Ruhiya Niazi
Mumbai
Summary
Dynamic Sr. Customer Success Specialist at NTT Limited with a proven track record in renewals and retention. Expert in contract negotiation and client engagement, driving service adoption and minimizing churn. Adept at leveraging relationships to enhance customer satisfaction and achieve business goals, ensuring sustained revenue growth.
Overview
17
17
years of professional experience
Work History
Sr. Customer Success Specialist
NTT Limited
Mumbai
10.2022 - Current
- Client Engagement: Trusted advisor to clients, driving satisfaction and resolving escalations.
- Adoption & Value: Promote service usage and ensure clients achieve business goals.
- Growth: Identify and close upsell/cross-sell opportunities to boost revenue.
- Renewals: Lead successful, timely renewals while minimizing churn.
- Practice Contribution: Share best practices, maintain data quality, and stay updated on NTT offerings.
Customer Engagement & Success Manager
Tata Communications Ltd.
Mumbai
10.2019 - 09.2022
- Operational Onboarding & Service Adoption
- Timely renewals and contract negotiations to minimize churn.
- Lead client review meetings to address pain points and improve CSAT/NPS.
- Drive service adoption, upsell/cross-sell, and maintain account revenue.
- Monitor SLAs, manage service credits, and mitigate churn through competitor benchmarking.
- Develop account-specific adoption roadmaps and KPIs.
- Analyze usage trends, recommend product improvements, and pitch relevant offerings.
Renewals, Retention and Revenue Manager
Tata Communications Ltd.
Mumbai
03.2014 - 09.2019
- Protected revenue by managing churn, price erosion, and credit note processes.
- Initiated renewals 100+ days in advance; responded to RFPs/RFQs and ensured timely contract closures.
- Collaborated with OEMs for device renewals to maintain service continuity.
- Delivered tailored value propositions to reduce terminations and enhance retention.
- Used predictive churn models and cross-functional collaboration to mitigate risks.
- Ensured process hygiene and accurate data flow across backend systems.
Lead-Services Sales and Customer Engagement
AGC Networks Ltd.
Mumbai
08.2012 - 02.2014
- Single Point of contact for Cisco & Juniper Services Business at National Level
- Key responsibility includes closely working with OEM’s like Cisco & Juniper for generating a healthy Funnel & ensuring support for closing Sales opportunities and working with Cisco sales team to obtain best prices
- Working towards generating new business in service domain for Cisco and Juniper devices and managing their AMC’s
- Working on pricing aspects ,working closely with the OEM counterparts on negotiations best discounts for AGC.(Well worsed in cisco pricing and other Cisco tools like CSCC,CSW,SAM,PMC etc)
- Undertake marketing initiatives; Services proposal preparation; bid management and contract negotiation
- Enable service deli very; handle project related escalations; ensure customer delight
- Effective receivable management; maintain healthy cash flow
Key Account Management , Bid Management & Presales
GTL Ltd.
Navi Mumbai
07.2008 - 07.2012
- Key Account Manager for NEC &TTSL,TCL, TTML, PAN India, for their Telecom Infrastructure and other managed services portfolio
- Active business development and operationalising mega projects which involves the entire Network Infrastructure life cycle management in network design, planning, deployment, O&M and other managed services for various technologies like LTE,3G,2G & WiMAX etc
- Managing end to end customer account right from generating leads, responding to RFP’s, negotiation, closure and delivery
- Lead the business planning & strategizing on ways to secure long term sustainable and profitable business, responsible for business growth
- Mapping the account & building up relationship with key people, ensuring maximum customer satisfaction by providing technical assistance and achieving delivery & quality norms
- Monthly tracking of competition and providing the Win/Loss Analysis to the top management.
Presales & Business Intelligence
GTL Limited
Navi Mumbai
07.2008 - 12.2009
- Conducted market analysis, proposal preparation, and vendor coordination.
- Supported global NPD vertical with MIS, branding, and P&L tracking.
- Executed sales promotions and assessed global market potential.
Education
MBA - Business Administration, IT & Marketing
Indian Institute of Modern Management (IIMM)
Pune01.2008
Skills
- Renewals & Retention
- Team Handling
- Life Cycle Management
- Relationships and Alliances
- Vendor Management
- Process Improvisation
- Service Management & Escalation Handling
- Customer relationship management
- Service adoption
- Customer onboarding
- Contract negotiation
- Client engagement
Accomplishments
- Managing top Strategic accounts of NTT Data with revenue base - 130 cr
- Timely renewals and revenue growth to the tune of 10-12% observed for accounts mapped.
- NPS of accounts mapped stands at -90 better than company’s average of -76
- Penetration of growth services has improved considerably into these accounts that was zilch with only use of traditional products/services
- Y-O-Y churn for these accounts have been capped at <-10%
Tools Proficiency
- Salesforce
- PowerBI
- SAP
- ITSM(Service Now)
References
References available upon request.
Timeline
Sr. Customer Success Specialist
NTT Limited
10.2022 - Current
Customer Engagement & Success Manager
Tata Communications Ltd.
10.2019 - 09.2022
Renewals, Retention and Revenue Manager
Tata Communications Ltd.
03.2014 - 09.2019
Lead-Services Sales and Customer Engagement
AGC Networks Ltd.
08.2012 - 02.2014
Key Account Management , Bid Management & Presales
GTL Ltd.
07.2008 - 07.2012
Presales & Business Intelligence
GTL Limited
07.2008 - 12.2009
MBA - Business Administration, IT & Marketing
Indian Institute of Modern Management (IIMM)
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