Nidhi Oberoi
Gurgaon
Summary
Strategic and results-driven Account Management and Customer Lifecycle professional with 10+ years of experience across telecommunications, SaaS, fintech, and enterprise solutions. Skilled in CRM operations, customer engagement, campaign execution, stakeholder management, and revenue growth. Proven expertise in managing enterprise portfolios, driving customer retention, supporting multi-channel engagement initiatives, and collaborating with cross-functional teams to deliver measurable business outcomes. Adept at building strong client relationships, improving customer experience, and supporting data-driven business and marketing strategies.
Overview
15
15
years of professional experience
Work History
Senior Key Account Manager
Reliance Jio Infocomm
Gurgaon
03.2025 - Current
- Managed end-to-end customer engagement and account lifecycle programs for high-value enterprise customers, driving revenue growth, retention, and customer satisfaction.
- Collaborated with cross-functional teams including sales, operations, technical, and product teams to execute customer-focused campaigns and business initiatives aligned with client requirements.
- Worked on customer segmentation, account analysis, and business opportunity mapping to identify growth opportunities, improve engagement, and maximize account penetration.
- Supported execution of customer communication initiatives across multiple touchpoints to enhance customer experience, retention, and lifecycle value.
- Managed customer onboarding, service adoption, renewals, and engagement activities to improve customer journey and long-term relationship management.
- Maintained and optimized ongoing customer engagement activities by proactively identifying service gaps, improving response management, and driving operational efficiency.
- Coordinated with internal stakeholders and external partners to ensure timely delivery of customer solutions, communication plans, and service-related initiatives.
- Analyzed customer behaviour, account performance, and revenue trends to support strategic recommendations, forecasting, and business growth initiatives.
- Led customer retention and upsell initiatives through strategic relationship management, proactive engagement, and solution-based discussions with key stakeholders.
- Supported campaign and communication effectiveness through regular tracking, reporting, customer feedback analysis, and performance monitoring.
- Worked closely with leadership teams to improve customer engagement strategies, service delivery standards, and overall customer lifecycle performance.
- Managed escalations and customer concerns proactively to maintain high service quality, improve satisfaction levels, and strengthen long-term client relationships.
Program Manager DSBA
Great Learning
Gurgaon
08.2021 - 02.2025
- Responsible for overseeing the DSBA program in collaboration with UT Austin, driving enrollment, managing team performance, and optimizing client engagement and retention strategies to meet and exceed targets.
- Directed monthly enrollment of 800–2,000 students in the DSBA program in partnership with the University of Texas at Austin, ensuring a 100% certification rate.
- Scaled a 50-member team, fostering operational excellence and maintaining high levels of team engagement.
- Launched a Spanish Language DSBA program, expanding market reach by increasing enrollment by 30%.
- Exceeded upsell targets while improving client retention by 20% through targeted engagement strategies.
- Optimized client onboarding processes, reducing ramp-up time for new clients and partners by 25%.
- Delivered over 50 executive workshops to cultivate client engagement and strengthen renewal rates.
- Implemented KPI dashboards that enhanced operational efficiency by 12%.
- Increased client retention by 20% through strategically implemented engagement initiatives and targeted upsell campaigns.
- Expanded market reach by launching the Spanish Language DSBA program leading to a 30% growth in enrollment.
- Reduced ramp-up time by 25% through optimized onboarding processes.
Client Relationship Manager & Process Auditor
BirdEye
03.2020 - 09.2020
- Oversaw CRM strategies and cultivated strong customer relationships to increase loyalty and optimize operational processes.
- Managed CRM strategy and engagement for all strategic enterprise accounts at BirdEye.
- Cultivated executive relationships with CIOs, CTOs, CEOs, and Directors to foster strategic alignment.
- Directed a 10-member team, enhancing Client Satisfaction (CSAT) by 20% and reducing client complaints by 15%.
- Standardized Standard Operating Procedures (SOPs), strengthening compliance, and promoted Salesforce CRM adoption.
- Conceptualized and implemented performance coaching programs to elevate team efficiency and effectiveness.
- Improved CSAT by 20% and reduced complaints by 15% through focused client relationship management and process optimization.
- Enhanced overall compliance by standardizing SOP and improved Salesforce adoption.
Subject Matter Expert & Lead Analyst
American Express
Gurgaon
09.2014 - 03.2020
- Served as a Subject Matter Expert (SME) and Lead Analyst, supporting global client programs and driving performance improvements for teams at American Express.
- Provided data-driven insights and strategic recommendations to executive leadership through Quarterly Business Review (QBR) presentations.
- Increased team productivity by 25% through structured coaching, performance management, and process improvement initiatives.
- Reduced new hire ramp-up time by 20% by implementing focused onboarding and training programs.
- Enhanced competency levels across key skill sets by 30% through structured professional development and capability-building initiatives.
Marketing Manager
Carphone Warehouse
London
04.2013 - 05.2014
- Oversaw full-spectrum marketing strategies to enhance brand recognition and drive sales growth for Carphone Warehouse.
- Accelerated brand visibility by 20%, increased sales by 15%, expanded social media following by 30%, and boosted website traffic by 25%.
- Launched two new products following comprehensive competitor analysis, capturing 10% of the market share.
- Established cost-effective partnerships across various marketing initiatives to optimize campaign performance.
- Increased brand visibility by 20%, and grew the social media presence of the business by 30% through marketing initiatives.
- Acquired 10% of market share with the launch of two new products through effective competitor analysis and product positioning strategies.
Assistant Marketing Manager
Summit Aviation
New Delhi
04.2011 - 05.2012
- Supported and implemented marketing strategies aimed at enhancing client experiences and driving repeat business for Summit Aviation.
- Implemented global charter solutions, enhancing client satisfaction levels to 92%.
- Increased repeat bookings through feedback-driven improvements in service delivery.
- Elevated client satisfaction to 92% through the roll-out of upgraded global charter solutions.
- Catalyzed increase in repeat bookings by integrating direct client feedback into service improvements.
Education
Post Graduation Diploma - Digital Marketing & Communications
MICA
India01.2021
Master Degree - International Business Management & Marketing
University of Bedfordshire
United Kingdom01.2014
Bachelor Degree - Business Administration
Amity University
India01.2011
Skills
- Account Management
- Revenue Growth
- Upsell Strategy
- Lifecycle Optimization
- KPI Governance
- Process Optimization
- Risk Management
- Data Analysis
- Contract Negotiation
- Strategic Partnerships
- Communication
- Leadership
- Collaboration
- Negotiation
- Adaptability
- Customer Lifecycle Management
- Strategic Account Development
- Enterprise Portfolio Growth
- Cross-Functional Team Leadership
- Revenue Operations Scaling
Accomplishments
- Awarded Excellence Award by American Express (Top 2% Global Performer - 2016) for outstanding performance in global program management and risk mitigation.
- Recognized with Stellar Performance Coach Award (2018 & 2019) for driving a 35% team productivity improvement and enabling 80% of mentees to achieve accelerated growth.
- Received Amex GSG Recipient award for contributions to innovation, client satisfaction and process excellence.
Languages
English
Hindi
Websites, Portfolios and Profiles
http://linkedin.com/in/nidhi-oberoi-68932126
Hobbies and Interests
- Music
- Cooking
Timeline
Senior Key Account Manager
Reliance Jio Infocomm
03.2025 - Current
Program Manager DSBA
Great Learning
08.2021 - 02.2025
Client Relationship Manager & Process Auditor
BirdEye
03.2020 - 09.2020
Subject Matter Expert & Lead Analyst
American Express
09.2014 - 03.2020
Marketing Manager
Carphone Warehouse
04.2013 - 05.2014
Assistant Marketing Manager
Summit Aviation
04.2011 - 05.2012
Post Graduation Diploma - Digital Marketing & Communications
MICA
Master Degree - International Business Management & Marketing
University of Bedfordshire
Bachelor Degree - Business Administration
Amity University