RAHUL KUMAR SONI

I’m a Customer Success and Key Accounts professional with 9+ years at NielsenIQ, owning the full B2B client lifecycle from onboarding and adoption to retention, renewal, and expansion. I’m known for turning customer needs into measurable outcomes through strong executive and operational relationships.

I build Customer Success Plans (CSPs) with clear goals, KPIs, adoption milestones, and success criteria, then run Executive Business Reviews (QBRs) to keep progress tangible and aligned. I proactively drive renewals, upsells, and account expansion—contributing to 12–15% Net Revenue Retention (NRR) growth year on year.

To protect outcomes, I monitor customer health metrics like CSAT, NPS, SLA adherence, and complaint volumes—flagging risks early and coordinating corrective actions. I’ve also improved account operations by building playbooks and processes, reducing escalations by 50% and raising SLA adherence with a more consistent customer experience.

I combine customer strategy with delivery and analytics: I’ve led Agile project lifecycles as a Scrum Master (CSM) and built Power BI and Excel dashboards for real-time KPI tracking and business insights. Alongside program financials (SOW creation, invoicing, revenue forecasting) and cross-functional collaboration across product, tech, sales, operations, and data teams, I mentor others to raise standards across complex enterprise accounts.