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Work History
Education
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Hi, I’m

Prashant Arora

Sr CSM | Retentions | Mid Market | SaaS
Delhi
Prashant Arora

Summary

PROFESSIONAL SUMMARY : A growth-oriented retention specialist with 6+ experience in helping organisation achieve moments of truth with their customers. Building & leading high-performance retention teams for the past 2 years, my core strengths have been understand the levers for influencing business growth and building scalable frameworks to retain users. My experience in working across sales, marketing, and data helps me work with cross functional teams that can drive brand and product growth. Currently, trying to make retention not-so-boring with Birdeye

Overview

6
years of professional experience
4
years of post-secondary education

Work History

Birdeye

SR Customer Success Manager| Retentions | SAAS
07.2023 - Current

Job overview

Identifying Cancellation Reasons: Understanding client motivations for canceling their subscriptions.


Demonstrating Value: Sharing ROI reports to highlight the value generated over the course of their partnership with Birdeye.


Tailored Solutions: Offering strategic products to boost account adoption and health, ultimately enhancing online reputation and driving increased business opportunities.

American Express, Gurgaon

Key Account Manager
03.2021 - 06.2023

Job overview


As a Retention Specialist at American Express, I played a pivotal role in retaining high-value cardholders, including legacy members with Amex Platinum, Amex Gold, Amex Green, and co-brand cardholders associated with brands such as Hilton, Marriott, Delta, and banking partners like Charles Schwab and Morgan Stanley.


Customer Retention: Primary responsibility was to prevent the cancellation of American Express cards by understanding the reasons behind the decision.

Root Cause Analysis: Conducted in-depth conversations with cardholders to identify the root causes of their intention to cancel their Amex cards.

Value Demonstration: Effectively communicating the value generated over the years of their Amex membership, highlighting the unique benefits and privileges associated with their cards.

Solution-Oriented Approach Offereing tailored solutions, which included rewarding loyalty incentives, alternative product recommendations, or card upgrades that better suited the cardholders' evolving needs.

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American Express, Gurgaon

Credit Collection Manager
04.2020 - 02.2021

Job overview

Investigating Past-Due Accounts: Proficiently assessing the reasons behind account delinquencies, ensuring a comprehensive understanding of each customer's unique situation.


Financial Relief Program Design: During the COVID-19 pandemic, Designing and implemented tailored Financial Relief programs. These initiatives helped both businesses and individual customers impacted by the crisis by revising interest rates and reducing monthly payments.


Credit Score Mitigation: Provided guidance and assistance to cardholders, enabling them to minimize the negative impact on their credit scores while addressing their past-due accounts.

American Express, Gurugram

User Acqiuistion Lead
09.2018 - 03.2020

Job overview

First Call Resolution: Foremost objective was to address customer concerns and issues promptly, striving for "First Call Resolution" to ensure customer satisfaction and loyalty.

Problem Resolution : Consistently resolved customer concerns effectively, offering solutions that met their needs and expectations.

Cross-Selling| Upsell Amex Cards: Leveraging a deep understanding of customer preferences, recommended and cross-sold American Express cards, aligning them with the unique spending habits and lifestyle of each customer.

British Airways , Gurugram

Sr Travel Advisor
11.2017 - 09.2018

Job overview

Optimized Travel Deals: consistently delivered the best deals and meticulously researched travel options to meet the specific needs and preferences of each customer, ultimately resulting in cost savings and improved customer satisfaction ratings.

Diverse Accommodation Arrangements: expertly coordinated travel accommodations for diverse clientele, including groups, couples, executives, and individuals with special needs, ensuring a tailored and enjoyable travel experience for all.



Education

Mahatma Gandhi Kashi Vidyapeeth

B.com
05.2013 - 05.2016

University Overview

Maharaja Agrasen Public School New Delhi, Delhi

03.2012 - 04.2013

University Overview

Skills

Salesundefined
Availability
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

SR Customer Success Manager| Retentions | SAAS
Birdeye
07.2023 - Current
Key Account Manager
American Express
03.2021 - 06.2023
Credit Collection Manager
American Express
04.2020 - 02.2021
User Acqiuistion Lead
American Express
09.2018 - 03.2020
Sr Travel Advisor
British Airways
11.2017 - 09.2018
Mahatma Gandhi Kashi Vidyapeeth
B.com
05.2013 - 05.2016
Maharaja Agrasen Public School
03.2012 - 04.2013
Prashant AroraSr CSM | Retentions | Mid Market | SaaS