SHIVANI ARORA

Client Nurture / Relationship

· Build and sustain relationships with client representatives up to management level, earning recognition as the client’s trusted advisor at NTT.

· Ensure seamless client interactions with NTT, optimizing engagement to improve CSAT scores.

· Serve as an escalation point for unresolved client issues, working with relevant resolver teams within NTT to deliver satisfactory outcomes.

· Participate in regular business reviews with the client to ensure alignment.

Adoption Charter

· Ensure clients are aware of and successfully adopting Offer features, increasing service usage as appropriate.

· Proactively assist clients in realizing tangible value from Offers, helping them meet their business and procurement goals.

Expansion Charter

· Drive upselling of existing services and close deals to meet revenue targets.

· Identify cross-sell opportunities to extend NTT’s footprint, facilitating engagement with Sales/GTM functions for client discussions.

Renewal Charter

· Showcase the value delivered by NTT throughout the contract lifecycle, driving timely and successful renewals.

· Minimize churn during renewals and identify opportunities for upsell and cross-sell during the process.

Client Success Practice

· Actively participate in the Regional and Global Client Success Management practice, adopting standard methodologies, tools, KPIs, best practices, and sharing insights with the community.

· Oversee data quality management within the client portfolio.

· Continuously develop and maintain expertise in Client Success Management practices

· Stay updated on NTT’s offerings to ensure alignment with client needs.

Focused on elevating customer experience and driving revenue growth through proactive lifecycle management, including renewals, churn mitigation, SDWIP and SD on-hold conversions, and increased adoption of consumption-based services.

Customer Onboarding & Transition

· Aligned cross-functional teams and customer stakeholders on contract scope, success metrics, and transition plans to ensure smooth onboarding.

· Assessed customer requirements and mapped them to existing solutions; conducted product workshops to showcase alignment with digital transformation goals.

· Led operational improvement initiatives to enhance delivery timelines and customer satisfaction.

· Partnered with Sales to develop strategic account plans and build executive-level relationships.

Operational Engagement & Success Management

· Conducted regular review meetings (weekly, monthly, quarterly) to address customer challenges and improve service delivery.

· Accelerated adoption of usage-based services, driving upsell and cross-sell opportunities to sustain account revenue.

· Led CSAT and NPS improvement programs through continuous engagement and feedback analysis.

· Ensured SLA adherence and managed service credits; resolved escalations and mitigated risks proactively.

· Performed competitor benchmarking to identify churn risks and collaborated with internal teams for resolution.

Service Adoption & Value Realization

· Created tailored adoption roadmaps with defined KPIs and baseline metrics across product portfolios.

· Analyzed usage trends and guided customers during success reviews to maximize product value.

· Promoted product adoption through usage insights and strategic recommendations for underutilized services.

Customer Retention & Relationship Management

· Nurtured long-term customer relationships to achieve lifetime value targets.

· Anticipated customer needs, monitored performance, and implemented feedback-driven improvements.

· Operated governance frameworks to support escalation management and retention strategies.

Service Differentiation & Contract Governance

· Managed accounts based on service differentiation segments to deliver customized value.

· Provided continuous improvement recommendations to enhance customer outcomes.

· Owned contract lifecycle management, ensuring execution, governance, and dispute resolution.

Revenue Management & MACD Oversight

· Managed Move, Add, Change, Delete (MACD) activities with a focus on incremental revenue growth.

· Collaborated with Sales to identify new opportunities and align with digital strategy goals.

· Positioned as a strategic advisor and knowledge partner to customers.

Strategic Projects & Initiatives

· Led churn analysis for the North East region, identifying root causes and implementing corrective actions.

· Key contributor to the PO Governance initiative, streamlining procurement and operational processes.

· Delivered end-to-end customer lifecycle management, consistently exceeding NPS targets.

· Conducted gap analyses, business reviews, and value realization sessions through regular customer engagements.

Revenue Protection & Churn Mitigation

· Safeguarded revenue by managing churn, price erosion, and credit note issuance.

· Negotiated renewals and responded to RFPs/RFQs with timely, value-driven proposals.

· Identified upsell/cross-sell opportunities and ensured process integrity throughout the renewal lifecycle.

· Utilized predictive churn models to analyze customer behavior and mitigate risks through cross-functional collaboration.

· Represented the System Integration and Maintenance Services business in the North Eastern Region.

· Managed a service portfolio that includes renewals for Cisco, Avaya, Alcatel, Aruba, and other services, as well as acquiring new services from global and domestic clients, with a focus on upselling and cross-selling within existing accounts.

· Coordinated with commercial, finance, and legal teams to structure service deals.

· Conducted account-specific planning with OEMs to drive business growth within existing accounts.

· Managed account renewals, farming, and business development across sectors such as IT/ITES, Manufacturing, Telcos, BFSI, and Government, focusing on key enterprise and corporate accounts in the North East region.

· Built and maintained strategic alliances with major companies like Sun, HP, IBM, Dell, Netapp, EMC, CA, Array Networks, Trend Micro, Cisco, Nortel, Extreme, Juniper, Nokia, Check Point, Fortigate, F5, Symantec, Oracle, VMWare, Radware, Riverbed, Polycom, and more.

· Collected regular feedback and interacted with customers to implement service improvement plans and enhance customer experience.

Collaborated closely with clients to understand new business needs, strategic planning, and the rollout of tailored solutions.
Specialized in Professional Services, Facility Management Services (FMS), and Managed IT Services.

· Led service sales for a range of products, including Voice, Audio-Video, Data, and Information Security Services.

· Managed AMC/FMS services and multi-year engagements with customers in the North region across Voice, Data, and Security domains.

· Proactively engaged with customers from various industries such as IT, ITES, Banking, Manufacturing, and Service Providers to nurture potential prospects.

· Maintained and updated the prospect funnel database for regular reviews and planning.

· Collaborated with principals like Avaya, Polycom, Juniper, Cisco, Extreme, Nice, Verint, and Altitude to offer the best solutions to clients.

· Led marketing initiatives, prepared service proposals, managed bids, and negotiated contracts.

· Enabled service delivery, addressed project-related escalations, and ensured customer satisfaction.

Managed receivables effectively to maintain a healthy cash flow

· Managed global accounts at the India level within the Enterprise team in a strategic capacity.

· Selling the Aspect solution to global accounts.

· Maintained ongoing relationships with direct customers and partners.

· Gained a deep understanding of processes for closing deals both nationally and internationally.

· Joined GTL as a Technical Consultant focusing on the implementation, monitoring, and troubleshooting of Nortel Meridian EPABX systems (700 to 2000 Ports, Models: Option 11C, 61C, 81C).

· Provided first-level telephonic support to all voice customers in the region.

· Ensured 100% equipment efficiency and maintained 98% uptime for all instruments.

· Planned and scheduled preventive maintenance and calibrations, managing daily upkeep of equipment to ensure proper functionality.

· With 2 years of technical experience, transitioned into a Service Sales role, managing renewals across the NCR region and Kolkata.

· Managed AMCs for Nortel, Juniper, Avaya Global, and Cisco products.

· Developed service delivery methodologies, costing frameworks, and proposal strategies in consultation with the Service Practice Head.

· Maintained a prospect funnel database for reviews and planning.