Salesforce
Priyanka Mudaliar
Customer Success Manager
Vadodara
Summary
Client Success Manager with 11+ years of experience in client retention, contract renewals, and driving revenue growth through cross-selling and upselling. Expertise in client onboarding, optimizing product utilization, and ensuring seamless transitions to maximize customer satisfaction. Skilled in leveraging CRM tools and data analytics to monitor performance, implement strategic improvements, and enhance decision-making. Proven track record of increasing retention, renewals, and overall account growth while delivering exceptional service and long-term value to clients.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Client Success Manager
DBSync - Avankia Software Private Limited
Bengaluru
07.2022 - Current
- Delivered comprehensive product training to clients, empowering them to fully leverage application features, driving increased adoption and customer satisfaction.
- Led end-to-end onboarding for new clients, coordinating data imports and addressing unique requirements, collaborating with support teams to ensure smooth integrations and successful implementation.
- Developed and launched a customer success dashboard, providing real-time insights into key metrics and customer trends, enabling informed decision-making and proactive engagement strategies.
- Took full ownership of client accounts, ensuring overall customer success, satisfaction, and long-term relationship growth.
- Conducted customer surveys and focus groups, identifying pain points and preferences that led to actionable improvements, enhancing the overall client experience and strengthening client loyalty.
- Collaborated closely with product and engineering teams, channeling customer feedback into product enhancements that aligned with client needs and boosted product value.
- Fostered strong, ongoing relationships with clients and stakeholders, ensuring open communication and alignment with business objectives.
- Managed and resolved client issues in a timely manner, escalating when necessary, to maintain trust and ensure customer satisfaction.
- Secured annual contract renewals, cultivating long-term relationships and demonstrating consistent value to clients, contributing to business continuity.
- Generated revenue through strategic upselling, identifying and presenting additional services tailored to client needs, increasing account profitability.
- Negotiated contract terms and pricing with clients and internal teams, ensuring mutually beneficial agreements and maintaining high client satisfaction, while supporting business goals.
Client Success Specialist
Exxat Systems Pvt Ltd
Vadodara
02.2021 - 06.2022
- Provided expert product knowledge, ensuring clients fully leveraged the application to maximize value and ROI.
- Led end-to-end client onboarding, coordinating data imports, evaluation setups, and core configurations, in collaboration with support teams, resulting in smooth and efficient implementations.
- Optimized onboarding processes, driving standardization and adding value to enhance efficiency and client satisfaction.
- Prioritized enhancement and bug requests, aligning them with business goals and client needs for timely, impactful updates.
- Took full ownership of client accounts, ensuring customer success and fostering strong relationships with key stakeholders to drive long-term retention.
- Managed and escalated client issues swiftly, ensuring prompt resolution and maintaining client trust and satisfaction.
- Created visual workflow and help documents, empowering clients to navigate the software independently and improving user adoption.
- Drove revenue growth through upselling and cross-selling, identifying additional product features and services that aligned with client needs.
- Negotiated and secured contract renewals, demonstrating ongoing value and ensuring continued business partnerships.
Product Specialist
IHCL Technologies Pvt Ltd
Vadodara
04.2019 - 01.2021
- Managed client relationships, addressing requests and collaborating with key stakeholders to ensure timely resolutions and maintain satisfaction.
- Took ownership of client success, proactively addressing concerns and escalating issues when necessary to ensure seamless service delivery.
- Delivered training to both clients and employees, ensuring effective product knowledge transfer and high engagement levels to drive application adoption.
- Drove revenue through upselling and cross-selling, identifying opportunities for additional services to meet client needs and enhance business value.
- Negotiated contract renewals, securing long-term partnerships and ensuring continued client satisfaction through tailored solutions.
Digital Communications Manager
Investis Pvt Ltd
Vadodara
10.2018 - 03.2019
- Liaised with clients and development teams, translating requests into actionable plans, ensuring timely delivery and alignment with client expectations.
- Collaborated with clients to gather and prioritize requirements, creating and executing action plans with cross-functional teams to drive successful outcomes.
- Managed client escalations, swiftly resolving issues and providing effective solutions to maintain satisfaction and strengthen relationships.
Customer Service Representative
Darshan Soft-Tech Pvt Ltd
Vadodara
08.2016 - 08.2018
- Handled inbound and outbound customer calls, addressing queries and providing timely, effective resolutions to enhance customer satisfaction.
- Managed client communication via live chat and email, delivering accurate information and ensuring all inquiries were closed within SLA.
- Drove sales through upselling and cross-selling, assisting clients with purchases and recommending additional products to meet their needs.
- Led process training for new employees, ensuring effective onboarding and alignment with company standards.
Financial Analyst
AIS Business Solutions Pvt Ltd
Vadodara
01.2015 - 05.2016
- Handled inbound calls from debtors and their attorneys, providing accurate information and tailored solutions related to bankruptcy filings.
- Managed client escalations, delivering effective resolutions and ensuring customer satisfaction in sensitive situations.
- Fostered strong client relationships, maintaining consistent communication and ensuring successful outcomes.
- Coordinated with federal entities, including judges' offices, trustee offices, and the DMV, to resolve case-specific issues efficiently.
Process Associate
Tata Consultancy Services
Vadodara
03.2013 - 12.2014
- Maintained continuous client communication, ensuring proactive engagement and addressing requests promptly.
- Coordinated with cross-functional teams to ensure timely delivery of client requests and solutions, streamlining processes for efficiency.
- Managed client escalations, providing quick, effective resolutions to ensure satisfaction and maintain strong relationships.
- Validated and processed raw data from the field, making necessary adjustments and creating client-specific databases.
- Interacted with clients to explain changes, ensuring transparency and clarity on modifications made to data.
- Handled client-specific requests, ensuring tailored solutions and prompt delivery of services.
- Updated quality-related information and presented findings for internal audits, ensuring process compliance and continuous improvement.
- Tracked team headcount and attrition, maintaining accurate records and supporting team management efforts.
- Collaborated with team leads to gather insights on process quality and customer complaints, driving improvements in service delivery.
Jr.Executive
Vodafone International
Ahmedabad
11.2012 - 03.2013
- Assisted customers in upgrading products and services, addressing queries and ensuring a seamless transition to enhanced solutions.
- Collaborated with the technical team to resolve customer issues efficiently, ensuring prompt and effective solutions.
Online Chat Representative
Etech Inc
Vadodara
11.2011 - 11.2012
- Drove product sales by effectively persuading customers to purchase available products at their location.
- Guided customers through product upgrades, addressing queries and ensuring a smooth transition to enhanced services.
- Served as a dedicated Online Sales Representative across multiple regions, consistently meeting sales targets and fostering customer satisfaction.
Education
Bachelor of Science - Human Development And Family Studies
Maharaja Sayajirao University of Baroda
Vadodara, India 05.2008 - 05.2011
Skills
Client Onboarding & Account Management
undefinedPersonal Information
Nationality: Indian
Accomplishments
Consistently recognized with the Star of the Month award for 6 consecutive months for surpassing monthly and quarterly targets. Successfully secured 20 multiyear renewal contracts in one year, driving long-term client retention
Software
Microsoft Office
Canva
ChatGPT
Certification
Certified ScrumMaster (CSM) - Scrum Alliance.
Timeline
Certified ScrumMaster (CSM) - Scrum Alliance.
12-2024
Client Success Manager
DBSync - Avankia Software Private Limited
07.2022 - Current
Client Success Specialist
Exxat Systems Pvt Ltd
02.2021 - 06.2022
Product Specialist
IHCL Technologies Pvt Ltd
04.2019 - 01.2021
Digital Communications Manager
Investis Pvt Ltd
10.2018 - 03.2019
Customer Service Representative
Darshan Soft-Tech Pvt Ltd
08.2016 - 08.2018
Financial Analyst
AIS Business Solutions Pvt Ltd
01.2015 - 05.2016
Process Associate
Tata Consultancy Services
03.2013 - 12.2014
Jr.Executive
Vodafone International
11.2012 - 03.2013
Online Chat Representative
Etech Inc
11.2011 - 11.2012
Bachelor of Science - Human Development And Family Studies
Maharaja Sayajirao University of Baroda
05.2008 - 05.2011
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