Sam Arora
Toronto,Canada
Summary
Experienced Expansion Manager with a proven track record in CX and renewals. 15+ 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
17
17
years of professional experience
1
1
Certification
Work History
Senior Renewals Manager
Netwrix
11.2024 - Current
- Crucial player in ensuring customer retention and driving revenue growth by effectively managing contract renewals, and building strong customer relationships.
- Responsible for driving contract renewals and managing customer relationships during that process. Current BoB is $7.1M USD, including customers like AMEX GBT, BlackBerry, and Peloton.
- Analyze customer usage data and other relevant information to identify opportunities for upsells or cross-sells, or to negotiate better terms based on the value delivered.
- Work closely with account managers and other internal teams to ensure smooth negotiations, and prevent churn.
- Coached, mentored and trained team members in order to improve their job performance.
Customer Success Manager
Netwrix
10.2020 - 11.2024
- Manage a portfolio of enterprise clients throughout customer lifecycle including renewals and expansion. Current BoB is $6.9M USD including The Walt Disney Company, Target, AMEX GBT and KPMG.
- 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 Customer Success Manager
Alida
03.2019 - 10.2020
- Manage a portfolio of 20 enterprise customer accounts namely Shaw, J Crew, Priority Health 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 Customer Success Manager
Limelight Platform
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 APAC
BCD Meetings & Events
10.2015 - 05.2017
- 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.
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.
03.2009 - 11.2014
- Was promoted from Product Consultant in Jan 2012.
- 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.
Education
BACHELOR OF BUSINESS ADMINISTRATION -
SAIT
CALGARY, CANADA04.2007
Skills
- Strategic Planning & Relationship Building
- Customer Portfolio Management
- Revenue Growth & Expansion
- Key Account Management
- Renewals & Retention
- Customer Success, Onboarding & Implementation
- Solution selling
- Team & Operations Management
- Revenue growth strategies
Professional Highlights
- Regional Team Management, Managed 14 teams across APAC, supporting their client onboarding, training and sales cycles. Created and implemented processes to review customer tickets, cutting response time by 40%.
- Increased Sales Revenue, Grew event technology revenue for BCD by 40% by implementing a technology requirement questionnaire before sales meetings.
- Reduced Client Onboarding Time, Helped develop and execute streamlined onboarding process at Alida, cutting onboarding time by 50%.
- High Retention and Renewal Execution Rate, Consistently recognized as a top achiever on quarterly renewals quota and KPIs, significantly reducing churn at Strongpoint, Netwrix.
Websites
Certification
- Advanced Customer Success Manager Certified Professional - Gainsight
- MEDDICC: Sales Qualification Process - Force Management
References
Available on Request
Timeline
Senior Renewals Manager
Netwrix
11.2024 - Current
Customer Success Manager
Netwrix
10.2020 - 11.2024
Senior Customer Success Manager
Alida
03.2019 - 10.2020
Senior Customer Success Manager
Limelight Platform
06.2017 - 12.2018
Regional Manager, Technology Solutions and Partner Success APAC
BCD Meetings & Events
10.2015 - 05.2017
Asst Manager, Client Success
Cvent Inc.
11.2014 - 09.2015
Client Relationship Lead
Cvent Inc.
03.2009 - 11.2014
BACHELOR OF BUSINESS ADMINISTRATION -
SAIT