SAMEER DHOTRE
Mumbai
Summary
Results-driven Customer Success Manager with a ten years of experience excelling in customer retention and revenue growth. Expert in pricing strategy and negotiation, leveraging strong stakeholder management skills to drive adoption of Telecommunication, solutions. Achieved significant upsell opportunities while enhancing client satisfaction and loyalty.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Customer Success Manager
Tata Communications Ltd.
Mumbai
07.2023 - Current
- Managed strategic telecom customer accounts, ensuring high customer satisfaction and retention
- Led customer onboarding, service implementation, and adoption of telecom solutions like SDWAN, Cloud, Managed Hosting and Managed Security Services
- Generated additional revenue through cross-selling and upselling telecom solutions to existing customers
- Managed commercial activities including pricing, quotations, contract creation, amendments, and renewals.
- Served as the primary point of contact for enterprise clients throughout the customer lifecycle.
- Monitored account health, identified risks, and executed retention strategies to reduce churn.
- Conducted regular business reviews, presenting performance reports to customers to ensure alignment with goals.
- Supported contract renewals and negotiated service enhancements with customers.
- Tracked customer success metrics including CSAT, NPS, retention, and service utilization to inform strategy.
- Coordinated with Network Operations, Service Delivery, and Technical Support teams to resolve issues.
- Maintained accurate customer records and account activities within CRM platforms.
- Collaborated with Sales, Engineering, and Product teams to deliver customer-focused solutions.
Quote Owner
Orange Business Services
Mumbai
07.2019 - 06.2022
- Managed the complete customer lifecycle from onboarding to renewal, ensuring high customer satisfaction and retention.
- Managed Integrated Systems and Network portfolio for enterprise customers across Europe and the Middle East
- Prepared commercial proposals, pricing quotes, and contract renewals aligned with customer requirements.
- Identified upsell, cross-sell, and service upgrade opportunities to drive revenue growth.
- Collaborated with Sales, Finance, Operations, and Service Delivery teams to support customer needs.
- Managed contract renewals, commercial negotiations, and account expansion initiatives.
- Monitored account performance, customer usage, and revenue metrics to maximize customer value.
- Resolved customer escalations and commercial issues while maintaining service excellence.
- Maintained accurate customer and commercial records in CRM systems.
- Delivered business reviews, revenue forecasts, and account growth plans to management.
Asst-Manager
Ceasefire Industries Private Limited
Mumbai
08.2018 - 02.2019
- Managed key customer accounts, driving revenue growth through strategic upselling and cross-selling.
- Achieved sales targets by identifying customer needs and proposing tailored solutions.
- Developed account growth strategies that maximized customer value and enhanced retention.
- Managed contract negotiations, pricing, renewals, and commercial agreements.
- Built strong client relationships and acted as the primary point of contact for commercial discussions.
- Collaborated with internal teams to ensure successful delivery of products and services.
- Maintained sales pipeline, forecasts, and customer records using CRM tools.
- Resolved customer concerns to maintain high levels of satisfaction and foster long-term loyalty.
Team Lead
Eratronics Private Limited
Mumbai
01.2016 - 07.2018
- Managed major telecom projects for BSNL, PGCIL, IOCL, KSPPL, BPCL through L&T Automation & Control, Fiber Home India, Valiant Communication, and UTStarcom, ensuring alignment with project objectives.
- Project coordination, management, and execution for Telecom Projects (MPLS and DWDM deplyment PAN india for BSNL, PGCIL,l&T)
- Coordinated planning activities and generated detailed technical network/system proposals based on technology and product offerings, facilitating efficient resolution of technical issues across teams.
- Generate detail technical network/system proposals based on technology and our product offerings also Coordinate with all the teams and provide solutions for efficient solving of technical issues.
- Defined project scope, schedule, and cost control measures.
- Oversaw acceptance testing reports for respective sites and coordinated planning activities to ensure project milestones were met.
- Participated in meetings with clients and consultants to discuss project requirements and expectations.
- Conducted site surveys to gather essential information before tender preparation.
- Submitted tenders through online and offline channels.
- Coordinate and review / edit proposal input from a variety of stakeholders, typically involving contributions from sales, marketing, product teams, finance, commercial, legal and delivery.
- Preparation of detailed engineering drawings, doing link budget and power calculation and designing the system Accordingly.
Education
Bachelor of Engineering - Electronics & Telecommunication
Mumbai University
Mumbai12-2015
Diploma - Electronics and Telecommunication
Mumbai12-2011
Skills
- Customer Retention & Renewal Management
- Customer Lifecycle Management
- Revenue Growth & Expansion
- Stakeholder Management
- Commercial Acumen
- Pricing Strategy and Negotiation
- Business review MSR & QSR
Core Expertise
- Managed Security Services (MSS)
- Cloud Hosting & Infrastructure Services
- SD-WAN Solutions
- MPLS Network Services
- Internet Leased Line (ILL) Services
- Optical Networking (DWDM)
- Cisco Commerce Workspace (CCW)
- Customer life Cycle, Quoting & Commercial Management
Certification
- Certified as Cisco Renewal Manager
- Certified Stakeholder Management & Customer Relationship Management from Coursera
- TCL Certified Customer Success Manager
Accomplishments
- Shine Award for Top Performer FY-2025-2026
Timeline
Customer Success Manager
Tata Communications Ltd.
07.2023 - Current
Quote Owner
Orange Business Services
07.2019 - 06.2022
Asst-Manager
Ceasefire Industries Private Limited
08.2018 - 02.2019
Team Lead
Eratronics Private Limited
01.2016 - 07.2018
Bachelor of Engineering - Electronics & Telecommunication
Mumbai University