Summary
Overview
Work History
Education
Skills
References
Timeline
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Shreya Joshi

Shreya Joshi

Summary

As an accomplished Customer Success professional with over 7 years of experience, I've successfully steered SaaS initiatives and effectively managed accounts at the enterprise to strategic levels.

Delivering notable results, I achieved :

  • 100% ARR in 2023.
  • 90% ARR in 2022
  • Consistent 9/10 CSAT score
  • YoY revenue growth of 101% in 2020 and 96% in 2021

My adept project management skills have consistently been a key driver of success.

Overview

7
7
years of professional experience

Work History

Customer Success Manager

Zinrelo
07.2022 - Current
  • Successfully led and executed a comprehensive project to overhaul the onboarding experience, resulting in improved Time To Value & CSAT
  • Led the onboarding team from conception
  • Managed the in-person onboarding and EBRs for all new enterprise level North American accounts
  • Delivered data-driven bespoke solutions, resulting in high NPS
  • Conducted periodic user training sessions to support customer understanding and product feature utilization.
  • Created customer support strategies to increase customer retention.

Team Lead - Strategic Accounts

Dineout – Times Internet Ltd
03.2019 - 06.2022
  • Successfully revitalized a challenging non-revenue achieving vertical, turning it into a profitable segment
  • Sold highest number of SaaS Contactless Dining solutions during the pandemic
  • Accountable for generating maximum revenue through B2B SaaS product sales, showcasing a strong ability to identify and capitalize on profitable opportunities
  • Promoted twice in two years, progressing from Assistant Manager to Team Lead.
  • Coached team members in techniques necessary to complete job tasks.

Sales & Marketing Executive

InterContinental Sydney Double Bay
09.2016 - 12.2018
  • Skillfully renegotiated contract terms and production expectations with all existing corporate accounts for 2018, ensuring continued partnerships while maintaining favorable rates
  • Assumed responsibility for the largest corporate account, which held the top revenue-generating position in 2017, effectively managing its success and growth
  • Earned two promotions within two years in distinct departments, reflecting outstanding performance and versatility within the organization.
  • Evaluated market data to develop and create business strategies and marketing plans.

Education

Post Graduate Certificate in Advanced Product Management -

Indian Institute of Management, Kozhikode
12.2022

Masters in International Hospitality Management -

Torrens University Australia
Sydney, NSW
09.2016

Bachelor of Science -

IHM Mumbai
Mumbai, Maharashtra
05.2014

Skills

  • Customer Account Management
  • Contract negotiation
  • Problem Handling
  • Consultative Sales
  • Project Management
  • Strategic Planning
  • Customer Retention
  • Staff Mentoring & Leadership
  • Proficient in JIRA, Salesforce, Smartsheets and Office

References

REFERENCES ON REQUEST

Timeline

Customer Success Manager

Zinrelo
07.2022 - Current

Team Lead - Strategic Accounts

Dineout – Times Internet Ltd
03.2019 - 06.2022

Sales & Marketing Executive

InterContinental Sydney Double Bay
09.2016 - 12.2018

Post Graduate Certificate in Advanced Product Management -

Indian Institute of Management, Kozhikode

Masters in International Hospitality Management -

Torrens University Australia

Bachelor of Science -

IHM Mumbai

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Shreya Joshi