Monika K.
Customer Success Manager - Crm (Salesforce) Specialist @Delipat It
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WORK HISTORY
Customer Success Manager - Crm (Salesforce) Specialist @Delipat It
Manage post-implementation success for 10+ mid-enterprise accounts with complex CRM requirements, customizing workflows to capture key operational metricsDeveloped and executed comprehensive joint success plans, achieving 15% acceleration in feature adoption and 10% improvement in retention ratesDelivered strategic onboarding programs that reduced customer time-to-value by 20% through tailored training sessions and best-practice alignmentDesigned and optimized 10+ scalable Salesforce automations tied directly to customer lifecycle stages, improving service responsiveness and increasing satisfaction scoresConducted executive business reviews (QBRs) with C-level stakeholders, presenting ROI analysis and facilitating strategic alignment on expansion opportunitiesCreated CX intelligence reports for leadership to identify at-risk accounts and recommend preemptive solutions, minimizing revenue leakageMentored junior CSM team members on health-score management and playbook execution, establishing scalable growth processesActed as internal CRM ambassador, coaching sales and partner teams on best practices to deepen client trust and improve engagement
EDUCATION
Nagpur University
Bachelor of Science - BS
ABOUT MONIKA K.
EX Salesforce QA turned Salesforce BA Results-driven Salesforce Business Analyst…
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