Sachin Motreja
Vancouver
Summary
Dynamic customer success leader with over 5 years of experience in account management and operations within the fintech and technology sectors. Proven track record of leading high-performing teams to achieve and exceed performance quotas related to customer retention, expansion, and adoption. Skilled in developing and implementing customer health scorecards and Voice of the Customer programs to drive strategic initiatives and enhance customer satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Operations Specialist
Uber Technologies Inc
12.2022 - 11.2024
- Led a team responsible for onboarding and documentation verification for over 500 independent contractors across British Columbia.
- Implemented process improvements that reduced contractor grievances and customer issues, resulting in a 30% decrease in churn.
- Collaborated with cross-functional teams to troubleshoot escalations related to compliance, logistics, and account support.
- Developed and maintained performance measurement frameworks to ensure consistent, high-impact customer engagement.
- Authored escalation reports are utilized by leadership to identify and address systemic issues.
Senior Marketing Executive
CCAvenue- Infibeam Avenues
04.2018 - 05.2020
- Managed B2B onboarding, account activations, and support ticket resolution for online payment gateway clients.
- Coordinated with risk, compliance, and technical teams to expedite merchant approvals and minimize downtime.
- Developed customer health scorecards and associated playbooks to monitor and enhance customer satisfaction.
- Led Voice of the Customer initiatives to gather insights, and influence product development and customer processes.
Business Development Executive
AppNow Technologies
01.2017 - 12.2017
- Developed and executed customer acquisition strategies, contributing 38% to the company’s annual sales in the Bangalore region.
- Managed the complete sales cycle—from lead generation to contract negotiation—while building long-term client relationships through tailored business solutions.
Education
MBA -
University Canada West
01.2022
BBA - International Business
Jain University
03-2017
Skills
- Customer Success Leadership
- Team Development and Mentorship
- Performance Metrics Management (NRR, Churn Reduction, Customer Engagement)
- Voice of the Customer Programs
- Customer Health Scorecards
- Cross-functional Collaboration
- Process Improvement
- Technical Acumen in SaaS and Fintech Environments
Interships
- Business Development Intern- MayFlower Language services- 01/2017-03/2017
- Marketing Intern- WheelStreet Bike Rental- 10/2016-12/2016
Certification
- Digital Marketing Institute
- MailChimp
- Shopify
- Salesforce
- Project Management
Timeline
Senior Operations Specialist
Uber Technologies Inc
12.2022 - 11.2024
Senior Marketing Executive
CCAvenue- Infibeam Avenues
04.2018 - 05.2020
Business Development Executive
AppNow Technologies
01.2017 - 12.2017
BBA - International Business
Jain University
MBA -
University Canada West
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