Hi, I’m
SUNNY KHANNA
Client Success Leader | Corporate Implementation & Strategic Account Management
NCR
Summary
Strategic leader with over 20 years of experience in the travel industry, including 10+ years of international expertise centered in Singapore where I managed key markets in the US, UK, and Asia. Currently spearheading the management of a high-value portfolio of blue-chip corporate accounts at American Express Global Business Travel (GBT). Expertise lies in driving program optimization, strategic cost savings, and aggressive client retention and expansion. I offer a unique dual-perspective, combining a technical background in End-to-End Implementation Management with the elite service standards of Amex Centurion Relationship Management. A proven specialist in navigating complex Global TMC environments to deliver scalable, compliant, and technology-driven travel solutions for multinational organizations.
Overview
20
years of professional experience
3
Certifications
Work History
American Express Global Business TravelGurgaon
Client Manager
07.2024 - Current
Job overview
- Strategic Portfolio Oversight: Manage a high value mid-market, diverse portfolio exceeding US$50M in annual travel spend for blue-chip corporate accounts across Australia, serving as the lead strategic consultant for C-suite stakeholders and procurement heads.
- Program Optimization & ROI: Deliver measurable financial impact by uncovering substantial cost-avoidance opportunities and implementing data-driven strategies to streamline operational efficiency and program adherence.
- Retention & Service Excellence: Maintained a 96% client retention rate across assigned accounts by delivering high-touch consultative service and successfully deploying targeted travel products and ancillary services.
- High-Impact SBR Facilitation: Lead comprehensive Monthly, Quarterly, and Annual Strategic Business Reviews (SBRs), leveraging data analytics to present performance trends, program roadmaps, and actionable insights for future travel program enhancements.
- Complex Resolution & Crisis Management: Spearhead the resolution of high-level escalations by collaborating with cross-functional teams (Operations, Supplier Relations, GDS Support) to perform root-cause analysis and deliver long-term structural solutions.
- Stakeholder Engagement & Onboarding: Execute end-to-end client onboarding and roadshows, ensuring seamless technology adoption (Concur, Neo) and high user engagement through structured training and change management initiatives.
- Revenue Growth & Cross-Selling: Proactively identify and capture opportunities for portfolio expansion, successfully cross-selling supplementary travel technologies and premium servicing models to deepen account penetration.
- Digital Transformation & Salesforce Excellence: Maintain a 100% accurate Salesforce (CRM) ecosystem, utilizing the tech stack to monitor account health, forecast retention risks, and ensure data integrity for executive reporting.
- Lead team meetings focused on continuous improvement, fostering an environment of open dialogue and constructive feedback among team members.
- Established trust with clients through consistent follow-up and a commitment to understanding their unique business needs.
American Express Global Business TravelGurgaon
Implementation Project Manager
08.2022 - 06.2024
Job overview
- Strategic Client Onboarding: Spearheaded the end-to-end implementation and deployment of SME and mid-market corporate accounts, ensuring a seamless transition from Sales to steady-state Account Management.
- Consultative Program Design: Led comprehensive discovery and program review sessions to align travel technology (OBTs) and policy configurations with specific client business objectives and cost-saving targets.
- Cross-Functional Project Leadership: Acted as the central Project Lead, coordinating between Sales, Operations, and Technology teams to ensure milestone delivery, stakeholder accountability, and 'On-Time/In-Full' deployment.
- Risk Mitigation & Crisis Resolution: Proactively identified and managed project risks, performing root-cause analysis and executing escalation protocols to resolve technical or service gaps before they impacted the client experience.
- Change Management & Communication: Developed and executed high-impact communication strategies and roadshows to drive user adoption and ensure client stakeholders were fully equipped to manage their new travel ecosystem.
- Process Optimization: Contributed to the continuous improvement of implementation frameworks, reducing deployment timelines and enhancing the 'speed-to-value' for new corporate contracts.
- Successfully spearheaded over 100+ complex deployments annually within an Agile framework. Leveraged a deep understanding of the project lifecycle to ensure seamless technical integrations, high-velocity delivery, and superior program stability.
Stay Vista, GurgaonGurgaon
Lead – Account Manager
03.2022 - 08.2022
Job overview
- Portfolio Leadership: Directed a regional account management team to deliver high-touch service for a luxury portfolio, ensuring 100% stakeholder alignment and owner satisfaction.
- Financial Oversight: Managed regional budgets through rigorous cost-benefit analysis and annual financial planning to optimize portfolio profitability.
- Strategic Relationship Management: Served as the primary consultant for high-net-worth (HNW) partners, resolving complex escalations and implementing operational improvements to protect brand reputation.
- Delivered compelling presentations showcasing products or services tailored to prospective clients'' specific requirements.
- Coordinated cross-functional teams to develop customized solutions for clients, meeting their unique needs and objectives.
- Created comprehensive reports detailing account performance, providing valuable insights for clients and internal stakeholders alike.
American Express Inc., SingaporeSingapore
Relationship Manager
07.2015 - 11.2021
Job overview
- Strategic Portfolio Management: Managed high-net-worth (HNW) accounts for the elite Centurion segment, serving as a dedicated consultant for complex financial, travel, and lifestyle requirements.
- Revenue Optimization: Executed consultative growth strategies to drive portfolio expansion, successfully upselling premium services by identifying value-add opportunities tailored to client profiles.
- Data-Driven Value Propositions: Analyzed account health and spend patterns to design bespoke tactical offers, accelerating business growth and deepening client loyalty.
- Full-Lifecycle Account Governance: Oversaw end-to-end account integrity, including regulatory compliance (KYC), credit risk management, and financial dispute resolution.
Subject Matter ExpertSingapore
Subject Matter Expert
07.2015 - 08.2017
Job overview
- Business Intelligence & Spend Analysis: Monitored card member spend patterns to identify trends, providing actionable insights and data-driven recommendations to the leadership team.
- Operational Excellence: Conducted rigorous auditing of quotes and bookings to ensure accuracy and service quality, advising stakeholders on tactical 'value injections' to optimize account performance.
- Managed time efficiently in order to complete all tasks within deadlines.
BCD Travel (Apple), SingaporeSingapore
Senior Travel Consultant
10.2014 - 07.2015
Carlson Wagonlit Travel, Singapore
Travel Consultant
03.2011 - 10.2014
EXL Services India, Gurgaon
Sr. Analyst
03.2010 - 03.2011
American Express India (P) Ltd., Gurgaon
Sr. Travel Analyst
05.2007 - 03.2010
Cambata Aviation IGI Airport, New Delhi
Sr. Traffic Assistant
02.2006 - 05.2007
Education
University of DelhiIndia
Bachelor of Commerce from Accounting
03.2005
Skills
Strategic Account Management
Global Program Optimization
Revenue Growth & Portfolio Expansion
Contract Negotiation & Procurement
UHNW Relationship Management
OBT (Concur, Neo, Serko), GDS (Sabre)
Data Analytics & Insights Strategy
Salesforce & Tech Stack Integration
Strategic Business Reviews (SBR)
Cross-Border Stakeholder Management
Certification
Accredited Travel Associate | NATAS (National Association of Travel Agents Singapore) | Distinction
Timeline
Client Manager
American Express Global Business Travel
07.2024 - Current
Implementation Project Manager
American Express Global Business Travel
08.2022 - 06.2024
Lead – Account Manager
Stay Vista, Gurgaon
03.2022 - 08.2022
Relationship Manager
American Express Inc., Singapore
07.2015 - 11.2021
Subject Matter Expert
Subject Matter Expert
07.2015 - 08.2017
Senior Travel Consultant
BCD Travel (Apple), Singapore
10.2014 - 07.2015
Travel Consultant
Carlson Wagonlit Travel, Singapore
03.2011 - 10.2014
Sr. Analyst
EXL Services India, Gurgaon
03.2010 - 03.2011
Sr. Travel Analyst
American Express India (P) Ltd., Gurgaon
05.2007 - 03.2010
Sr. Traffic Assistant
Cambata Aviation IGI Airport, New Delhi
02.2006 - 05.2007
University of Delhi
Bachelor of Commerce from Accounting