Neha Negi
Ghaziabad
Summary
Customer Service Professional skilled in time management and trend tracking. Achieved successful solutions through effective problem-solving and strong communication capabilities. Focused on cultivating positive relationships and consistently exceeding goals.
Overview
8
8
years of professional experience
Work History
Customer Success Manager
Parity Technology Solutions
Remote, India
10.2024 - 04.2026
- Streamlined the customer onboarding process for India IT team to accelerate product adoption, and increased retention rates.
- Managed portfolio of key accounts for IHG, Marriott, and Hyatt, fostering strong relationships and ensuring high customer satisfaction.
- Onboarded North American and Indian properties by setting up accounts on Zoho, guiding through Matrix, confirming solution installation, and establishing points of contact.
- Collaborated with the sales team and the operations team to ensure seamless handoffs, resulting in smoother customer transitions.
- Streamlined omni-channel communication between customer success and technical support teams L1, L2, and L3, expediting resolution.
- Developed escalation matrix and support documents to streamline resolution of customer queries.
- Managed documentation on Zoho CRM to coordinate with international CSMs team.
- Working with the International CSMs team and attending brand meetings to uphold brand standards and service quality by presenting a report for each month.
- Working with the IHG sales team to ensure upselling and cross-selling to respective brand properties.
- Working with the technicial support team for scope of work to prepare quotation.
- Dispatch the team to send a technician on site for on-site troubleshooting.
- Payment follow-up for replacing equipment.
Customer Success Manager
The Knot Worldwide
Gurugram, Delhi NCR, India
12.2021 - 09.2024
- Increased customer retention by proactively identifying and resolving potential issues by collaborating with the Sales, Digital, and Operations teams.
- Streamlined renewal process to facilitate timely payments, enhancing interdepartmental communication and collaboration.
- Collaborated with sales teams to identify upsell and cross-sell opportunities during renewal discussions.
- Conducted regular client follow-ups to maintain satisfaction and address concerns, fostering long-term relationships.
- Managed portfolio of accounts for India's leading online wedding vendor marketplace, focusing on onboarding and training to enhance lead conversion.
Renewals Account Manager
MyOperator Pvt Ltd
New Delhi, India
08.2018 - 12.2021
- Managed service renewals for over 250 clients monthly.
- Managed outbound and inbound calls with customers to discuss renewal quotes, products, pricing, programmes, and upselling opportunities, ensuring clarity and support.
- Cultivated and strengthened client relationships across all levels of existing corporate accounts, enhancing retention and satisfaction.
- Meet quarterly objectives by retaining existing customers within a defined account base, while increasing usage levels.
- Adhere to the corporate Renewals policy and practices, and meet defined performance metrics.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions, while coordinating effectively with our respective departments.
- Facilitated the SAAS-based call management system client onboarding process by using CRM, i.e., Kissflow and Zoho, providing training and support that increased client confidence in product use for the customer base of KD Campus, Let's Shave, Barbeque Nation, and more.
- Contacted clients to confirm payment status and resolve any outstanding issues.
- Prepared payment updates for clients to ensure clarity and accuracy.
- Advocated for customers internally while collaborating with cross-functional teams, including product management, customer support, sales, and finance, to address client needs effectively.
- Presenting quotations to clients and managing them through the approval process.
- High call time with customer contacts through phone, and frequent emails each day.
Education
Post Graduate Diploma - Marketing & Finance
IILM Graduate School of Management
01-2018
Bachelors of commerce (honors) -
Delhi University
New Delhi, IN-DL01-2016
XII -
Army School (CBSE)
01-2012
X -
Army School (CBSE)
01-2010
Skills
- Time management
- Cross-functional collaboration
- Negotiation strategies
- Consumer behaviour analysis
- CRM knowledge – Zoho Desk and CRM, Pipedrive, Kissflow
- Data analysis
- Escalation management
- Customer advocacy
- Account management
- Cross-selling and upselling
- Churn Management
Accomplishments
- Best Team for the month of April 2020.
- Renewal Growth Booster from the month March to August 2020.
- Shining star for the month of October 2021.
- Best Team from November 2025 to March 2026 for scoring above than 75% guest heart score for IHG Brand.
Timeline
Customer Success Manager
Parity Technology Solutions
10.2024 - 04.2026
Customer Success Manager
The Knot Worldwide
12.2021 - 09.2024
Renewals Account Manager
MyOperator Pvt Ltd
08.2018 - 12.2021
Post Graduate Diploma - Marketing & Finance
IILM Graduate School of Management
Bachelors of commerce (honors) -
Delhi University
XII -
Army School (CBSE)
X -
Army School (CBSE)