Viral Patel
Irvine,CA
Summary
Results-driven Enterprise Success Manager specializing in consultation, data analysis, and storytelling. Demonstrated success in onboarding and training initiatives, ensuring seamless product adoption. Highly skilled in conducting business reviews and providing actionable insights to elevate client satisfaction and drive continuous improvement. Focused on building trust and nurturing long-term relationships to achieve sustained business success.
Overview
18
18
years of professional experience
Work History
Enterprise Customer Success Manager 2
Glassdoor
05.2021 - Current
- Leverage consultative questioning and discovery techniques during onboarding to meticulously understand clients' goals, objectives, and desired ROI for stakeholders (Directors, VPs, C-level).
- Lead quarterly business reviews for 70 enterprise clients in various industries, averaging 107% logo retention, and 120% monthly contract value.
- Develop and implement success plans using Gainsight to align customer goals with business strategy, resulting in 100% promoter NPS scores.
- Consistently track industry trends and competitor activities, delivering actionable insights and recommendations to guide strategic decisions, and foster innovation.
- Represented the CS organization in a cross-functional product marketing project, collaborating with engineers, PMs, PMMs, and the design team to introduce seven new feature enhancements within a year, driving a 35% surge in registered users in the newly acquired Fishbowl app.
- Acted as a trusted advisor as an ERG Marketplace Relations lead, responsible for coordinating volunteering activities, advising on marketing campaigns, and developing community partnerships.
Client Success Manager - Start-up
CCM Film Company
02.2019 - 05.2021
- Managed 80 mid-market and enterprise accounts through various industries , achieved 110% logo retention and averaged 25% above goal
- Collaborate with marketing & sales department to increase brand exposure through SEO marketing campaigns for the product and brand awareness
- Developed and launched customer training sessions, conducted webinars & workshops
Account Manager
Sovereign Health Group
02.2017 - 02.2018
- Managed and nurtured an average of 60 B2B accounts, surpassing quota by an average of 23%
- Defined business outcomes by crafting comprehensive success plans to include customer objectives, partners, achievements, risks & metrics needed for success
Product Marketing Manager - Start-up
Variant Lending Group
09.2014 - 01.2016
- Pioneered Realtor Relations division, transitioned company from B2C to B2B, reducing advertising cost by 13% YoY
- Partnered with operations, marketing, and key stakeholders to create targeted content aimed at attracting real estate and mortgage professionals
- This initiative resulted in 19 new partnerships and drove an average net revenue increase of 9% quarter-over-quarter
Customer Service/Sales Manager - Big Ticket
Variant Lending Group
10.2006 - 09.2014
- Led a team of 10+ sales associates, developing a customer-first mindset through ongoing coaching, KPI-driven performance reviews, and collaboration on best practices, consistently ranking #1 throughout district in customer satisfaction
- Averaged a sales quota ranking of #2 throughout tenure by understanding customer needs, providing tailored product solutions training, and offering proactive support, fostering long-term customer relationships and repeat & referral business
Education
Master's Degree - Psychology
Hope International University
01.2018
Bachelor's Degree - Psychology
California State University Fullerton
01.2011
Skills
- Innovation
- Relationship building
- Public Speaking and Presentation
- Data analysis and storytelling
- Adaptability, Organization
- AI Acumen
- Data-driven decision making
- Customer retention
- Gainsight
- Salesforce proficiency
- CRM software expertise
- Tableau
- Marketing
- Resourceful
Professionalbackgroundsummary
Dedicated success manager with a results-driven approach rooted in consultation, data analysis, storytelling, and effective time management. Skilled in onboarding, training, and ongoing support to ensure seamless product adoption. Proficient in business reviews, actionable insights, and cross-functional collaboration to address client needs and drive continuous improvement. Focused on building trust, enhancing customer value, and fostering long-term business success., Innovation, Relationship Building, Public Speaking & Presentation, Data Analysis/Storytelling, Adaptability/Organization, AI Acumen, Salesforce, Gainsight, Tableau, Marketing, Resourceful
Affiliations
- Delta Kappa Ro Honors Society - Hope International 3.94 GPA
Languages
Gujarati
Native/ Bilingual
English
Native/ Bilingual
Spanish
Limited
References
References available upon request.
Timeline
Enterprise Customer Success Manager 2
Glassdoor
05.2021 - Current
Client Success Manager - Start-up
CCM Film Company
02.2019 - 05.2021
Account Manager
Sovereign Health Group
02.2017 - 02.2018
Product Marketing Manager - Start-up
Variant Lending Group
09.2014 - 01.2016
Customer Service/Sales Manager - Big Ticket
Variant Lending Group
10.2006 - 09.2014
Master's Degree - Psychology
Hope International University
Bachelor's Degree - Psychology
California State University Fullerton
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