Prithvi Sharma
Faridabad
Summary
As a Senior Customer Success Manager at Wizikey, I bring over nine years of experience in customer success, strategy, and operations. I lead and mentor a dedicated team focused on delivering exceptional customer experiences, enhancing client retention, and fostering account growth. My role emphasizes leveraging team management, cross-selling, and customer experience to ensure client satisfaction, and sustained business growth.
Overview
10
10
years of professional experience
Work History
Senior Manager - Customer Success
Wizikey Software Pvt Ltd
01.2023 - Current
- Enhanced client onboarding process, increasing satisfaction score by 18%.
- Achieved 45% growth in customer retention across client portfolio.
- Developed and implemented comprehensive training materials and schedules.
- Conducted webinars and workshops to provide effective training for new clients.
- Collaborated with various departments to address customer service issues efficiently.
- Promoted customer advocacy through surveys, reviews, case studies, and referrals.
- Surpassed annual team goal of maintaining client response rates above 97%.
Customer Success Manager
Fretron Pvt Ltd
12.2021 - 09.2022
- Scheduled regular check-ins to maintain strong customer relationships.
- Provided support for system integrations and implementation projects.
- Maintained detailed documentation of client interactions and resolutions.
Asst. Manager (Customer Success)
OpenAppliances Pvt Ltd
01.2019 - 11.2021
- Managed client on-boarding processes, ensuring that their expectations and goals were fully met.
- Developed new customer training sessions, conducted webinars and workshops for new clients.
- Executed CRM campaigns using a different of channels such as email and Whatsapp.
Community Development Coordinator
Letsendorse Development Pvt Ltd
Bangalore
02.2018 - 01.2019
- Collaborated with stakeholders to identify and address community needs and concerns.
- Developed educational materials for workshops focused on community empowerment and resources.
- Organized events to promote awareness of community services and development opportunities.
Email Marketing Executive
BrandRecourse Technology Pvt Ltd
07.2016 - 09.2017
- Executed Frontend and Backend code.
- Generated market research to identify business trends, provided business updates to existing clients, and conducted customer feedback in order to discover potential areas of improvement.
- Organised meetups and various events; supported clients and using own knowledge and expertise resolved any problematic issues.
Education
Master of Business Administration - Marketing
Narsee Monjee Institute of Management Studies
Mumbai, MaharashtraBachlor of Technology - Computer Science
Maharishi Dayanand University
Rohtak, HaryanaSkills
- Account management
- Revenue growth
- Training and mentoring
- Team development
- Escalation handling
- Incremental support training
- Up-selling
- Customer onboarding
- Relationship building
- Customer advocacy
- Customer retention
Timeline
Senior Manager - Customer Success
Wizikey Software Pvt Ltd
01.2023 - Current
Customer Success Manager
Fretron Pvt Ltd
12.2021 - 09.2022
Asst. Manager (Customer Success)
OpenAppliances Pvt Ltd
01.2019 - 11.2021
Community Development Coordinator
Letsendorse Development Pvt Ltd
02.2018 - 01.2019
Email Marketing Executive
BrandRecourse Technology Pvt Ltd
07.2016 - 09.2017
Master of Business Administration - Marketing
Narsee Monjee Institute of Management Studies
Bachlor of Technology - Computer Science
Maharishi Dayanand University