Shivani Sonawane
Mumbai
Summary
Experienced professional with a 6+ years diverse background in client success management, SaaS onboarding, and financial reporting. Proven expertise in developing metrics to improve customer retention and drive long-term revenue growth. Skilled in cross-functional collaboration with product, engineering, and sales teams to deliver custom solutions and manage escalations. Strong financial acumen with experience in cash flow projections, budgeting, and project management.
Overview
7
7
years of professional experience
Work History
Self Employed
Agastya Infra
Mumbai
08.2024 - Current
- Planned, managed, and executed residential and commercial construction projects from start to finish.
- Oversaw budgeting, material procurement, labor hiring, and project timelines.
- Built strong client relationships through quality workmanship and reliable service.
- Developed and executed marketing strategies to promote services via online and offline channels.
- Negotiated contracts with suppliers, subcontractors, and clients.
Customer Success Manager
GRG India Pvt. Ltd.
Mumbai
01.2023 - 05.2024
- Defined client success metrics to improve retention and maximize long-term revenue using analytics and customer-centric strategies for measurable outcomes.
- Facilitated SaaS onboarding, reducing time by 25% and increasing customer satisfaction by 20% through effective scheduling and organization.
- Delivered platform feature training, ensuring user adoption and engagement within 30 days, driving system usage and overall client satisfaction.
- Assessed requirements relating to software integration and feature development. Worked on the scope for developments including domain and SSL requirements
- Created and documented the testing scenarios. Worked on testing scenarios on UAT and Live environment for seamless deployment.
- Collaborated with cross-functional teams to resolve escalations, reducing escalation rates by 45% through root cause analysis and continuous improvements.
- Monitored customer health metrics, identified revenue growth opportunities, and conducted financial analysis to secure client renewals with 10% fee increases.
- Managed real-time financial trackers, coordinated budget discussions, and partnered with leadership to set updated objectives for improved resource utilization.
- Conducted market analysis and competitor evaluations to develop strategies, enhancing customer retention and differentiating services from competitors in the market.
Customer Success Manager
Rype Fintech Pvt. Ltd. (Slate.ac)
Mumbai
09.2021 - 10.2022
- Led product demonstrations and ensured seamless customer onboarding, acting as the primary contact between product teams and customers to resolve issues and reduce churn.
- Organized training sessions for customer teams, keeping them updated on product features and guiding them to explore additional company offerings for better utilization.
- Analyzed consumer needs, market trends, and partnerships from an ROI and build/buy perspective, collaborating with teams to align business requirements
- Assessed competitor offerings, identified differentiation opportunities, and developed effective retention programs to ensure customer success and achieve organizational goals. Contributed to product design and development, identifying growth opportunities, managing partnerships, and overseeing product upgrades and renewals.
- Worked on exe. installation and different software platform integration as per the requirement shared.
- Conducted quarterly business reviews with clients, identifying upsell and cross sell opportunities that contributed to a 15% increase in revenue.
Operations and CS Head
Kivo Solutions Pvt. Ltd. (Savage & Palmer)
Mumbai
04.2018 - 09.2021
- Developed and maintained roles, policies, and procedures for the Service and Operations Department, ensuring alignment with client requirements and efficiency.
- Managed customer onboarding, coordinating with teams to meet client needs and ensure smooth transitions for successful implementation.
- Led service restoration, communicated during incidents, and identified root causes to minimize client impact and ensure quick resolution.
- Delivered accurate reports, including Weekly Activities, Monthly Reporting, and After-Action Reports, providing actionable insights to improve processes.
- Coordinated cross-functional teams, managed payroll applications, processed staff payroll, and ensured project completion on time and within budget
- Collaborated with senior team members to develop business strategies and plans, focusing on achieving revenue and growth targets.
- Assigned client service personnel to projects by assessing engagement needs and recommending team members with the required skills to meet client expectations.
- Contributed significantly in the development and deployment of accounting SAAS platform.
- Worked on upsell and cross sell including signing up exiting clients for Saas platform
- Managed renewals of contracts and negotiations on a yearly basis
Education
MBA - Project Management
Symbiosis School For Online & Digital Learning
Mumbai07-2023
Master of Commerce - Accounting And Finance
University Of Mumbai
Mumbai06-2017
Bachelor of Commerce - Accounting And Finance
R. A. Poddar College Of Commerce & Economics
Mumbai06-2014
SSC -
I.E.S Raja Shivaji Vidyalay
Mumbai06-2002
Skills
- Project management
- Financial analysis
- Client relationship management
- Data-driven decision making
- Process improvement
- Market research
- Team collaboration
- Contract negotiation
- Customer success strategies
- Problem-solving
Languages
Marathi
First Language
English
Upper Intermediate (B2)
B2
Hindi
Upper Intermediate (B2)
B2
Timeline
Self Employed
Agastya Infra
08.2024 - Current
Customer Success Manager
GRG India Pvt. Ltd.
01.2023 - 05.2024
Customer Success Manager
Rype Fintech Pvt. Ltd. (Slate.ac)
09.2021 - 10.2022
Operations and CS Head
Kivo Solutions Pvt. Ltd. (Savage & Palmer)
04.2018 - 09.2021
MBA - Project Management
Symbiosis School For Online & Digital Learning
Master of Commerce - Accounting And Finance
University Of Mumbai
Bachelor of Commerce - Accounting And Finance
R. A. Poddar College Of Commerce & Economics
SSC -
I.E.S Raja Shivaji Vidyalay
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