Pratibha Wadhwani
Bhopal,MP
Summary
Dynamic professional with over 11 years of expertise in Sales, Account Management, and Customer Success across diverse markets, including India, APAC, EMEA, and North America. Currently serving as a Senior Customer Success Manager at Birdeye in Palo Alto, California, focusing on cultivating strong customer relationships and driving product adoption and upselling opportunities. Demonstrated success in delivering impactful training and analytics to clients, achieving high customer success metrics such as NPS, CSAT, GRR, and NRR. Adept at collaborating with cross-functional teams to address customer needs while managing a portfolio exceeding $1 million across 50 accounts, resulting in a customer satisfaction score of 91%.
Overview
12
12
years of professional experience
Work History
Senior Customer Success Manager - Mid Market
Birdeye
10.2021 - Current
- Manage a portfolio with ARR ranging from $1.5M to $2M, ensuring high retention and growth.
- Become an expert in the company's SaaS product(s) and stay updated on new features and enhancements. Be able to effectively communicate product benefits and solutions to customers.
- Partner with upmarket customers to drive product adoption and retention.
- Advocate for customer needs internally, collaborating with Product, Support, and Engineering teams to resolve issues and influence roadmap priorities.
- Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them achieve their objectives.
- Anticipate risks and support customers through evolving workflows.
- Deliver regular business reviews to showcase value, identify opportunities for growth, and mitigate risks of churn.
- Drive the process of identifying opportunities for upselling, cross-selling, and expanding customer contracts during the renewal journey. Work closely with the sales team to drive revenue growth from existing customers.
- Act as a point of escalation for customer issues, ensuring timely resolution.
Sales and Account Manager - International Market
Ercess Live
04.2020 - 10.2021
- Established trusted relationships with clients, driving continued value of products and services.
- Mentored and developed management resources to support strategic initiatives independently.
- Supervised & trained junior resources, ensuring goals were met and exceeded.
- Managed client contract renewals and drove upsell revenue.
- Forecasted churn risk & developed mitigation plans to minimize customer churn.
- Key Responsibilities
Senior Sales Manager - South India
Quess Corp
02.2019 - 01.2020
- Monitored customer buying trends, market conditions, and competitor actions to adjust sales strategies.
- Managed a Book of Business of over 10 Crores.
- Collaborated with internal teams and suppliers to evaluate costs and set structures to achieve profit targets.
- Forecasted sales and set successful policies to achieve sales objectives within the specified timeframe.
- Key Responsibilities
Sales Manager
Hakkasan Group
08.2017 - 01.2019
Sales Coordinator
Vivanta by Taj Whitefield
02.2015 - 07.2017
Admission Counselor
Jagran Lakecity University
01.2014 - 02.2015
Education
MBA - Human Resources Management
Amity University
Noida, Uttar Pradesh01.2013
Bachelor of Commerce - Commerce and Economics
Bhopal School of Sciences
Bhopal, Madhya Pradesh01.2011
Skills
- Client/Customer Relations Management
- Proactivity
- Account Management
- Churn Management
- Strategic Insight/Discipline
- Product Adoption
- Cross Selling & Up Selling
- Renewal and Expansion
- Time Management
- Technical Knowledge
- Communication Skills
- Technical Skills
- Empathetic communication
- Consultative Approach
- Adaptability
Languages
Hindi & English
Hobbies
- Traveling
- Podcasting
Technical Acumen
- Proven track record of driving and improving executive relationships, customer satisfaction, adoption, and retention.
- Exceptional interpersonal, verbal, and written communication skills. Ability to clearly convey complex technical concepts to diverse audiences.
- Strategic thinker with the ability to anticipate challenges and provide solutions proactively.
- Comfortable working cross-functionally with Sales, Product, Marketing in a fast-paced, global organization.
- Experience with CRM platforms (Salesforce).
Timeline
Senior Customer Success Manager - Mid Market
Birdeye
10.2021 - Current
Sales and Account Manager - International Market
Ercess Live
04.2020 - 10.2021
Senior Sales Manager - South India
Quess Corp
02.2019 - 01.2020
Sales Manager
Hakkasan Group
08.2017 - 01.2019
Sales Coordinator
Vivanta by Taj Whitefield
02.2015 - 07.2017
Admission Counselor
Jagran Lakecity University
01.2014 - 02.2015
MBA - Human Resources Management
Amity University
Bachelor of Commerce - Commerce and Economics
Bhopal School of Sciences