Open to opportunities

Mohak Sharma

@mohaksharma

Message

Dynamic customer success specialist focused on client satisfaction and support.

India

Message

What I'm looking for

I am looking for a role that fosters innovation, values client relationships, and offers opportunities for professional growth.

I am a dynamic Customer Success Manager with a proven track record in onboarding, client training, and support operations. My expertise lies in optimizing customer satisfaction metrics and building strong client relationships in fast-paced environments. Currently, I guide B2B clients through seamless onboarding processes, ensuring their early adoption success through structured walkthroughs and product education aligned with their goals.

Throughout my career, I have developed and maintained internal SOPs to standardize processes for support and onboarding, while also providing real-time support to resolve queries efficiently. My commitment to customer experience and retention has led to significant improvements in customer satisfaction metrics, including CSAT and onboarding success rates. I actively participate in cross-functional initiatives, contributing to innovative solutions that enhance user experience and operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Pathfndr

Jan 2024 - Present (1 year 7 months)

Guided new B2B clients through seamless onboarding processes via Zoom, Google Meet, and on-site sessions, ensuring early adoption success. Managed weekly communications by sharing marketing creatives and monthly pulse reports with SME and enterprise clients, highlighting product updates, performance metrics, and development progress.

Customer Onboarding Product Education Client Communication SOP Development Customer Support Vendor Management Customer Experience Prompt Engineering

Operations Manager

Curoiz India

Mar 2022 - Present (3 years 5 months)

Led operations and ensured alignment with company goals while managing operational and sales activities for Brass Architectural Hardware Products. Oversaw the entire product development process from creation to launch, supporting innovation and ensuring compliance with market demands and regulations.

Operations Management Product Development CSAT Management Relationship Building Quality Control Cross Functional Collaboration Inbound Sales

Customer Success Manager

Simplilearn Solutions Pvt. Ltd.

Jan 2021 - Present (4 years 7 months)

Oversaw the creation and management of reports and dashboards on the Salesforce CRM platform, ensuring comprehensive tracking of client inquiry metrics. Provided digital operations project advice to B2B clients, utilizing experience to boost productivity and achieve desirable project results.

CRM Management NPS Extraction Corporate Analytics Support Salesforce Tableau Excel

Education

Degrees, certifications, and relevant coursework

Amity University, Noida

B.Tech Automobile, Automobile Engineering

2016 - 2020

Grade: 7.11

Completed a Bachelor of Technology in Automobile Engineering. Focused on core engineering principles and their application in the automotive industry.