Dhruv Bawari
Customer Success Management
Noida,Uttar Pradesh
Summary
A smart, committed and self-motivated individual with 10+ years of experience in Hospitality & SaaS.
Highly skilled in developing and maintaining quality relationships along with creating new business clients. Being adaptive, practical and result oriented, aim to deliver value for customers, external & internal stakeholders. Have maintained a proven track record of developing new business opportunities and motivating a team to consistently exceed targets. Excellent communicator with a consultative approach.
Combined multi-disciplinary experience across Customer Relationship Management, Key Account Management, Business Development, Innovation, Market Research and Business Strategy with hands on approach to nurturing an organization with limited resources. Significantly enhance organizational reach and market share through strategies and excellent client relationship management.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
Work History
Senior Manager - Customer Success
RateGain Travel Technologies/ DHISCO
Noida
04.2021 - Current
- Successfully leading important project engagements for multiple clients in India, South East Asia region and secured client base of US$ 1 Mn+ on annual basis.
- Have been managing largest enterprise account while exceeding more than 200% growth annually in all geographies across the globe.
- Acting as single point of contact for Enterprise clients and ensuring highest levels of engagement.
- Building and managing relationships with partners in ecosystem.
- Understanding customer sentiments by communicating with them, analyzing customer health metrics and gathering general/ product feedback.
- Identifying and executing opportunities of customers acting as our company advocates (testimonials & case studies).
- Conducting Quarterly Business Reviews and planning/ organizing Client Engagement events.
- Acting as internal voice of our customers by ensuring timely resolution of escalations, prioritizing development/ enhancement requirements.
- Serving as primary point of contact for onboarding of new customers, training of platforms for end users and ensuring post go-live support.
- Collaborate closely with Sales to support pilot projects, renewals and expansion opportunities.
- Keeping vigil on product usage and making user to completely benefit from all key features.
- Counseling clients to use tools as per their revenue strategies.
- Internal and external follow ups for timely monetizations.
Manager - Customer Success
RateGain Travel Technolgies
04.2019 - 03.2021
Co Founder (Entrepreneurial Experience)
FARFARAWAY
New Delhi
11.2017 - 03.2019
- Farfaraway is a venture providing local art, cultural products along with local souvenirs to travelers.
- Established venture right from inception.
- Product identification and conceptualization.
- Identified key sales markets and performed sales.
- Partnered with Retailers, Vendors.
- Negotiated overall sales contracts with partners.
- Identified and created of supply chain.
- Launched and managed online sales operations on e-commerce platforms and brand website.
- Launched and increased social media presence.
Associate Manager - Implementation (CS)
RateGain Travel Technologies
Noida
09.2016 - 10.2017
- As part of implementation team, performed responsibilities to implement the tools for clients and acted as first point of contact after sales closure.
- Closely worked with hotel clients and various channels for successful integrations.
- Developed and executed implementation plans for key customers.
- Working on contracts and agreements with post sales processes.
- Awards & Achievements: Received the ‘Star Excellence Award - Extra Mile’ for quarter III 2016 in recognition of the unconditional support and going the extra mile in making valuable contributions towards the organization’s success.
Senior Executive - Sales
RateGain Travel Technologies
Noida
08.2015 - 10.2017
- Managed sales of market intelligence tools for independent hotels in North America.
- Organised various events in the market and drove attendance.
- Helped clients to adapt with RateGain’s SaaS solutions.
- Increased Strategic partnerships in business ecosystem.
- Studied various market conditions (market supply, feeder markets, market compression, competition, history, future events & current market positioning) in order to provide most appropriate consultation to clients.
Front Office Lead
Oberoi Hotels & Resorts
New Delhi
02.2011 - 08.2015
- Identified & maximized opportunities while minimizing risks & simultaneously worked on strategies to gain market share along with Revenue Manager.
- Assisted the Revenue Manager to create the weekly, monthly & year end forecasts to include the seasonal fluctuations within each segment & constantly monitored the progress & taking corrective measures.
- Monitored competitor strategies & data; maintained understanding of the dynamics of the local market & demand generators.
- Was responsible for contributing to hotel's revenue by upselling.
- Developed & managed exemplary customer relations.
Palace Service Associate
Taj Hotels, Resorts And Palaces
02.2010 - 09.2010
Education
High School -
Army Public School
Ranikhet (Uttarakhand) 04.2002 - 03.2003
Intermediate -
Army Public School
Ranikhet (Uttarakhand) 04.2004 - 03.2005
Diploma - Business Management Studies
University of Mumbai
Mumbai 04.2005 - 05.2006
Bachelor of Science - Hospitality Administration And Management
Institute of Hotel Management (NCHMCT)
Bhopal 05.2006 - 04.2009
Skills
Key Account Management
Strategic Partnerships & Alliances
Customer Relationship Management
New Business Development
Revenue Management
Sales Generation
Leading & Mentoring Teams
Business Intelligence & Analytics
Accomplishments
- Awarded 'Leading by Example'
- Received ‘Top Performing Team of Quarter’ award as a team for delivering exceptional performance to one
of the largest Enterprise Customers of the organization. - Received the ‘Star Excellence Award - Extra Mile’ in recognition of the unconditional support and going the extra mile in making valuable contributions towards the organization’s success.
- Received recognition for ‘Excellence at work place’ twice.
- Was presented ‘Employee of Quarter’ for outstanding performance in contributing to company's revenue by up-selling.
Certifications
- Tableau
- Customer Success Management Fundamentals
- Customer Experience Journey Mapping
Interests
Reading (Non Fiction), Playing Lawn Tennis, Badminton, Running & Hiking.
Timeline
Senior Manager - Customer Success
RateGain Travel Technologies/ DHISCO
04.2021 - Current
Manager - Customer Success
RateGain Travel Technolgies
04.2019 - 03.2021
Co Founder (Entrepreneurial Experience)
FARFARAWAY
11.2017 - 03.2019
Associate Manager - Implementation (CS)
RateGain Travel Technologies
09.2016 - 10.2017
Senior Executive - Sales
RateGain Travel Technologies
08.2015 - 10.2017
Front Office Lead
Oberoi Hotels & Resorts
02.2011 - 08.2015
Palace Service Associate
Taj Hotels, Resorts And Palaces
02.2010 - 09.2010
Bachelor of Science - Hospitality Administration And Management
Institute of Hotel Management (NCHMCT)
05.2006 - 04.2009
Diploma - Business Management Studies
University of Mumbai
04.2005 - 05.2006
Intermediate -
Army Public School
04.2004 - 03.2005
High School -
Army Public School
04.2002 - 03.2003