AI in Customer Experience & Automation
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 - 01.2022
MBA - Business Administration And Management
Babasaheb Ambedkar National Open University
Ahmedabad, India 04.2001 - Current
Skills
Sales & Revenue Growth
New Business Acquisition
Strategic Upsell & Cross-Sell
Enterprise Account Management
Sales Forecasting & Pipeline Management
Negotiation & Objection Handling (Chris Voss-style)
Customer Success & Retention
Onboarding & Adoption Strategy
Churn Reduction & Retention Planning
Quarterly Business Reviews (QBRs)
Advocacy & Client Enablement Programs
NPS & CSAT Improvement
Technology & Product Expertise
SaaS & CPaaS Solutions
Omnichannel Engagement (Voice, RCS, WhatsApp, Viber, Email, SMS, Chatbots)
AI in Customer Experience (Predictive CX, Automation, Personalization)
Campaign Execution & Optimization
CRM Tools: Salesforce, Zoho, HubSpot, Oracle Etc
Cross-Functional Collaboration
Collaboration with Product & Tech Teams
Regional Account Management (India, APAC, UAE, US, SG, BD)
Communication & Influence
Executive Stakeholder Communication
Data-driven Storytelling
Problem Solving & Objection Handling
Relationship Building & Customer Trust
Competitive Positioning
Territory Management
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
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 - 01.2022
Customer Relationship Executive
Vodafone Idea Limited
10.2015 - 11.2018
MBA - Business Administration And Management
Babasaheb Ambedkar National Open University
04.2001 - Current