SHAILEE VERMA
Pune
Summary
I am a customer-focused Account Manager with over 7 years of experience in the SaaS, IT, and Banking sectors across diverse regions including India, MEA, the Americas, and Canada. I expertise in Salesforce and various CRM platforms, delivering measurable revenue growth and improving client engagement through strategic practices. My aim is to enhance customer retention and satisfaction through dedicated relationship management and innovative solutions
Overview
9
9
years of professional experience
1
1
Certification
Work History
Account Manager
Druva Software
05.2025 - Current
- Managing 150+ SMB accounts across Americas & Canada, owning a $1M+ UFR portfolio with 90% renewals and 20% expansion growth.
- Driving revenue growth by selling Druva SaaS backup and ransomware protection, protecting AWS and Azure cloud workloads and expanding adoption through MSP and partner channels.
- Leading onboarding and lifecycle management, increasing product adoption and reducing churn by 70%.
- Conducting QBRs using Salesforce, Clari, and Sigma, identifying risks early and growing expansion pipeline.
- Maintaining 95-98% forecast accuracy through disciplined pipeline management and proactive risk mitigation.
- Partnership with Sales and Technical teams to resolve escalations within SLA, improving CSAT to 4.7/5.
Account Manager
Klystron Global DMCC
06.2024 - 04.2025
- Managed 25-30 strategic accounts across the Middle East in banking, finance, and SaaS.
- Led client onboarding, training, and product adoption, improving engagement and usage.
- Resolved customer issues within SLAs using Salesforce, Odoo CRM, and internal support tools, improving CSAT.
- Collaborated closely with sales, product, and support teams to address client needs and deliver solutions.
- Led and delivered QBRs using CRM dashboards and reporting tools for tracking performance and risks.
- Drove renewals, retention, and upsells, using Clari for forecasting and pipeline accuracy, boosting retention by 40-45%.
Sr. Customer Success Specialist
Truein
01.2023 - 02.2024
- Managed CRM and account operations in Odoo ERP, partnering with C-level stakeholders across banking, finance, and public sector.
- Exceeded sales targets by 30% through strategic cross-selling, upselling, and account expansion.
- Improved customer success and retention by reducing client complaints 50-60% through proactive relationship management.
- Delivered accurate forecasting and pipeline management while driving growth in SMB and enterprise accounts.
Associate Manager - Technology Services
Klystron Global LLC
10.2021 - 12.2022
- Delivered SaaS-based solutions to 10+ trading and retail customers.
- Managed CRM and business management ERP solutions (CampusLive).
- Launched and marketed a food delivery application in Oman (Swiftly).
- Engaged in client negotiation and maintained long-term relationships with 15+ customers and vendors.
Sales and Support Executive
Cirkle IT Solutions
04.2019 - 09.2021
- Handled SAP CRM development queries and provided client support.
- Working knowledge of SAP CRM Backend development and process.
- Enhanced customer relationships through constant internal communication and regular team interactions with German-based clients.
Programmer Analyst Trainee
Cognizant Technology Solution
11.2017 - 10.2018
Education
Bachelor's of Engineering - Electronics
Sathyabama University
Chennai, IndiaSkills
- Customer Success Management
- Account Management
- Renewal & Expansion
- Churn Mitigation
- ARR Growth
- QBRs
- Forecasting
- Salesforce
- Clari
- Odoo CRM
- Zendesk
- HubSpot
- Freshdesk
- Notion
- Generative AI (ChatGPT, Copilot)
Languages
English
Proficient (C2)
C2
Hindi
First Language
Certification
- Generative AI: Prompt Engineering Basics - Issued by IBM
- Generative AI: Introduction and Applications - Issued by IBM
- Customer Relationship Manager - Issued by Coursera
Languages
- Hindi
- English, Professional
- Hindi, Native
Timeline
Account Manager
Druva Software
05.2025 - Current
Account Manager
Klystron Global DMCC
06.2024 - 04.2025
Sr. Customer Success Specialist
Truein
01.2023 - 02.2024
Associate Manager - Technology Services
Klystron Global LLC
10.2021 - 12.2022
Sales and Support Executive
Cirkle IT Solutions
04.2019 - 09.2021
Programmer Analyst Trainee
Cognizant Technology Solution
11.2017 - 10.2018
Bachelor's of Engineering - Electronics
Sathyabama University