Summary
Work History
Overview
Education
Skills
Professional Highlights
Timeline
AccountManager

SUDIKSHA ARORA

Customer Success
Gurgaon,HR

Summary

A Key Accounts and Customer Success Leader with over 13 years of experience in managing global accounts, driving customer engagement and delivering measurable results across retail, hospitality, BFSI and QSR sectors. Proven expertise in leveraging AI/ML-based models for customer segmentation, predicting churn, retention, and optimizing incremental ROI. As an implementation and Onboarding specialist, driving complex projects from concept through execution, Drive activation, retention, reactivation. Specializing in P&L management, strategic cross functional collaboration and AI-driven insights I excel in identifying upsell and Cross sell opportunities, reducing churn an increasing renewal rate. Proficient in defining and tracking KPIs including customer health scores, NPS, CSAT product adoption metrics ensuring alignment with Business objectives.

Work History

Associate Director - Customer Success (APAC /INDIA/Africa)

Cartesian Consulting (SOLUS.ai)
02.2022 - 11.2024
  • Led the Adopt, Expand, and Renew phases of the customer lifecycle, achieving a 40% improvement in renewal rates and reducing churn through proactive engagement strategies
  • Developed and tracked customer health metrics (NPS, CSAT, adoption rates) to enhance client retention and satisfaction
  • Increased revenue by 8% through upsell and cross-sell opportunities, leveraging AI-Driven data insights to align additional solutions with client needs
  • Streamlined onboarding processes, reducing go-live timelines by 50%, and enhancing product adoption by 30%
  • Managed key accounts including Apple India, Club Mahindra Holidays, Dominos Kenya & Nigeria, Pizza Hut Sri Lanka, Subway, Bose, Belo Med
  • Acted as the primary escalation point for critical client issues, ensuring swift resolution to maintain trust

Group Account Manager - Customer Success (APAC/INDIA/GCG)

Edenred Accentiv Pvt. Ltd
10.2019 - 01.2022
  • Developed and customized customer engagement programs for clients like Global Indian International School, KIMS Hospitals, Haagen Das, L'Occitane, OYOlife
  • Managed the Adopt and Expand phases for high-value clients, customizing engagement programs that increased retention and satisfaction
  • Built and maintained customer health metrics, facilitating periodic health checks and feedback loops for continuous improvement
  • Ensured seamless implementation of loyalty programs, UAT testing, data migration, and API integrations
  • Facilitated regular training sessions to boost awareness of the program, new feature additions, adoption and engagement

Sr. Business Development Manager

Mobile Programming LLC
06.2018 - 02.2019
  • Managed client relationships with Novartis, Ericsson, and SAP
  • Client acquisition and business development by direct/indirect sales
  • Offer customized portfolio solutions to clients based on their IT Project for Staffing requirements
  • Worked with the team to develop proposals that speaks to the client's needs, concerns and objectives

Key Account Manager

Capillary Technologies India Pvt. Ltd.
05.2015 - 05.2018
  • Enhanced customer engagement and retention for key accounts, including Apple, ASICS, UCB, W, Vishal Mega mart, Yellow, Lacoste and BIBA through strategic consulting and data-driven insights
  • Spearheaded CRM and loyalty program strategies, achieving a 30% increase in product adoption and improving customer lifetime value
  • Analysed seasonal consumer trends and provide predictive insights into sales and consumer behaviour to optimize Omni channel strategies
  • Conducted product demos and promotional events to communicate benefits of the loyalty program leading enhanced registrations

Sales Manager

HCL Infosystems Ltd
07.2011 - 05.2015
  • Managed Nokia brand sales in the modern trade for various MT partners like Croma, Jumbo, Reliance
  • Designed Collaterals for in- store branding, POSM and other Visibility solutions to boost sales
  • Optimized shelf space by securing prime locations for smartphone fixtures and executing targeted promotional initiatives to enhance brand presence
  • Managed Nokia's Field Force & Modern Trade teams while implementing structured training programs to enhance product knowledge, sales effectiveness, and target achievement

Overview

13
13
years of professional experience

Education

PGDM - Marketing Management

Balaji Institute of Management and Human resource
01.2011

BCA -

GGDSD College
01.2009

Skills

  • Client relationship management
  • Revenue management
  • Brand Collaboration and Partnerships
  • Retention & Renewal
  • Churn minimization
  • Renewal optimization
  • Product adoption
  • Training
  • Upsell cross sell execution
  • Designing CRM & Loyalty Strategy
  • Campaign Management and membership programs
  • Data Driven Strategies
  • AI/ML Customer Segmentation Strategies
  • Team management
  • Omni channel engagement
  • Performance optimization
  • Cross functional coordination
  • Risk management
  • Process improvements
  • Stakeholder management

Professional Highlights

  • Implemented AI-Driven customer segmentation models, improving retention rates by 40% through strategic blueprinting and life cycle management.
  • Increased product adoption by 30% in 8 months by designing and implementing Product Training Sessions.
  • Mentored a team of 8 CSMs & product engineers, Improvised the Onboarding process, thereby reducing the Go-Live time by 50% boosting CSAT scores through structured touchpoints and milestone reviews.
  • Increased 8% revenue through Cross and Upsell strategies.
  • Delivered and tracked KPIs including NPS, and customer health scores to ensure measurable outcomes.
  • Manages 20+ Global Accounts contributing to 35% of the company's ARR and established as a trusted adviser to ensure customer's overall satisfaction with the platform.

Timeline

Associate Director - Customer Success (APAC /INDIA/Africa)

Cartesian Consulting (SOLUS.ai)
02.2022 - 11.2024

Group Account Manager - Customer Success (APAC/INDIA/GCG)

Edenred Accentiv Pvt. Ltd
10.2019 - 01.2022

Sr. Business Development Manager

Mobile Programming LLC
06.2018 - 02.2019

Key Account Manager

Capillary Technologies India Pvt. Ltd.
05.2015 - 05.2018

Sales Manager

HCL Infosystems Ltd
07.2011 - 05.2015

PGDM - Marketing Management

Balaji Institute of Management and Human resource

BCA -

GGDSD College

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