Riya Sharma
Agra
Summary
Versatile Client Success Manager, with over 7 years of experience in business development and sales operations management. Highly effective at persuasive communication. Proven track record in managing key accounts, driving revenue growth and exceeding sales targets. Adept at identifying potential clients thus expanding customer base. Positive, Passionate and Persistent.
Overview
8
8
years of professional experience
Work History
Senior Client Success Manager
Rayden Interactive Design Studio partner Phreesia
Pune (Remote)
2023.08 - Current
- Identified new business opportunities through account management activities.
- Actively worked towards increasing upsell and cross-sell opportunities within existing accounts.
- Assessed user needs through market research and surveys, then developed strategies based on findings.
- Performed ongoing analysis of competitors' offerings in order to stay ahead of the curve.
- Identified opportunities for cross-sells based on customers' past purchases or current interests.
- Utilized CRM software to track leads, manage contacts and monitor progress of sales opportunities.
Senior Analyst - PA Servicing
American Express Banking Corporation
Gurugram
2021.10 - 2023.07
- Established relationships with key clients, while maintaining existing customer base.
- Performed sales consultations and educated clients on products and services.
- Created and maintained sales environment to support business objectives.
- Achieved company growth and brand development through market expansion and sales.
- Provided technical support for customers when needed, answering questions about product features and capabilities.
Resolutions Specialist
Airbnb India Capability Center
Gurugram
2020.10 - 2021.10
- Assisted customers with inquiries and complaints, providing timely resolution to customer issues.
- Maintained up-to-date knowledge on company products, services as well as relevant industry regulations impacting service delivery standards, requirements.
- Boosted sales through customer education, competitor knowledge, and strategic upselling techniques.
- Exceeded targets consistently with skilled pursuit of direct, upselling and cross-selling opportunities.
- Offered service consultations and employed upselling techniques to maximise revenue
Customer Service Manager
DigitalKal
Agra
2016.01 - 2020.01
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assessed customer needs to provide assistance and information on product features.
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
- Performed sales consultations and educated clients on products and services.
Education
Bachelor of Commerce -
Sunrise University
Alwar, Rajasthan2016-06
Intermediate -
St. Anthony's Junior College
Agra2013-03
High School Diploma -
St. Anthony's Junior College
Agra2011-03
Diploma in Foreign Language -
Goethe Institut - Max Mueller Bhawan
New Delhi2016-07
Skills
- Relationship Management
- Client Education
- CRM Software
- Strategic Planning
- Customer Account Management
- Customer Retention
- Sales Management
- Business Development
- Revenue Growth
- Negotiation
- Proficient in Saas
Languages
English
First Language
German
Intermediate (B1)
B1
Timeline
Senior Client Success Manager
Rayden Interactive Design Studio partner Phreesia
2023.08 - Current
Senior Analyst - PA Servicing
American Express Banking Corporation
2021.10 - 2023.07
Resolutions Specialist
Airbnb India Capability Center
2020.10 - 2021.10
Customer Service Manager
DigitalKal
2016.01 - 2020.01
Bachelor of Commerce -
Sunrise University
Intermediate -
St. Anthony's Junior College
High School Diploma -
St. Anthony's Junior College
Diploma in Foreign Language -
Goethe Institut - Max Mueller Bhawan
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