Rohit Tiwari
Pune
Summary
Results-oriented Onboarding Specialist and Customer Success expert with a strong history of enhancing customer satisfaction and retention at Previous organizations. Proficient in CRM software and SaaS implementation, driving process improvements that maximize customer value. Experienced in managing key accounts and leading cross-regional projects to deliver significant outcomes.
Overview
14
14
years of professional experience
Work History
Project Manager Software Implementation
CrelioHealth
Pune
08.2021 - Current
- Manages key client enterprise projects.
- Responsibilities include the coordination and completion of projects on time, within the scope.
- Set deadlines, assign responsibilities, and monitor and summarize the progress of the project.
- Collaborated with clients to maintain project deliverables within scope.
- Lead implementation projects for CrelioHealth across diverse regions including the Middle East, Africa, Europe, and Southeast Asia.
- Adeptly handled numerous accounts concurrently.
- Coordinated project teams comprising developers, tech support, and back-end staff to secure project success.
- Visited the UK, Dubai, and Saudi Arabia for project delivery and implementation.
- Ensuring the delivery of software services that meet customer requirements and quality standards.
- Monitored project progress to ensure timely delivery.
General Manager Sales & Operations
Oravel
Pune
07.2019 - 07.2021
- Complete ownership of the day-to-day relationship with a portfolio of enterprise customers.
- Driving an excellent retention rate and driving adoption of the process.
- Onboard new clients by ensuring proper implementations, and running training programs and workshops.
- Develop a network of champions within each property through education, coaching, and strong influencing skills.
- Enlighten customers with insights gleaned from their own data, and industry trends.
- Conduct regular, on-site business reviews.
- Handle urgent customer concerns with confidence, putting them at ease.
- Liaise between the clients and all the internal teams.
- Ensure customer success, and enhance the healthy business relationship.
Customer Success Manager
JFW
New Delhi Area
12.2017 - 06.2019
- Resolved guest issues, turning experiences from negative to positive.
- Data Analysis and Feedback Management: Collecting and Analyzing Feedback: Gathering guest feedback through surveys, reviews, and direct interactions, analyzing data to identify trends and areas for improvement.
- Collaboration and Partnership: Cross-functional Teamwork: Collaborating with departments like Sales, Marketing, Operations, and Product to ensure a seamless experience.
- Training and Development: Developing and delivering training programs for staff on guest service best practices, handling challenging situations, and exceeding expectations.
- Created reports outlining customer usage and retention metrics.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
Assistant Manager (Learning & Development)
Starwood Hotels & Resorts Worldwide, Inc.
New Delhi Area
09.2012 - 11.2017
- Client relations: Resolving guest complaints, and ensuring that guests have a positive experience.
- Ensured guest issues were fully addressed through thorough follow-up.
- Training and development: Responsible for training new staff, as well as providing ongoing training and development opportunities for existing staff.
- This may involve developing training materials, conducting training sessions, and providing feedback on employee performance.
- Contributed to creating operational strategies for efficiency.
- Coordinated with other departments to ensure smooth flow of operations.
Sales & Operation Associate
Oberoi Hotels & Resorts
Gurgaon
07.2011 - 07.2012
- Managed the Learning Management System including user profiles, course catalogs and reporting functions.
- Provided technical support for users of the LMS system.
- Provided customer service support for inquiries, complaints, and returns.
- Built relationships with customers by providing friendly customer service.
Industrial Exposure Trainee
The Indian Hotels Company Limited (IHCL)
New Delhi
11.2010 - 04.2011
- Participating in projects: Participate in projects aimed at improving customer experience, or operational efficiency.
- Learn the listening and calm-speaking capabilities.
- Learning about the company and industry: Learn about the company's products or services, as well as the broader customer operations landscape.
- Developed communication, problem-solving, teamwork, and time management skills.
- Customer importance and how to interact with different types of clients.
- Conducted research on current trends, methods, and best practices in the industry.
- Participated in troubleshooting activities to identify root causes of operational issues.
Education
Project Management Professional (PMP)® - Project Management
Project Management Institute (PMI)
03-2025
Bachelor of Science - Hospitality, Business Administration And Management
IHM
05-2011
Skills
- Onboarding Specialist
- Client Relationship Management
- Process Improvement Specialist
- Skilled in CRM Software Utilization
- Customer Value Enhancer
- SaaS Solution Implementation
- Customer account management
Languages
Hindi
First Language
English
Advanced (C1)
C1
Timeline
Project Manager Software Implementation
CrelioHealth
08.2021 - Current
General Manager Sales & Operations
Oravel
07.2019 - 07.2021
Customer Success Manager
JFW
12.2017 - 06.2019
Assistant Manager (Learning & Development)
Starwood Hotels & Resorts Worldwide, Inc.
09.2012 - 11.2017
Sales & Operation Associate
Oberoi Hotels & Resorts
07.2011 - 07.2012
Industrial Exposure Trainee
The Indian Hotels Company Limited (IHCL)
11.2010 - 04.2011
Project Management Professional (PMP)® - Project Management
Project Management Institute (PMI)
Bachelor of Science - Hospitality, Business Administration And Management
IHM
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