Sonia Sharma
Manager, Customer Success - Na & Latam @Yellow.ai
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WORK HISTORY
Manager, Customer Success - Na & Latam @Yellow.ai
Toronto, ON, CA
Drive Engagement by:*Getting involved in the customer lifecycle post-sale through their subscription period.*Identifying solution usage gaps and filling the gaps with the appropriate solution for the customers.*Building a deep understanding of the products/solutions and the different ways to enhance the product\'s usage and ROI (Return on Investment).*Being part of Strategic Business Reviews (EBRs and QBRs) to understand customer lifecycle milestones, analyze the value of our product and ROI, and take actions based on the Business reviews.*Driving desired customer outcomes through technical analysis and implementation.*Working with the Account Executives to establish development goals and desired success outcomes and then develop a plan to carry them out successfully.*Identifying the Process Success milestones for the customersDrive Expansion by:*Ensuring customer retention by aiding customer satisfaction.*Identifying opportunities for upselling and cross-selling along with the Account Executives*Identifying appropriate additional business use cases where Yellow.ai bots can be deployed.*Having a solid business sense to keep looking out for new use cases and solutions using our bots to create a win-win situation with customers
EDUCATION
Savitribai Phule Pune University
Bachelor of Computer Applications, E-Commerce/Electronic Commerce
St. Felix High School
General Studies
Liverpool John Moores University
Master of Business Administration (MBA), Business Administration and Management, General
ABOUT SONIA SHARMA
Sonia Sharma is an accomplished professional currently serving as the Manager of Customer Success at yellow.ai for North America and LATAM. With yellow.ai being a leading omnichannel conversational AI tool, Sonia\'s expertise lies in helping top brands elevate their customer service by offering personalised experiences and streamlining internal processes to drive sustainable growth. Prior to her role at yellow.ai, Sonia excelled as the National Account Service Manager for Vodafone Idea Limited (Vi) for over four years. In this capacity, she established herself as a dedicated customer-brand liaisonist, prioritizing optimal customer satisfaction. Sonia\'s role involved providing expert problem-solving assistance, as well as offering valuable insights on products and solutions. Sonia\'s proficiency extends beyond day-to-day operations, as she possesses a deep understanding of relationship building and maintenance, value-based selling, strategic expansions, and customer retention. Her ability to foster insightful discussions in these areas sets her apart as a trusted advisor in the industry. Academically, Sonia holds an MBA from Liverpool John Moores\' University, England, which has equipped her with a strong foundation in business management principles. Additionally, she obtained a BCA degree from the University of Pune, India, showcasing her passion for continuous learning and her expertise in the field. Outside of her professional pursuits, Sonia indulges in her passion for automobiles and competitive Formula 4 racing. Her enthusiasm for the sport demonstrates her dedication and tenacity, traits that undoubtedly contribute to her success in the business world. With her wealth of experience, dedication to customer success, and diverse skill set, Sonia Sharma is an invaluable asset in driving growth and delivering exceptional results in the ever-evolving landscape of customer service and AI-driven solutions.
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