Summary
Overview
Work History
Education
Skills
Certification
Awards
Interests
Timeline
AssistantManager
SHWETA B.

SHWETA B.

Customer Growth Partner at Infobip with Specialization in SaaS & AI Based CX Automation (Hybrid - Sales & Success)
Rajkot,Gujarat

Summary

Versatile and growth-focused professional with a strong command over SaaS and CPaaS solutions across India and the APAC region. Experienced in driving full-funnel sales—from new acquisition to expansion—while owning retention strategies that strengthen customer lifetime value. Known for crafting scalable revenue growth plays through consultative selling, strategic account planning, and AI-driven CX initiatives. Combines proactive customer success with data-led retention frameworks to reduce churn, deepen adoption, and unlock upsell opportunities. A trusted advisor across BFSI, e-commerce, retail, and mid-market segments, with a proven ability to align business goals with real CX impact.

Overview

10
10
years of professional experience
24
24
years of post-secondary education
3
3
Certifications

Work History

Customer Growth Manager (Hybrid Role –Sales)

Infobip India Limited
Rajkot
09.2023 - Current
  • Drove the acquisition and expansion of SaaS/CPaaS solutions, contributing to a 45% increase in platform adoption across new and existing accounts.
  • Led strategic cross-sell and upsell initiatives, increasing ACV, and generating over ₹5 Cr+ in gross profit through high-value deal closures.
  • Executed retention and renewal strategies that improved account renewal rates by 40% and decreased churn risk by 75% through proactive engagement and forecasting.
  • Launched client enablement programs and certifications that elevated product usage by 30% and enhanced overall CX maturity.
  • Managed full lifecycle onboarding for enterprise clients across BFSI, e-commerce, retail, and mid-market segments, ensuring seamless deployment and time to value.
  • Delivered tailored solution demos, quarterly business reviews (QBRs), and optimization sessions to reinforce product value, and drive upsell momentum.
  • Collaborated cross-functionally with regional teams and clients in India, the UAE, Singapore, the USA, and Bangladesh, ensuring consistent CX outcomes across geographies.
  • Integrated AI-driven customer engagement strategies, resulting in improved personalization, and increased NPS across strategic accounts.
  • Applied consultative selling techniques to decode client pain points, leading to tailored CX solutions that accelerated adoption and closed high-stakes deals.
  • Improved customer retention rates by analyzing key performance indicators and optimizing user experience.

Business Development Representative

Infobip India Limited
Rajkot
01.2023 - 08.2023
  • Qualified and converted 200+ leads, successfully transitioning them to account executives.
  • Improved sales pipeline efficiency, reducing conversion time by 20% through optimized outreach strategies.
  • Leveraged CRM analytics to track customer interactions, increasing response times by 35%.
  • Partnered with marketing to refine targeted campaigns, leading to a 15% improvement in lead quality.
  • Conducted comprehensive competitor analysis to inform product development and positioning strategies.
  • Conducted market research to identify new business opportunities and target areas for expansion.
  • Trained and mentored junior sales representatives, fostering a supportive team environment and facilitating professional growth.

Sales Representative - Module Sales

Pixon Green Energy Pvt Ltd
Rajkot
10.2021 - 12.2022
  • Managed a sales pipeline worth ₹5 Cr+, ensuring accurate forecasting and seamless execution.
  • Enhanced customer engagement, resulting in a 12% increase in repeat business.
  • Optimized inventory alignment, reducing order fulfillment time by 25%.
  • Increased profits by negotiating favorable terms and pricing.
  • Coordinated sales efforts with marketing teams to increase profits.
  • Increased sales revenue by identifying and targeting high-potential accounts.

OEM Executive

Kich Architectural Products
04.2019 - 05.2021
  • Led B2B sales efforts, closing deals worth ₹8 Cr annually.
  • Strengthened distribution channels, increasing sales revenue by 18% year on year.
  • Researched prospective clients to develop and execute cold call lists.
  • Negotiated contracts with new clients, securing profitable deals and expanding the company's client base.
  • Managed CRM database, ensuring accurate tracking of sales activities and client communications.

Customer Relationship Executive

Vodafone Idea Limited
10.2015 - 11.2018
  • Managed a portfolio of 350+ SME customers, driving 20% revenue growth year-over-year.
  • Led churn management initiatives, reducing churn by 30% through personalized engagement strategies.
  • C-SAT surveys conducted, leading to a 25% improvement in customer satisfaction scores.
  • Addressed and solved customer issues and complaints without difficulty.

Education

Bachelor of Arts - Digital Communications And Media

Babasaheb Ambedkar National Open University
Ahmedabad
01.2019 - 2022.01

MBA - Business Administration And Management

Babasaheb Ambedkar National Open University
Ahmedabad, India
04.2001 - Current

Skills

Sales & Revenue Growth

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Certification

UDEMY - Custom GPTs: Create a Custom ChatGPT with Your Data

Awards

  • Orange Star Award, Infobip (2023) – For exceeding KPI targets
  • Certificate of Appreciation, Pixon Green Energy (2022) – For key contributions to project success
  • Target Achiever Awards, Kich India (2020 & 2021) – For consistently surpassing performance KPIs
  • CSR Champion, Vodafone India (2019) – For driving retention through impactful community engagement
  • Best in Retention & Relations, Vodafone India (2018) – For outstanding revenue and retention performance

Interests

AI in Customer Experience & Automation

SaaS Community Building & GTM Playbooks

Tech-Driven Personalization at Scale

Human-Centric Content Writing

Timeline

Customer Growth Manager (Hybrid Role –Sales)

Infobip India Limited
09.2023 - Current

Business Development Representative

Infobip India Limited
01.2023 - 08.2023

Sales Representative - Module Sales

Pixon Green Energy Pvt Ltd
10.2021 - 12.2022

OEM Executive

Kich Architectural Products
04.2019 - 05.2021

Bachelor of Arts - Digital Communications And Media

Babasaheb Ambedkar National Open University
01.2019 - 2022.01

Customer Relationship Executive

Vodafone Idea Limited
10.2015 - 11.2018

MBA - Business Administration And Management

Babasaheb Ambedkar National Open University
04.2001 - Current

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SHWETA B.Customer Growth Partner at Infobip with Specialization in SaaS & AI Based CX Automation (Hybrid - Sales & Success)