Parul Chopra

Customer Success Mentor | Customer Success Leader

Professional Overview

Parul Chopra is a seasoned customer success professional with over a decade of experience driving exceptional customer experiences and business growth. As a Mentor at Women in Customer Success and the Head of Customer Success at AVATOUR, she leverages her deep expertise in account management, customer engagement, and cross-functional collaboration to enable the success of her clients and teams.

Experience Summary

Current Roles

Mentor - Customer Success, Women in Customer Success (2023-03-01 to Present)

• Provides guidance and mentorship to aspiring customer success professionals, sharing industry insights and best practices

• Collaborates with the Women in Customer Success team to develop educational content and programming to support the community

Head of Customer Success, AVATOUR (2021-08-01 to Present)

• Leads the customer success function, ensuring exceptional service and support for AVATOUR's growing client base

• Develops and implements strategic initiatives to drive customer retention, expansion, and advocacy

• Fosters a customer-centric culture and collaborates with cross-functional teams to deliver optimal solutions

Member, Future of SaaS (2021-09-01 to Present)

• Actively participates in discussions and events focused on the evolution of the SaaS industry and customer success best practices

Career Progression

Account Manager, Sagetap (2021-03-01 to 2021-03-01)

• Managed a portfolio of key accounts, driving customer satisfaction and revenue growth

Account Manager, PPO Profits (2019-09-01 to 2021-02-01)

• Optimized customer onboarding and implementation processes to improve time-to-value

• Implemented proactive customer engagement strategies to enhance retention and upsell opportunities

General Manager, Refarmed Chemicals (Acquired by DKSH HOLDING AG) (2013-07-01 to 2019-03-01)

• Spearheaded the company's expansion into new markets, leading to a successful acquisition by DKSH HOLDING AG

• Fostered a customer-centric culture and implemented data-driven strategies to improve operational efficiency

Academic Background

• Bachelor of Business Administration, ICFAI Business School (2008-01-01 to 2010-01-01)

Areas of Expertise

• Customer Success Management

• Account Management and Retention

• Customer Onboarding and Implementation

• Cross-Functional Collaboration

• Data-Driven Decision Making

• Strategic Planning and Execution

Professional Impact

• Recognized as a thought leader in the customer success community, regularly contributing to industry events and publications

• Played a pivotal role in the successful acquisition of Refarmed Chemicals by DKSH HOLDING AG, driving business growth and expansion

• Implemented data-driven strategies to improve customer satisfaction, retention, and revenue growth for her clients

Conclusion

With her extensive experience in customer success, Parul Chopra is a valuable asset to both her clients and the broader customer success community. As a Mentor at Women in Customer Success and the Head of Customer Success at AVATOUR, she continues to make a significant impact by sharing her expertise, driving innovation, and enabling the success of her teams and customers.