Sahir Ahmer
H No-5, Aliprem Garden, Garima Garden Ghaziabad
Summary
Knowledgeable Customer Success Professional with a wealth of experience in managing multiple accounts and developing client onboarding processes. Increased sales and revenue through effective cross-selling and upselling strategies, achieving a client renewal rate above 95%. Focused on delivering exceptional customer experiences and maintaining long-term client relationships.
Overview
14
14
years of professional experience
Work History
Customer Success Specialist
Happay
07.2016 - Current
- Managing client On-Boarding process, ensuring their expectations and goals are fully met.
- Created and managed the client life cycle process (starting from the initial sale through all phases of implementation).
- Converted 25% of all accounts into sales reference customers.
- Exceeded annual goals with client renewal rate above 95%.
- Generated revenue with cross selling and up selling with more than 80% clients.
- Ensuring all time positive customer experience by communication and maintaining professional relationship.
- Generated quality sales leads through cold calling to achieve new business targets.
- Collaborated with the finance department to track payments and manage sales-related expenses.
- Prepared detailed sales forecasts, contributing to the setting of realistic sales targets.
- Managed multiple high-value client accounts through exceptional organisation and planning.
- Oversaw client onboarding process, ensuring seamless transition and satisfaction.
- Managed complaints with calm, clear communication and problem-solving.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Provided expert advice and recommendations to customers, aiding them in achieving their business objectives.
Associate Sales
Pearson education services Pvt ltd
09.2012 - 07.2015
- Sold ICT implementation and peripherals to school and corporate sectors, enhancing technology access and support.
- Engaged with school personnel, including directors and principals, to explain services and understand specific needs, fostering strong relationships.
- Engaged with customers to better understand needs and deliver excellent service.
- Developed and executed institutional business activities for ICT programme, driving engagement and collaboration within the centre.
- Met service time and quality standards by efficiently managing tasks.
Education
Ex-M.B.A - Marketing
Alliance university
01-2017
BTech. - IT
integral University
Lucknow, UP01-2012
Skills
- Problem solving
- Customer success
- Client onboarding
- Client retention
- Account management
- Lead generation
- Cross selling
- Upselling techniques
- Revenue generation
- Stakeholder management
- Problem solving
- Problem solving
Languages
English
Proficient
C2
Hindi
Proficient
C2
Interests
Traveling
Listening Music
Playing and watching Cricket
Timeline
Customer Success Specialist
Happay
07.2016 - Current
Associate Sales
Pearson education services Pvt ltd
09.2012 - 07.2015
Ex-M.B.A - Marketing
Alliance university
BTech. - IT
integral University