speaking engagements with internal customers such as chalk talk and brown bag sessions
Education
BA (Hons) - English
Ramjas College
Delhi, IndiaDelhi, India
Master of Journalism and Mass Communication (MJMC) - Marketing And Public Relations
Amity School of Communication
Marketing And Public Relations
Skills
- Leadership and Teamwork
- Customer First Approach
- Global customer advocacy
- Customer event management
- Content creation
- Customer lifecycle communications
- Data analysis
- Marketing strategy
- Cross-functional collaboration
- Data analytics
- Social media platforms
- Brand-building strategies
- Vendor relations
- Public and media relations
Websites
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Certification
Building a Creative Online Community, LinkedIn Learning
Timeline
Senior Customer Advocacy & Marketing Manager
Whatfix INC
05.2021 - Current
Community Moderator
Cloudera
09.2020 - 05.2021
Senior Associate, Customer Marketing
Cvent
05.2017 - 09.2020
Associate Content Writer
SoftwareONE India
07.2014 - 05.2017
BA (Hons) - English
Ramjas College
Master of Journalism and Mass Communication (MJMC) - Marketing And Public Relations
Amity School of Communication