Sandhya Shruti

Enterprise Client Management and Customer Growth professional with 9+ years of experience managing strategic accounts, driving customer retention, account expansion, stakeholder engagement, and revenue growth initiatives across SaaS, e-commerce, and hospitality environments. Proven ability to manage enterprise customer lifecycles, strengthen executive relationships, identify upsell and expansion opportunities, support renewals, and collaborate cross-functionally to deliver scalable client solutions aligned with business objectives. Experienced in consultative account management, customer retention, QBRs, customer governance, escalation management, CRM lifecycle management, and business growth initiatives.

Skilled at partnering with Product, Operations, Engineering, and Account teams to improve customer outcomes, increase platform adoption, and support revenue expansion. Strong expertise in enterprise stakeholder management, SLA governance, operational optimization, customer engagement strategies, and data-driven decision making with a consultative and solution-oriented approach.

Manager - Customer Success Support at Advatix (2022-08 – Present)

• Manage a portfolio of enterprise SaaS accounts, driving customer retention, platform adoption, account expansion opportunities, and long-term client engagement.
• Serve as a strategic point of contact for enterprise stakeholders, aligning platform solutions with business objectives and operational requirements.
• Conduct executive business reviews (QBRs), customer governance discussions, and strategic account reviews focused on customer outcomes, renewals, and business growth opportunities.
• Partner with Account Management and Sales teams to identify upsell and cross-sell opportunities, support renewal strategies, and improve customer value realization.
• Collaborate with Product, Engineering, Operations, and Support teams to deliver scalable customer solutions and improve enterprise service delivery.
• Led implementation coordination for 20+ enterprise API integrations, improving operational scalability and customer workflow efficiency.
• Managed high-priority customer escalations and ensured timely issue resolution while maintaining strong executive stakeholder relationships.
• Utilized customer health metrics, operational insights, and performance tracking to identify business risks, improve retention, and support account growth strategies.
• Improved customer onboarding timelines by 40%, accelerating customer time-to-value and increasing platform adoption.
• Increased NPS by 20 points through proactive customer engagement, structured governance cadences, and strategic customer success planning.
• Supported account expansion initiatives through strategic stakeholder engagement and customer lifecycle optimization.

Key Account Manager at Flipkart (2020-11 – 2022-07)

• Managed large-scale business operations and strategic stakeholder coordination across customer-facing accounts in a high-volume environment.
• Strengthened stakeholder relationships through proactive communication, governance management, escalation resolution, and service delivery optimization.
• Improved operational performance by 18% through workflow optimization, execution planning, and cross-functional collaboration.
• Delivered operational insights and performance reporting to leadership teams to support business continuity, SLA adherence, and customer satisfaction.
• Led process improvement initiatives focused on service quality, operational efficiency, and account performance enhancement.

Operations Manager at OYO (2019-06 – 2020-08)

• Managed franchise partners as strategic business accounts, focusing on relationship management, account performance, operational optimization, and revenue growth initiatives.
• Achieved 25% revenue growth through consultative engagement, stakeholder collaboration, and business performance optimization.
• Identified business risks and implemented mitigation strategies to improve partner retention and operational efficiency.
• Collaborated cross-functionally with internal teams to improve partner experience, service delivery, and business outcomes.

Service Specialist & Ops Analyst at Eshopbox Ecommerce Pvt. Ltd (2018-02 – 2019-05)

Proven ability to drive optimized strategy for SaaS based products - Shopify, Adobe Commerce (formerly Magento), WooCommerce

• Tracked and oversaw 1,000+ monthly B2C orders, collaborating with courier partners to enhance delivery timelines and diminish delays.
• Addressed 200+ weekly customer queries across e-commerce platforms, accelerating resolution times and consistently elevating CSAT scores.
• Consistently elevated CSAT scores by accelerating resolution times for 200+ weekly customer queries.
• Improved delivery timelines and reduced delays for 1,000+ monthly B2C orders.

Associate at HCL Technologies (2016-02 – 2018-02)

• Initiated targeted lead generation campaigns, increasing qualified leads by 40% and expanding the sales pipeline by 25% in core markets.
• Increased qualified leads by 40% through targeted lead generation campaigns.
• Expanded the sales pipeline by 25% in core markets.

MBA in HR & IT – Swami Vivekanand Subharti University (2017-01 – 2019-01)

Bachelor's in Modern History – Sunrise University