Versha Dabas Sangwan — Operations Associate

Experienced Customer Success Strategist | Driving Engagement, Growth & Relationships 🔑 Transforming Challenges into Success Stories 🔑 Are you looking for a dedicated and results-oriented Customer Success Manager with a proven track record in driving engagement, growth, and meaningful relationships? Look no further! With a solid background in SaaS business and a certified expert in Customer Success Management, I bring a wealth of experience in managing multiple accounts, increasing revenue, and creating impactful client onboarding processes. My journey has been marked by an Entrepreneurial & Intrapreneurial mindset, guiding me to excel both professionally and personally. 💼 About Me 💼 As a seasoned Customer Education Lead at Decisions - Meeting Management app for Microsoft Teams and Office 365, I have honed my skills in developing and executing global educational content and strategies for customers. My true passion lies in digging deep into customer challenges and crafting tailored solutions that leave a lasting impact. In fact, I'm so dedicated to this mission that I often say I'd do it for free! 🚀 What Sets Me Apart 🚀 I thrive on customer stories and firmly believe that building strong relationships trumps any numerical metric. My genuine love for hearing these stories drives me to create training programs that not only enhance adoption but also foster a genuine connection with clients. Through my career, I have consistently demonstrated my ability to drive engagement and empower customers to achieve their goals. 🏃‍♀️ Beyond the Office 🏃‍♀️ When I'm not busy crafting success stories, you'll find me conquering marathons or embarking on exciting adventures. I thrive on pushing my limits, whether it's tackling new challenges in my career or hitting the open road for a thrilling long drive. Let's connect to explore how I can contribute to your team's success and help your customers achieve their goals. Reach out today!

Stackforce AI infers this person is a Customer Success and Education Specialist in the SaaS industry.

Location: Delhi, India

Experience: 11 yrs 9 mos

Skills

Customer Education
Onboarding
Customer Success
Project Management

Career Highlights

Proven track record in driving customer engagement.
Expert in developing impactful customer education programs.
Strong ability to build lasting client relationships.

Work Experience

Decisions

Customer Education Operations Lead - Onboarding & Product Adoption (3 yrs)

Customer Education Lead (1 yr 2 mos)

Customer Success Manager (8 mos)

Cvent

Senior Project Manager - Event Builder (3 mos)

Project Manager - Event Builder (2 yrs 4 mos)

Cyamopsis Biotech

Digital Marketing and Market research (1 mo)

FICCI Research and Analysis Centre

Customer Account Handling Intern (1 mo)

Coca-Cola Beverages Pvt Ltd

Customer Support Intern (2 mos)

Indian Biosciences

Research And Development Intern (1 mo)

Shivam Cargo - India

Sales Intern (1 mo)

Coching center

Private Tutor of students of Middle to Secondary Level (4 yrs 6 mos)

Education

Postgraduate Degree at International Institute of Information Technology Bangalore

BTech + MTech - Biotechnology at Amity University

Master of Business Administration - MBA at The Open University

Versha Dabas Sangwan

Operations Associate

Delhi, India11 yrs 9 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Proven track record in driving customer engagement.
Expert in developing impactful customer education programs.
Strong ability to build lasting client relationships.

Stackforce AI infers this person is a Customer Success and Education Specialist in the SaaS industry.

Contact

Skills

Core Skills

Customer EducationOnboardingCustomer SuccessProject Management

Other Skills

Academy oceanBiotechnologyBusiness DevelopmentCustomer ExperienceCustomer Relationship Management (CRM)Customer RetentionCustomer SatisfactionDecisionsDigital MarketingDirect SalesGainsight CSHubSpotLeadershipLearning Management SystemsLife Skills

About

Experience

Decisions

3 roles

Customer Education Operations Lead - Onboarding & Product Adoption

Mar 2023 – Present · 3 yrs · Oslo, Norway

Leveraged Synthesia.ai Tools: Utilized Synthesia.ai to produce avatar-based short videos, eectively illustrating each feature. Established an educational platform, enabling customers to easily follow and comprehend product functionalities.
Introduction of Meetingculture.ai: Spearheaded the launch of Meetingculture.ai, assuming responsibility for crafting comprehensive video tutorials, knowledge base materials, and content. These resources served to educate customers on the utilization of Meetingculture.ai and how it streamlines the process of creating meeting agendas and recaps.
Weekly Training Webinars and Onboarding:Designed and conducted weekly training webinars, including both onboarding sessions and advanced masterclasses, to facilitate the seamless integration of new users and customers into the platform.

Ondemand videosWebinar DevelopmentWebinarWebinar ManagementLearning Management SystemsAcademy ocean+3

Customer Education Lead

Jan 2022 – Mar 2023 · 1 yr 2 mos · Oslo, Norway

Led a cross-functional team to develop and implement a new customer education program, resulting in a streamlined and more efficient education program for customers and a 20% decrease in operational costs.
Developed and implemented a comprehensive customer education program that included on-demand videos, webinars, and a Hubspot learning management system, resulting in a 25% increase in customer retention and overall customer satisfaction.
Managed the production and delivery of high-quality video content for customer education, utilizing skills in video production and HubSpot, resulting in a 40% increase in engagement and completion rates.
Coordinated and automated webinars for customer education and experience, including managing registrations, follow-up communications, and feedback analysis, resulting in a 30% increase in webinar attendance and overall customer engagement.

Customer Success Manager

May 2021 – Jan 2022 · 8 mos · Oslo, Norway

As the first Customer Success Manager and 25th employee at Decisions, built and led the customer success and professional services from a dozen customers to nearly touching 2K.
Successfully developed strong relationships with customers, serving as their advocate and identifying opportunities for upselling. Achieved a total of 31 upsell deals closed within a year, including one valued at AU$180,000.00.
Successfully managed a portfolio of enterprise customers, prioritised amidst multiple competing priorities, escalations, and deadlines, resulting in a 90% customer retention rate.
Developed a deep understanding of customers business needs for our product and challenges, working from onboarding the client to facilitate their use cases and setting customers for success. Planned dynamic success plans that delivered on customer expectations, managing exceptions, and identifying early warning signs of risk through colour coding Customer Health checks to focus on Customer Expansion & renewal.

HubSpotCustomer ExperienceCustomer SatisfactionCustomer Relationship Management (CRM)Customer Success

Cvent

2 roles

Senior Project Manager - Event Builder

Promoted

Feb 2021 – May 2021 · 3 mos · On-site

At Cvent, held the positions of Project Manager - Event Builder and Senior Project Manager from 2019 to 2021. Received recognition through awards such as the Event Builder Star, Spotlight Award, and R&R Award, while achieving the second-highest lead gen of $90,374.93 in 2020.
Proficient in Cvent Event Management tool, close to 100 successful events delivered with exceptional OSAT and VSAT scores during my tenure, earning notable client appreciation. The primary responsibilities included aligning with customers' goals to build end-to-end registrations and websites per their requirements, ensuring product adoption, account growth, and revenue retention.
Coordination with other integration tools, such as Zoom, Stripe, Salesforce, building project plans and statements of work, tracking project status and reporting to management were also part of the job. In addition, tasks, milestones, and goals were managed to maintain account health, and assistance provided in the development and management of project plans on system implementations.
Enhanced customer experience and cultivated customer relationships through efficient project management, on-time deliverables, and in- depth knowledge of Cvent EMT.

Project Manager - Event Builder

Jan 2019 – May 2021 · 2 yrs 4 mos · On-site

Project ManagementSalesforce.comProject Delivery

Cyamopsis biotech

Digital Marketing and Market research

Jul 2018 – Aug 2018 · 1 mo · Delhi

Ficci research and analysis centre

Customer Account Handling Intern

Jun 2018 – Jul 2018 · 1 mo · New Delhi Area, India · On-site

Effectively handled account inquiries for food sample testing from various industries, ensuring prompt responses and timely updates on
project status and conducted tests.
Provided exceptional customer service by addressing inquiries and concerns related to account management through both email and phone
support.
Successfully managed and maintained customer accounts by efficiently handling communication, resolving issues, and providing accurate
information regarding inquiries and the status of projects and tests.

Coca-cola beverages pvt ltd

Customer Support Intern

Feb 2018 – Apr 2018 · 2 mos · On-site

Managed a large volume of emails and calls from distributors in India, promptly responding to inquiries related to packaging, transport, and
package tracking.
Utilized strong communication skills to provide exceptional customer service, ensuring timely and accurate resolution of distributor
concerns.
Maintained positive relationships with distributors by addressing their inquiries and effectively addressing any issues related to packing,
transport, and package tracking. Assisted in implementing and executing

Indian biosciences

Research And Development Intern

Jun 2017 – Jul 2017 · 1 mo · New Delhi Area, India

Shivam cargo - india

Sales Intern

May 2017 – Jun 2017 · 1 mo · New Delhi Area, India

Coching center

Private Tutor of students of Middle to Secondary Level

Jun 2013 – Dec 2017 · 4 yrs 6 mos · Delhi

I have experience working as a part-time private tutor, providing academic support to students up to the High school level. In this role, I dedicated three hours per day to teaching, with each one-hour session accommodating approximately five students. Through my tutoring services, I have helped students achieve academic success and develop valuable skills that will serve them well in their future studies.