Ali Shams Zaidi
Ghaziabad
Summary
Customer Success and Partner Management Professional with over 6 years of experience in driving customer engagement, retention, and growth across global enterprises and startups. Currently serving as a Senior Safety Specialist at Airbnb, Gurgaon, specializing in customer onboarding, product adoption, and relationship management. Proven track record of acting as a trusted advisor to clients, delivering best practices, and ensuring seamless communication across multiple channels. Adept at managing high-volume workloads while maintaining exceptional service standards and aligning customer success initiatives with organizational goals. Skilled in stakeholder management, process optimization, and fostering client loyalty through strategic collaboration. Holds an MBA in Marketing and Sales from Amity Business School, with expertise in building customer-centric solutions that enhance business outcomes.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Safety Specialist
Airbnb
Gurgaon
04.2018 - Current
- Senior Customer Success Specialist with expertise in managing both B2B and B2C client relationships to achieve critical goals and key performance indicators.
- Currently responsible for customer onboarding, product adoption, growth strategies, and delivering best-in-class support experiences.
- Proactively manage accounts at risk by identifying potential challenges, and implementing effective mitigation plans to ensure client satisfaction and retention.
- I took on additional responsibilities as a full-time support, consistently achieving personal metrics while supporting the team’s performance.
- Successfully provided full-time team support, driving improvements in key metrics.
- Guided and coached multiple nesting batches, delivering training on workflows, internal policies, and processes.
- Conducted sessions, offered constructive feedback, and supported colleagues in understanding scorecards to help them meet targets efficiently.
- Collaborated with new team leaders to improve their understanding of processes and workflows, ensuring smooth on-boarding and integration with their teams.
- Investigated incidents to identify root causes, and implemented corrective actions to enhance overall operational safety.
- Developed and delivered new employee safety orientations, and created materials to support users in adopting best practices.
Sales Executive
Tybros Infratech Pvt. Ltd.
New Delhi
07.2017 - 03.2018
- Analyzed historical sales data and team performance to establish achievable, growth-oriented sales targets.
- Boosted revenue by implementing strategic sales processes, from prospecting, lead qualification, to deal closure.
- Conducted in-depth market research to identify new sales opportunities, and exceeded sales goals by capitalizing on potential leads.
- Consistently achieved and surpassed sales targets by cultivating strong customer relationships and securing new accounts.
- Developed personalized, long-term success plans tailored to clients’ business objectives, acting as a trusted advisor to drive their growth.
- Collaborated with internal teams to implement innovative customer success strategies at scale, leveraging partners, social media, applications, and events to enhance engagement.
- Managed escalations efficiently, ensuring prompt resolution of issues to maintain customer satisfaction and loyalty.
- Adjusted pricing strategies based on market trends and customer feedback, aligning offerings with client expectations, while driving profitability.
Intern
MSC Mediterranean Shipping Company
Noida
05.2016 - 07.2016
- Getting familiar with the working of MSC
- Approaching customers as a Consultant
- Finding out the perception of customers of MSC services for the Far East
- Providing suggestions to MSC on areas of improvement.
- Interacted with customers by phone, email, or in-person to provide information.
- Sorted and organized files, spreadsheets, and reports.
- Analyzed problems and worked with teams to develop solutions.
- Completed research, compiled data, updated spreadsheets, and produced timely reports.
Intern
Axis Bank
New Delhi
06.2014 - 07.2014
- To coordinate with the Marketing team.
- Acquire the information from the database to the department.
- To analyze the marketing strategies used by the company.
Education
MBA - Marketing And Sales
Amity University
Noida03-2017
BBA - General
Guru Gobind Singh Indraprastha University
Rohini03-2015
Skills
- Sales and Business Development
- Customer Success Management
- Client relationship building
- Leadership and Team Coaching
- Process Optimization
- Marketing Strategy and Planning
- Decision Making
Certification
- Learning Personal Branding
- Effective Listening
- Data Visualization: Storytelling
- Managing Project Stakeholders
- Managing team Conflict
- Project Management Foundations
- Practical Influencing Techniques
- Design Thinking: Understanding the Process
Languages
Hindi
First Language
English
Proficient (C2)
C2
Urdu
Beginner (A1)
A1
French
Beginner
A1
Timeline
Senior Safety Specialist
Airbnb
04.2018 - Current
Sales Executive
Tybros Infratech Pvt. Ltd.
07.2017 - 03.2018
Intern
MSC Mediterranean Shipping Company
05.2016 - 07.2016
Intern
Axis Bank
06.2014 - 07.2014
MBA - Marketing And Sales
Amity University
BBA - General
Guru Gobind Singh Indraprastha University
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