Mitika Sharma
Manager Customer Success
Toronto
Summary
I am a result-driven and passionate professional with a strong background in customer success, account management, and project management with10 years of valuable experience in the SaaS Industry, I have honed my skills in fostering strong client relationships, optimizing project execution, and ensuring successful outcomes for my customers and organizations.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Manager Customer Success
Appviewx
9 2020 - Current
- Leveling stakeholders to drive value realization through Deliver Quarterly Business reviews and adoption workshops
- Understanding customer pain points and help drive escalations by coordinating between Product
- Conducting product demonstrations and presentations under the guidance of experienced resources
- Ensuring Renewal /Upsell/Cross Sell/Customer Retention
- Maintaining the Annual Recurring Revenue from assigned accounts by managing account retention and renewal
- Retained more than 90% of my customers
- Working closely with Account Sales teams and identifying Upsell/Cross-sell opportunities in existing customers
- Ensuring Adoption and renewal management
- Total ARR handled: $5-10MN
- Opportunity Management: identifying the scope for opportunities was also key in promoting expansion
- Driving Internal Projects /Onboarding / Mentoring
- Delivering the best ROI within the shortest time frame
- Preparing Renewal and upsell Quotes
- Keeping data driven approach :- driving adoption ,retention and expansion with Success Metrics Net Promoter Score , Churn score and health score to prioritize a better customer experience
Customer Success Manager
Zscaler
06.2019 - 08.2020
- Key advocate for Customers on behalf of Zscaler with focus on increasing adoption, ensuring retention and satisfaction
- Working with customers as an integral part of the end-to-end engagement with a focus on maximizing customer value realization by various customer engagement methodologies
- Interacting with CISO/, stakeholders and Engineers to drive value realization
- Delivering technical product presentations to reinforce the value of Zscaler service, to help them better understand and utilize the full features
- Demonstrating a fundamental understanding of Zscaler technology and articulating the advantages of our solution against competitors
Senior Technical Support Analyst
SonicWall
04.2018 - 04.2019
- Assisting customers in configuring and troubleshooting Dell SonicWALL SMB SSLVPN, Enterprise
- Assisting customers with deployment of SonicWALL network security products
- Handling escalations from L1 and Providing Root Cause Analyses
- Giving Trainings to the team on Technical topics and new feature /version launch of the Sonicwall products
Technical Support Engineer
Citrix
09.2014 - 11.2017
- Handling cases escalated by Frontline Team to Offline Support Team for detailed analysis
- Giving presentations on latest technologies and Citrix products like Netscaler, Application firewall,
- Creating and Publishing Knowledge Base Articles both internally and externally on Citrix Website
- Providing consultation to customers experiencing various networking issues
Education
Bachelor of Engineering and Technology - Electronics and Communication
Kurukshetra University
01.2010 - 05.2014
Skills
Communication
Critical Thinking
Client service optimization
Revenue growth
Strategic communications
Customer Relations
Inter-department collaboration
Schedule Management
Sales proficiency
Account updates
Business planning
Team Building
Customer Retention
Adoption
Expansion
Securing Renewals
De-escalating critical customers
Tools Used
Salesforce
DealHub
GainSight
ChurnZero
Rocketlane
Languages
English
Full Professional
Timeline
Customer Success Manager
Zscaler
06.2019 - 08.2020
Senior Technical Support Analyst
SonicWall
04.2018 - 04.2019
Technical Support Engineer
Citrix
09.2014 - 11.2017
Bachelor of Engineering and Technology - Electronics and Communication
Kurukshetra University
01.2010 - 05.2014
Manager Customer Success
Appviewx
9 2020 - Current
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