Summary
Overview
Work History
Education
Skills
Certification
Probono Projects
Accomplishments
Timeline
Generic

Sonam Singh

NOIDA

Summary

Customer Success Professional with 11+ years of experience in Digital Transformations, Product Implementation and Customer

Success with expertise in nurturing, retaining & growing key-accounts across the globe by liaising/ engaging with customer's stakeholders at various stages of customer lifecycle.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Technical Account Manager/Customer Success Manager

SALESFORCE.COM
Noida
04.2018 - Current
  • Working as Technical Account Manager ( now role changed to Customer Success Manager from Feb 2024 ).
  • Responsible for Managing a Portfolio of Key customers from an end to end Customer Relationship, Experience and Customer Success perspective
  • Partner, Shape and Drive end-to-end digital transformations along with customer SPOC across people, process and technology delivering business value based on the customer strategy and priorities.
  • Understand operational problems that block product adoption, and help drive resolutions by collaborating with internal teams.
  • Actively manage escalations by ensuring proper prioritization, cross-functional collaboration, and quality resolution.
  • Be a Trusted Advisor to the customer to reach their digital aspirations leveraging full power of Salesforce by bringing in technical experts, executive sponsors, product managers and strategic programs
  • Lead and Foster the Engagement and Relation with C-Level Executives from Customer Org for Strategic Planning, Joint Success and Account Management
  • Grow adoption of assigned strategic customers by understanding business challenges/ processes and provide solutions/mapping the same to Salesforce Products helping customers get maximum value
  • Responsible for risk identification and mitigation, corrective/preventive action plans associated to implementation and renewals
  • Align with account team in pre-sales phase for new and existing customer to understand business case & value prop, bring best practices & ensure post-sales challenges/pitfalls are identified and mitigated
  • Leverage Salesforce Customer Success methodology and partner with customer C-level to build comprehensive success strategy which aligns with the customer initiatives and programs
  • Make customers aware of various platform capabilities and encourage them to leverage the same and guide them with best practices.
  • Spearhead & Lead Quarterly Strategic/ Business Reviews and Drive the Other operational meeting/presentation and reporting with customer(s) like monthly governance/progress/ value cadences
  • SPOC for assigned accounts and responsible for addressing customer issues and escalations.
  • Partner with customer and create Industry and Customer specific value maps to help customers realize Business Value derived from Salesforce by baselining and reporting the key metrics/ KPI’s regularly
  • Identifying New/ Upsell/ Cross-Sell business opportunities by value engineering and farming them by partnering with Sales team and take them to closure with Consultative Selling Approach
  • Work extensively with the Product management group to build the product vision by collating customer feedback during beta, raising feature requests for needed functionalities and facilitating customer meets.
  • Help customers achieve their business goals and outcomes by providing timely, proactive recommendations that will benefit customers’ ongoing usage of Salesforce
  • Act as single point of contact for all Support-related post-sales activities (pre-implementation through steady-state and renewal), managing highly visible, global, and strategic enterprise accounts and orchestrating all Salesforce teams’ efforts to ensure the highest levels of customer satisfaction
  • Advocate for innovation and early adoption of platform capabilities with our three-release yearly schedule through customized release reviews
  • Lead Code/Performance Reviews and provide relevant technical recommendations on solutions and enhancements specifics to customers’ business needs
  • Providing visibility to internal leadership on customer health metrics

Senior System Engineer

Bank Of America
Gurgaon
  • Work on projects focused on Salesforce/Force.com development as Functional Consultant
  • Modified Business requirement documents, identified process repetitions and bottlenecks
  • Conducted brainstorming sessions with the development team
  • Prepare requirements, specifications, business processes and recommendations
  • Communicate project status to management, and elevate project concerns to appropriate teams
  • Also helping the team in various service cloud implementations and customization.

Senior Operations Professional

IBM INDIA PVT. LTD
  • Worked as a Salesforce Functional Consultant with hands-on experience on two projects
  • Involved in requirement gathering from Onsite Team
  • Designing Lighting Pages using Lightning Components
  • Design Requirement documents and functional documents for the development
  • Involved in customization and development for the projects
  • Worked on testing and deployment Configured page layouts, workflows, document templates, record types, & data fields
  • Worked on relationships, rollup-summary, workflows, approvals flows, and validation rules
  • Created Test Classes to unit test the code and to deploy the code into production using Change set.

Senior Analyst

HCL TECHNOLOGIES
  • Worked as a Salesforce admin and developer
  • Worked on reports and dashboards, creating users and profiles
  • Worked on various automation tools
  • Worked on sharing settings and approval processes
  • Worked on deployment and data loader
  • Worked on functional requirements for the development.

Education

Bachelor of Engineering(ECE) -

ANNAMALAI UNIVERSITY
06.2012

Skills

  • Program Management
  • Customer Success/Engagement
  • Cross-Sell/ Upsell
  • Account Management
  • Project Management
  • Technical/Business Consulting
  • Manage Service Delivery
  • Teamwork and Collaboration
  • Problem-solving aptitude
  • SSO
  • Sales Cloud
  • Service Cloud
  • Industry Cloud
  • Experience Cloud
  • Field Service Lightning

Certification

  • Certified Scrum Master
  • Certified Product Owner
  • Salesforce Certified AI Associate
  • Salesforce Certified Industries CPQ Developer
  • Salesforce Certified Data Cloud Consultant
  • Salesforce Certified Service Cloud Consultant
  • Salesforce Certified Sales Cloud Consultant
  • Salesforce Certified Community Cloud Consultant
  • Salesforce Field Service Lightning Consultant
  • Salesforce Certified Administrator
  • Salesforce Certified Platform App Builder
  • Salesforce Certified Platform Developer 1
  • Salesforce Einstein Analytics & Discovery Consultant
  • Salesforce Application Architect
  • COPADO Certified Administrator

Probono Projects

  • Pro Bono Project for ABV customer (Transition from Classic to Lightning).
  • Pro Bono Project for i-EARN-USA customer (Case management)
  • Pro Bono Project for From YourFather.org customer (Experience cloud implementation).

Accomplishments

  • Completed Salesforce 1 year Accelerated Leadership program in 2022.

Timeline

Technical Account Manager/Customer Success Manager

SALESFORCE.COM
04.2018 - Current

Senior System Engineer

Bank Of America

Senior Operations Professional

IBM INDIA PVT. LTD

Senior Analyst

HCL TECHNOLOGIES

Bachelor of Engineering(ECE) -

ANNAMALAI UNIVERSITY

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Sonam Singh