Benaaz Billimoria
Mumbai
Summary
Dynamic Customer Success Manager with expertise in client acquisition and strategic planning. An effective leader who excels in using proven methods and cutting-edge technology to streamline operations and increase productivity. Experience stepping into roles and quickly making positive changes to drive company success. Seeking an opportunity in a challenging environment where I can deliver my best with my knowledge and functional expertise and enhance my skills to drive sustainable growth and business success.
Overview
8
8
years of professional experience
Work History
Customer Success Manager
CaaStle Technology
03.2023 - 01.2025
- Managed a portfolio of 300 clients (Branded Affiliates), overseeing onboarding and ensuring a seamless transition from sales to customer success, leading to a 98% onboarding rate.
- Collaborated with internal teams to tailor onboarding experiences based on customer needs, industry standards and business objectives. Developed a structured client journey framework, improving initial engagement.
- Proactively monitored client health and implemented strategies to address potential churn risks, improving overall retention by 25% and enabling proactive interventions.
- Tracked key performance metrics, including Net Promoter Score (NPS) and revenue growth, to assess client satisfaction and success. Created a data-driven performance dashboard, enhancing decision-making.
- Advocated for client needs by working with product and technical teams to priorities issues and feature requests, driving client value and retention. Influenced product roadmap changes that led to a 20% increase in feature adoption.
- Provided regular reports on client engagement, satisfaction, and product usage using Salesforce, Zendesk, and Gainsight for data-driven decision-making. Established automated reporting, reducing manual effort by 50%.
- Identified opportunities for upselling and cross-selling, increasing average customer spending and product adoption. Developed targeted expansion strategies, driving additional revenue.
- Utilised Salesforce, HubSpot, and Tableau to analyze customer trends, offering data-backed recommendations to improve retention and sales. Introduced predictive analytics, optimising renewal strategies.
- Developed and implemented customer success strategies to enhance the client lifecycle and drive revenue growth, contributing to an increase in NPS by 40%. Designed a high-touch engagement model, strengthening customer relationships.
Senior Operations Manager (B2B & B2C)
WhiteHat Education Technology
01.2020 - 01.2023
- Built and managed three global processes: VVIP Team, Learning Success Management, and Consent Marketing across India, the US, the UK, and ANZ, ensuring seamless operations across three shifts. Designed and launched a scalable workflow that improved efficiency by 40% across regions.
- Led the B2B Sales & Operations team, ensuring smooth execution of deliverables committed by the sales team. Developed a structured account management system that reduced churn by 20%.
- Managed a team of 126 agents and 10 Team Leads, overseeing hiring, performance reviews, coaching, career development, and work allocation.
- Handled high-end, celebrity, and VVIP clients globally, ensuring 100% customer satisfaction and contributing to a 25% increase in NPS. Launched a dedicated VVIP support model, reducing escalations by 50%.
- Oversaw daily ticket volume (150+ tickets) using Zendesk, ensuring timely responses and solutions for high-impact customer issues. Integrated AI-based ticket routing, reducing resolution time from 24 hours to 4 hours.
- Drove customer success initiatives, optimising processes to enhance customer experience, leading to a 30% increase in renewals. Developed a proactive engagement strategy, boosting customer retention.
- Implemented strategies to achieve weekly performance targets, excelling in a high-pressure, competitive environment. Introduced a real-time KPI dashboard, improving team productivity by 25%.
- Collaborated with cross-functional teams to improve workflows, customer support, and service quality. Led a CX enhancement project, driving a 15% uplift in client satisfaction.
- Developed and refined operational strategies to scale teams and improve service efficiency across global markets. Optimised resource allocation, reducing operational costs by 20%.
- Ensured compliance with service level agreements (SLAs) while maintaining top-tier performance and customer experience. Implemented automated compliance tracking, improving SLA adherence by 30%.
Venue Manager
Oravel Stays Private limited
11.2018 - 07.2019
- On daily basis interacted with 30/45 Clients face to face to check their requirements and accordingly pitch them the venues
- A detailed discussion with clients on Event details, venue options, and other logistics to understand vision and budget
- Oversaw the day-to-day operations and management of the venue, ensuring smooth workflow
- Implemented promotional activities to improve venue visibility and increase event bookings
- Handled crisis situations in a calm and competent manner, ensuring minimal disruption to planned events
Customer Relations Advisor (Sales & Retentions)
Tech Mahindra Business Services
09.2017 - 11.2018
- Delivered exceptional customer service by promptly resolving issues, leading to enhanced customer retention and loyalty
- Boosted sales through effective upselling and cross-selling of company products, services and promotional offers
- Assisted with the development and implementation of customer retention strategies, leading to lower attrition rates and higher customer lifespan value
- Identifying key customer issues and recommended relevant products/services to meet their specific requirements and resolved customer-related inquiries
- Reported weekly sales updates to stakeholders, maintaining transparency and enabling strategic decision making
Senior Associate
Radius Global Solutions
Mumbai
08.2016 - 08.2017
- Notified customers directly about potential fraudulent activities on their respective accounts, providing clear information and guidance on next steps
- Analyzed and investigated suspicious account activity to protect both the customer and the company from potential loss
- Investigated customer complaints and queries, working to deliver a satisfactory outcome in each case
- Resolved a variety of issues related to customer accounts and transactions, ultimately maintaining their satisfaction and trust in the company
- Analyzed patterns and trends in customer transactions to identify potential fraud or possible improvements to service
Education
Bachelor of Arts -
Calorx Teachers University
06-2016
High School Diploma -
Guru Nanak Khalsa College
06-2013
Skills
- Customer acquisition and retention
- Team Leadership and Training
- Data Analytics and Performance Tracking
- CRM software proficiency
- Process Implementation and Optimization
- Cross-functional collaboration
- Issue and complaint resolution
- Upselling and cross-selling
Software Tools Proficiency
- Salesforce
- Jira
- Zendesk
- Slack
- HubSpot
- Slack
- Darwinbox
Accomplishments
- Got promoted twice within 18 Months in WHITEHAT JR.
- Won Customer Champion of the Month Award in Tech Mahindra.
- Won Performer of the Month Award in Radius Global Solution.
Timeline
Customer Success Manager
CaaStle Technology
03.2023 - 01.2025
Senior Operations Manager (B2B & B2C)
WhiteHat Education Technology
01.2020 - 01.2023
Venue Manager
Oravel Stays Private limited
11.2018 - 07.2019
Customer Relations Advisor (Sales & Retentions)
Tech Mahindra Business Services
09.2017 - 11.2018
Senior Associate
Radius Global Solutions
08.2016 - 08.2017
Bachelor of Arts -
Calorx Teachers University
High School Diploma -
Guru Nanak Khalsa College
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