SONAL PATEL
Greater Atlanta,GA
Summary
CLIENT SUCCESS DIRECTOR | VP, CUSTOMER ENGAGEMENT
Executive Director of Product Marketing & Customer Success with 15+ years of experience in Operations and Customer
Success, adept at optimizing customer engagement, and driving retention strategies to create new opportunities in
target markets. Skilled in leveraging data analytics for informed decision-making and identifying growth opportunities,
with a strong emphasis on fostering collaborative relationships across departments. Proactive troubleshooter with a
focus on implementing process improvements to support growth and technical innovation. Core competencies include
customer retention & expansion, customer relationship management, technical expertise, complaint resolution, change
management, strategic planning, execution, data analysis, business intelligence, training, onboarding, and process
modeling. Known for simplifying customer value management platforms, driving better engagement and conversion,
strengthening lead management, and increasing peer recommendations from customers through value advocacy.
Overview
16
16
years of professional experience
1
1
Certification
6
6
Languages
Work History
Senior Marketing Director
WORLD FINANCIAL GROUP
Atlanta, GA
01.2017 - Current
- Utilized AI to develop a high-ticket program, increasing productivity by 78% and effectively onboarding 76% of retained clients and 95% of new clients within the first year Automated a profitable, ready-for-market program, resulting in a 72% improvement in clients' financial health, with consistent savings and budgeting habits Educated 7,056 clients on fundamental financial principles and investment strategies, empowering decision making Achieved a client retention rate of 117% through proactive communication, regular reviews, and customized financial planning solutions
Senior Manager
SIERRA WIRELESS
Atlanta, GA
01.2017 - 01.2021
- Customer Success Orchestrated strategic IoT initiatives, driving a 20% revenue increase by capitalizing on emerging market opportunities and customer demands Extracted actionable insights from IoT data streams, influencing product development strategies such as predictive maintenance, quality enhancement, and market demand insights Established and nurtured 14 key partnerships with industry stakeholders, expanding market reach, accessing new technologies, and enhancing product offerings, leading to improved customer satisfaction Achieved an 8% increase in customer retention, resulting in 25% boost in profits and 92% customer satisfaction Implemented customer-centric initiatives based on feedback, improving product reliability, enhancing customer support responsiveness, and streamlining processes, contributing to overall customer satisfaction
Product Marketing Specialist
UNITE D CELLULAR, INC
01.2016 - 01.2018
- Successfully integrated Salesforce CRM solutions with diverse applications, resulting in a 58% increase in efficiency and improved collaboration across departments, benefiting 55% of users Configured and automated complex business workflows across HR, Marketing, customer service, supply chain management, and finance, leading to a 48% efficiency gain and improved data integrity Improved key CRM processes such as forecasting by 44% and lead management by 62%, correlating with enhanced customer satisfaction Managed end-to-end Salesforce implementation projects, delivering tailored solutions within an average timeframe of 3-4 weeks and contributing to scalable growth objectives Collaborated across teams to generate innovative insights, leading to a 45% increase in client retention
Senior Sales Operations Manager
AVIGILON Dallas
, TX
01.2012 - 01.2016
- Collaborated cross-functionally to develop 15 market growth strategies, leading to a 42% increase in revenue within targeted segments Managed sales pipeline data, resulting in a 68% increase in pipeline value, with improved accuracy in sales forecasting through lead generation strategies, sales process optimization, and product and pricing initiatives Conducted price negotiations and provided detailed quotes, contributing to successful deal closures through a strong understanding of the professional relationship sales process Managed project budgets and conducted risk assessments, ensuring project success and cost-effectiveness by generating actionable reports and implementing corrective action Oversaw operational data collection and analysis, implementing process enhancements that optimized efficiency and streamlined workflows
Senior Project Manager
SPRINT
Irving, TX
01.2009 - 01.2012
- Orchestrated 9 comprehensive events, achieving a 92% satisfaction rating from attendees and stakeholders Managed and coordinated public appearances, lectures, contests, exhibits, and unique events, demonstrating strong organizational skills and attention to detail Led brand development initiatives resulting in a 48% increase in web traffic and advertising revenue through targeted marketing strategies and analytics-driven insights Provided strategic consulting services on 6 projects, facilitating a 24% business development in new markets by identifying key challenges and opportunities through market trend analysis and data-driven insights Collaborated with clients to innovate sustainable business models and offerings, including green products and climate technologies
Education
M.B.A - Business Administration
The University of Georgia
B.A - Marketing and Management Dual
The University of Georgia
Life and Health License – North America SAP Business Process Integration and CRM Fundamentals | Salesforce - Certified Email Specialist Salesforce - Certified Sales Cloud Consultant | Salesforce - Certified Advanced Administrator Salesforce - Certified Associate | Global Business Intelligence – Power BI | Digital Marketing -
Accomplishments
- VWR INTERNATIONAL Pe nnsylvania 2016 – 2017
- SAP Functional Consultant Earned SAP Certification in Financial Accounting, specializing in SAP FI, FI-CA, PSCD & TRM modules, and supported the SAP ETMP platform for business taxes and duties Managed one large-scale SAP implementation project, completing the full project lifecycle in 12 months following agile practices Achieved a 35% reduction in order processing time and a 20% reduction in procurement costs through SAP solutions, leading to improved process efficiency and cost savings Identified and implemented process improvements, such as automating the procurement process, resulting in faster procurement, reduced cycle time, cost savings, and improved supplier relationships Trained and supported SAP users, receiving feedback on improved billing accuracy, streamlined collections, and enhanced customer service
Certification
Cost Management | People Processes | Program Management | Strategic Roadmaps | KPIs
Team Management | Issue Resolution | Change Management | Statistical Analysis | Customer Requirements
Operational Excellence | Business Transformation | Resource Utilization | Leadership | Mentoring | Product Support
Additional Information
- ACCOMPLISHMENTS & AWARDS , Avigilon President's Award | Avigilon, Dallas, TX (September 2015) Working Women Entrepreneurial Excellence Award | Working Woman Magazine (November 2012)
Skills
- Key decision making
- Digital marketing
- Sales expertise
- Market planning and execution
- Fact checking
- Campaign management
- Communications expertise
- Operations management
- Business administration
- Cost Management
- Project Management
- Budgeting
- Strategic planning
- Time management
- Market Analysis
- Market understanding
- Communications management
- Staff Management
- Product promotions
- Branding
- Competitive analysis
- Scheduling
- Database Management
- Analytics and SEO
- Campaign development
- Innovation
- SEO and analytics
Timeline
Senior Marketing Director
WORLD FINANCIAL GROUP
01.2017 - Current
Senior Manager
SIERRA WIRELESS
01.2017 - 01.2021
Product Marketing Specialist
UNITE D CELLULAR, INC
01.2016 - 01.2018
Senior Sales Operations Manager
AVIGILON Dallas
01.2012 - 01.2016
Senior Project Manager
SPRINT
01.2009 - 01.2012
M.B.A - Business Administration
The University of Georgia
B.A - Marketing and Management Dual
The University of Georgia
Life and Health License – North America SAP Business Process Integration and CRM Fundamentals | Salesforce - Certified Email Specialist Salesforce - Certified Sales Cloud Consultant | Salesforce - Certified Advanced Administrator Salesforce - Certified Associate | Global Business Intelligence – Power BI | Digital Marketing -
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