Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Affiliations
PERSONAL DETAILS
Certification
References
Timeline
Generic

Deepika Sahai

Noida

Summary

Driven Customer Success Manager with proven record in enhancing customer experience and fostering strong relationships. Skilled in leveraging CRM tools to manage accounts, forecast growth, and track customer interactions. Demonstrated ability to lead cross-functional teams toward achieving key performance objectives while maintaining high levels of customer satisfaction. Proven success in implementing strategies that improve client retention rates and promote substantial business growth.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Manager - Customer Success

Cendyn
Remote
06.2022 - 08.2024
  • Reporting to the Director and VP of Customer Success.
  • Collaborating with Sales Key Account Managers/Directors to create and execute service and Account Development Plans and provides product expertise for Cendyn's Largest, key account, and strategic customers.
  • Responsible for developing a strong and consultative relationship with the designated portfolio of Strategic & Key Accounts.
  • Provide coaching and education to improve adoption of Cendyn products. These recorded sessions are the basis for online learning paths for internal employees and customers.
  • To understand the hotel distribution landscape, to provide recommendations, and to identify opportunities to maximize clients' revenue with Cendyn products and related services.
  • Serve as an escalation point for Customer Support team, Account Management, and Client Success on product challenges.
  • Define measurable goals and objectives with clear outcomes, ensure cohesive communication across internal and customer audiences at all levels.
  • Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and effectively aligning, tracking, and evolving customer business goals.
  • Conducting EBRs and QBRs on a regular basis for the assigned portfolio.
  • Analyzed customer data to identify trends, issues, and opportunities for improvement.
  • Collaborated with cross-functional teams to develop strategies for driving customer success.
  • Assisted sales team by providing technical expertise during the sales process.
  • Implemented feedback loops from customers into product development processes.
  • Recognize any potential risk that the customer may face, work with internal teams to mitigate and record potential risks.
  • Liaise with the Implementation team to oversee key account customer implementations on products.
  • Using Salesforce, Zendesk, Churn Zero, and other CRM products to communicate and track customer interactions.
  • Fluent with the knowledge of major Property Management Systems and integration with Cendyn products (Channel Manager, CRS, CRM, Revenue Management Tool, Reputation Management Tool, and Business Analytics Tool, Guest Management Tool, Rate shopping Tool, etc.).
  • Coordinated with technical support teams to resolve customer issues in a timely manner.
  • Advocated for customer needs within the organization, driving product improvements.

Sr. Enterprise Account Manager

Hotelogix India Pvt. Ltd.
Noida
07.2016 - 06.2022
  • Developed and implemented strategies to acquire new customers and maintain existing customer relationships.
  • Own Enterprise Client Relations during the entire Life Cycle of the Client.
  • Established long-term relationships with key decision makers at client sites.
  • Collaborated effectively with cross-functional teams such as marketing, engineering, finance, operations for successful delivery of projects, products, services according to customer specifications.
  • Gathered feedback from customers on product features and performance enhancements for future releases.
  • Coordinated training sessions for end users on new product features and upgrades when needed.
  • Supported sales team members to drive growth and development.
  • Conducting regular audits of accounts (Onsite & Online) to check and maintain the health status of the assigned portfolio.
  • Visiting onsite for face-to-face interactions to ensure key relationships, implementations, onboarding, trainings, and closures.
  • Help with and coordinate with customers with respect to renewals and payments.
  • Periodic account reviews with the Global Support Head, including service issues, revenue, profitability, run rate gaps, and actionable plans.
  • Understanding customer project requirements in detail, as well as delivery requirements, and raising the tickets to the Dev Team with the use cases.

Business Manager

Business Manager Dream A Holiday (Contractual)
Dubai
10.2015 - 05.2016
  • Assess and identify new opportunities for growth in GCC markets.
  • Inform clients about new products and product features for inside sales.
  • Recruit and train new employees.
  • Constructing the Team & Channel, along with efficient functioning through a Systematic Global Account Management Process.
  • Developed marketing plans for new products or services offered by the company.
  • Conducting periodic audits and collecting positive feedback for marketing purposes.
  • Identifying up-sell and cross-sell opportunities for current customers to increase company revenue and customer use of the client.
  • Review all major deliverables to ensure quality standards and customer expectations are met.
  • Responsible for bringing in the new Hotel Collaborations for Dubai Tour Packages.

Lead Client Servicing / Product Consultant

RateGain IT Solutions Pvt. Ltd.
Noida
09.2014 - 08.2015
  • Hands-on experience in handling Price Optimization tool (RevGain), Rate shopping tool (PriceGain Hotels), Channel Manager (RezGain), and Online Reputation Management Tool (BrandGain), and working closely with the industry's managers.
  • Handling customer requests and resolving customers' technical and non-technical issues as often as possible during the first contact for assigned products.
  • Forward any issues/escalations to the next level of support for further resolution.
  • Follow up on escalation handling procedures.
  • Understand the issue's business impact and put efforts accordingly to ensure a timely response and resolution for the customer.
  • Created presentations for customers to demonstrate the features of products.
  • Analyzed customer feedback to inform product design improvements.
  • Reviewed competitor offerings to ensure competitive positioning of products.
  • Monitored customer satisfaction levels through surveys and other feedback mechanisms.
  • Provided assistance to customers, helping find needed products and introducing new offerings.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Supported sales team members to drive growth and development.
  • Mentored junior team members and managed employee relationships.

Client Relations Agent (Executive Club)

British Airways (Call BA India)
Gurgaon
01.2014 - 09.2014
  • Provided customer service to clients through phone and email communication.
  • Responsible for handling the Gold Guest List and Premium Members of British Airways.
  • Effectively handled the Gold Guest List’s contacting us from worldwide and be the voice of British Airways.
  • Handled work from selling incredible products to answering queries and changing bookings, to help Premium Members get to all kinds of places.
  • Recommending additional products and services that suit their needs and taste.
  • Possess a strong knowledge of the working tools and GDS like Amadeus & Pegasus.
  • Handled the back-end queries as well in terms of responding and managing accounts for all the Gold Guest List and Premium members to generate more revenue for the organization.
  • Effectively coordinating with the Manchester/ Newcastle and New Jersey BA mainline to give a hassle-free experience to all our prestigious Premium and Gold Card Holders.
  • Upsold additional products or services when appropriate in order to meet sales goals.
  • Prepared and delivered presentations to clients and management.

Client Relations Manager

Dream A Holiday
New Delhi
04.2009 - 12.2013
  • Plan tour itineraries, applying knowledge of travel routes and destination sites.
  • Resolve any problems with itineraries, service, or accommodations.
  • Provide clients with assistance in obtaining permits and documents, such as visas, passports, and health certificates, and in converting currency.
  • Identifying and developing new business through networking, courtesy, and follow-up calls.
  • Networking with existing customers to maintain links and promote additional products and upgrades.
  • Responding to tender documents, writing proposals, reports and supporting literature.
  • Demonstrates a true passion for customer service by proactively seeking ways to delight clients and going above and beyond
  • Assisted customers with product selection decisions based on individual needs.
  • Maintained accurate records of all client interactions in company database system.
  • Negotiated contract terms with vendors for better pricing and services.
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Developed personalized communication plans for high-value clients to enhance engagement.

Education

Higher Secondary -

Govt. Girls Sr. Sec. School
Rajouri Garden, New Delhi

Senior Secondary -

Govt. Girls Sr. Sec. School
Rajouri Garden, New Delhi

Bachelor of Commerce -

Kalinga Unversity
Raipur, India

Skills

  • Business Development
  • Product Management
  • Lead Generation
  • Project Management
  • Customer Relationship Management (CRM)
  • Sales & contracting
  • Account Management
  • Customer Advocacy
  • Business Development
  • Project Management
  • Training Delivery
  • Conducting Webinar
  • Addressing Events
  • MS Office
  • Adobe Suite
  • Salesforce
  • Churnzero
  • Retention Management

Languages

Hindi
First Language
English
Proficient (C2)
C2

Accomplishments

  • British Airways - Highest Revenue Generator (EMEA) for first quarter of 2014.
  • RateGain - Achieved “Star Trainee Award” for year 2016.
  • Hotelogix - Actively participated in Hotel Tech Drive Events.
  • Hotelogix – Won the Best Account Manager (Enterprise) for consecutive Months in Portfolio Retention & Expansion.
  • Hotelogix – Successfully conducted the PMS Training & Webinars for FIFA World Cup Qatar 2022 project.
  • Cendyn - Achieved Americas Shoutout CSM for 100% portfolio retention in 2023 and to handle the toughest clients opting for Metasearch upsell.

Affiliations

  • Active Solo Traveller & Trekker
  • Volunteer Work Activist (Events)
  • Animal Welfare Volunteer
  • Travel & Food Blogging
  • Reading Books
  • Listening to Music
  • Cooking

PERSONAL DETAILS

  • Father’s Name – Late Mr. Girish Srivastava
  • DOB – 13th February 1983
  • Current Location – Noida
  • Marital Status – Unmarried
  • Nationality – Indian

Certification

  • Pursuing PMP ® certification from Star Agile.

References

References available upon request.

Timeline

Manager - Customer Success

Cendyn
06.2022 - 08.2024

Sr. Enterprise Account Manager

Hotelogix India Pvt. Ltd.
07.2016 - 06.2022

Business Manager

Business Manager Dream A Holiday (Contractual)
10.2015 - 05.2016

Lead Client Servicing / Product Consultant

RateGain IT Solutions Pvt. Ltd.
09.2014 - 08.2015

Client Relations Agent (Executive Club)

British Airways (Call BA India)
01.2014 - 09.2014

Client Relations Manager

Dream A Holiday
04.2009 - 12.2013

Higher Secondary -

Govt. Girls Sr. Sec. School

Senior Secondary -

Govt. Girls Sr. Sec. School

Bachelor of Commerce -

Kalinga Unversity

Similar Profiles

CREATE PROFILE
Deepika Sahai