Customer Success Manager at ShipBob India (2023-04 – 2023-09)
- Managed retention and growth of 90+ large and mid-sized accounts; improved customer retention from 80% to 93% in 6 months through proactive engagement.
- Drove Net ARR expansion by identifying upsell and cross-sell opportunities; achieved 95% renewal rate and increased NPS from 35 to 50.
- Acted as trusted advisor to customers — diagnosing business pain points, proposing tailored solutions, and ensuring successful product adoption.
- Conducted Quarterly Business Reviews (QBRs) and mentored new hires, tracking performance against KPIs.
Account Manager at Dell Technologies (2021-04 – 2022-09)
- Managed 150+ mid-market and enterprise accounts; built multi-stakeholder connect strategies spanning IT, Procurement, and C-Suite to expand solution footprint.
- Drove expansion through upselling and cross-selling Servers, Storage, Cloud-enablement, and Security; developed 20+ strategic customer champions.
- Delivered $1.2M in large deals and $1.5M in recurring revenue through value-based selling and disciplined pipeline management — consistently exceeding revenue targets.
- Co-sold with 40+ channel partners and solution alliances, owning full account management lifecycle including strategic planning, negotiation, and renewal.
Vice President (Growth) at Walkover Web Solutions (2019-10 – 2021-04)
- Led SaaS account growth and partner co-sell; added 80 new global accounts in one quarter through outbound prospecting, demos, and RFP-led negotiations.
- Managed cross-functional teams to drive product enhancements; redesigned onboarding workflows, reducing new customer onboarding time by 20%.
- Developed 15 strategic alliances and partnerships; identified high-propensity segments and executed targeted outreach campaigns to maximise pipeline conversion.
Consultant at Wipro Technologies (2016-06 – 2019-09)
- Led client consulting engagements with Fortune 500 banks to define business requirements, KPI frameworks, and data strategy for payments and trade processing solutions.
- Oversaw cross-functional initiatives: data mapping, impact assessments, and UAT support — ensuring agile delivery and regulatory compliance.
- Drove solution adoption and cross-sell through white papers, workshops, and product demos; upskilled 30+ analysts on Banking and Financial Services products.
