Sowmya Mohan
Bengaluru
Summary
Results-driven Senior Customer Success Manager with a proven track record in enhancing customer satisfaction through strategic problem-solving and effective communication.
Overview
26
26
years of professional experience
Work History
Senior Customer Success Manager
HCLTech
Bengaluru
12.2023 - 01.2026
- Collaborated with cross-functional teams to enhance customer experience strategies.
- Conducted regular check-ins with customers to gather feedback and identify needs.
- Facilitated communication between clients and technical teams for issue resolution.
- Supported account management by providing insights on customer engagement trends.
- Partnered with other departments to resolve customer complaints quickly and efficiently.
- Identified areas of improvement by analyzing user feedback surveys and feature requests from customers.
- Developed and implemented customer success plans to ensure that customers are achieving their desired outcomes.
- Utilized CRM tools to track customer interactions and report on progress towards goals.
Lead Customer Success Manager
Verticurl Marketing (Division off Ogilvy)
Bengaluru
06.2021 - 02.2023
- Coordinated cross-functional teams to address client needs and resolve issues promptly.
- Maintained detailed records of customer interactions in CRM systems for accurate tracking.
- Conducted regular check-ins with clients to gather feedback and ensure satisfaction.
- Collaborated with marketing teams to align customer success initiatives with overall strategy.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
- Managed customer inquiries and complaints in a professional manner.
- Maintained up-to-date knowledge of industry trends related to customer success management.
Program Manager-Customer Success
Langoor Havas
Bengaluru
12.2000 - 08.2021
- Led cross-functional teams to develop and implement strategic marketing initiatives.
- Managed project timelines ensuring adherence to client requirements and expectations.
- Coordinated stakeholder meetings to align on project goals and deliverables.
- Conducted regular meetings with team members to review progress and address any issues or concerns arising from the program execution process.
- Communicated regularly with external partners to ensure alignment of strategies and goals.
- Managed external client and business partner relationships.
Marketing Manager-Integrated Campaigns
Epsilon
Bengaluru
07.2019 - 03.2020
- Developed comprehensive marketing strategies to enhance brand visibility and engagement.
- Colloborated with Product Owners to build Marketing Strategies for their niche Products Cherrywork Solutions across various domains like finance management, predictive analytics, resource management
- Created compelling content for various channels, maintaining brand consistency throughout.
- Conducted regular performance reviews of marketing campaigns to refine strategies.
Lead Production Analyst
Epsilon
Bangalore
10.2017 - 10.2018
- Handled one of the pivotal accounts for Epsilon-Pfizer.
- Worked on co-branding campaigns and social media outreach with Pfizer, focusing on pertinent health issues and showcasing Epsilon and Pfizer as D&I champions.
- Strategic brainstorming and end-to-end management of digital events (round tables and webinars) for the client, which included planning the content, branding materials, email, and social media calendar.
- Measured and reported the performance of all digital marketing campaigns, and assessed it against goals (ROI and KPIs).
Caampaign Specialist
Replicon
Bengaluru
08.2016 - 03.2017
- Developed targeted marketing campaigns to enhance brand visibility.
- Collaborated with cross-functional teams to ensure campaign alignment.
- Managed social media accounts and engagement initiatives for outreach.
- Created content for email marketing and digital advertising efforts.
- Coordinated events and promotions to support marketing initiatives.
Manager-Integrated Campaign
Regalix
Bengaluru
05.2000 - 08.2000
- Led cross-functional teams to enhance project delivery and operational efficiency.
- Analyzed market trends to inform strategic decisions and enhance service offerings.
- Handled a team of 10 people and facilitated training sessions to improve team performance and skill development initiatives.
- Planned and executed successful digital campaigns using Marketo.
Education
MBA - Marketing
Masters in Business Administratin
Army Institute Of Management, Kolkata06-2005
Bachelor of Arts - Economics, Office Management
University of Delhi
Janki Devi Memorial College05-2001
Skills
- Account management
- CRM tools
- Data analysis
- Customer feedback
- Project management
- Marketing strategy
- Communication skills
- Stakeholder engagement
- Customer satisfaction
- Email campaigns
- Customer segmentation
- Customer advocacy
- Cross-functional coordination
- Training and mentoring
- Strategic communications
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Malayalam
Upper Intermediate (B2)
B2
Accomplishments
Top Performing Presales Team for Q3 while at Infosys in 2009.
Timeline
Senior Customer Success Manager
HCLTech
12.2023 - 01.2026
Lead Customer Success Manager
Verticurl Marketing (Division off Ogilvy)
06.2021 - 02.2023
Marketing Manager-Integrated Campaigns
Epsilon
07.2019 - 03.2020
Lead Production Analyst
Epsilon
10.2017 - 10.2018
Caampaign Specialist
Replicon
08.2016 - 03.2017
Program Manager-Customer Success
Langoor Havas
12.2000 - 08.2021
Manager-Integrated Campaign
Regalix
05.2000 - 08.2000
MBA - Marketing
Masters in Business Administratin
Bachelor of Arts - Economics, Office Management
University of Delhi