BHAWNA GOEL
Gurgaon
Summary
Dynamic Business Development Manager with a proven track record at Coding Ninjas, excelling in project governance and customer success. Expert in driving process improvements and enhancing customer satisfaction through effective cross-functional leadership. Skilled in utilizing CRM tools to boost retention metrics and deliver impactful digital transformation projects.
Overview
5
5
years of professional experience
Work History
Business Development Manager - Customer Success & Projects
Coding Ninjas
Gurgaon
10.2022 - 11.2023
- Managed multiple concurrent customer onboarding and digital transformation projects with defined scope, timelines, and deliverables.
- Collaborated closely with Program Managers, Product, Support, and Operations teams to ensure seamless execution.
- Monitored project health, risks, dependencies, and KPIs; executed mitigation plans proactively.
- Led regular internal and customer-facing meetings to maintain project momentum and alignment.
- Resolved complex technical and operational issues, tracking them to closure to ensure customer satisfaction.
- Identified process gaps and implemented best practices to improve onboarding efficiency and customer experience.
Customer Experience Manager
WhiteHat Jr.
Gurgaon
01.2022 - 07.2022
- Owned end-to-end customer lifecycle projects from onboarding to advocacy for ANZ region clients.
- Defined project plans, timelines, and success criteria to ensure smooth delivery and high conversion.
- Conducted customer-facing meetings, success reviews, and escalation management.
- Documented feedback and lessons learned to improve future project execution.
Head - CRM & Customer Projects
AWL India Pvt. Ltd.
Gurgaon
04.2021 - 12.2021
- Led CRM-driven customer projects across PAN India with governance, timelines, and delivery standards.
- Managed a team executing onboarding, engagement, and retention projects for 300+ clients concurrently.
- Identified and mitigated project risks while ensuring adherence to SLAs and best practices.
- Supported upsell and cross-sell initiatives impacting INR 10-15 Cr in monthly recurring revenue.
Relationship Manager
American Express
Delhi
02.2020 - 03.2021
- Managed customer service and integration projects supporting HR and finance processes.
- Acted as customer advocate during escalations, ensuring timely issue resolution.
- Improved NPS and retention through structured reviews and proactive issue management.
Business Advisor
Franchise India Pvt. Ltd.
Mumbai
12.2018 - 01.2020
- Delivered consulting and digital transformation projects with defined scope and deliverables.
- Conducted SWOT analysis and execution planning to drive revenue growth.
Education
MBA - Marketing
Welingkar's Institute of Management
12-2018
Bachelor of Commerce - Commerce
Delhi University
07-2015
Skills
- Project & Program Management
- Customer success and implementations
- Project governance and reporting
- Process improvement and best practices
- SaaS, HRTech solutions
- CSAT, NPS, adoption and retention metrics
- Power BI & CRM tools
- Cross-functional leadership
Certifications And Achievements
- Certified in Business Model Design – NASSCOM
- Winner - National Entrepreneurship Challenge, IIT Bombay
- GCL Live Project winner
Timeline
Business Development Manager - Customer Success & Projects
Coding Ninjas
10.2022 - 11.2023
Customer Experience Manager
WhiteHat Jr.
01.2022 - 07.2022
Head - CRM & Customer Projects
AWL India Pvt. Ltd.
04.2021 - 12.2021
Relationship Manager
American Express
02.2020 - 03.2021
Business Advisor
Franchise India Pvt. Ltd.
12.2018 - 01.2020
MBA - Marketing
Welingkar's Institute of Management
Bachelor of Commerce - Commerce
Delhi University