SHIVANI NARULA
Customer Success
Bengaluru
Summary
I bring over 11 years of specialized expertise in SAAS, adept at orchestrating customer engagement and leading customer teams across mid-market, emerging markets, and enterprise sectors on a global scale. My focus lies in optimizing client satisfaction, operational efficiencies, and spearheading strategic initiatives to cultivate long term client partnerships.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
Work History
Global Head- Customer Success & Support
Bizongo
Bangalore
12.2022 - Current
- Established and developed customer engagement and support department and defined relevant metrics like health scores, Engagement score, statement of work for teams and business
- Collaborated with sales, marketing and product teams to develop and optimize upsell/cross-sell strategies (achieving an average of 20% expansion revenue with each renewal), leveraging data analysis to maximize ROI and customer lifetime value thereby decreasing logo churn by 33% each quarter
- Established comprehensive processes to track new enhancement requests, customer feedback, product roadmap development, and sprint planning while maintaining data hygiene
- Additionally, initiated advocacy programs to engage and empower customers in providing valuable input and feedback for continuous improvement.
Global Head - Customer Success
Zomentum
11.2021 - 11.2022
- Implemented automated customer onboarding system resulting in a significant reduction of time to value from 43 days to 14 days across all regions, activating over 80% of the entire customer base within 40 days
- Spearheaded scoping processes for all deals across mid market segment, guaranteeing alignment with client needs and company standards.
- Increased monthly expansions from 1.3% to 3% and reduced churn rate from 3.5% to 1.2% resulting in the increase in Net Revenue Retention from 96.5% to 100.1%
- Led efforts in data integration to develop cohesive dashboards and standardize reports
- Successfully deployed and integrated a Customer Success tool to enhance operational efficiency across all functions
- Formulated a comprehensive hiring and training plan for the team, scaling it up from 2 to 5 members.
Territory Lead
Wingify (VWO)
11.2017 - 09.2021
- Managed retention of $4M Annual Recurring Revenue (ARR) in the US Central and Canada regions for more than 600 enterprise and mid market customers, making a substantial contribution to the overall business revenue of $22M
- Contributed to scaling up the team from 6 to 21 members, enhancing overall team capabilities and effectiveness
- Consistently exceeded 98% of target revenue for more than three quarters by effectively retaining clients and identifying opportunities for cross-selling and upselling within the existing business
- Managed entire customer life cycle from client on-boarding, product training workshops, platform adoption to retention and growth
- Collaborated with agency clients to strategise and develop their Conversion Rate Optimisation (CRO) roadmaps, optimising their digital assets for maximum efficiency Established comprehensive framework for conducting quarterly business reviews with clients, their stakeholders, and C-level executives
Senior Technical Consultant
Parametric Technology Corporation
07.2013 - 10.2017
- Outlined configuration specifications and business analysis requirements for the Inventory Network Visibility solution tailored for DELL
- Led multiple client workshops at various locations including the US, China, and Malaysia to deepen comprehension of business needs and facilitate alignment and prioritization of Product Development roadmaps for DELL
- Managed client escalations effectively, proactively addressing issues to strengthen client relationships and foster long-term partnerships with the organization
- Served as the primary point of contact for cross-functional collaborations within PTC, bridging communication between teams to translate client requirements into potential product enhancements.
Education
Post Graduation Diploma - Master of Business Administration
IIFT, Indian InstitutE of Foreign Trade
Delhi 08.2018 - 05.2019
Graduation - Bachelor of Technology
IP University
Delhi 08.2009 - 05.2013
Skills
Account Management
Customer Relationship Management (CRM)
Data Analysis and Reporting
Conflict Resolution
Engagement Management
Metrics Tracking and Analysis
Cross-Selling and Upselling
Project and stakeholder Management
Team Leadership and Mentoring
Conversion Rate Optimization and AB testing
SQL and database
Process Optimization
Timeline
Global Head- Customer Success & Support
Bizongo
12.2022 - Current
Global Head - Customer Success
Zomentum
11.2021 - 11.2022
Post Graduation Diploma - Master of Business Administration
IIFT, Indian InstitutE of Foreign Trade
08.2018 - 05.2019
Territory Lead
Wingify (VWO)
11.2017 - 09.2021
Senior Technical Consultant
Parametric Technology Corporation
07.2013 - 10.2017
Graduation - Bachelor of Technology
IP University
08.2009 - 05.2013
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