Summary
Overview
Work History
Education
Skills
Accomplishments
Technical Skills
Timeline
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PRIYANKA LALWANI

Bengaluru

Summary

Driven Customer Success Manager with proven record in enhancing customer experience and fostering strong relationships. Skilled in leveraging CRM tools to manage accounts, forecast growth, and track customer interactions. Demonstrated ability to lead cross-functional teams toward achieving key performance objectives while maintaining high levels of customer satisfaction. Proven success in implementing strategies that improve client retention rates and promote substantial business growth.

Overview

7
7
years of professional experience

Work History

Customer Success Manager

Forcepoint
Bengaluru
02.2023 - 05.2025
  • Successfully completed Gainsight training, DSPM certification, and CSM onboarding program, equipping with advanced tools for proactive success management.
  • Proactively handled customer escalations, ensuring timely resolution and maintaining strong client relationships.
  • Managed a portfolio of 45 enterprise accounts, driving customer engagement and satisfaction through bi-monthly strategic review meetings.
  • Acted as a trusted advisor and escalation manager, resolving critical issues swiftly by collaborating with cross-functional teams across Support, Product, and Sales.

Customer Success Manager

Skyhigh Security (Formerly McAfee)
Bengaluru
05.2022 - 02.2025
  • Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
  • Championed innovative solutions that empowered customers to optimize their use of the product or service effectively.
  • Conducted regular business reviews and capturing customer feedback to identify areas of improvement and prepared a strategic plan to increase customer satisfaction which resulted in a decrease churn rate.
  • Successfully collaborated with sales department for client on-boarding and training in-services for clients, resulting in more effective and efficient on-boarding and improved client satisfaction and loyalty.
  • Provided expert customer insight to product management, marketing and sales on what innovation and continuous improvement needed in the user experience.

Process Trainer

QConneqt (Formerly known as TBSS)
Pune
11.2018 - 12.2020
  • Conducting Training sessions, liaise with managers and encourage on the job coaching. Maintaining updated records of training materials, ensuring new hires take on basic sales training courses including communication & troubleshooting skills.
  • Creating and maintaining daily dashboards for the training team. Maintaining a status of the process provided and proactively communicating with the management.
  • Implementing ongoing training sessions to keep team members abreast of the latest technological enhancements, industry trends and best practices.

Education

Masters in Business Administration -

IICMR
Pune
06.2022

Bachelor of Commerce (B. Com) -

Savitribai Phule University
06.2017

High School -

Pemraj Sarda College
04.2014

Skills

  • Customer advocacy
  • Metrics and analytics
  • Adaptability and resilience
  • Problem solving and escalation management
  • Customer relationship management
  • Customer engagement
  • Data analysis
  • Customer onboarding

Accomplishments

  • Top performer - Q2 2023 (Skyhigh Security): recognized for outstanding performance in managing high-priority accounts and successfully securing key renewals under pressure
  • Customer retention excellence: maintained a 90%+ customer retention rate by delivering proactive value, fostering executive alignment, and driving strategic outcomes
  • Certification milestone (Forcepoint): first CSM team member to complete DSPM certification, scoring 94%, demonstrating initiative and commitment to technical excellence

Technical Skills

  • Cybersecurity fundamentals
  • Data loss prevention implementation
  • Web gateway fundamentals
  • Cloud Access Security Broker fundamentals

Timeline

Customer Success Manager

Forcepoint
02.2023 - 05.2025

Customer Success Manager

Skyhigh Security (Formerly McAfee)
05.2022 - 02.2025

Process Trainer

QConneqt (Formerly known as TBSS)
11.2018 - 12.2020

Masters in Business Administration -

IICMR

Bachelor of Commerce (B. Com) -

Savitribai Phule University

High School -

Pemraj Sarda College

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PRIYANKA LALWANI