Vicky Khandelwal
Senior Customer Success Manager
Bengaluru
Summary
Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Experienced with 8+ years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
8
8
years of professional experience
5
5
Certifications
Work History
Senior Customer Success Manager
CleverTap
3 2023 - Current
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Optimized customer journey by analyzing usage patterns and providing tailored recommendations based on unique needs.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Ensured data security and compliance by conducting thorough risk assessments and implementing best practices.
- Spearheaded the implementation of CleverTap's AI-driven solutions for diverse clients across retail, travel, and healthtech sectors, enhancing customer engagement and retention.
- Developed tailored AI-driven strategies and solutions for clients in retail, travel, and healthtech, leveraging data insights to drive actionable results and improve overall campaign performance.
- Drove measurable improvements in key success metrics, such as user engagement, conversion rates, and revenue growth, by leveraging AI-powered tools and strategies tailored to each industry.
- Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
Customer Success Guide
Salesforce - Tableau
03.2022 - 03.2023
- Engaged with customers to better understand needs and deliver excellent service.
- Facilitated the onboarding and adoption of Tableau products for clients, ensuring a smooth transition to the platform and driving user engagement through effective training and support.
- Guided clients through the integration of Tableau with cloud-based data sources, optimizing performance and scalability while ensuring seamless data connectivity and security.
- Provided strategic advice on data management and visualization best practices, helping clients leverage Tableau’s capabilities to transform raw data into actionable insights and drive informed decision-making.
- Collaborated with clients to develop and implement tailored Tableau solutions that address specific business needs and objectives, enhancing their ability to visualize and analyze complex data sets.
- Monitored and analyzed the effectiveness of Tableau implementations, generating detailed reports and recommendations to improve dashboard performance, user adoption, and data utilization.
- Delivered comprehensive training programs and workshops on Tableau’s features and functionalities, empowering users to maximize the platform’s capabilities and achieve their analytical goals.
- Tracked and analyzed adoption metrics and user engagement data to identify opportunities for improvement, driving initiatives that increased user adoption rates and overall platform success.
Customer Success Manager
Rackspace Technology
11.2020 - 02.2022
- Managed customer success initiatives for both private and public cloud environments, providing expert guidance on cloud and server solutions to optimize performance and reliability.
- Managed successful negotiation of long-term contract renewals with small enterprises and sales affiliates.
- Acted as a Technical Account Manager, addressing complex technical issues, providing solutions, and offering strategic recommendations to enhance cloud infrastructure and server management.
- Created and presented detailed performance reports and insights on cloud and server usage, offering actionable recommendations to optimize operations and enhance service delivery.
- Monitored and analyzed account health metrics, identifying opportunities for upselling and cross-selling additional services.
- Review service failures and produce incident reports when required
- Maintaining a target of 80% for the Net Promoter Score including NPS-T scores
- Accurately forecast churn and engage managers / business development consultants to avoid defection
- Led successful transitions of client infrastructure to AWS and Azure, including planning, execution, and post-migration support, ensuring a seamless shift to cloud platforms with minimal disruption.
Implementation Manager
Quadlabs Technology
03.2020 - 11.2020
- Successfully managed the implementation of cloud-based solutions for travel management companies, ensuring seamless integration and optimal performance of Quadlabs Technology’s products.
- Oversaw the integration of APIs with client systems, facilitating the connection between travel management software and external platforms, and ensuring data consistency and functionality across systems.
- Outlined work plans, determined resources, wrote timelines and generated initial budgets as part of project scope determination.
- Led the integration of various payment gateways into travel management systems, enabling secure and efficient transaction processing for clients and enhancing overall user experience.
- Provided expert consulting and technical support throughout the implementation process, addressing client-specific requirements and resolving integration challenges to ensure smooth onboarding.
- Developed and executed detailed project plans for the deployment of cloud and API solutions, coordinating with cross-functional teams to ensure timely and successful delivery of implementation projects.
- Monitored the performance of implemented solutions, identifying areas for improvement and optimizing cloud and API integrations to enhance system efficiency and reliability.
- Oversaw large portfolio of projects to support teams, report progress and influence positive outcomes for key stakeholders.
- Maintained clear and proactive communication with stakeholders, providing regular updates on project progress, addressing concerns, and ensuring alignment with client expectations.
Senior System Analyst
Ebix | Zillious Solutions Pvt Ltd.
05.2017 - 02.2020
- Created customized development frameworks for customers based on specific business goals and budgetary constraints.
- Worked closely with business users and business analysts to understand functionality and propose creative solutions to meet business needs.
- Developed and implemented workflow templates, prioritizing efficiency and ease-of-use for end-users of Travolution Product.
- Balanced multiple projects by completing and updating documentation, managing scope and adjusting schedules.
- Defect Tracking and Bug/Enhancement/Improvement reporting through JIRA tool and coordinating with development teams for resolution on defects.
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
- Offered input for complex documents to support client-ready final versions.
Quality Analyst
Radius7
06.2016 - 04.2017
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Participated in weekly meetings with IT department.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Served as information systems liaison with vendors, information services and end-users to make recommendations for optimization of systems.
Education
Bachelor of Science - Information Technology
Symbiosis Institute of Technology
PuneHigh School - Science
Apeejay School Noida
Junior School -
Tura Public School
Skills
Revenue growth
Inter-department collaboration
Key accounts development
Strategic communications
Technical consulting
Sales management
Business Reviews
Data Analysis
Relationship Management
Customer Satisfaction
Customer Feedback Analysis
Data-driven decision-making
Salesforce proficiency
Strategic Planning
Customer Retention
Certification
Tableau Desktop Specialist certified
Timeline
Customer Success Guide
Salesforce - Tableau
03.2022 - 03.2023
Customer Success Manager
Rackspace Technology
11.2020 - 02.2022
Implementation Manager
Quadlabs Technology
03.2020 - 11.2020
Senior System Analyst
Ebix | Zillious Solutions Pvt Ltd.
05.2017 - 02.2020
Quality Analyst
Radius7
06.2016 - 04.2017
Senior Customer Success Manager
CleverTap
3 2023 - Current
Bachelor of Science - Information Technology
Symbiosis Institute of Technology
High School - Science
Apeejay School Noida
Junior School -
Tura Public School
Tableau Desktop Specialist certified
VSP Foundation (VMware) certified
AWS Business Professional certified
Azure Sales Fundamentals certified
Google Cloud Sales Credential Certified.
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