Vipin Dixit
Agra
Summary
Dynamic technology professional with a strong background in customer service, dedicated to understanding and addressing customer needs to drive business success. Proven ability to leverage technical expertise and empathetic communication to enhance client relationships and accelerate goal achievement.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Mailmodo
Bangalore
07.2022 - Current
- Achieved a 95% customer retention rate over a 12-month period by proactively addressing customer needs, and mitigating churn risks.
- Designed and implemented a comprehensive onboarding program that decreased onboarding time by 25% and increased product adoption by 40%.
- Provided customer onboarding and training to over 50 customers, and ensured successful product adoption.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Collaborated with Sales, Product, and Marketing teams to ensure seamless customer experiences, contributing to a 15% increase in net promoter score (NPS).
- Created a proactive outreach strategy that increased proactive customer engagement by 40%, reducing reactive support requests.
- Conducted quarterly business reviews (QBRs) with key clients, leading to a 20% upsell increase, and a 25% improvement in NPS scores.
Customer Success Manager
Survey2Connect
Gurgaon
12.2020 - Current
- Leading the team of 10 members and handing the business for 30+ clients across world.
- Closely working with the product team and made a framework for timely communication and better visibility of feedback and bugs.
- Worked on the support framework to ensure the timely resolution of technical issues and queries, availability of resources over the weekends and holidays.
- Created a process to assist the the sales team by analyzing the customers data and provide the industry specific use cases.
- Ensuring effective onboarding, strong product adoption and conducting business review meetings.
- Researched new technologies and initiatives to improve customer experience.
- Managed crisis situations, ensuring minimal impact on customer satisfaction and loyalty.
Customer Success Manager
FieldAssist
Gurgaon
08.2018 - 11.2020
- Worked with colleagues on the development, implementation, and maintenance of customer first culture; maintained the business for over 50+ accounts across India and Kenya.
- Conducted 500+ hours of physical training session across India.
- Minimize the effect of COVID - 19 on supply chain / sales and increased the retention rate by implementing new solution for existing clients.
- Perform initial on-boarding of accounts ensuring strong adoption and ongoing engagement throughout the customer's lifetime.
- Served as a strategic partner to customers by defining and monitoring success criteria with clients that related to their individual research & business goals.
Co-Founder
Tulsicare
Dhanbad
03.2017 - 06.2018
- Tulsicare Incubated by CIIE, IIT (ISM) Dhanbad, focuses on technological aspects of healthcare industry and developed an AI based solution for Early Stage Symptoms Recognition (ESSR).
- Won the grant money from IIT (ISM) Dhanbad in 2017.
Education
Bachelor of Technology - Environmental Engineering
IIT (ISM) Dhanbad
2018
Intermediate -
BS Inter College
Agra2014
High School -
John Milton Public School
Agra2012
Skills
Language
- English
- Hindi
Computer Skills
- Microsoft Office
- SQL
- Tableau
Interpersonal Skills
- Communication
- Team work
- Time Management
- Consulting
- Strategic planning
Certification
- Practical CSM Professional - Practical CSM
- Project Management Principles and Specialization - University of California, Irvin (Coursera)
- Consulting Approach to Problem Solving - Udemy
- Tableau 10 Essential Training - Linkedin
- Digital Transformation - Boston Consulting Group University of Virginia | DARDEN School of Business
- Project Management Foundation - Project Management Institute
- SQL Essential Training - Linkedin
- Data Analytics for Business Professionals - Linkedin
Timeline
Customer Success Manager
Mailmodo
07.2022 - Current
Customer Success Manager
Survey2Connect
12.2020 - Current
Customer Success Manager
FieldAssist
08.2018 - 11.2020
Co-Founder
Tulsicare
03.2017 - 06.2018
Bachelor of Technology - Environmental Engineering
IIT (ISM) Dhanbad
Intermediate -
BS Inter College
High School -
John Milton Public School
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