Ashok Shetty
Client Success Leader
Thane,Maharashtra
Summary
Experienced and dedicated Client Success Leader with a proven track record in the industry. Thrives in collaborative team environments, establishing strong rapport with clients through an outgoing and positive demeanor. Goal-oriented Client Success Leader adept at promoting customer loyalty and maintaining retention through proactive and hands-on strategies. Acts as the primary liaison and company representative, consistently providing customers and team members with highly positive experiences. Ready to bring 10 years of experience and take on a challenging new role. Talented and relationship-driven with solid leverages data-driven approaches to maximize business profits. Excellent communication, planning and problem-solving abilities.
Overview
22
22
years of professional experience
Work History
Client Success Leader
Sterling, Now First Advantage
Remote
07.2015 - 01.2025
- Strong leadership in guiding high-performing teams, fostering a collaborative, results-oriented environment.
- Handled a team of 17 Account managers.
- Excellent organizational and interpersonal skills, ensuring team alignment and resolution of complex challenges to consistently exceed expectations.
- Interacting with other members of Client Success leadership, Marketing, Sales, and Operations
- Conducted regular reviews of team's account performance, identifying opportunities for upselling and expansion of services.
- Drive and implement key enablement projects across the Client Success team
- Leverage strong planning, analytical, and lateral thinking skills to drive success.
- Revenue Pipeline forecasting/management
- Contract Monitoring & Management
- Implement and manage customer background screening programs to best align with customer's organizational needs and goals
- Understand each client's organizational dynamics and probe to discover model and core initiatives in a solutions sales capacity and assist client in goal achievement by leveraging Sterling's suite of products and services
- Identify and develop multi-level relationships with key decision makers and decision influencers to ensure retention and relationship stability
- Make sure regular business reviews are conducted for all accounts managed by the team, using value add propositions to mitigate client risk and enhance background screening programs
- Grow customer book of business to target vs Prior year, driven by existing revenue retention and closing new business
- Support account management team with client specific projects as needed.
- Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
- Enhanced client satisfaction by mentoring team members in managing complex accounts.
Customer Relations Advisor
H3GS
Mumbai
03.2011 - 04.2014
- Addressed customer complaints, ensuring prompt resolution and customer satisfaction.
- Escalated complex issues to the appropriate technical or product teams for resolution.
- Maintained and updated customer records in the company database.
- Delivered accurate information on new and existing products and services.
- Managed the processing of new orders, refunds, and adjustments efficiently.
- Handled sales transactions and processed payments as required.
Customer Care Officer
Convergys
Thane
12.2008 - 06.2010
Business Manager
VIVA
Mumbai
04.2008 - 12.2008
Sr Customer Service Associate
WNS Global Services Pvt. LTD
Mumbai
04.2007 - 04.2008
Customer Service Associate
EServe
Mumbai
12.2005 - 11.2006
Senior Supervisor
Samsung Electronics Ltd
Mumbai
08.2004 - 05.2005
Branch Manager
Sumaria Appliances Pvt LTD
Mumbai
11.2002 - 07.2004
Education
Bachelor of Arts -
Mumbai University
MumbaiSkills
A Leader & Motivator
Client Relationship Management
Problem Solving
Stakeholder relationships
Negotiation Skills
Customer Retention
Crisis Handling
Upselling
Adaptability
Strengths
- Problem Solving
Utilized strong problem solving skills to identify the root causes of complaints raised by the team and implement effective solutions resulting in increased client satisfaction.
- Empathy
Demonstrated empathy in understanding client concerns during escalations and providing personalized solutions, resulting in increased client loyalty and retention.
- Collaboration
Collaborated effectively with cross-functional teams to address client issues, leading to timely resolutions and improved client experience.
Additional Information
Computer literacy. Proficient in MS Word, Excel, Email and powerpoint presentations. Good communication skills. Use various tools for excellence.
Working on Salesforce, Analytics Dashboard and other CRM tools.
Timeline
Client Success Leader
Sterling, Now First Advantage
07.2015 - 01.2025
Customer Relations Advisor
H3GS
03.2011 - 04.2014
Customer Care Officer
Convergys
12.2008 - 06.2010
Business Manager
VIVA
04.2008 - 12.2008
Sr Customer Service Associate
WNS Global Services Pvt. LTD
04.2007 - 04.2008
Customer Service Associate
EServe
12.2005 - 11.2006
Senior Supervisor
Samsung Electronics Ltd
08.2004 - 05.2005
Branch Manager
Sumaria Appliances Pvt LTD
11.2002 - 07.2004
Bachelor of Arts -
Mumbai University
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