Sonika Singh

About Sonika Singh

I\'m obsessed with staying organized and with my work. I am a voracious reader with 12+ years of diverse experience who is always on a lookout for opportunities to grow, develop, evolve and shine!Professionally, I am an experienced Customer Advocate with more than a decade of client facing roles. I am passionate about making sure that my customer is able to churn out the maximum possible juice out of our offerings.When I\'m not with my clients, I\'m in the gym, or travelling, watching rom-coms, sketching, making music on my Ukelele or cooking and eating lip smacking food.I enjoy meeting new people and hearing fresh perspectives. Feel free to reach out if you ever need any support or career guidance; we can do it together. Cheers!

Experience

1. Associate Director - Customer Success and Operations

   Zycus

   Dec 2024 — Present · Pune, IN

   Team Leadership: Lead and manage a combined team of Technical Account Managers and Customer Success Managers, setting goals, monitoring performance, and fostering professional development.Customer Success: Develop strategies to drive customer success by focusing on product adoption, usage, and helping customers achieve their business objectives. Ensure long-term satisfaction, retention, and growth through proactive engagement.Strategic Relationship Management: Build and maintain strong, long-term relationships with key stakeholders across customer organizations, acting as both a technical advisor and a business advocate.Cross-Functional Collaboration: Work closely with Product, Engineering, and Support teams to address customer needs, resolve issues, and provide feedback on customer requirements.Growth Opportunities: Identify opportunities for upsell, cross-sell, and renewals, partnering with Sales to drive expansion within existing accounts.Customer Health Monitoring: Track and report on key customer health metrics, satisfaction, and product usage. Proactively address risks and develop action plans to improve customer engagement and outcomes.Industry Expertise: Stay updated on industry trends and competitive offerings to provide valuable insights and recommendations to customers and internal teams.Process Improvement: Continuously refine and improve internal processes to enhance the overall customer experience, streamline operations, and increase team efficiency.