Shalini Bawa
New Port
Summary
Strategic and results-oriented Senior Customer Success Account Manager with over 17 years of experience in Microsoft Cloud Services, including Azure, Entra ID, Microsoft 365, and Copilot. Proven expertise in managing global enterprise accounts such as KPMG, delivering cloud adoption strategies, and fostering executive-level relationships to drive digital transformation and ROI. Recognized for leading cross-functional teams, managing complex support models, and aligning technical solutions with business goals across regions including the Americas and Asia-Pacific.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Customer Success Account Manager
Microsoft Corporation
New York
11.2023 - Current
- Lead customer success engagement for KPMG (US, Global, Canada), aligning Microsoft Cloud solutions with strategic business outcomes.
- Accountable for the consumption plan- Building a pipeline to ensure consumption of the contract for the year is in place for all the member firms.
- Partner with the Account Executive / Account Technology Strategist to build and execute the Account Plan- Leads the success & support team, aligning prioritized customer solutions, managing the Strategic account plan at a global level.
- Engage Customer Executive Sponsors: Establishes and nurtures strong executive sponsorship and manages the relationships with customer leadership to drive the execution of the support coverage model, strategic account plan, consumption roadmap & delivery execution oversight.
- Drive global Copilot adoption across KPMG member firms, ensuring measurable ROI and operational value.
- Partner with Account Executives and Technology Strategists to execute account plans and deliver cloud consumption growth.
- Build and maintain strong executive sponsorship to support the strategic roadmap and long-term engagement.
- Manage global support model execution and delivery assurance.
- Successfully launched and scaled Copilot across KPMG globally.
- Led consumption planning and execution for a top-tier strategic account with multi-regional coordination.
- Lead and collaborated with Pre-Sales, Solution Architects and Microsoft Consulting team to deliver complex projects to migrate Apps and Databases to Azure (IaaS and PaaS).
- Chair account reviews to ensure KPMG's goals and vision are delivered on time by rallying the right resources from right teams at Microsoft.
- Drafted proposals outlining services, costs, and benefits for KPMG Global.
- Developed and maintained relationships with key accounts to ensure customer satisfaction.
- Created comprehensive reports on account performance and presented them to senior management.
- Provided training and guidance to new Account Managers.
- Negotiated contracts with clients to maximize profitability.
- Solicited feedback from customers on their experience with products or services.
- Participated in brainstorming sessions to develop new ideas for business development initiatives.
- Coordinated with internal teams to ensure timely delivery of products and services to clients.
- Developed strategies to increase revenue from existing accounts.
- Negotiated contracts with clients to maximize revenue potential.
- Acted as main point of contact in matters relating to client concerns and needs.
- Developed successful customer relationships to boost sales opportunities.
- Renewed existing accounts by building relationships with clients.
- Identified upselling and cross-selling opportunities to maximize account growth and revenue generation.
- Negotiated contracts and closed deals, focusing on long-term benefits for both the company and the client.
- Led cross-functional teams to address complex client needs, ensuring cohesive effort and solutions.
- Analyzed client feedback to recommend product or service enhancements to the R&D team.
Customer Success Account Manager
Microsoft Operations PTE Ltd
Singapore
12.2021 - 11.2023
- Managed customer success for KPMG in Asia-Pacific (Australia, Japan, China, Singapore), ensuring alignment with global strategy.
- Championed executive engagements and strategic consumption planning across member firms.
- Delivered high-impact support and solution delivery in collaboration with success and support teams.
Customer Engineer
Microsoft Operations PTE Ltd
Singapore
05.2019 - 12.2021
- Delivered consulting services and technical guidance across secure infrastructure and identity services (AD, ADFS, Azure AD).
- Facilitated workshops and training to strengthen customer knowledge and operational efficiency.
- Supported CPF Singapore, STEE-MHA, BHP, and Minor Hotel Group with infrastructure and identity initiatives.
Technical Advisor (Azure IaaS)
Microsoft De Centro America
Costa Rica
11.2018 - 05.2019
- Led technical development plans and coached support engineers in Azure IaaS technologies.
- Drove quality improvement and customer satisfaction.
Technical Advisor / Support Engineer
Microsoft GTSC
India
01.2014 - 11.2018
- Provided advanced support for M365 Identity and Active Directory.
- Enhanced team performance and partnered with engineering for service improvements.
Senior Specialist
HCL Technologies
Noida
11.2011 - 04.2013
- Led Active Directory migrations for Electrolux APAC.
- Managed Wintel infrastructure for government clients in Australia.
Sr. Technical Support Engineer (Microsoft EPS)
Convergys
Gurgaon
02.2008 - 11.2011
- Provided technical support and maintenance for Active Directory environments.
- Specialized in domain configurations, GPO, DNS, DHCP, and remote access.
Education
Associate of Science - Computer And Information Systems
CSIT
New Dlehi08-2010
Skills
- Microsoft Cloud Platforms (Azure, M365, Entra ID, Copilot)
- Customer Success Strategy & Delivery
- Executive Stakeholder Engagement
- Strategic Account Planning & Governance
- Technical Advisory & Solution Alignment
- Consumption Planning & Business Value Realization
- Service Delivery & Risk Management
- Cross-Functional Leadership & Collaboration
Certification
- AZ-900
- AZ-303
- SC-900
- MS-900
Languages
English
First Language
Timeline
Senior Customer Success Account Manager
Microsoft Corporation
11.2023 - Current
Customer Success Account Manager
Microsoft Operations PTE Ltd
12.2021 - 11.2023
Customer Engineer
Microsoft Operations PTE Ltd
05.2019 - 12.2021
Technical Advisor (Azure IaaS)
Microsoft De Centro America
11.2018 - 05.2019
Technical Advisor / Support Engineer
Microsoft GTSC
01.2014 - 11.2018
Senior Specialist
HCL Technologies
11.2011 - 04.2013
Sr. Technical Support Engineer (Microsoft EPS)
Convergys
02.2008 - 11.2011
Associate of Science - Computer And Information Systems
CSIT