Neha Sharma
Customer Program Marketing Manager
GURGAON
Summary
A results-oriented Customer Marketing & Advocacy Leader with over 10 years of experience orchestrating global programs within B2B SaaS and enterprise technology, including cutting-edge GenAI solutions at Google Cloud. I excel at crafting compelling AI customer success stories that resonate with executive stakeholders across diverse sectors (Tech, BFSI, Public Sector, Retail, and more), directly contributing to over $8M in influenced pipeline. My expertise lies in building thriving advocacy ecosystems, developing impactful storytelling frameworks, and implementing loyalty initiatives that fuel product adoption and cultivate trust, particularly within the realm of Artificial Intelligence. I thrive in collaborative environments, partnering seamlessly with Sales, Product, Customer Engineering, and Communications teams to translate intricate technical achievements into tangible business growth.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
2
2
Languages
Work History
Customer Programs Manager
GOOGLE CLOUD
02.2022 - 12.2024
- Elevated customer advocacy for Google Cloud's full spectrum of offerings, including GenAI, AI/ML, and cloud infrastructure, resulting in compelling and multifaceted success narratives across the Indian and APAC region.
- Pioneered AI-focused storytelling campaigns, vividly illustrating the transformative power of GenAI in areas like predictive analytics, automation, and enhanced customer experiences, while strategically showcasing the broader Google Cloud product suite.
- Achieved a remarkable 110% scale in the GCP reference program within 6 months, directly influencing over $8M in pipeline through strategic narratives highlighting both GenAI and traditional cloud solutions within key industries such as BFSI, retail, and the public sector.
- Developed and disseminated high-impact content, including impactful executive speaker placements, persuasive video testimonials, and industry-specific case studies that clearly articulated the value proposition of Google Cloud's integrated AI solutions.
- Cultivated strong partnerships with Customer Engineering, Product, Sales, and Comms teams, co-creating customer narratives that skillfully balanced technical depth with compelling business impact, directly aligning with critical go-to-market objectives.
- Built and nurtured relationships with C-suite leaders (CIOs, CTOs, CMOs), guiding them from initial cloud adoption to sophisticated AI/ML integration, fostering a deep understanding of Google Cloud's role in driving innovation and achieving strategic business outcomes.
- Drove an 80% increase in customer retention and accelerated AI adoption through the strategic implementation of targeted loyalty programs and vibrant community initiatives, ensuring sustained engagement and robust advocacy for Google Cloud's comprehensive product portfolio.
Account Manager | Customer Success Manager
MITRATECH
06.2021 - 01.2022
- Managed and nurtured enterprise-level client relationships within the legal, financial, and compliance sectors, consistently driving renewals, upselling, and cross-selling of product solutions.
- Successfully managed a portfolio of 15+ high-value clients, with a laser focus on maximizing customer retention, securing timely renewals, and identifying lucrative cross-sell/up-sell opportunities.
- Exceeded cross-sell and up-sell targets by an impressive 115%, making a significant contribution to overall company revenue growth.
- Proactively increased product adoption by developing and implementing tailored solutions designed to optimize client workflows and accelerate their digital transformation journeys.
- Significantly reduced churn by prioritizing exceptional customer service, cultivating strong client relationships, and proactively resolving potential issues.
- Spearheaded key initiatives that fostered strong customer advocacy, laying a solid foundation for long-term, mutually beneficial partnerships.
Global Client Partner
CODEPLEXUS LTD
01.2021 - 05.2021
- Drove significant business growth by effectively delivering and promoting SAP and Microsoft cloud solutions to a global clientele.
- Cultivated deep relationships with clients, acting as their primary point of contact and expertly guiding them through the product marketing journey, identifying and capitalizing on upselling and cross-selling opportunities.
- Developed and executed highly targeted marketing strategies for SAP and Microsoft cloud solutions, directly contributing to substantial business expansion and revenue generation.
- Consistently surpassed sales quotas through the effective implementation of strategic sales plans and the successful expansion of the client base.
- Led the end-to-end tendering process, meticulously evaluating opportunities and strategically directing bidding efforts to secure high-value contracts.
- Contributed to innovative revenue generation by conceptualizing and implementing novel distribution channels, driving overall business growth.
Client Partner
DEXIAN
08.2018 - 03.2020
- Managed strategic accounts across diverse sectors, including healthcare, banking, and media, ensuring the cultivation of long-term partnerships and fostering strong customer loyalty.
- Developed and executed robust sales strategies that consistently achieved quota attainment and significantly contributed to revenue growth within both the USA and APAC regions.
- Played a pivotal role in the preparation and presentation of critical documentation such as RFPs, RFIs, and MSAs for enterprise-level clients, facilitating multi-million-dollar opportunities.
- Provided effective leadership to a team of consultants, ensuring seamless alignment with client needs and driving performance that consistently exceeded customer expectations.
- Contributed to the development of impactful staffing and sales programs, enhancing the quality and efficiency of service delivery, resulting in improved customer satisfaction and increased retention rates.
Team Lead
IDC TECHNOLOGIES
08.2016 - 03.2017
- Led a high-performing team responsible for managing end-to-end recruitment processes for enterprise staffing, optimizing team performance, and consistently delivering top-tier IT talent to key clients.
- Collaborated closely with senior leadership to align recruitment strategies with evolving client needs, significantly improving the overall quality and efficiency of service delivery.
HR Specialist
ACCENTURE
02.2015 - 07.2015
- Managed internal recruitment processes and served as a key liaison between management and employees to ensure clear alignment on critical staffing needs.
- Developed and implemented impactful employee training and safety programs, demonstrably improving team engagement and overall productivity.
Education
Master of Business Administration (MBA) - Human Resources Management & Services
Jayoti Vidyapeeth Women's University
01.2011 - 01.2013
Bachelor of Commerce (BCom) - undefined
Dr. Ram Manohar Lohia Avadh University
09.2009 - 03.2011
Skills
Client engagement strategies
Certification
Customer Advocacy Leadership Award, Google Cloud, 2023
Additional Information
Available upon request
Timeline
Customer Programs Manager
GOOGLE CLOUD
02.2022 - 12.2024
Account Manager | Customer Success Manager
MITRATECH
06.2021 - 01.2022
Global Client Partner
CODEPLEXUS LTD
01.2021 - 05.2021
Client Partner
DEXIAN
08.2018 - 03.2020
Team Lead
IDC TECHNOLOGIES
08.2016 - 03.2017
HR Specialist
ACCENTURE
02.2015 - 07.2015
Master of Business Administration (MBA) - Human Resources Management & Services
Jayoti Vidyapeeth Women's University
01.2011 - 01.2013
Bachelor of Commerce (BCom) - undefined
Dr. Ram Manohar Lohia Avadh University
09.2009 - 03.2011
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