Sonal Agarwal
Bangalore,TG
Summary
Result-driven Customer Success Manager with a 8+ year track record of working across multiple disciplines including Operations, account management and on-boarding.
Experienced in B2B Customer Success, Consultancy, Product Adoption and Customer Retention across different verticals for SaaS-based Customer Support with a demonstrated history of working for food tech.
Overview
9
9
years of professional experience
Work History
Customer Success Manager
Monnai Technology India Private Limited
07.2023 - Current
- Lead customer onboarding sessions, providing training and support to ensure a smooth onboarding
- Collaborate with cross-functional teams such as product, tech, and business development team to identify and address customer needs, and proactively solve any issues to enhance the overall customer experience
- Conduct regular follow-ups with clients to understand their business goals and align our solutions to meet their objectives, resulting in a 50% increase in customer retention
- Act as a liaison between customers and internal teams, communicating customer feedback and feature requests to the product development team
- Analyze customer data and usage patterns to identify upsell and cross-sell opportunities, contributing to a 15% increase in account revenue
- Streamline support process and build SOPs
- Integrated with Servicecloud (salesforce) to set up the support process.
Customer Delight manager
Urbanpiper Technologies Private Limited
03.2021 - 02.2023
- Handled a portfolio of the enterprise pool for the firm, generating over $30,000 in revenue
- Raised criteria for new features and flagged bugs
- Developed SOP's and created FAQ documents to streamline the support process
- Analyzed team data to make calculated decisions - 60% retention was achieved in the last quarter and onboarding timelines were reduced
- Managed the ongoing post sales experience with the customer, including onboarding, ongoing optimization, monitoring usage to determine if upsell opportunities exist, and mitigating risks to ensured a healthy renewal
- Executed the role of account manager for our Enterprise merchants
- Collecting customer requirements/feedback and bring that back to the product and engineering team
- Handled escalations
- Maintaining CSAT and conducting NPS surveys
- Interviewed candidates, conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Senior Fulfillment Executive
Bundl Technologies Private Limited(Swiggy)
06.2019 - 12.2020
- Responsible for handling escalations via Email, chat, calls and to ensure order fulfillment
- Handled project to reduce ITOs and achieve customer delight
- Worked on various OpEx projects to develop strategic operations goals
- Monitoring renovation projects & performance metrics
- Responsible for receiving, processing, investigating, and resolving customer disputes, fraudulent cases and Terms of Service violations
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Senior Operations Executive
Silversand Event Management Private Limited
06.2015 - 03.2019
- Built and strengthened relationships across functional leadership areas to keep revenue development and operational plans interconnected and effective
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations
- Defined strategic goals to drive resource allocation, capability requirements and budgeting activities
- Creating and managing the organization's fiscal operating and capital budget and expenses
- Monitoring operational performance of both internal and external service providers/vendors
- Handling internal and external escalations.
Education
Bachelor of Arts: Journalism And Mass Communication -
Shri Shikshayatan College
Kolkata, West BengalMasters of Arts :Journalism And Mass Communication -
Makhanlal Chaturvedi National University
Kolkata, West Bengal06.2014
Skills
- Jira
- Postman API
- Salesforce
- Mongodb
- Account Management
- Onboarding and Training
- Cross-functional Collaboration
- Feedback surveys
Languages
Hindi
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Bengali
Intermediate (B1)
Timeline
Customer Success Manager
Monnai Technology India Private Limited
07.2023 - Current
Customer Delight manager
Urbanpiper Technologies Private Limited
03.2021 - 02.2023
Senior Fulfillment Executive
Bundl Technologies Private Limited(Swiggy)
06.2019 - 12.2020
Senior Operations Executive
Silversand Event Management Private Limited
06.2015 - 03.2019
Bachelor of Arts: Journalism And Mass Communication -
Shri Shikshayatan College
Masters of Arts :Journalism And Mass Communication -
Makhanlal Chaturvedi National University
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