Chandni Sirohi
Ottawa,ON
Summary
Customer Success professional with 15 years of experience across Tech, BPO, Aviation, and Media. I specialize in customer relationship management, onboarding, retention, and revenue growth. I align the right solutions to customer goals, drive adoption and ROI, and collaborate cross-functionally to deliver long-term success.
Overview
19
19
years of professional experience
Work History
Senior Technical Support Engineer
LearnDash
- Handling plugin customer support tickets for the organization's client, LearnDash.
- Providing timely and accurate responses, troubleshooting technical difficulties, resolving errors, and creating feature requests.
- Troubleshooting and resolving customer issues related to the installation, configuration, performance, functionality, or compatibility of a product.
- Proficiently using tools and methods, such as logs, diagnostics, error code analysis, and testing to identify the root cause and provide a solution or a workaround.
- Creating and updating technical documentation like knowledge base articles, FAQs, guides, or manuals.
- Developing and delivering training sessions, webinars, and demos for customers, partners, and internal teams.
Customer Success Manager
LearnDash
06.2022 - Current
- Customer Success & Account Management
- I serve as the primary point of contact for customers—building strong relationships, driving account planning, and being a trusted advisor. I create tailored plans to align the right products with client needs, outlining clear implementation strategies to ensure long-term success and measurable ROI.
- Onboarding & Post-Implementation Support
- Guide new customers through onboarding via personalized emails and one-on-one sessions. Post-implementation, I continue to support them by proactively sharing best practices for their particular use case, resolving issues, answering questions, and identifying success opportunities.
- Customer Advocacy & Insights
- Represent the voice of the customer by sharing customer feedback, identifying trends, and advocating for feature improvements. Regularly collaborate with product and engineering teams to improve experience and sentiment.
- Marketing Collaboration & Campaigns
- Work closely with marketing to improve website landing pages, create targeted marketing campaigns, and enhance newsletters based on customer needs and behavior.
- Webinars, Conferences & Qualified Leads
- Host live webinars and Q&A sessions for pre-sale and existing customers. Engage in best practices to educate users and support lead generation.
- Growth & Process Improvement
- Identify upsell and cross-sell opportunities, support qualified leads, and contribute to internal process improvements that enhance the customer journey in a fast-paced, collaborative environment.
Manager Event and Brand Solutions
Sakal Media Group
04.2017 - 04.2018
- Core responsibilities included acquiring new businesses, strengthening current client relationships, and creating IPs for clients.
- Helped organize and get sponsorships for events.
- Monitored revenue movements within the assigned territory of accounts, resulting in the identification of upsell opportunities and an increase in annual revenue.
- Nurturing, developing, and expanding a portfolio of clients locally.
Assistant Manager CRM
Dineout, Times Internet Ltd
03.2016 - 04.2017
- Acquired leads and retained clients by strategizing marketing initiatives to optimize their business.
- Contributed to campaign and product discussions by communicating research and client feedback, resulting in the development of customer-centric campaigns and product enhancements.
- Helped grow Dineout as a young brand into a leading name in the table booking App and dining out industry.
- Helped onboard 100 plus restaurants for new products, resulting in consistent revenue.
Lead Associate
WNS Global Services
05.2015 - 03.2016
- Core responsibilities included acquiring new clients and working as a voice coach for Quality Customer Experience.
- Maintained thorough documentation of customer interactions, resulting in improved internal knowledge sharing.
- Provided training and coaching for team members and performance evaluation.
Customer Experience Analyst
Exl India Pvt. Ltd.
09.2013 - 05.2015
- Developed training modules and managed a 40-member team on delivery and customer support.
- Provided excellent customer service and support, maintaining a 95% customer satisfaction rating.
- Gathered and interpreted data on customer satisfaction.
Flight Stewardess Trainee (IFS)
Singapore Airlines
09.2011 - 12.2011
- Underwent training for Product Knowledge, Service Procedures, and Safety and Security.
Cabin Crew
Jet Airways
10.2006 - 10.2009
- Ensured the safety, security, and comfort of airline passengers.
- Provided customer service while creating a welcoming environment for passengers before, during, and at the conclusion of each flight, including Food Beverage Security.
Education
Bachelor of Arts -
Pune University
Professional Fellowship - undefined
Alt Campus
Hospitality in Aviation Management - undefined
Frankfinn Institute
Skills
- Account and Retention Management
- Critical Thinking and Prioritizing
- Cross-functional strategy
- Customer Relationship Management
- Expert Communication and Interpersonal Skills
- HTML & CSS3
- New client integration
- Problem Resolution and Escalation Management
- Product Adoption and Implementation
- Product improvement
- WordPress
- Remote support
- Customer support
- Application support
- Advanced troubleshooting
- Ticket management
- Product knowledge
- Technical troubleshooting
- Customer relationship management
- Service calls
- Technical expertise
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Timeline
Customer Success Manager
LearnDash
06.2022 - Current
Manager Event and Brand Solutions
Sakal Media Group
04.2017 - 04.2018
Assistant Manager CRM
Dineout, Times Internet Ltd
03.2016 - 04.2017
Lead Associate
WNS Global Services
05.2015 - 03.2016
Customer Experience Analyst
Exl India Pvt. Ltd.
09.2013 - 05.2015
Flight Stewardess Trainee (IFS)
Singapore Airlines
09.2011 - 12.2011
Cabin Crew
Jet Airways
10.2006 - 10.2009
Senior Technical Support Engineer
LearnDash
Professional Fellowship - undefined
Alt Campus
Hospitality in Aviation Management - undefined
Frankfinn Institute
Bachelor of Arts -
Pune University
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