Summary
Overview
Work History
Education
Skills
Certification
Awards
Timeline
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Vaibhav Shrotria

Vaibhav Shrotria

Delhi

Summary

A highly motivated and adaptable Customer Success Manager with over 15 years of experience across Technology and Operations. Proven expertise in global client engagement, service delivery, cost transformation, and strategic account expansion. Demonstrated ability to lead cross-functional teams, reduce churn, improve adoption, and ensure exceptional client satisfaction. Strong experience in both customer-facing and technical roles, driving operational excellence and business value.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Customer Success Manager | Regional Head, APAC

AlgoSec
06.2022 - Current
  • Lead strategic engagement with customers including QBRs, product adoption, and expansion strategies
  • Drive health checks, use-case sharing, and recertification programs to ensure high product utilization
  • Manage pre-sales engagement for key accounts and drive ARR through cross-functional collaboration
  • Ensure seamless onboarding, stakeholder training, and executive alignment across the region
  • Discover and scope new business opportunities within existing client ecosystems
  • Conduct surveys, feedback loops, and proactive success campaigns
  • Travel onsite quarterly or as required to support critical customers
  • Account Portfolio: $23 Mn (Book size), $30 Mn (Regional)

Customer Success Specialist

British Telecom (Eserv India Pvt. Ltd.)
11.2013 - 06.2022
  • Elevated CSAT from 6.3 to 9.1, leading to referenceable accounts
  • Drove upsell, cross-sell, and churn mitigation initiatives
  • Designed customer success plans, led account QBRs, and trained internal teams
  • Managed complex transitions (e.g., Brazil to India operations desk) and introduced new technologies (e.g., Zscaler, SD-WAN)
  • Responsible for network operations across NA, APAC, and Europe
  • Key contributor to BCP, inventory tracking, and end-to-end incident/change/problem management
  • Led initiatives for NPS improvement and survey execution
  • Projects: FMCG & GBFM Accounts

Senior Analyst (Global NOC)

HCL Technologies Ltd.
09.2011 - 11.2013
  • Network admin for India-based corporate and regional offices
  • Managed configuration and troubleshooting of Cisco routers/switches
  • Responsible for outage reports, network performance, and SLA coordination
  • Ensured 99.99% uptime and handled escalations with providers like Airtel, BT, Sprint, Verizon, etc.
  • Implemented HP NNM, coordinated incident resolution, and documented SOPs and workflows

Education

B.Tech - Computer Science

Guru Gobind Singh Indraprastha University
05-2011

Skills

  • Functional Skills: Churn Reduction, Customer Adoption, SLA & Incident Management, Service Delivery & BCP, Client Engagement, Upsell & Expansion
  • Management Skills: People Management, Account Management, Contract Reviews, Customer Onboarding, Process Documentation, P&L Ownership
  • Soft Skills: Initiative-taking, Keen Learner, Analytical Thinking, Communication & Empathy, Customer Retention

Certification

  • Cisco Certified Network Associate (CCNA)
  • Cisco Certified Network Professional (CCNP – Routing & Switching)
  • ITIL v4 Certified
  • Six Sigma – Yellow Belt
  • VMware Certified Associate – Data Centre Virtualization

Awards

Employee of the Year – FY 22-23 & FY 23-24 (AlgoSec), Consistently rated “Brilliant” in annual reviews, “You’re Brilliant” Award – BT Service Assurance, “Comnet Jewel” award – HCL O2 League

Timeline

Customer Success Manager | Regional Head, APAC

AlgoSec
06.2022 - Current

Customer Success Specialist

British Telecom (Eserv India Pvt. Ltd.)
11.2013 - 06.2022

Senior Analyst (Global NOC)

HCL Technologies Ltd.
09.2011 - 11.2013

B.Tech - Computer Science

Guru Gobind Singh Indraprastha University

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Vaibhav Shrotria