Rohini Gandhi
New Delhi
Summary
Dedicated Customer Success professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Success Manager
CONDECO SOFTWARE
Delhi
05.2021 - Current
- Analyzed Data of Marketing metrics and revamped marketing campaigns to improve customer engagement.
- Resolved client complaints effectively and efficiently, escalating to support and where necessary for continued positive outcomes.
- Maintained business development strategies by proactively detecting at Risk accounts and implementing preventative actions.
- Reduced usage related complaints by 20% by improving current processes in response to NPS feedback.
- Partnered with Marketing, Sales and Product department, ensuring accurate and timely fulfillment of client needs.
- Alerted Account Managers to sales opportunities with certain clients, promoting company progress and profit growth.
- Developed Digital (tech- touch) plans to build client relations and improve overall company growth.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Facilitated penetration of key accounts via strategic planning initiatives.
- Created customer support strategy to increase customer retention.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Provided customer and market feedback to product team to help build features and solutions.
- Hosted virtual meetings with clients ranging from formal program reviews to end-user platform training.
- Submitted reports to senior management to aid in business decision-making and planning.
- Tools used : Salesforce (CRM), Power BI, JIRA, Confluence
Senior Customer Success Specialist
Cvent
Delhi
06.2017 - 02.2021
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Increased Adoption rate by 25% through managing and building client relationships.
- Frequent interactions with key Account Decision Makers to help them achieve their goals ( QBR)
- Processed 50 new clients within one year, overseeing complete onboarding process through trainings.
- Led projects and analyzed data to identify opportunities for improvement.
- Exceeded goals through effective task prioritization and great work ethic.
- Tools used : Salesforce (CRM), Tableau, Slack
Business Development Associate
BIS Research
Delhi
09.2016 - 05.2017
- Created and delivered sales presentations and received positive client feedback.
- Identified new business development opportunities that resulted in 2% annual revenue growth.
- Maximised lead generation by participating in several industry events, including virtual events.
- Contacted 25+ prospects daily, exceeding company target by 50%.
- Kept meticulous client notes in Salesforce, maintaining accurate, up-to-date records.
- Boosted revenue by bringing in and cementing relationships with new clients and optimizing servicing of existing customer accounts.
- Planned marketing initiatives and leveraged referral networks to promote business development.
Relationship coordinator
OMICS International Group
08.2015 - 02.2016
- Maintained relationships with clients and facilitated meetings with SMEs
- Conducting Primary & desk research for various technical events
- Responsible for market research activities in alignment with life science/pharmaceutical subject matter published articles and journals and providing business intelligence to sales team for Scientific Conferences
- Collecting Medical Database using Tools like PubMed.
- Conducting Primary and Secondary Research.
Education
M.Sc - Biotech
Chandigarh Group of Colleges
Chandigarh2015
B.Sc - Biotech
Chandigarh2013
Skills
- Engaging leadership style
- Account management
- Expert communication
- Gap analysis
- Complaint response
- Excel proficiency
- Training and mentoring
- Strategic communications
- Customer Relations
- Technical consulting
Certification
- Certified CSM by Practical CSM
Timeline
Customer Success Manager
CONDECO SOFTWARE
05.2021 - Current
Senior Customer Success Specialist
Cvent
06.2017 - 02.2021
Business Development Associate
BIS Research
09.2016 - 05.2017
Relationship coordinator
OMICS International Group
08.2015 - 02.2016
M.Sc - Biotech
Chandigarh Group of Colleges
B.Sc - Biotech
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