BHAVNA SINGH
Gurugram
Summary
Customer Success and Strategic Account Management leader with 15+ years of experience managing enterprise clients across Staffing, Telecom, Retail, FMCG and Corporate sectors. Expertise in customer retention, stakeholder management, service delivery, SLA governance, customer experience, executive relationship management and cross-functional leadership.
Overview
1
1
Language
1
1
Certification
17
17
years of professional experience
Work History
Senior Manager – Special Projects
Quess Corp Ltd
08.2023 - 06.2025
- Managed strategic enterprise accounts across FMCG, Retail, and Telecom to drive client satisfaction and loyalty.
- Cultivated relationships with CXOs and HR leaders to foster collaboration and align on strategic objectives.
- Led cross-functional teams to implement strategic initiatives and improve operational efficiency.
- Managed budgets and resources to optimize project delivery and cost-effectiveness.
- Managed a team of 10+ employees by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance.
- Supported account growth through consultative engagement.
- Addressed urgent client issues to maintain satisfaction and trust.
- Coordinated with internal departments to ensure projects executed on time and within budget, enhancing overall project success.
Manager – Client Success
Adecco India
01.2022 - 07.2023
- Oversaw enterprise client portfolio across multiple locations to ensure alignment with business objectives.
- Enhanced customer retention through proactive engagement strategies, fostering long-term relationships.
- Managed escalated client issues, ensuring timely resolution and support satisfaction.
- Resolved complex service escalations, ensuring client satisfaction and timely issue resolution.
- Partnered with cross-functional teams for customer success.
- Facilitated regular communication between clients and internal stakeholders for updates.
- Coordinated cross-functional teams to deliver comprehensive solutions for clients.
- Led SLA and KPI governance.
- Assisted in resolving any conflicts between customers and internal teams quickly and efficiently.
Regional Manager
TeamLease Services Ltd
05.2021 - 10.2021
- Managed regional enterprise accounts to drive customer engagement and retention.
- Led client governance and stakeholder meetings to align on strategic objectives and enhance collaboration.
- Fostered relationships with clients to enhance customer satisfaction and loyalty.
- Managed regional enterprise accounts.
- Coordinated communication between management and team members to ensure clarity and streamline decision-making.
- Coordinated communication between management and team members for clarity.
- Handled human resource concerns and established plans to handle issues consistently and efficiently.
Key Accounts Manager
Quess Corp Ltd
02.2018 - 05.2021
- Managed end-to-end strategic customer relationships.
- Drove account expansion and enhanced client satisfaction through tailored strategies.
- Conducted regular business reviews to assess performance and client needs.
- Conducted meetings with clients to discuss their objectives, challenges, and strategies.
- Conducted regular business reviews to evaluate performance and align with client needs.
- Facilitated effective communication between clients and internal teams to ensure successful project execution.
- Implemented feedback mechanisms for continuous improvement in service delivery.
- Provided training and support to junior team members on account management practices.
Regional Training Coordinator
Ikya Human Capital
06.2014 - 01.2018
- Developed and implemented regional training programs for new hires.
- Coordinated communication among stakeholders and trainers for effective training sessions.
- Managed customer-facing training programs across North India.
- Collaborated with management to identify training gaps and solutions.
- Implemented electronic learning management system to enhance tracking of training activities for employees.
- Coordinated stakeholders and trainers to streamline training processes and improve reporting.
- Communicated regularly with stakeholders regarding upcoming changes or updates in regional training initiatives.
- Researched, recommended and implemented electronic learning management system to efficiently record and track training activities by specific employees.
- Evaluated current training processes with department heads to identify areas for improvement.
Training Coordinator
Frankfinn
04.2011 - 06.2014
- Coordinated training schedules and placements to enhance student engagement.
- Developed training programs for diverse client needs and industry standards.
- Coordinated logistics for training sessions and workshops across multiple locations.
- Facilitated orientation sessions for new hires to ensure smooth onboarding process.
HR Executive
Tech Step Pvt Ltd
05.2008 - 03.2011
- Coordinated recruitment processes and streamlined onboarding to facilitate effective HR operations.
- Handled recruitment coordination, onboarding and HR operations.
- Conducted exit interviews to gather insights on employee experiences and retention issues.
- Reviewed job applications for accuracy, ensuring qualified candidates progressed to the appropriate departments.
Education
MBA - Finance & Marketing
Indian Institute of Planning & Management
DelhiB.Com -
Aligarh Muslim University
AligarhSkills
- Enterprise Customer Success
- Strategic Account Management
- Client Relationship Management
- Customer Retention
- Executive Stakeholder Management
- Customer Experience
- Escalation Management
- SLA & KPI Governance
- Quarterly Business Reviews
- Cross-functional Leadership
- Service Delivery
- Workforce Planning
- SLA compliance management
- Cross-functional team leadership
- Operational efficiency improvement
- Team performance monitoring
- Reporting management
Certification
- Certified Corporate Strategy Professional
- Train the Trainer Certified
Languages
English, Hindi
First Language
Timeline
Senior Manager – Special Projects
Quess Corp Ltd
08.2023 - 06.2025
Manager – Client Success
Adecco India
01.2022 - 07.2023
Regional Manager
TeamLease Services Ltd
05.2021 - 10.2021
Key Accounts Manager
Quess Corp Ltd
02.2018 - 05.2021
Regional Training Coordinator
Ikya Human Capital
06.2014 - 01.2018
Training Coordinator
Frankfinn
04.2011 - 06.2014
HR Executive
Tech Step Pvt Ltd
05.2008 - 03.2011
MBA - Finance & Marketing
Indian Institute of Planning & Management
B.Com -
Aligarh Muslim University