Aseem Sharma

CEO

Mumbai, Maharashtra, India19 yrs experience

Key Highlights

Achieved 90% on-time implementation rate for new accounts.
Led a team of 80 members ensuring 24/7 support.
Contributed to a 15% increase in revenue through upselling.

Stackforce AI infers this person is a Customer Success Leader in the SaaS industry.

Contact

Skills

Core Skills

Customer ExperienceBusiness OperationsCustomer RetentionCustomer Experience ManagementProduct AdoptionCustomer SuccessTeam ManagementOperational ExcellenceCustomer Relationship ManagementStakeholder EngagementPerformance MetricsBusiness Development

Other Skills

Analytical SkillsBrain TrainingChief Experience OffiersCommunicationCreative Problem SolvingCrisis ManagementCritical ThinkingCross-SellingCustomer Relationship Management (CRM)Decision-MakingDigital TransformationFinancial PerformanceLarge DealsP&L ManagementPerformance Improvement

About

Leading the Customer Success team at Yatra Online Ltd., my role is twofold: driving key account management and overseeing operations in South India. With a strategic focus on corporate travel, I've been strengthening client relationships and pushing the envelope in business travel solutions. My expertise in CRM has been instrumental in fostering invaluable partnerships and enhancing the overall customer experience. Previously, as Senior Director at ITILITE, I contributed to the company's growth by ensuring high customer satisfaction and retention through effective SaaS solution management. My efforts in driving product adoption and aligning client policies with industry best practices have been pivotal, resulting in a commendable 90% on-time implementation rate for new accounts. These experiences have honed my competencies in business development and customer experience management, underscoring my dedication to delivering excellence in service and innovation.

Experience

Yatra online ltd.

2 roles

Vice President of Customer Success

Promoted

Oct 2024 – Present · 1 yr 5 mos · On-site

Expanded Responsibilities: Heading Key Account Management for Yatra for Business, as well as operations for South India. This dual role allows me to leverage his experience in both account management and regional operations.
Focus on Corporate Travel: Yatra has been strategically shifting towards the more profitable business travel market. Key Account Management aligns with this focus, potentially strengthening Yatra's position in the corporate travel segment.
Client Relationship Management: Strengthening relationships with Yatra's key corporate clients.
Innovation in Business Travel: Driving innovation in business travel solutions, which is one of Yatra's stated goals.
Cross-Selling Opportunities: With Yatra's focus on offering comprehensive travel solutions, including hotels and expense management, Low Fare finder, Invoice management solution and more, I will lead efforts to capitalize on cross-selling opportunities within the corporate client base.
Digital Transformation: As Yatra looks to integrate its Corporate Self Booking Platform and expense, it will be crucial in driving this digital transformation for corporate clients.

Crisis ManagementCreative Problem SolvingStrategic PlanningStrategyBusiness OperationsCustomer Experience+2

AVP Customer Experience and Success

Jun 2023 – Oct 2024 · 1 yr 4 mos · On-site

I lead a dynamic team dedicated to enhancing customer experiences and driving business success. With over 17 years in the industry, I have honed my skills in building strong client relationships and implementing strategic initiatives that boost customer satisfaction and retention. I spearheaded efforts to improve our Net Promoter Score, demonstrating my commitment to delivering exceptional service and understanding customer needs. My role involves collaborating with key stakeholders to identify opportunities for process improvements, resulting in increased efficiency and profitability. I am passionate about leveraging data-driven insights to track customer churn and implement effective strategies to revive and strengthen client relationships. My leadership in managing a team of 80 members ensures 24/7 support and compliance with turnaround time (TAT) targets, which are critical to maintaining high levels of customer satisfaction. I am proud of my ability to drive cross-selling and upselling initiatives, contributing to a 15% increase in revenue.

Business OperationsUpsellingCustomer RetentionCustomer Relationship Management (CRM)P&L ManagementChief Experience Offiers+3

Career break

Travel

Feb 2023 – Mar 2023 · 1 mo · India

Target was to tick one item from my bucket list - Travel (drive through India)

Itilite

2 roles

Head of Customer Success

Aug 2021 – Oct 2022 · 1 yr 2 mos · On-site

As the Senior Director of Customer Success at Itilite Technologies, I was instrumental in ensuring our clients maximized the value from our SaaS solutions. My primary focus was on driving product adoption, conducting comprehensive user engagement sessions, and enhancing client policies to align with best practices. Through effective leadership and collaboration with cross-functional teams, I successfully maximized customer satisfaction and retention, contributing to the company's growth and revenue. During my tenure, I played a pivotal role in acquiring enterprise accounts through strategic pre-sales efforts, achieving a remarkable 90% on-time implementation rate for client accounts. My strong cross-selling and upselling abilities led to a 70% attachment ratio on transactions, significantly boosting revenue. I am proud of the improvements in our Net Promoter Score. Additionally, I implemented strategies that increased the self-booked client rate and maintained an impressive client retention rate of 95%. My commitment to excellence also resulted in a significant reduction in client escalations, from 3.8% to 1.4%, and operational errors, from 4.2% to 0.89%. By streamlining processes, I effectively reduced client calls by 26% and mail interactions from 6 to 3.5 per offline transaction.

Software as a Service (SaaS)Performance MetricsBusiness DevelopmentStakeholder EngagementStrategyLarge Deals+4

Head of Customer Experience

Nov 2019 – Aug 2021 · 1 yr 9 mos · On-site

As the Head of Customer Experience, I was responsible for leading and optimizing the customer experience operations to create a seamless journey for our customers through call/chat/mail management. I ensured that our customer service teams are equipped with the application, processes, and resources they need to deliver exceptional customer experiences. By identifying pain points and opportunities, I drive improvements to enhance customer satisfaction and loyalty, ultimately contributing to the success of the business with testimonials, references and advocacy.

Software as a Service (SaaS)Team BuildingPerformance MetricsCustomer ExperienceChief Experience OffiersStrategy+4

Atb yatra

Associate Vice President -Operations

Apr 2018 – Nov 2019 · 1 yr 7 mos · Bengaluru Area, India · On-site

As the Associate Vice President of Operations at ATB Yatra, I was committed to enhancing customer experiences and driving operational excellence. My role involved collaborating closely with key customers to understand their needs and deliver exceptional service, which led to strong and lasting relationships. I spearheaded projects that analyzed data to identify opportunities for improvement, resulting in enhanced processes and increased efficiency. A significant part of my responsibilities included tracking customer churn and implementing strategies to revive relationships and improve retention. By managing key metrics such as Net Promoter Score (NPS) and Monthly Recurring Revenue (MRR), I ensured that we consistently met and exceeded our business objectives. I provided constant coaching and support to our Business Development and Sales teams, fostering their growth and success. My efforts in advising clients on process improvements for GST input claims and ensuring the right billing processes were in place contributed to our operational success. My focus on developing innovative processes and enhancing compliance and service delivery exceeded customer expectations and achieved company goals.

Performance MetricsBusiness DevelopmentStakeholder EngagementChief Experience OffiersStrategyLarge Deals+6