Niharika Sikarwar
Senior Customer Success Executive
Bangalore
Summary
Results-driven Digital Marketing and Customer Success professional with over 6 years of experience in team leadership, customer engagement, and performance-driven digital marketing strategies. Adept at leading teams, coaching talent, ensuring KPI achievement, and driving customer satisfaction. Proven ability to manage cross-functional teams, execute process improvements, and enhance operational efficiency in fast-paced environments. Looking to leverage expertise in digital marketing and team management in a Team Lead (Digital Marketing) role.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
5
5
Certifications
Work History
Customer Success (Team Leader)
Shopalyst Technologies
01.2022 - 12.2023
- Led and mentored a team of 6+ customer success executives, implementing data-driven coaching techniques to improve team performance.
- Use CRM tools (Freshdesk) and resolve customer queries on a daily basis, achieving 100% SLA's.
- Managed customer onboarding and engagement strategies to ensure high NRR and satisfaction rates.
- Work with internal cross-functional teams (product, sales, pre-sales, marketing, product marketing, support etc.) to ensure customer’s issues/solutions are addressed.
- Conducted quarterly business reviews (QBRs) and deep-dive analytics for existing clients to ensure their business goals were met.
- Created knowledge base articles, FAQs, and training materials to improve team efficiency and customer self-service capabilities.
- Ensured process adherence, KPI achievement, and consistent quality across multiple communication channels (email, chat, and calls).
Senior Customer Success Executive - II
Shopalyst Technologies
01.2018 - 01.2022
- Performed initial on-boarding of accounts with enterprise-level customers, ensuring strong adoption and ongoing engagement throughout the customer's lifetime.
- Managed a portfolio of high-value enterprise clients such as ITC, L'Oreal, Unilever, Diageo, Nestle, P&G, etc., serving as the primary point of contact for digital marketing and customer success initiatives.
- Settled 1000+ customer conflicts, provided proactive engagement troubleshooting and resolution for customer issues via email chat and calls, leading to a customer satisfaction score of 91%.
- Promoted awareness of new features and product innovations to maximize customer success.
- Handled and resolved 25-30 customer support tickets per day, ensuring efficient workflow management.
Customer Success Executive
Shopalyst Technologies
09.2017 - 12.2017
- Oversaw a product database of over 100,000 items, ensuring regular updates and seamless data management.
- Designed mock product pages for potential clients, improving sales pitch effectiveness and engagement.
- Coordinated with departments to implement customer feedback, enhancing product quality and customer retention by 25%.
- Created interactive web pages using JSON and HTML, enhancing landing pages and product visibility.
Education
PGDM - Marketing Management
Mount Carmel Institute of Management
Bangalore 05.2015 - 04.2017
Bachelor of Commerce (B.Com) - Financial Accounting
Jiwaji University
Gwalior, India 05.2011 - 04.2014
Skills
- Team Leadership & Performance Management
- Onboarding and orientation
- Customer Success & Engagement
- KPI Monitoring & SLA Compliance
- Email, Chat, and Call Operations Management
- Training & Talent Development
- Process Automation & Optimization
- Client service & Customer relationship management (CRM)
- Excellent Verbal & Written Communication
Accomplishments
- Successfully led a digital marketing team to achieve 100% SLA compliance and boost campaign engagement rates by 30%.
- Spearheaded automation initiatives within customer success, reducing manual efforts by 40% and improving response time.
- Recognized as a star performer and received client appreciation for a customer-centric approach and outstanding service delivery.
- Designed interactive training programs, improving new hire efficiency and reducing onboarding time by 50%.
Tools
- Customer Support & CRM: Freshdesk, Zoho
- Project & Task Management: Asana, Monday.com, Slack
- Analytics & Marketing: Google Analytics, Google Ads, Meta Ads Manager
- Monitoring & Reporting: Kibana
- Productivity & Design: Microsoft Office (Excel, Word, PowerPoint), Canva
- Technical Proficiency: HTML, JSON
Certification
Get started using Google Analytics
Timeline
Freshworks Freddy AI Essentials
05-2025
Get started using Google Analytics
04-2025
Microsoft PowerBi workshop
04-2025
Marketing on LinkedIn
04-2024
Public Speaking
04-2024
Customer Success (Team Leader)
Shopalyst Technologies
01.2022 - 12.2023
Senior Customer Success Executive - II
Shopalyst Technologies
01.2018 - 01.2022
Customer Success Executive
Shopalyst Technologies
09.2017 - 12.2017
PGDM - Marketing Management
Mount Carmel Institute of Management
05.2015 - 04.2017
Bachelor of Commerce (B.Com) - Financial Accounting
Jiwaji University
05.2011 - 04.2014
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