SAM ARORA
Toronto,ON
Summary
Experienced Expansion Manager with a proven track record in customer success and renewals. 10+ years of experience in identifying opportunities for account expansion and implementing strategies to drive revenue growth and renewals. Skilled in cross-functional collaboration and problem-solving to ensure customer success and retention. Seeking to leverage expertise to drive positive outcomes for a dynamic organization.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Netwrix
10.2020 - Current
- Manage a portfolio of enterprise clients throughout customer lifecycle including renewals and expansion
- Monitor customer usage data, health indicators and growth opportunities, translating into strategies for success and expansion
- Develop customer success plans and strategies to maximize customer value and success
- Negotiate contracts and agreements with clients to maximize profits
- Analyze customer data to identify trends, develop action plans, and optimize processes
- Collaborate with cross-functional teams to develop pricing models that meet customer needs while maximizing profitability
- Identify opportunities for process improvements by analyzing current customer engagement practices
- Develop and implement customer success strategies to improve retention rates and reduce churn
- Hire, onboard and mentor new CSMs.
Senior Manager – Customer Success
Vision Critical
03.2019 - 10.2020
- Manage a portfolio of 20 enterprise customer accounts and consult customers in their journey to bring value and increase their ROI through their adoption of VC's Sparq platform
- This includes renewing and expanding the accounts
- Develop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers
- Develop relationships with influential users in a customer organization and convert them into platform champions
- Understand customers' business challenges and industry trends and consult on how VC can help them achieve their objectives
- Implement standard methodologies in market research across a variety of use cases and industry verticals
- Establish success plans that clarify customer goals and enable them to measure their progress via business review to celebrate positive outcomes and see opportunities for growth
- Monitor and present customer health metrics, prepare content that educates users on how to fully utilize the platform
- Collaborate cross-functionally and advocate for the needs of customers to leaders in different departments
- Raise critical customer concerns internally and mobilize resources to resolve issues
- Monitor product engagement and intervene as early as possible when risks and problems arise
- Mentor and onboard new CSMs.
Senior Manager – Customer Success
Limelight Platforms
06.2017 - 12.2018
- Helped build the Customer Success Division from scratch
- This included reviewing and analyzing data, creating and implementing processes for the team and onboarding new CSMs
- Responsible for onboarding, owning end to end implementation and management of a portfolio of Fortune 100 clients – including RBC, Scotiabank, Porsche, BMW
- Manage and maintain relationship between the clients and various teams within Limelight by reviewing and maintaining client metrics
- Deliver and communicate customer ROI during the client lifecycle
- Conduct formal online or face to face demos, user trainings and provide sales support
- Setup client deliverables, implementation timelines, SOP's, Strategic Account Plans (SAP's) for effective onboarding and user adoption
- This includes project billable hours, efficiencies and profitability tracking
- Review quarterly usage and conduct strategic business reviews
- Support any or all sales related activities and demonstrations when new features or functionalities are requested
- Create success plans and set revenue goals to maximize all business opportunities and look for any red flags within the client relationship
- Work closely with the Product Development team to define the roadmap and share customer feedback for requested enhancements
- Act as a strategic account owner and work with the Sales team to support, maintain and strengthen customer account and relationship.
Regional Manager, Technology Solutions and Partner Success Asia Pacific
BCD Meetings & Events
10.2015 - 05.2017
- Responsible for managing and coordinating support for BCD technology with 12 partner countries, 5 wholly owned partners and customer accounts across APAC
- This included SMM implementation, onboarding customers/partners onto SaaS solutions
- Responsible for driving technology adoption and defining the technology solutions strategy for various teams to enhance client experience
- Implement new business strategies for existing client/partner accounts and act as a vital part of the Sales team
- Drive loyalty and maximize client retention by liaising with the global teams and conducting quarterly, bi-annual and annual business reviews for the clients
- Achieve the set revenue goals set and identify sales opportunities with internal and external clients
- Track results and projects to provide ROI for internal and external customers and implement processes to maintain a clear communication with them
- This includes creating monthly/quarterly reports, business plans and newsletters
- Responsible for timely delivery of all projects within the approved budgets to meet customer requirements and SLAs.
Asst. Manager, Client Success
CVENT Inc.
11.2014 - 09.2015
- Overseeing the management and growth of the Customer Success team and project management processes
- Monitoring team performance and conducting performance evaluations
- Enable the team to own the customer relationship; define customer goals, and drive adoption
- Manage a team of high-performing Customer Success Consultants, including regular one-on-one meetings with focus on professional development
- Participate in adoption initiatives and assist the team & leadership with project management
- Collaborate with U.S
- Office and potentially travel to ensure consistency across international teams.
Client Relationship Lead
CVENT Inc.
01.2012 - 11.2014
- Strategic consulting of Cvent products and services with the clients
- Account Implementations and Supplier Management
- Aiding clients in their day to day work in event management and also responsible for conducting online and onsite trainings
- Analyzing client needs, implementing best practice techniques, product training specific as per client needs
- Working with the product development team and act as liaison between them and the client for new requirements.
Sr. Product Consultant
CVENT Inc.
03.2009 - 01.2012
- Started as a Product Consultant and moved up the ranks in a year
- Manage and help clients in optimizing their use of Cvent's Event Management Software
- Specific duties include: Addressing existing client questions or concerns on the event management and survey product via phone and emails
- Build and sustain strong effective customer and partner relationships by identifying value engineering and cost reduction initiatives
- Conduct web-based live online trainings for new clients that come on board
- Effectively take part in recruitment for the team every year to hire the best potential to grow the DNA in the organization.
Education
Bachelor of Business Administration -
SAIT
Calgary, Canada04.2007
Skills
- Strategic Planning & Relationship Building
- Revenue Growth & Expansion
- Renewals & Retention
- Solution selling
- Customer Portfolio Management
- Key Account Management
- Team & Operations Management
Certification
- Advanced Customer Success Manager Certified Professional - Gainsight
- MEDDICC: Sales Qualification Process - Force Management
References
References available on request.
Timeline
Customer Success Manager
Netwrix
10.2020 - Current
Senior Manager – Customer Success
Vision Critical
03.2019 - 10.2020
Senior Manager – Customer Success
Limelight Platforms
06.2017 - 12.2018
Regional Manager, Technology Solutions and Partner Success Asia Pacific
BCD Meetings & Events
10.2015 - 05.2017
Asst. Manager, Client Success
CVENT Inc.
11.2014 - 09.2015
Client Relationship Lead
CVENT Inc.
01.2012 - 11.2014
Sr. Product Consultant
CVENT Inc.
03.2009 - 01.2012
Bachelor of Business Administration -
SAIT
- Advanced Customer Success Manager Certified Professional - Gainsight
- MEDDICC: Sales Qualification Process - Force Management
Similar Profiles
Nicole DawesNicole Dawes
Content Marketing Specialist at NetwrixContent Marketing Specialist at Netwrix
Jacquelyn McGovern- ChiapponeJacquelyn McGovern- Chiappone
Customer Success Manager at NetwrixCustomer Success Manager at Netwrix
Michael WyattMichael Wyatt
Team Leader Manager at NetwrixTeam Leader Manager at Netwrix