Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

PIYUSH SOMKUWAR

Gurugram

Summary

As a dedicated Customer Success resource for international clients, I specialize in maintaining relationships and providing assistance to drive product adoption, up-selling, retention and strategizing to ensure customer success. With a post-graduate degree in Business Analysis for the SaaS products and overall four years of hands-on experience in the SaaS solutions industry, I have a proven track record of consistently understanding requirements, identifying challenges and reducing churn.

Overview

4
4
years of professional experience
1
1
Certification

Work History

ONBOARDING SPECIALIST (CLIENT SUCCESS)

Cvent
07.2024 - Current
  • Tools - Cvent Event Management, Salesforce, GainSight, Salesloft, Outlook, Office 365, Zoom, Azure AI, etc.
  • Responsible for making a strong first impression on the new clients by introducing them to the product and support resources.
  • Coordinating with Direct Sales, Account Managers and other cross-departmental teams to ensure the client’s success.
  • Initiating a success plan for the clients based on their requirements and outcomes by hosting meetings and making strategies to make them self-sufficient post a successful project.
  • Driving platform adoption by identifying clients’ challenges.
  • Opportunity identification and up-selling.
  • Managing escalations, account retention and churns.
  • Maintaining real-time documentation of clients’ interaction, action plans and milestones achieved.
  • Ensuring a smooth transition after project completion

SENIOR PRODUCT CONSULTANT (CLIENT SUCCESS AND CUSTOMER SUPPORT)

Cvent
09.2023 - 07.2024
  • Tools - Cvent Event Management, Salesforce, Outlook, Office 365, Slack, Zoom, Azure AI and Mockingbird.
  • Act as client’s primary contact/advisor regarding Cvent technology solutions, features and functionalities through calls and meetings.
  • Helped the clients with product adoption, trainings and self-service options.
  • Manage and coordinate on escalations, urgent and complex tickets/cases and routing them to the correct teams if required.
  • Maintain documentation related to clients’ queries, updates and internal processes.
  • Worked with the project team to create and test an internal bot created to resolve clients’ queries using chat GPT.
  • Worked with different teams to improve the UI/UX of websites, new features, identifying bugs, providing support to associates, creating team reports, custom tasks and analysing data.

ASSOCIATE PRODUCT CONSULTANT

Cvent
08.2021 - 09.2023
  • Support clients over the phone, meetings and email by answering their product questions and offering technical assistance.
  • Offer best practices to clients to boost their event attendance via Cvent’s marketing engine.
  • Gather client requirements and implement them in Cvent’s event management software.
  • Communicate with the client and review the initial implementation with them and make required changes.
  • Provide suggestions to the client to improve the overall result of the implementation and help client meet their goals.
  • Document all communication with the client in Cvent’s CRM software.

Education

Master of Business Information Systems - IT Faculty

Monash University
Melbourne, Australia
01.2020

Bachelor of Commerce (Honours) - Management

IEHE
Bhopal, Madhya Pradesh
01.2017

Skills

  • Client success
  • Customer retention
  • Reducing churn
  • Relationship Management
  • Growth strategies
  • Identifying challenges
  • Ensuring product adoption
  • Upselling products
  • Onboarding
  • Documentation and recordkeeping

Certification

  • Customer Success Management Fundamentals.
  • Agile Project Management: Agile, Scrum, Kanban & XPMental Health Advisor (Certification from Australia).
  • Projects Cost Management, Estimating, Budgeting and Control.
  • Project Management: Planning Phase of Project Management 21.
  • SQL Masterclass: SQL for Data Analytics.

Timeline

ONBOARDING SPECIALIST (CLIENT SUCCESS)

Cvent
07.2024 - Current

SENIOR PRODUCT CONSULTANT (CLIENT SUCCESS AND CUSTOMER SUPPORT)

Cvent
09.2023 - 07.2024

ASSOCIATE PRODUCT CONSULTANT

Cvent
08.2021 - 09.2023

Bachelor of Commerce (Honours) - Management

IEHE

Master of Business Information Systems - IT Faculty

Monash University

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PIYUSH SOMKUWAR