Nehaa Sharma
Regional Head - Customer Success
Delhi/ NCR
Summary
Performance-oriented Customer Success Leader with 11+ years of experience, adept at driving customer success initiatives, fostering team leadership, and enhancing revenue growth. Proven track record in building strong client relationships, identifying market opportunities, and leading high-performance teams.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Regional Head - Customer Success
Netcore Cloud
4 2021 - Current
- Team Leadership: Led a team of 10 Customer Success professionals, fostering a collaborative culture and enhancing team performance through regular reviews and targeted feedback.
- Customer Retention and Expansion: Developed strategies that maximized Net Revenue Retention, achieving a target of INR 30 Cr.
- Relationship Management: Strengthened key customer relationships, serving as the primary contact for escalated issues, ensuring their timely resolution.
- Data Analysis and Reporting: Utilize data analytics to assess customer health and identify trends. Generate regular reports on customer satisfaction and revenue metrics.
- Training and Development: Provide ongoing training to the team on product knowledge, customer success best practices, and industry trends.
- Collaboration with Cross functional teams: Collaborate with the Sales team to align customer success initiatives with sales objectives. Provide feedback to the Product team based on customer insights to drive product enhancements.
- Customer Advocacy: Cultivate customer advocacy by identifying satisfied customers willing to participate in case studies, testimonials, or referrals.
Client Success Manager
FirstHive
10.2020 - 03.2021
- Account Management Lifecycle: Own and manage the end-to-end Account Management lifecycle for brands, ensuring a seamless and positive customer experience.
- Client Onboarding: Drive and optimize the onboarding process for clients to deliver quick time to value.
- Understanding Customer Needs
- Product Usage and Integration
- Client Champions Development
- Advocacy and Feedback
- Review and Business Cadence
- Ideation and Activation Programs
Client Relationship Manager -Sales
dnata International - Emirates Group
10.2017 - 09.2020
- Client Relationship Management: Managed key accounts including United Nations Bodies and British High Commission, enhancing service delivery through strategic supplier relationships.
- Prestigious Accounts Management: Oversaw high-profile client relationships, ensuring alignment with strategic business goals and client satisfaction..
- Business Planning and Implementation: Develop and implement business plans, defining key deliverables and measuring results.
- Strategic Business Review: Plan and conduct annual strategic business reviews with clients to ensure alignment with their objectives and satisfaction with services.
- Travel Technology Deployment: Drive the implementation and deployment of online booking tools, such as KDS, Zillious, Concur.
- Customized Solutions
- Financial Planning and Profitability
- Global Reporting Requirements
- Service Delivery Strategy
Major Account Manager - Sales
Monsterindia.com
04.2016 - 10.2017
- Enterprise Customer Management: Manage an elite list of 30 enterprise customers, ensuring their needs and expectations are met through exceptional account management.
- Named Accounts Management: Oversee relationships with named accounts, including Samsung, CGI, Biocon, Microland, and ABB, maintaining a high level of customer satisfaction.
- Revenue Contribution: Contribute significantly to new revenue generation, securing new business opportunities and expanding the overall revenue base by 40 L.
- Retention and Growth
- Competitive Threat Analysis
- Consultative Selling
- Strategic Account Planning
- Market Intelligence
- Customer Relationship Building:
Business Development Assistant Manager
Netcore Cloud
03.2014 - 04.2015
- Enterprise Account Management: Managing top 20 accounts of South India & new client acquisition with business revenue generation of INR 140 Cr.
- Named Accounts: Myntra, Ola Cabs, eMudhra, Via.com etc.
- Growth & Cross-sell: Identified opportunities for growth within account and collaborated with support teams to reach sales goal.
Sales - Assistant Manager
InfoEdge Group (99acres.com)
04.2013 - 03.2023
- Business Development: Sell online Property solutions to clients- Real Estate Developers and Consultants by assessing their business requirements and tailor pitch the solutions.
- Business Renewal: Achieve sales targets by growing business from existing clients through renewal, upselling and cross-selling.
- Lead Generation & Engagement: Developing a database of qualified leads through referrals, telephone canvassing, cold calling and establishing relationships.
- Closure & Collection
Education
MBA - Sales and Marketing
ICFAI Business School
07.2011 - 2013.05
Bachelor of Science - Pharmaceutical Sciences
KIET School Of Pharmacy, GBT University
08.2007 - 2011.05
Skills
- Team Leadership
- Relationship Management
- Revenue Growth
- Strategic Planning
- Conflict Resolution
- Account Management
- Business Development
- Innovation and Creativity
- Meetings and presentations
- Strategic Marketing
- Analytical Thinking
- Adaptability and Flexibility
- Team Collaboration
Certification
Management Development Programe, MDI, Gurgaon
Timeline
Management Development Programe, MDI, Gurgaon
01-2023
Client Success Manager
FirstHive
10.2020 - 03.2021
Client Relationship Manager -Sales
dnata International - Emirates Group
10.2017 - 09.2020
Major Account Manager - Sales
Monsterindia.com
04.2016 - 10.2017
Business Development Assistant Manager
Netcore Cloud
03.2014 - 04.2015
Sales - Assistant Manager
InfoEdge Group (99acres.com)
04.2013 - 03.2023
MBA - Sales and Marketing
ICFAI Business School
07.2011 - 2013.05
Bachelor of Science - Pharmaceutical Sciences
KIET School Of Pharmacy, GBT University
08.2007 - 2011.05
Regional Head - Customer Success
Netcore Cloud
4 2021 - Current
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