Shweta Vasisht
Apex,NC
Summary
Accomplished Customer Success Leader with a proven track record of leading successful initiatives to drive customer satisfaction and retention. Skilled in building strong client relationships and managing cross-functional teams effectively. I thrive in building strategic relationships with enterprise clients, fostering robust stakeholder connections to drive exceptional customer satisfaction and loyalty.
Overview
23
23
years of professional experience
Work History
Customer Project Manager (Change Management)
Cisco Systems, Inc.(Insight Global)
Raleigh, NC, USA
07.2024 - Current
- Manage full lifecycle of change management, including initiation, evaluation, prioritization, planning, approval, implementation, and post-change review. Ensure all changes align with business objectives
- Developing risk mitigation strategies to ensure minimal disruption to the production environment. Implement contingency and backup plans for critical changes
- Collaborate effectively with engineering teams, operational leadership, technical review board, customer stakeholders, and the change management team to drive alignment on change strategies and goals. Act as the primary point of contact to ensure successful coordination and approval across all teams
- Provide timely updates, manage approvals, and maintain alignment between business needs and technical solutions. Ensure transparent communication throughout the change process
- Ensure all changes comply with internal governance policies and regulatory requirements. Facilitate technical reviews, peer reviews, and approval processes, engaging with change advisory boards and leadership teams to drive adherence to best practices.
- Continuously improve change management process and methodologies based on feedback and lessons learned from previous changes
- Monitor progress, evaluate results and report finding to stakeholders
Lead Customer Success Manager (Enterprise)
Cloud Software Group (Citrix Systems)
Raleigh, North Carolina
07.2023 - 01.2024
- Managed portfolio of Enterprise customers across verticals translating to ACV ~ $16M
- Responsible for entire customer lifecycle, from Onboarding through Retention
- Measured on Active use and Retention Rate % based on Net Retention
- On Track for exceeding both metrics in FY2023
- Overcome cloud migration blockers through escalation with our Executive team, collaborate with PM and Engineering, and proactive expectation setting with customers
- Internal Collaboration to mitigate risk with Engineering, Customer Success, Product Management Sales, Support and Marketing
- Successfully contributed to the improvement of product offerings by collaborating with Product Management and DevOps teams to implement customer-driven enhancement requests (RFEs), resulting in enhanced customer satisfaction and product usability
- Proactively managed and monitored multiple customer projects, ensuring seamless progress by defining action items, swiftly identifying and resolving issues, resulting in minimized disruptions and successful project outcomes
- Proactively identified and addressed potential renewal risk and challenges, contributing to a high renewal rate and customer satisfaction
- Documented customer expansion plans and assess the feasibility of potential product upgrades to align with long-term retention goals.
Manager Customer Success
Citrix Systems
Bengaluru, India
05.2021 - 01.2023
- Led a team of 15+ Technical Account Managers (TAMs) & Customer Success Managers (CSMs) for the Americas East Coast
- Pioneered the creation of a customer health index, improving the identification of healthy and at-risk customers, contributing to 30% increase in proactive issue resolution
- Developed dashboards for proactive customer health monitoring, significantly improving retention from 70% to 87% within a year
- Led a team retaining 100 accounts with an impressive 95% renewal rate
- Led cross-functional training campaign on Gainsight & Salesforce for TAMs and CSMs, providing mentorship and guidance
- Led a monthly internal Retention meeting with Citrix Customer Success Leaders, Engineering, CSMs for all CSM segments and regions
- Initiated the creation of a comprehensive Wrike knowledge bank, consolidating learning material for Customer Success Teams
- Coordinated with Product Engineering and DevOps teams on customer feedback-based product enhancements for seamless implementations
- Participated in diverse workstreams to enhance the customer lifecycle and improve service delivery functions in the Customer Success Organization
- Responsible for hiring, mentoring, and growth of Technical Account Managers and Customer Success Managers in the region.
Business Development Manager (Global Partner Organisation)
Cisco India Pvt. Ltd. (Sellbytel)
Delhi, India
03.2020 - 04.2021
- Led pursuit efforts to drive adoption of Global Competitive War Room within Cisco Field Sales and Cisco Partner Community
- Drove strong relationship and engagement with partners on deal to deal basis leading to the adoption, expansion, and advocacy of Cisco products
- Address and resolve any issues or challenges faced by partners, acting as a liaison between partners and internal teams to ensure timely resolution
- Developed proactive engagement strategies to help partners meet their objectives
- Acted as an advocate for partners, reported and suggested areas of improvement in products and processes
- Partnered with leadership to develop a global strategic growth plan, using fact-based analysis to identify growth and profit opportunities in a competitive space
- Generated and managed for accuracy pipeline reports and dashboard in Salesforce, CCW, and Smartsheets for partner campaign.
AGM (Customer Success)
Ahlcon Engineering Services
Gurgaon, Haryana
12.2014 - 08.2016
- Developed robust account management strategies driving a 30% increase in customer adoption and a 20% improvement in retention
- Overhauled customer onboarding process which improved customer engagement by 55%
- Drove NPS rating improvement from 70% to 85% by focusing on personalized engagement strategy and customer lifecycle methodologies
- Achieved 100% of customer retention and penetration targets in existing accounts
- Facilitated development of key product features by synthesizing customer feedback and engaging with Product Engineering and DevOps teams
- Tracked Key Metrics, identifying optimization opportunities
- Built strong relationship with customer to understand their specific needs and brought in various upsell opportunities
- Defined and created delivery framework including Customer life cycle, delivery schedules and delivery standards
- Responsible for Hiring, Engaging, Retaining & Developing diverse talent.
Sr. Business Development Manager
Global Credit Solutions Pvt Ltd
Delhi, India
10.2010 - 09.2014
Sr. Manager Business Development
InTouch Solutions Pvt Ltd
Gurgaon, Haryana
08.2008 - 09.2011
Sr. Quality Analyst
Dell
Gurgaon, Haryana
08.2006 - 02.2008
Quality Analyst
Vertex India
Delhi, India
02.2004 - 08.2006
Customer Service Executive
V. Customers Pvt. Ltd
Delhi, India
01.2003 - 01.2004
Education
Project Management Professional PMP -
Project Management Institute
Bachelor of Commerce - undefined
Delhi University
12.2022
Skills
- Strategic Customer Success Management
- Relationship Building and Stakeholder Management
- Customer Satisfaction & Retention Strategies
- Cross Function Collaboration & Team Leadership
- Customer Centric Culture and Advocacy
- Product Adoption & Onboarding Processes
- Data Analysis, Metrics-Driven Decision Making
LANGUAGES
English: C2 Proficient
Timeline
Customer Project Manager (Change Management)
Cisco Systems, Inc.(Insight Global)
07.2024 - Current
Lead Customer Success Manager (Enterprise)
Cloud Software Group (Citrix Systems)
07.2023 - 01.2024
Manager Customer Success
Citrix Systems
05.2021 - 01.2023
Business Development Manager (Global Partner Organisation)
Cisco India Pvt. Ltd. (Sellbytel)
03.2020 - 04.2021
AGM (Customer Success)
Ahlcon Engineering Services
12.2014 - 08.2016
Sr. Business Development Manager
Global Credit Solutions Pvt Ltd
10.2010 - 09.2014
Sr. Manager Business Development
InTouch Solutions Pvt Ltd
08.2008 - 09.2011
Sr. Quality Analyst
Dell
08.2006 - 02.2008
Quality Analyst
Vertex India
02.2004 - 08.2006
Customer Service Executive
V. Customers Pvt. Ltd
01.2003 - 01.2004
Bachelor of Commerce - undefined
Delhi University
Project Management Professional PMP -
Project Management Institute