Shweta Chouhan (Marathe)

Business Development Executive

Bengaluru, Karnataka, India19 yrs 1 mo experience

Most Likely To SwitchAI ML Practitioner

Key Highlights

14 years of experience in customer success management
Achieved 100 NPS for two consecutive years
Expert in churn analysis and customer retention strategies

Stackforce AI infers this person is a Customer Success Management expert with a strong focus on enterprise solutions.

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Skills

Core Skills

Customer RetentionCustomer SatisfactionAccount ManagementChurn Control

Other Skills

Customer Lifecycle ManagementRevenue ManagementRetentionCustomer ExperienceChurn ManagementContract RenewalsBusiness Relationship ManagementDigital Portal DevelopmentChurn AnalysisService Improvement PlanningRevenue ProtectionComplaint ManagementCross Sell/UpsellIssue ResolutionCustomer Feedback

About

Customer success management professional with 14 years of rich experience in account management, contract management, contract negotiations, cross sell/up-sell, revenue management, renewals & retention, churn analysis & control, service management, C-Sat, NPS, for large enterprise customers. Worked as process consultant for various internal projects. Unique and rare accomplishment of achieving 100 NPS for two consecutive years. ITIL –V3 certified MBA in Marketing from University of Pune (2007- 2009)

Experience

19 yrs 1 mo

Total Experience

3 yrs 10 mos

Average Tenure

3 yrs 11 mos

Current Experience

Cisco systems (india) private limited, bangalore

Enterprise Sales Renewals Manager

Jul 2022 – Present · 3 yrs 11 mos

Tata communications

2 roles

Senior Customer Success Manager

Oct 2019 – Aug 2022 · 2 yrs 10 mos · Bengaluru Area, India

Responsible for customer lifecycle management
Revenue management, retention and faster revenue realization for strategic accounts worth INR 900mn
Enhancing customer experience that leads to better NPS
Training internal stakeholders on churn management and other processes

Customer Lifecycle ManagementRevenue ManagementRetentionCustomer ExperienceChurn ManagementCustomer Retention+1

Manager- Renewals and Retention

Mar 2016 – Jul 2022 · 6 yrs 4 mos · Bengaluru Area, India

Responsible for timely contract renewals using different negotiation tools and control churn to retain revenue
Retaining customers using different retention techniques
Meeting customers and managing business relationship
Developed process for renewing contract through digital portal at organizational level

Contract RenewalsChurn ControlBusiness Relationship ManagementDigital Portal DevelopmentAccount Management

Airtel

Service Account Manager

Aug 2012 – Mar 2016 · 3 yrs 7 mos · Bengaluru Area, India

Responsible for account management, customer retention, churn analysis & control
Handled strategic accounts worth 500mn INR from IT, ITES, BFSI, M&D segments
Analyzing performance of services & pro-actively planning for service improvement plans
Meeting customers on monthly basis and sharing Quality Service Review Reports
Managing and ensuring customer satisfaction and delight
Responsible for analyzing and reporting of price revisions, billing disputes, service issues, etc.
Complaint management and escalation handling to maintain SLAs

Account ManagementChurn AnalysisCustomer SatisfactionService Improvement PlanningCustomer Retention

Aircel

Relationship Manager

Sep 2009 – Aug 2012 · 2 yrs 11 mos · Pune Area, India

Responsible for account management, customer retention, churn analysis & control
Handled over 350 customers in ROMG, MP & CG
Responsible for revenue protection & enhancement
Managing and ensuring customer satisfaction and delight
Handling Q/R/C
Responsible for analyzing and reporting price revisions, billing disputes, service issues, etc.
Complaint management and escalation handling to maintain SLA
Preparing & sharing service report with platinum customers
Recording daily activity report which is used by top management to understand customer service status

Account ManagementChurn AnalysisRevenue ProtectionComplaint ManagementCustomer Retention

Tata communications internet services ltd.- pune

Manager- Customer Relations

May 2007 – Sep 2009 · 2 yrs 4 mos · Pune Area, India

Responsible for cross sell/upsell, customer retention, issue resolution by coordinating with technical team and
order amendments
Making daily visits to customer sites to resolve service issues & getting feedback
Closely working with technical & sales team to resolve customer service issues
Getting new orders, references & leads and upgrades from existing customers for revenue enhancement
Extracting & sharing Call Daily Report with VoIP customers on monthly basis

Cross Sell/UpsellIssue ResolutionCustomer FeedbackCustomer RetentionAccount Management