Maya Vade
Customer Experience Design & Strategy | Journey Mapping | Digital Transformation | CRM Systems & Digital Platforms | Stakeholder Management | Data-Driven Decision Making | Change Management
- Role
- Senior Customer Success Manager at Phenom
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Maya Vade
Senior Customer Success Manager with 17+ years of progressive experience in designing seamless customer journeys, driving digital transformation initiatives, and architecting end-to-end experiences across complex organizational ecosystems. Proven expertise in journey mapping, stakeholder engagement, and translating customer insights into actionable strategies that enhance satisfaction, loyalty, and business growth. Skilled at facilitating cross-functional collaboration to deliver customer-centric solutions across digital platforms and CRM systems.
Experience
Senior Customer Success Manager
Mar 2022 — Present · Hyderabad, IN
Drove customer adoption and engagement across Phenom’s CRM, CMS, HRM Chat Bot and Analytics product suite through strategic customer success initiatives. Acted as a trusted advisor and consulting partner, delivering tailored recommendations and industry best practices aligned with client business objectives. Architected and optimized end-to-end customer journeys by mapping digital and physical touchpoints to identify friction points and enhance overall experience. Designed future-state customer journeys through collaborative stakeholder workshops to ensure seamless omnichannel engagement.Conducted Strategic Business Reviews (EBRs/SBRs) to analyze customer performance, identify adoption barriers and recommend improvement strategies. Led customer experience measurement and analytics efforts to uncover journey bottlenecks and deliver data-driven enhancements that improved satisfaction and retention. Partnered with internal cross-functional teams (Product, Account Management, Implementation, Support, Delivery) to ensure customer-centric execution and innovation alignment. Promoted awareness and adoption of new product features and releases through strategic demonstrations highlighting relevant business use cases. Evaluated client utilization of Phenom’s solutions to identify efficiency gains, value realization, and opportunities for process optimization. Developed and implemented customer engagement strategies grounded in empathy-driven design and change management to drive sustainable adoption. Strengthened customer relationships through stakeholder mapping and comprehensive customer relationship management programs. Served as the primary point of contact for key clients, ensuring consistent communication, issue resolution and experience excellence. Delivered enablement and training sessions for new and existing clients to maximize platform adoption and knowledge retention.
Education
Hamstech College of Creative Education
Diploma in Fashion Designing, Fashion/Apparel Design
Bharatiya Vidya Bhavan's
Bachelor of Commerce - BCom, B.Com(Hons)
2005 — 2008
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