Vijay Dhingra
Pune,MH
Summary
Facilitating my contribution through thoughts and action to the company’s vision and thus achieving self-development by playing a significant role in building the organization
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Success Lead
NTT DATA
04.2023 - Current
- Led a Health Care & Life Science vertical and Customer Success team of 5 CSMs, driving performance, mentoring on strategic account management, and improving customer engagement metrics.
- Implemented structured Customer Success playbooks, improving consistency in onboarding, QBRs, and renewals.
- Managed a portfolio of 20+ enterprise accounts with a combined Monthly Recurring Revenue (MRR) of $450,000, ensuring consistent value realization and expansion.
- Achieved 122% Net Revenue Retention (NRR) and 85% renewal rate, exceeding company benchmarks
- Developed and implemented scalable Customer Success playbooks for onboarding, QBRs, and renewals, improving customer experience and internal alignment.
- Collaborated with Sales, Product, and Support teams to identify expansion opportunities and resolve complex issues
- Utilized Salesforce, Hubspot to track adoption, forecast renewals, and automate success workflows.
Customer Success Manager
Verificient Technologies
11.2021 - 03.2023
- Manage a portfolio of 30 B2B accounts with a combined Annual Recurring Revenue (ARR) of $1M, ensuring successful onboarding, product adoption, and business outcomes.
- Serve as the primary point of contact for enterprise clients, driving retention, renewals, and satisfaction through proactive relationship management.
- Conducted Quarterly Business Reviews (QBRs) and data-driven performance check-ins to align customer goals with product value realization.
- Constantly in touch with Product team (backend, frontend) to solve customer’s concerns or feature requests related to product.
- Partner with customers’ key stakeholders to define success metrics, measure ROI, and translate product capabilities into tangible business value.
Customer Success Manager (Product Evangelist)
CutShort
11.2020 - 11.2021
- On boarded around 80+ new clients in the span of 12 months
- Work closely with the sales team to ensure the effective and efficient onboarding of new customers and drive greater usage/adoption over time.
- Ensure the client usage throughout the customer lifecycle to not only identify and prioritize at-risk accounts but also run standardized plays to mitigate churn.
- Closely worked with the Product team and founder for ongoing customer support and collaborating to resolve or innovate the SaaS
- Created and updated the Knowledge base as and when required. In form of Documents, videos and handbooks
Team leader (Resolution Specialist)
Amazon
05.2017 - 05.2019
- Providing resolution to Amazon Customer Service Agents located at various locations all over the globe across all three mediums - Phone, Chat and Email.
- Coach and a mentor of 15 Customer Service Associates
- Learned to Take Ownership in every problem, developed Customer Centricity.
- A part of Team who were responsible for new product (Feature) design, regarding delivery issue and return of order issue.
- Cross-skilled in Amazon.com, Amazon.co.uk (Chat, Email)
Education
PGDM - Marketing & Operations
Pune Institute of Business Management
BCA - undefined
Ness Wadia College Of Commerce
Pune12th - undefined
Ahmednagar College
Ahmednagar10th - undefined
Auxilium Convent High School
AhmednagarSkills
- Effective communication
- Prioritization and scheduling
- Team Building
- Strategic negotiation skills
- Flexible problem-solving
- Proactive self-starter
- Hustle and Tenacity
- Excel proficiency
Certification
- Fundamentals of Digital Marketing.
- Content Marketing
- Email Marketing.
- Product Management.
- Lean Six Sigma Green Belt.
- Ecommerce Certified (E marketing institute)
Timeline
Customer Success Lead
NTT DATA
04.2023 - Current
Customer Success Manager
Verificient Technologies
11.2021 - 03.2023
Customer Success Manager (Product Evangelist)
CutShort
11.2020 - 11.2021
Team leader (Resolution Specialist)
Amazon
05.2017 - 05.2019
BCA - undefined
Ness Wadia College Of Commerce
12th - undefined
Ahmednagar College
10th - undefined
Auxilium Convent High School
PGDM - Marketing & Operations
Pune Institute of Business Management
AWARDS & ACHIEVEMENTS /CO-CURRICULAR AND EXTRA- CURRICULAR ACTIVITIES
- Awarded with Customer Obsession, Customer Delight award Amazon.
- Awarded with PNQ10 Ratna award for best performance in peak year 2017, Amazon.
- Awarded with PNQ10 employee of year 2017-2018, Amazon.
- National level cricket player, Represented Maharashtra (MCA) state in under 16 age group.
- Represented District level in volleyball, football and swimming.,
DECLARATION
I do hereby declare that the above mentioned information is correct and up to the best of my knowledge and I bear the responsibility for the authenticity of the data provided.