Nisha Kumari
Jamshedpur
Summary
Results driven Customer Success and Account Management professional with 9+ years of experience scaling enterprise SaaS business across global markets, including India, the US, UAE, Canada, and LATAM. Specialized in Microsoft 365 and Modern Workplace solutions, with a proven track record of achieving 95%+ customer retention and driving revenue growth through strategic upsell and cross-sell initiatives.
Expertise in managing enterprise accounts, optimizing cloud adoption, and delivering measurable business outcomes. Adept at leading customer lifecycle management, mitigating risks, and identifying growth opportunities. Strong collaborator with sales, technical, and partner ecosystems to consistently exceed customer expectations and business objectives.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Sr. Customer Success Associate
Rackspace Technology
Remote
03.2023 - 04.2026
- Facilitated communication as primary contact for 15 assigned enterprise customers and managed accounts in pooled model.
- Assisted cross-functional teams, including sales, technical support, and operations, to implement customer-specific solutions.
- Tracked customer health scores, usage metrics, and engagement patterns to support upsell and cross-sell opportunities.
- Participated in regular monthly and quarterly business reviews to promote customer satisfaction and service improvements.
- Key Achievements - Played a key role in identifying revenue leakage and saving approximately $1 million for the company, successfully contributed to improving customer retention rates through proactive engagement, and solution-driven support.
Sr. Customer Success Associate
Navishaa Outsourcing Services Pvt Ltd.
Remote, UAE
07.2022 - 03.2023
- Assisted in identifying collaboration security and productivity gaps through needs assessments.
- Supported alignment of tailored solutions including Microsoft 365 Services and advanced security offerings such as EDR/XDR.
- Helped track and manage sales opportunities in Microsoft Dynamics 365, ensuring accurate pipeline visibility and timely follow-ups.
Sr. Key Account Manager
Infiflex Technologies Pvt Ltd.
Kolkata
03.2019 - 07.2022
- Addressed client queries on Microsoft 365 and Modern Workplace solutions, providing consultative guidance to support decision-making and adoption.
- Travelled for face-to-face client meetings and collaborated closely with Microsoft sales representatives, distributors, and partners to acquire large enterprise accounts in East India.
- Led project delivery, escalations, and customer retention across India.
- Contributed to the organisation’s growth from an SMB partner to a direct partner for Microsoft 365 by driving enterprise deals, strengthening partner relationships, and expanding the customer base.
- Led the Microsoft 365 Business, training and managing the demand generation (DM) team to drive consistent, high-quality lead generation.
- Conducted product demonstrations, developed proposals, and Statements of Work (SOWs), and oversaw end-to-end migration processes to ensure smooth deployment.
Jr. Technical Sales Engineer
Micro System Foundations
Kolkata
11.2015 - 06.2018
- Assisted in preparing cost estimations and tender documentation for turnkey projects.
- Supported communication among project stakeholders to ensure project clarity.
- Aided in negotiating contracts and aligning client requirements with GE IP modules Advantech IPCs.
Education
B. Tech - Electrical Engineering
MIT Bishnupur
01.2015
12th -
Kendriya Vidyalaya Adra
10th -
Kendriya Vidyalaya Adra
Skills
- Cloud Platforms (Azure, M365, Dynamics 365)
- Data Security & Compliance (DLP, Zero Trust)
- Account & Customer Success Management
- Churn Management
- Problem-Solving & Client Retention
- Communication
- Teamwork
- Relationship Building
Certification
- Microsoft Certified: Security, Compliance & Identity (SC-900)
- Azure Fundamentals (AZ-900)
- Power Platform Fundamentals (PL-900)
- Dynamics 365 Fundamentals CRM (MB-910)
- AI Ready – Rackspace Technology
Languages
English
Advanced
C1
Hindi
Advanced
C1
Bengali
Intermediate
B1
Websites, Portfolios and Profiles
linkedin.com/in/nisha-kumari-9b2116103
Timeline
Sr. Customer Success Associate
Rackspace Technology
03.2023 - 04.2026
Sr. Customer Success Associate
Navishaa Outsourcing Services Pvt Ltd.
07.2022 - 03.2023
Sr. Key Account Manager
Infiflex Technologies Pvt Ltd.
03.2019 - 07.2022
Jr. Technical Sales Engineer
Micro System Foundations
11.2015 - 06.2018
B. Tech - Electrical Engineering
MIT Bishnupur
12th -
Kendriya Vidyalaya Adra
10th -
Kendriya Vidyalaya Adra