Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sonam Arora

Customer Success Account Manager
FARIDABAD

Summary

Enthusiastic and optimistic account management professional with over 8 years of experience as an account manager in managing multiple accounts, increasing sales and revenue, developing client on-boarding processes for technology solutions. Skilled at developing and maintaining client relationships and highly committed to working with a team to achieve quality outputs.

Overview

8
8
years of professional experience
5
5
years of post-secondary education
2
2
Languages

Work History

Customer Success Manager

Adobe Systems Inc.
02.2022 - Current
  • Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
  • Create and follow-up on qualified leads, build and nurture relationships, schedule initial meetings and demonstration.
  • Boosted customer satisfaction by providing teams with training and skills to optimize service delivery in alignment with individual needs.
  • Securing and validating renewal orders, driving maximum renewal & up-selling from the install base Engage as required, with the supporting functional teams to resolve issues raised by customers related to their Creative Cloud Subscriptions.
  • Upsold add-on services to existing customers, generating incremental revenue of $2M per year.

Customer Success Manager

Credgenics
12.2021 - 02.2022
  • Credgenics is a SaaS based Debt recovery Platform and a one stop Solution for complete cycle of debt recovery management.
  • Responsible for On-Boarding of new accounts with the services they have Opted for.
  • To manage successful negotiation of long-term contract renewals with franchise owners and sales affiliates.
  • To identify sales opportunities by assessing environment and devising and implementing winning strategy.
  • To Play instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Up-selling and cross-selling services.
  • To Gain customer acceptance by demonstrating cost reductions and operations improvements.

Account Manager

Hotelogix Pvt Ltd.
10.2017 - 12.2021
  • Hotelogix provides Property Management Software to small & mid-sized hotels worldwide.
  • Responsible for On-Boarding of new accounts with the services they have opted for in the Asia Pacific Region.
  • Conducting Training for clients to ensure that they are aware of the Product.
  • Understanding key requirements of the client and suggesting them the best possible solutions.
  • Responsible for assessing control efficiency and delivering quality output in line with the service level agreement with the client.
  • Ensured positive customer experience by proactively managing and growing customer relationships
  • Suggesting the resellers about the various New features that can be provided to the existing/non-existing clients.
  • Drive Engagement, strong user adoption, and churn mitigation.
  • Track accounts to identify churn risk and work proactively to eliminate that risk.
  • Up-selling and cross-selling services.
  • Helping the Clients with Integration of 3rd party services like Channel Manager, Payment Gateway, Trip Advisor services.
  • Listened attentively to client feedback and worked with product development team to introduce new services.

Shift Lead for Customer Relation Executive Team

Hotelogix Pvt Ltd.
10.2016 - 09.2017
  • Handled the Team of 6 Chat/Email Representatives.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Trained new personnel regarding company operations, policies, and services.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered excellent customer service, resulting in a consistently good customer satisfaction rating for the Team members.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols and new features of the Product.

Customer Relation Executive

Hotelogix Pvt Ltd.
04.2016 - 09.2016
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Consulted with Third parties to resolve discrepancies and create effective solutions.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
  • Quickly and accurately answered customer questions, suggested effective solutions, and resolved issues to increase customer satisfaction.

Education

Master of Arts - Marketing And Innovation

Anglia Ruskin University
London
08.2014 - 09.2015

Post Graduate Diploma in Business Administration -

Cardiff Metropolitan University
Cardiff.
09.2013 - 09.2014

Bachelor of Commerce -

University of Delhi
Delhi.
05.2008 - 06.2011

Skills

    Customer On-Boarding

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Timeline

Customer Success Manager

Adobe Systems Inc.
02.2022 - Current

Customer Success Manager

Credgenics
12.2021 - 02.2022

Account Manager

Hotelogix Pvt Ltd.
10.2017 - 12.2021

Shift Lead for Customer Relation Executive Team

Hotelogix Pvt Ltd.
10.2016 - 09.2017

Customer Relation Executive

Hotelogix Pvt Ltd.
04.2016 - 09.2016

Master of Arts - Marketing And Innovation

Anglia Ruskin University
08.2014 - 09.2015

Post Graduate Diploma in Business Administration -

Cardiff Metropolitan University
09.2013 - 09.2014

Bachelor of Commerce -

University of Delhi
05.2008 - 06.2011

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Sonam AroraCustomer Success Account Manager