Vicky Agarwal Email & Phone Number

Gurugram, HR, IN

Gurugram, Haryana, India

• Leading a 3-member Customer Success Team that manages the end-to-end customer lifecycle of ~150 Educational Institutions worldwide.
• Maintained Onboarding Satisfaction Score of >4/5 and Net Promoter Score of 8.5/10 for the team in the last 3 quarters. Provided recommendations for process improvement in customer onboarding with a key focus on.
• Achieved Customer Renewal Rate of 65% for in the last quarter (Highest in the 24 months). Demonstrated proactive engagement in implementing de-escalation strategies tailored to customers, thereby fostering enhanced.
• Top performer of the Customer Success Team for FY 22-23 and received Fast-track promotion to Senior Customer Success Manager in 6 months (ideal promotion cycle time: 1-1.5 years)

Gurugram, Haryana, India

• Managed a Customer Portfolio of 60 Educational Institutions, serving as the primary point of contact for all customer needs, queries and escalations across the customer lifecycle from Onboarding & Implementation to.
• Drove the implementation of ERP Software at customers’ institutions; including requirements gathering, process re-design, product configuration, data onboarding, and end-user training.
• Conducted regular business review meetings with Steady-State customers to resolve queries, identify up-selling opportunities and maintain healthy relationships.
• Collaborated extensively with the company’s management to drive the revamping of Customer Success Operations at Campus 365.
• Recipient of Rising Star Award for Best New Comer with highest impact in the organization.

Bengaluru, Karnataka, India

• Worked in the Pre-Sales Department with the primary focus of understanding lead demographics and requirements, and qualifying the leads to the further stages of the sales pipeline.
• Conducted extensive surveys to understand customer background and buying potential. Recognized consistently for documentation of insights to help technical teams tailor the demo to the leads’ requirements.
• Acted as a liaison between leads and various internal teams. Scheduled appointments, managed calendars and offline visits to lead locations.

Pune, Maharashtra, India

• Worked in the Field Sales Team and generated revenue through sales of insurance products and credit cards services to working professionals. (Generated ~1.5 Lakhs INR per month)
• Conducted product demonstrations, assisted in payment processing and onboarding, and provided on-call administrative support to customers.