Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Manoj Shah

Manager IT Sales
Gurugram

Summary

Customer Success professional with a strong track record of exceeding targets and improving customer retention. Experienced in developing strategic sales plans, building long-term client relationships, and delivering high-quality customer experience. Skilled in identifying growth opportunities, negotiating contracts, and driving revenue through effective cross-selling and up-selling. Recognized for effective communication, analytical problem-solving, and seamless collaboration across teams. Dedicated to adding value throughout every phase of the customer journey.

Overview

11
11
years of professional experience
2020
2020
years of post-secondary education
1
1
Certification
2
2
Languages

Work History

Manager IT Sales (SaaS)

Satin Technologies Limited
07.2024 - Current
  • Spearhead client retention, upselling, and cross-selling strategies across the HRMS product suite, contributing to account growth and increased customer lifetime value.
  • Identify expansion opportunities within existing accounts by deepening client relationships, analysing usage trends, and aligning solutions with evolving business needs.
  • Serve as a strategic advisor to client’s post-implementation, ensuring high levels of satisfaction, engagement, and long-term success.
  • Lead end-to-end client onboarding and implementation processes—coordinating with product, tech, and operations teams to ensure smooth and timely deployment of HRMS modules.
  • Deliver tailored product demos and training sessions to client stakeholders, focusing on real-world use cases and ROI-driven outcomes.
  • Actively collaborate with the product team to gather, document, and prioritize client requirements, contributing to the roadmap through detailed PRDs and user feedback loops.
  • Own the customer journey lifecycle from onboarding through ongoing success, providing proactive support, issue resolution, and strategic guidance to optimize adoption.
  • Bridge cross-functional collaboration between Sales, Support, and Product teams to ensure a seamless and cohesive customer experience.
  • Monitor key success metrics (renewals, satisfaction, adoption rates) and share insights with internal teams to inform product enhancements and customer engagement strategies.

Client Success Analyst

Rayden Interactive
06.2023 - 02.2024
  • Served as the main point of contact for 20 key accounts, ensuring their ongoing satisfaction and success with company products.
  • Developed and implemented customer success strategies that increased customer retention by 20% over 6 months.
  • Collaborated with sales, marketing, and product teams to address customer needs and improve product offerings.
  • Conducted regular check-ins, QBRs (Quarterly Business Reviews), and provided actionable insights to drive customer value.
  • Drove adoption of specific products and features, ensuring maximum business benefits for clients.
  • Demonstrating products and implementing solutions. Mastered technical product functionality to provide consulting on workflows and develop client solutions.
  • Partnered with client decision-makers and key business leaders to present Business Reviews.
  • Proactively addressed client risks based on product usage trends and key performance indicators.
  • Utilized CRM platform (Salesforce) to document playbook tasks and upsell opportunities.
  • Collaborated with Market Development, Support, Product Management, Client Services, and Sales teams to address customer issues.
  • Acted as a client advocate, capturing client feedback and prioritizing requests for the Product Management team.

Relationship manager / Sr. Counsellor

Univo Education Pvt. Ltd.
02.2020 - 10.2022
  • Consistently surpassed monthly and quarterly revenue targets, achieving an average of 90% above quota through relationship-driven sales strategies.
  • Built and nurtured strong relationships with prospective and existing clients by understanding their learning needs and aligning them with tailored EdTech solutions.
  • Conducted personalized product demonstrations and consultative presentations to key decision-makers, effectively communicating the value of online learning programs.
  • Maintained a healthy and qualified sales pipeline by proactively engaging clients through cold calls, emails, and professional networking.
  • Leveraged CRM tools to manage customer portfolios, track interactions, monitor follow-ups, and provide detailed sales reports to leadership.
  • Partnered with the marketing team to create and execute targeted lead generation campaigns, enhancing brand reach and customer engagement.
  • Delivered exceptional post-sale support, ensuring smooth onboarding, client satisfaction, and increased renewal rates.
  • Actively gathered and analyzed customer feedback to identify service improvement areas and support product innovation.
  • Focused on long-term client engagement by positioning the company as a strategic partner, not just a solution provider.

Senior Process Associate

Tata Consultancy Services
03.2018 - 12.2019
  • Delivered high-quality remote support to field technicians across Australia, managing 100+ technical interactions per week via calls and chats.
  • Specialized in FTTx technologies, supporting the seamless installation, configuration, and activation of fibre services.
  • Resolved 90%+ of service order fallouts by conducting in-depth logical troubleshooting and real-time incident management.
  • Handled and monitored daily service orders (average 70–80/day) ensuring accurate provisioning and timely updates to downstream systems.
  • Generated detailed logical traces to diagnose provisioning issues, enabling faster resolution and continuous service improvement.
  • Contributed to a 15% reduction in repeat technician visits by resolving faults proactively during first-call resolution.
  • Maintained an average First Contact Resolution (FCR) rate of 92% and a CSAT score of 4.7/5 over a 12-month period.
  • Ensured compliance with NBN's SLA standards, consistently closing high-priority incidents within defined timelines (98% SLA adherence).
  • Collaborated with cross-functional teams including provisioning, network operations, and escalation units to ensure end-to-end issue resolution.

Customer Relationship officer

Hinduja Global Solutions
09.2015 - 03.2018
  • Built and maintained strong relationships with key clients, ensuring high levels of satisfaction and long-term engagement.
  • Served as the primary point of contact for clients, addressing queries, resolving issues, and ensuring a smooth service experience.
  • Collaborated with internal teams, including contact center operations and quality assurance, to improve service delivery standards.
  • Managed and tracked service requests (SRs), ensuring timely updates and resolution within established SLAs.
  • Actively monitored client feedback to identify service gaps and support continuous improvement initiatives.
  • Facilitated regular communication with clients to understand evolving needs and ensure alignment with service capabilities.
  • Supported efforts to enhance customer loyalty and retention by delivering personalized support and building trust-based partnerships.
  • Maintained accurate records of client interactions and coordinated follow-ups to ensure service consistency.
  • Contributed to internal discussions around improving customer engagement strategies and operational workflows.

Customer Support Officer

Mphasis Ltd.
12.2014 - 08.2015
  • Provided frontline customer support, handling a high volume of inquiries via phone and email.
  • Consistently meeting or exceeding service level agreements.
  • Resolved complex customer issues promptly, maintaining a customer satisfaction rating of 95%.
  • Collaborated with the technical team to troubleshoot network related problems, ensuring timely resolution and minimal service disruptions.
  • Collaborated with internal teams to resolve complex issues promptly, escalating when necessary and ensuring effective follow-up to guarantee customer satisfaction.
  • Maintain detailed records of customer interactions and inquiries using CRM software, contributing to the improvement of knowledge databases and FAQs.
  • Conduct training sessions for new team members, focusing on best practices, product knowledge, and customer service techniques to ensure consistency in service delivery.

Education

Post Graduate Diploma - Business Administration

Symbiosis Centre of Distance Learning

Bachelor of Arts - undefined

Hemwati Nandan Bahuguna Garhwal University

Skills

  • Customer Relationship Management
  • Communication & Interpersonal Skills
  • Strategic Thinking & Planning
  • Onboarding & Training
  • Cross-functional Collaboration
  • Analytical & Problem-Solving Abilities
  • Customer Retention & Growth

Certification

Generative AI for Customer success Managers

Timeline

Manager IT Sales (SaaS)

Satin Technologies Limited
07.2024 - Current

Client Success Analyst

Rayden Interactive
06.2023 - 02.2024

Relationship manager / Sr. Counsellor

Univo Education Pvt. Ltd.
02.2020 - 10.2022

Senior Process Associate

Tata Consultancy Services
03.2018 - 12.2019

Customer Relationship officer

Hinduja Global Solutions
09.2015 - 03.2018

Customer Support Officer

Mphasis Ltd.
12.2014 - 08.2015

Bachelor of Arts - undefined

Hemwati Nandan Bahuguna Garhwal University

Post Graduate Diploma - Business Administration

Symbiosis Centre of Distance Learning

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Manoj ShahManager IT Sales