Chayan Dhall - Customer Success & Growth Leader

CHAYAN DHALL

https://www.linkedin.com/in/chayan-dhall/ +91-813******* **************@*****.*** PROFESSIONAL EXPERIENCE

PAYONEER (Nasdaq Listed Global Fintech SaaS Firm) GURGAON Customer Success Manager APRIL 2024 – PRESENT

Managing books of accounts totaling $2M in ARR, supporting clients across North and South America

Onboarded 60+ enterprise and mid-market clients within 8 months, maintaining an active portfolio of 85+ accounts

Achieved a personal NPS score of 67 by consistently exceeding client expectations & nurturing strong, trust-based relationships

Drove $200k+ in ARR expansion by proactively identifying key clients’ needs and executing cross-sell & up-sell initiatives

Translated client pain points into strategic insights, driving 7+ key product enhancements that elevated user experience

Collaborating cross-functionally with Sales, Operations, Finance, and Product teams to ensure seamless service delivery XIAOMI BANGALORE

Associate Manager MAY 2022 – MARCH 2024

Customer Experience (CX)

Leading team of 11 to exclusively work on improving CSAT and NPS scores, achieved 6% overall improvement

Identified issues & implemented 15+ UI changes on Mi website to improve user experience, reducing bounce rate by 7.5%

Headed Six Sigma project on reducing average handling time of customer calls by 5% and increasing service efficiency Marketing & Growth

Led 7 national marketing campaigns for corporate comms and services marketing, increasing App adoption by 46%

Analyzed consumer insights & market trends to help prepare GTM strategies for premium smartphones segment

Prepared sentiment analysis & competition benchmarking, created focus reports for sales & promoter productivity

Tracked marketing media of peers across Amazon and Flipkart, prepared in-depth analysis of ad campaigns brand-wise GRANT THORNTON (GT) ADVISORY LTD. GURGAON

Associate, Global Research Centre JUNE 2019 – JUNE 2020

Provided support on global proposals to pitch to new and current clients by researching on GT global experience

Received positive feedback for engaging with 140+ global GT teams and providing key research inputs to close sales

Maintained and updated global marketing material & database of 15,000+ GT global client credential

Independently managed core processes like global credential requests, feedback survey rollouts & prepared marketing statistics of Fortune 500 companies; Ad-hoc project on Employee Engagement data YES BANK DELHI

Business Development Intern MAY 2021 – JUNE 2021

Successfully converted 20+ client leads for follow-up meetings by engaging with 250+ MNC business leaders, understanding their business needs and pitching suitable corporate banking products to them

Created CRM database of 150+ Asian MNCs by researching investment pattern of 1200+ MNCs in India

Conducted corporate banking services survey to collect client feedback & perform competitor analysis AMERICAN EXPRESS INDIA PVT. LTD. GURGAON

Business Analyst Intern, Global Corporate Payments department MAY 2017 – JULY 2017

Analyzed Salesforce data of 16,000+ complaints and provided actionable recommendations by identifying high incidence & potentially solvable cases; reducing annual customer complaints by 10%

Received 4.4/5 rating from mentor and certificate of outstanding work from V.P., Global Services EDUCATION

INDIAN INSTITUTE OF MANAGEMENT (IIM), SHILLONG 2020-2022 MBA GPA 3.27/4

SHAHEED BHAGAT SINGH COLLEGE, UNIVERSITY OF DELHI 2016-2019 BA Hons. Economics GPA 7.27/10

AMITY INTERNATIONAL SCHOOL, NEW DELHI (CBSE) 2015-2016 Class XII 95%

POSITIONS OF RESPONSIBILITY

Office Bearer, Marketing Club IIM Shillong

Responsible for organizing the annual flagship marketing event (Godsellers) along with workshops, and live projects

In-charge of annual management fest (Khlurthma) that spots participation (5000+) from top B-Schools Vice President, Enactus Shaheed Bhagat Singh College, University of Delhi

Led 70+ members to execute 4 social entrepreneurship projects impacting lives of 10,000+ people

Led team to ENACTUS Nationals by implementing Biogas project (Rs. 2 lacs funding raised) Founder and President, Quizzing Society Shaheed Bhagat Singh College, University of Delhi

Led 30+ team members to organize National level quizzing fest (2017 and 2018) CERTIFICATIONS AND ACHIEVEMENTS

Completed National Stock Exchange Certified Capital Markets Professional (NCCMP) course

Represented India in Global Finals (top 12 teams globally) at Wharton University; Received letter of appreciation

Secured International level Black Belt in Karate; Trained intensively in Karate for 13 years

Achieved 1st place in quizzes at IIM Bangalore (National level quiz), Rajdhani college, ARSD college

Winner, Stock-A-Thon, Winner Traders Arena, and 3rd place in Monte Crypto mock stock, SBSC SKILLS AND HOBBIES

Skills: Market research Go to market strategy User experience (UX) Customer experience (CX) Product operations

Business Development Project management PowerBI Tableau SQL MS Excel MS Powerpoint Canva

Hobbies: Painting Music Karate Football

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