Neetu Deshmukh

Customer Success Manager with 5+ years of experience across customer success, key account management, and IT-enabled service delivery, specialising in account farming, revenue growth, and senior stakeholder engagement. Proven track record of driving upsell/cross-sell within existing accounts, facilitating structured business reviews and QBRs, supporting Statement of Work (SOW) creation, and leading formal project closure with client sign-off and measurable outcomes. Skilled in relationship management, escalations handling, SLA adherence, CSAT/NPS tracking, and cross-functional collaboration with delivery, pre-sales, and finance teams.

Proficient in Salesforce, HubSpot, Zendesk, Zoho, Oracle Cloud, Amdocs, and MS Office Suite.

Recruiter Intern — Client Relationship & Partner Onboarding - Recsel International - Remote, UK

(2025-03 - 2025-07)

Served as primary point of contact for international clients, managing partner onboarding workflows and maintaining ongoing relationship health across multiple accounts simultaneously.

• Conducted structured client communication and follow-up sessions across time zones, ensuring smooth onboarding journeys and high satisfaction outcomes for UK-based partners.
• Maintained accurate records of client interactions and pipeline activity, supporting account performance visibility and timely resolution of partner concerns.

Senior Executive — Customer Success & Key Account Management - VOIS (Vodafone Intelligent Solutions) - Ahmedabad, IN

(2019-07 - 2023-12)

Owned account farming for a portfolio of UK-based enterprise clients, identifying upsell and cross-sell opportunities and maintaining a healthy expansion pipeline in CRM.

• Planned and facilitated structured business reviews on weekly, monthly, and quarterly cadences, leading QBR conversations at senior stakeholder level to present value delivered and align on next-quarter priorities.
• Partnered with delivery and pre-sales teams to support Statement of Work (SOW) scoping, review commercials with clients, and track amendments to flag scope creep and commercial risk early.
• Identified and capitalised on cross-selling and upselling opportunities within existing accounts, contributing to a 20% sales uplift through consultative, value-driven engagement.
• Led formal project and engagement closure activities including client sign-off, deliverable acceptance, and end-of-engagement CSAT/NPS feedback capture, sharing insights with delivery and leadership teams.
• Maintained accurate, up-to-date account records in CRM and prepared account health reports for internal stakeholders, collaborating with operations and finance on account governance.
• Produced monthly performance newsletters and account metric reports, providing stakeholders with clear visibility into KPIs including retention rates, satisfaction scores, and account growth.
• Recognised with Rewards & Recognition — Customer Fulfilment 2021–22 (#ExperimentLearnFast); named Best Performer Dec 2019 and Top Performer across multiple months.

Chat Sales & Customer Success Associate - TTEC (MakeMyTrip) - Ahmedabad, IN

(2018-07 - 2019-07)

Managed high-volume B2B/B2C client interactions via chat and email, acting as the first point of contact for service queries, subscription issues, and compliance concerns.

• Delivered tailored, consultative solutions aligned to individual client needs, achieving a 30% rise in client satisfaction and a 50% positive feedback rate.
• Identified cross-sell opportunities during client interactions by understanding individual travel and service requirements, recommending relevant add-ons and upgrades to increase account value.
• Guided clients through complex multi-step workflows, translating intricate processes into clear, actionable guidance — reinforcing strong negotiation, communication, and interpersonal skills.

MSc - International Business (MBA Equivalent) - SKEMA Business School, Paris, FR (2025-07)

Bachelor of Business Administration - Shri Shankaracharya Mahavidyalaya, Bhilai, IN (2018-06)