Shivani Madaan
Delhi
Summary
Dynamic Customer Success Manager with a proven track record at Salesforce, driving $50M+ in revenue and achieving an 80%+ account retention rate. Expert in Salesforce CRM and customer relationship management, I excel in cross-functional collaboration and delivering impactful product training, ensuring clients maximize their success and satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Salesforce
02.2025 - Current
- Spearheaded a portfolio of enterprise merchants across diverse industries, driving $50M+ in annual revenue.
- Cultivated and retained client relationships, achieving an 80%+ account retention rate.
- Orchestrated seamless migration of client legacy systems to Salesforce CRM with zero downtime.
- Monitored and optimized customer technical health scores, delivering actionable insights to mitigate performance issues.
- Facilitated customer trainings and webinars to elevate product knowledge and maximize adoption.
- Delivered regular business reviews and training programs, boosting product adoption by 60%.
- Partnered with clients to design and communicate high-value success plans aligned with business goals.
- Directed cross-functional initiatives to enhance product features, driving a 30% uplift in merchant satisfaction scores.
Salesforce Analyst
Adobe
01.2022 - 02.2025
- Engaged with clients through communications and meetings to gather and refine requirements for new Salesforce features and functionalities.
- Managed the inflow of enhancement requests and created detailed JIRA tickets to track modifications and improvements.
- Executed data loads between Salesforce orgs, system data, and external systems to ensure seamless integration.
- Utilized JIRA and Microsoft Azure Boards to track, prioritize, and manage project tasks effectively.
- Mapped and migrated data from legacy banking and financial systems into Salesforce objects and fields, ensuring data accuracy and consistency.
- Performed and maintained Salesforce sandbox refreshes to support project release cycles and testing environments.
- Planned and implemented new Salesforce features and functions to align with evolving business requirements.
Salesforce Application Analyst
Accenture
01.2021 - 01.2022
- Configured and administered Salesforce by creating users, roles, profiles, permission sets, reports, and dashboards.
- Collaborated with sales teams and business analysts to analyze business and technical requirements, designing tailored solutions through Salesforce customization for multiple global projects.
- Deployed application components using Change Sets, Visual Studio, and GitHub pipeline methodologies, ensuring smooth and reliable releases.
Salesforce Administrator
Tata Consultancy Services
12.2016 - 01.2021
- Planned and implemented new Salesforce features and functionalities to align with evolving business requirements.
- Partnered with sales, compensation, and marketing teams to analyze business and technical requirements, designing solutions through customization of Salesforce standard objects.
- Configured and optimized Salesforce standard objects including Accounts, Contacts, Cases, Opportunities, Products, Opportunity Line Items, Leads, Campaigns, Reports, and Dashboards.
- Designed and deployed custom objects, tabs, relationships, validation rules, workflow rules, auto-response rules, page layouts, and components to meet application needs.
- Developed and implemented custom Visualforce pages and controller extensions for multiple applications and sites.
- Engineered Apex classes, triggers, standard controllers, custom controllers, and controller extensions to support business processes.
- Utilized Data Loader for bulk data operations, including insert, update, import, and export across Salesforce objects.
- Developed and configured tailored reports and dashboards for different user profiles, enabling data-driven decision-making across the organization.
Intern
Zensar Technologies
06.2015 - 09.2015
- Developed web applications using Java and Servlets, ensuring robust backend functionality.
- Worked extensively with SQL, PL/SQL, and Hadoop for data management and processing.
- Utilized Oracle 10g database for efficient data storage, retrieval, and optimization.
- Designed and built a Final Year Project: Automated Timetable Generator, a user-friendly system that automatically generates timetables based on attributes such as total teaching hours, days, and faculty availability.
Education
B. Tech - Computer Engineering
College Of Engineering
Pune1 2016
Network Security Diploma -
College Of Engineering
Pune1 2015
Skills
- Salesforce CRM
- Customer retention
- Data migration
- Technical support
- Product training
- Customer relationship management
- Cross-functional collaboration
- Client retention strategies
- Effective communication
Certification
Salesforce Certifications
- Salesforce Certified Administrator, 22398844
- Salesforce Certified Business Analyst, 2640087
- Salesforce Certified Platform Developer I, 3077181
- Salesforce Certified Advanced Administrator, 22993107
- Salesforce Certified Platform App Builder, 23001933
- Salesforce Certified Sales Cloud Consultant, 2328814
- Salesforce Certified Service Cloud Consultant, 3522446
- Salesforce Certified Data Cloud Consultant, 6283694
- Salesforce Certified CPQ Specialist, 4618230
- Salesforce Certified Associate, 3415696
- Salesforce Certified AI Specialist, 5543031
- Salesforce Certified AI Associate, 5182253
Microsoft Certification
- Microsoft Certified: Dynamics 365 Sales Functional Consultant Associate, 753AA5E2FD34DEB5
- Microsoft Certified: Dynamics 365 Fundamentals (CRM), 4F23180FE718DAD9
- Microsoft Certified: Dynamics 365 Fundamentals (ERP), FF4C530F95D94AA4
- Microsoft Certified: Power BI Data Analyst Associate, FF4C530F95D94AA4
Timeline
Customer Success Manager
Salesforce
02.2025 - Current
Salesforce Analyst
Adobe
01.2022 - 02.2025
Salesforce Application Analyst
Accenture
01.2021 - 01.2022
Salesforce Administrator
Tata Consultancy Services
12.2016 - 01.2021
Intern
Zensar Technologies
06.2015 - 09.2015
B. Tech - Computer Engineering
College Of Engineering
Network Security Diploma -
College Of Engineering
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