Kanika Sharma
Gurgaon
Summary
Dynamic professional experienced in customer success, known for fostering strong client relationships and implementing effective onboarding strategies. Proven ability to analyze feedback and collaborate across teams to drive operational improvements and enhance customer retention.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Sr Customer Success Specialist
Global Logic
Gurgaon
05.2025 - Current
- Facilitated onboarding sessions for new customers to ensure smooth integration.
- Conducted regular check-ins with clients to strengthen relationships and engagement.
- Developed training materials tailored to customer requirements for effective learning.
- Analyzed customer feedback to identify trends and improve service offerings.
- Managed customer inquiries through various channels, ensuring timely responses.
- Collaborated with sales teams to address client needs and feedback effectively.
- Delivered training and guidance to team members on escalation management best practices and compliance standards.
- Acted as a customer advocate by capturing, escalating, and resolving customer concerns in a timely and effective manner.
- Produced regular customer success performance reports, including KPIs, customer feedback insights, and operational improvement outcomes.
Sr Client Success Specialist
Zeta Global
Remote
07.2023 - 04.2025
- Cultivated strong client relationships through regular check-ins and feedback sessions.
- Managed renewal processes, ensuring timely communication and documentation with clients.
- Maintained detailed records of client interactions using Salesforce CRM software for tracking purposes.
- Developed and implemented process improvements to increase customer satisfaction levels.
- Performed ongoing analysis of competitors' offerings in order to stay ahead of the curve.
- Prepared presentations for executive level stakeholders about strategic initiatives related to client success.
- Developed customized onboarding plans for each client according to their specific needs.
- Analyzed data trends associated with customer success activities and made recommendations accordingly.
Customer Relations Specialist
Everest Group
Gurgaon
04.2022 - 07.2023
- Acted as a customer advocate by capturing, escalating, and resolving customer concerns in a timely and effective manner.
- Developed and implemented process improvements to enhance escalation workflows, while ensuring alignment with industry standards and organizational goals.
- Supported the implementation of new customer success tools, processes, and initiatives, ensuring successful adoption across teams.
- Maintained accurate, up-to-date documentation of customer success processes, workflows, and operational initiatives.
- Audited customer account information to identify issues and develop solutions.
- Worked closely with sales teams to ensure client satisfaction from acquisition to proposal phases.
- Partnered cross-functionally with Commercial, Product, Operational Excellence, and L&D teams to align customer success initiatives with business objectives.
Global Sales Operations Enablement Analyst
IHS Markit (S3P Global)
Gurgaon
03.2019 - 04.2022
- Increased CRM adoption by 35% by enhancing tool functionality, delivering monthly training sessions, generating actionable insights, and reinforcing the CRM as the single source of truth for sales data.
- Led 10+ process improvement initiatives across sales operations, pipeline management, and innovation, fostering a culture of collaboration, continuous learning, brand advocacy, and agile change management.
- Developed and maintained 15+ interactive dashboards and real-time reports to monitor sales performance, forecast accuracy, and team activity across regional and leadership levels.
- Managed end-to-end Salesforce CRM administration for 200+ users, including user onboarding, license allocation, training, lead management, and issue resolution to ensure seamless operations.
- Delivered ad hoc data analysis and generated weekly/monthly reports to support strategic sales decisions and leadership reviews.
- Facilitated bi-weekly governance meetings and provided timely stakeholder updates, ensuring alignment on sales performance, metrics, and strategic initiatives.
- Collaborated with global teams in marketing, customer success, finance, and sales to streamline workflows and improve cross-functional alignment, resulting in a 15% reduction in process bottlenecks.
- Successfully transitioned and stabilized 5+ critical sales processes to India, achieving 25% operational efficiency gains and maintaining service quality during the handover.
- Partnered with cross-functional teams to identify and implement process optimization strategies, leading to a 20% improvement in overall sales process efficiency.
Sales Operations Coordinator
Mizuho Financial Bank
New Delhi
01.2017 - 03.2019
- Optimized and documented 5+ key sales and operations processes, improving workflow efficiency by 20%.
- Conducted market research and segmented 1000+ clients into actionable categories, supporting targeted sales strategies.
- Ensured 100% CRM data hygiene through regular audits and updates, reducing duplicate entries by 30%.
- Managed and updated multiple Excel databases with high accuracy, supporting reporting and forecasting for weekly sales reviews.
- Designed and delivered 10+ PowerPoint presentations for sales training sessions, enhancing team readiness and performance.
- Handled daily client servicing and operational tasks for 30+ active clients, ensuring seamless execution and high client satisfaction.
Education
MBA - Finance
Institute Of Management G Technology
Ghaziabad, India03.2023
Bachelors of Commerce -
Delhi University
Delhi11.2016
Skills
- Customer relationship management
- Communication and stakeholder management
- Cross-functional collaboration
- Customer retention strategies
- Data and performance management
- Sales Navigator platform experience
- Adaptability in change
- Training development
- Pipeline management
- Sales performance reporting
- Data and performance management
- Experience with Marketo campaign management
- Experienced in utilizing ZoomInfo and Lusha
- Skilled in utilizing Sales Navigator for lead generation
- JIRA issue resolution
- Data loader
- Salesforce CRM administration
Certification
Salesforce ADM-201 Salesforce Certified Administrator
Timeline
Sr Customer Success Specialist
Global Logic
05.2025 - Current
Sr Client Success Specialist
Zeta Global
07.2023 - 04.2025
Customer Relations Specialist
Everest Group
04.2022 - 07.2023
Global Sales Operations Enablement Analyst
IHS Markit (S3P Global)
03.2019 - 04.2022
Sales Operations Coordinator
Mizuho Financial Bank
01.2017 - 03.2019
MBA - Finance
Institute Of Management G Technology
Bachelors of Commerce -
Delhi University