MALVIKA TANDON
Gurgaon
Summary
Customer Success & SaaS Lifecycle Professional with 5+ years of experience driving onboarding, client engagement, retention, and revenue growth across enterprise and SMB accounts. Proven ability to improve customer experience, accelerate product adoption, and identify upsell and expansion opportunities in fast-paced SaaS environments.
Skilled in consultative sales & onboarding, stakeholder management, and cross-functional collaboration to deliver value-driven solutions that enhance customer satisfaction, reduce churn, and support business growth.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Vice President Marketing & Outreach Programs
Trace Services Pvt. Ltd.
04.2024 - Current
- Managed end-to-end client lifecycle for 20+ enterprise and SaaS clients, ensuring seamless onboarding, engagement, and retention.
- Improved onboarding efficiency by 20% by streamlining workflows and implementing structured onboarding processes.
- Acted as the primary relationship manager for key accounts, maintaining high client satisfaction and long-term engagement.
- Increased client engagement by 30% through proactive communication, lifecycle touchpoints, and value-driven interactions.
- Collaborated with cross-functional teams (sales, product, and delivery) to ensure a consistent and high-quality customer experience.
- Implemented feedback and reporting mechanisms to identify customer pain points, improving service delivery and response time by 25%.
- Led and mentored a team of 8+, ensuring timely client communication, issue resolution, and onboarding support.
Senior Consultant
FxPay Services India Pvt. Ltd.
Hyderabad
10.2022 - 03.2024
- Managed onboarding and success for 500+ SMB clients under Meta programs, ensuring smooth platform adoption.
- Built scalable onboarding, QA, and training frameworks, improving onboarding effectiveness by 20%
- Conducted 50+ client training sessions and workshops, increasing product adoption and platform usage.
- Acted as a trusted advisor, helping clients optimize performance and achieve business goals.
- Improved client retention and engagement through regular check-ins, performance reviews, and consultative support.
- Reduced client drop-offs by 15% by proactively identifying and addressing engagement gaps.
- Collaborated with internal teams to resolve client issues, improving resolution TAT by 25%.
Senior Solutions Specialist
Regalix Inc.
Hyderabad
03.2021 - 09.2022
- Onboarded and managed 300+ SMB clients, ensuring successful adoption of advertising platforms as a part of the Managed Partners Program (Meta)
- Delivered client onboarding and training sessions, improving product understanding and usage.
- Increased client campaign performance by 20–25%, strengthening long-term relationships.
- Maintained consistent client engagement across the US, UK, and India markets, supporting retention and satisfaction.
- Partnered with cross-functional teams to ensure smooth post-sales experience and client success.
Marketing Intern
Bacardi India Private Limited
Gurgaon, India
02.2020 - 05.2020
- Conducted market, competitor, and digital analysis to support innovation go-to-market strategy for Bacardi Breezer, including new variant positioning against the beer segment.
- Evaluated social and digital engagement strategies of competing F&B brands during COVID-19, recommending tactics for domestic and international markets.
- Analyzed Bacardi Consumer Tracker (BCT) data, contributing to semi-annual and annual reports and executive presentations for internal reviews.
Marketing Intern
Lumax Industries Limited
Gurgaon, India
05.2018 - 06.2018
- Conducted market, business model, and competitor analysis of the Indian automotive lighting industry (bulbs & LEDs) to support growth and strategy insights.
Marketing Intern
Mann & Hummel Filter Ltd.
05.2017 - 06.2017
- Supported HR operations and industry research, contributing to business statistics analysis and automotive sector insights for Maruti Suzuki India Limited (MSIL).
Education
MBA - Marketing & Sales
IBS ICFAI Business School
Hyderabad, TG01-2021
BBA - Marketing & Sales
Amity University
Noida01-2019
Skills
- Product Marketing & Enterprise Go-to-Market (GTM) Strategy
- Enterprise Product Launch Planning & Cross-Functional Execution
- Product Positioning, Messaging, and Value Proposition Development
- Sales Enablement, Field Enablement & Customer Communication
- Customer Insights, Market Research & Competitive Analysis
- Product Usage Analysis & In-Market Performance Optimization
- Enterprise SaaS, B2B Technology & Workforce Solutions
- Product Adoption, Feature Rollout & Global Implementation Support
- Collaboration with Product, Engineering, Design, Sales & Customer Success
- Roadmap Input & Product Requirements Shaping through Market Feedback
- Data-Driven Decision Making, CRM & Marketing Automation
- Enterprise Buyer Personas (HR Leaders, L&D, Talent Development Teams)
Languages
English
Proficient
C2
Hindi
Proficient
C2
French (Beginners)
Beginner
A1
Certification
- Meta Certified Digital Marketing Associate, Meta (2022–2024)
- Meta: Grow Your Business | Ads Manager Learning | Create Reels | WhatsApp Marketing | Facebook Marketing | Instagram Marketing (2023)
- Fundamentals of Digital Marketing, Google Digital Unlocked (2020)
- Selling Skills for Different Industries, IBS Hyderabad (2020)
- Global Consumer Banking Virtual Internship, Citibank/InsideSherpa (2020)
- Certified Retail Departmental Manager, RASCI/Skill India (2019)
Accomplishments
- Achiever’s Award – Best Business Acumen, Amity University, 2019
Timeline
Vice President Marketing & Outreach Programs
Trace Services Pvt. Ltd.
04.2024 - Current
Senior Consultant
FxPay Services India Pvt. Ltd.
10.2022 - 03.2024
Senior Solutions Specialist
Regalix Inc.
03.2021 - 09.2022
Marketing Intern
Bacardi India Private Limited
02.2020 - 05.2020
Marketing Intern
Lumax Industries Limited
05.2018 - 06.2018
Marketing Intern
Mann & Hummel Filter Ltd.
05.2017 - 06.2017
MBA - Marketing & Sales
IBS ICFAI Business School
BBA - Marketing & Sales
Amity University