Summary
About me
Team Player
SUCCESS TO ME LOOKS LIKE:
ACCOMPLISHMENTS
FUN FACTS
Work History
Education
Skills
Certification
Volunteer
Nichola Pandian

Nichola Pandian

Customer Success Leader
Vadodara

Summary

Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams with more than 17+ years of experience developing relationships and partnerships, servicing accounts and boosting profits. Strategic and analytical, expertise in building new network connections, promoting products and expanding territories. Highly skilled in operations management, account management, churn management, customer relationship, onboarding, data governance, problem management and change management.

About me

Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams with experience of developing relationships and partnerships, servicing accounts and boosting profits. Strategic and analytical, expertise in building new network connections, promoting products and expanding territories. Highly skilled in operations management, account management, churn management, customer relationship, onboarding, data governance, problem management and change management.

Team Player

I have managed teams of up to 35 members and direct reports of 12 CSMs across multiple segments including digital CS, enterprise, and strategic accounts. I am the type of customer success leader who will serve our teams, challenge the status quo, and create revenue opportunities for our business.

1) Serving my teams. I work for them, not the other way around

2) Understanding my customers and their goals

3) Working collaboratively to build trust with our cross-functional partners

4) Using data to drive decision making

SUCCESS TO ME LOOKS LIKE:

🔹 Transparency: Speak your mind

🔸 Authenticity: Be the real you

🔹 Vulnerability: Let people in

🔸 Conscious listener: Allow people to be heard

🔹 Celebrator: Show people they are valued

🔸 Giver: Always give more than you receive

ACCOMPLISHMENTS

My teams have consistently delivered over 120% NRR, 95% GRR, 50+ NPS, and 70%+ product adoption all while growing $50+ million dollars in ARR collectively. Only Manager to overachieve target.

  • 100% Renewals
  • Best Lead Award 3 consecutive years
  • Built a Use case repository with 400+ customer stories
  • Over 100+ customer success stories shared through Customer Advocacy and Marketing activities

FUN FACTS

I am a creative person and mostly found in between a craft project. When not crafting, I bake or watch a suspense/thriller movie and even celebrate the success of guessing the climax of the movie. I am a sunshine mixed with a little hurricane and believe there’s no fun in giving up.

Work History

Manager of Customer Success

Karat
01.2024 - Current
  • Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Facilitated successful renewals through diligent relationship management and proactive issue resolution.
  • Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
  • Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
  • Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
  • Implemented risk management strategies to mitigate potential barriers to project success.

Principal Customer Success Manager

LinkedIn
Vadodara
07.2022 - 05.2023
  • At LinkedIn, I'm here to support company's vision of creating economic opportunity for every member of the global workforce.
  • Act as a trusted advisor to the end users and their management to drive product adoption and ensure they leverage the solution to achieve agreed operational priorities, leading to full business value.
  • As a Product and talent strategy consultant for LinkedIn’s Hiring suite of solutions with our top tier global enterprise clients’ CHROs, VPs, and Talent Leaders across industries. Responsible for post sales success and clients gaining meaningful ROIs that resulted in long term renewals and product updates.
    1. Produce customized and relevant data driven insights to inform and support full funnel talent strategies across hiring, development, and retention.
    2. Generate Product and Engagement Plans aligned to client objectives and a Value Engagement Framework, that channel desired results and ROIs.
    3. Analyze market and workforce trends to support DEI, Tech Recruitment , Brand Engagement, and Internal Mobility strategies with a strong competitor benchmarking, assessing and tracking framework aligned to optimization goals.
  • Skills: Data Storytelling · Product Adoption · Social Recruiting · Internal Mobility · Talent Intelligence · Strategic Planning · Account Management · Customer Success · Data-driven Decision Making · Competitive Intelligence · Cross-functional Collaborations · Change Management · Project Management · Employer Branding

Program Manager - Account Management

Zycus Infotech
Vadodara
09.2021 - 07.2022
  • Identified program obstacles and communicated possible impacts to team.
  • Monitored metrics and developed actionable insights to improve efficiency and performance. Resulting in 100% renewals and increased sales by for EMEA region by over 60% with multi year deals.
  • Facilitated penetration of key accounts via strategic planning initiatives.
  • Coached team members on productivity strategies to accomplish challenging goals.
  • Worked with subject matter experts to develop and implement mentoring programs to promote better learner experiences.
  • Participated in pilot tests and revised programs based on feedback and results.
  • Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
  • Designed and developed programs and projects for dissemination to personnel.
  • Demonstrated strong writing and presentation skills to develop briefs, contracts and analytical reports for clients.
  • Established milestones and objectives based on input from functional areas and stakeholders.
  • Managed successful negotiation of long-term contract renewals with franchise owners and sales affiliates.
  • Defined clear targets and objectives and communicated to other team members.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Lead Customer Success Manager

Automation Anywhere
Vadodara
04.2017 - 09.2021
  • Principal point of contact for global (Fortune 500) customers, to drive adoption, retention, renewals, customer advocacy, and ensure customer is able to scale and their journey is seamless
  • Played key role in the growth of Customer success Program, built the team ground up. Defined playbook.
  • Ensure new customers are on-boarded effectively and existing Enterprise accounts have the resources, training/consultation, and support to achieve their desired results for revenue growth.
  • Facilitate the penetration of key accounts via strategic planning initiatives and establishing relationship with customers’ executive team.
  • Maintain a deep understanding of the product and industry knowledge to be able to suggest customers about the most relevant features/functionality for their specific business needs.
  • Conduct internal and external QBR/EBR to discuss the results of the quarter and set goals for the next quarter.
  • Recommend new version upgrades, nextgen products to customers, resulting in a 55% in add-on business.
  • Serve as the voice of the customer and provide internal feedback on product improvements, feature requests and bugs.

Business Dev and Client Relationship Manager

SiE Brians
Bangalore
02.2016 - 02.2017
  • Responsible to develop and implement strategic initiatives that contribute to an organization's growth, productivity and goals.
  • Develop effective working relationships with clients and their exec team through regular meetings. To identify and obtain further sales and Business development opportunities.
  • Successfully onboarded 14 new logos. Attained and increased annual sales targets by 25%.
  • Assessed client needs and developed plans to adequately address current and future objectives to reduce churn rate.

Business Development Manager

Anrah Solutions
Vadodara
01.2014 - 01.2016
  • Led account management, strategy, targeting and campaign development for 12 large Fortune 500 clients.
  • Multiplied revenue from 500k to $ 1m and effectively negotiated and authored key national contracts with Fortune 500 clients.
  • Developed and implemented favorable pricing structures balancing firm objectives against customer targets.

Sr Business Development Executive

Collabera Technologies Private Limited
Vadodara
11.2012 - 12.2013
  • Partnering with outside sales staff to ensure coverage across a region and BU of Accenture in the US. Plan approaches and pitches increased sales by 47%
  • Researched and identified opportunities for account growth, account penetration and market expansion.
  • Negotiated and closed long-term agreements with new clients in assigned territory.

Sr. Advisor

Accenture Services Pvt Ltd
Bengaluru
09.2010 - 10.2012
  • Head responsibility to exceed business objectives, customer service
    satisfaction and account profitability.
  • Collaborate with the Managers to identify the gaps in the Process and develop and facilitate content in order to improve Customer
    Experience/Satisfaction. Handle Escalations and resolve them in a timely manner. Managed over 50 emails/calls a day.

Business Development Offcier

Tata Communications Ltd
Bengaluru
01.2009 - 07.2010
  • Visit potential, new and existing customers to facilitate new business and build strategic relationship with exec team of the fortune 500.
  • Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.

Senior Subject Matter Expert

Mphasis Limited
Mumbai
11.2005 - 11.2008
  • Established compatibility with third party software products by developing program for modification and integration.
  • Active participation in new work migration (within process PAN India). Interacted with US counterparts & level 2 client support.

Education

MicroMasters in Business Management -

Indian Institute of Management

Bachelor of Arts - English Literature

Veer Narmad South Gujarat University

Skills

  • Training and mentoring
  • Strategic communications
  • Revenue growth
  • Key accounts development
  • Multi-site program management
  • Key account management

Certification

  • SWOT Analysis

  • Microsoft Azure Fundamentals - AZ 900

  • AWS Cloud Fundamentals

  • Advances certification - Robotics Process Automation

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Nichola PandianCustomer Success Leader