Sonal Dhingra Customer Success | Relationship Management | Key Account

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Customer Service Manager

Dahl Valve Ltd,

Nov 2023 - Mar 2025 (1 year 5 months)

• Delivered structured training modules-cut complaint rate by 20% • Optimized order workflows, reducing fulfillment time by 15% • Led inter-department alignment (Sales, Logistics) for seamless CX • Engaged 15+ key accounts monthly-boosted 6-month retention by 10%

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Customer Service Specialist

Seeking Alpha (Remote)

Apr 2020 - Nov 2023 (3 years 8 months)

• Resolved 2000+ technical/account inquiries monthly • Conducted feature walkthroughs, upsell sessions, and retention calls • Owned team onboarding & SOP creation for internal tools • Maintained CSAT targets in a high-volume support environment

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Senior Manager - Customer Success

WedMeGood

Sep 2019 - Mar 2020 (7 months)

• Reduced churn via consistent client relationship management • Enabled partner-consumer deals to boost customer LTV • Managed renewals, up-sell pipeline, and cross-functional reporting • Oversaw $2M revenue portfolio; improved wallet share by 5% • Coached 5+ AMs on performance, churn handling & account expansion • Launched tech-driven process changes that improved TAT

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Manager - Enterprise Customer Success

HelloVerify (B2B SaaS)

Feb 2019 - Oct 2019 (9 months)

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Key Account Manager

SendinBlue (French SaaS company)

Sep 2015 - Feb 2019 (3 years 6 months)

• Managed global B2B accounts and led customer onboarding for SaaS email marketing tools. • Handled KPIs including CSAT, SLA, backlog management, and timely resolution through Zendesk. • Collaborated with Sales, Engineering, and CX teams to optimize processes, leading to NPS improvement. • Resolved complex international billing disputes via Adyen and maintained 95%+ renewal rate. • Managed a support team and contributed to knowledge base development and documentation.

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Relationship Manager

RateGain IT Solutions

May 2011 - Sep 2015 (4 years 5 months)

• Managed 600+ client accounts across Asia-Pacific, including training and onboarding. • Reduced churn rate and increased retention through proactive customer relationship management. • Led a cross-functional team for contract renewals and service delivery. • Served as liaison between clients and internal teams to manage expectations and ensure quality. • Trained and mentored new hires; conducted workshops on client communication and issue handling.

Market Research Analyst

Us tech Solutions

Feb 2010 - May 2011 (1 year 4 months)

• Conducted detailed market research to support RFP responses and lead generation strategies. • Collaborated with inside sales and pre-sales teams to identify market gaps and customer needs. • Created whitepapers and internal presentations to support client acquisition efforts. • Managed and updated company website content to align with branding and customer expectations.

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Customer Support Executive

HCL BPO (British Telecom ISP)

Mar 2009 - Oct 2009 (8 months)

• Provided Tier-1 technical support for internet and broadband issues for UK-based customers. • Logged issues and escalated complex queries using Siebel CRM system. • Troubleshot connectivity, router, and billing issues and improved first-call resolution rate. • Consistently met SLA metrics while improving CSAT scores for the support desk.

Sonal Dhingra

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