---
title: "Serena Franshaw - Program Manager - Global Solutions in Nagpur | Tal"
description: "Meet Serena Franshaw, Program / Account Manager | SaaS Implementation & Client Success | Hospitality Tech | PMS and POS Integrations | Global Delivery based in Nagpur."
image: "https://tal.club/meet/serena-franshaw/share-image"
---

# Serena Franshaw on Tal

## Headline

Program / Account Manager \| SaaS Implementation & Client Success \| Hospitality Tech \| PMS and POS Integrations \| Global Delivery

## About

I'm a results\-driven SaaS Program & Customer Success Manager delivering measurable impact across enterprise and Mid market portfolios\. Skilled in leading end\-to\-end onboarding, complex implementations, and long\-term growth strategy\. I focus on turning signed contracts into tangible business value — improving product adoption by reducing churn through proactive health scoring, and partnering cross\-functionally with Sales, Product, and Support to create seamless customer experiences\. Recognized for strong stakeholder management, structured program delivery, and the ability to align business goals with product capabilities to drive retention and expansion\.

## Location

Nagpur

## Work experience

Program Manager \- Global Solutions at HotelKey, Sep 2024 \- Present · 1 yr 9 mos, United States, \- Lead end\-to\-end SaaS implementation and onboarding programs for global hospitality clients, ensuring smooth deployment across PMS, POS, Payments, Events, and Activity Management platforms\. \- Own program planning, execution, and delivery across multiple workstreams, coordinating cross\-functional global teams \(Implementation, Support, Product, Engineering, Account Management\)\. \- Manage complex API and system integrations including CRS, GDS, payment gateways \(FreedomPay, Elavon, Adyen\), and third\-party hardware/software\. \- Act as the primary escalation owner, resolving high\-priority issues through SLA\-driven communication and proactive risk mitigation\. \- Partner with Product and Engineering teams on sprint planning, release coordination, UAT validation, and post\-release impact tracking\.

IHG \- Technical client success specialist at HotelKey, Apr 2024 \- Sep 2024 · 6 mos, Nagpur, Maharashtra, India, \- Provided Level 2/3 technical support for hospitality systems, databases, and applications\. \- Troubleshot system, application, and data issues, ensuring business continuity for hotel operations\. \- Performed root cause analysis \(RCA\) and documented solutions to reduce repeat incidents\. \- Collaborated with global support and engineering teams to resolve escalations efficiently\. \- Maintained incident reports, SOPs, and knowledge base documentation\.

Customer Service Specialist at Trademarkia, Aug 2023 \- Mar 2024 · 8 mos, India, \- Delivered high\-touch client support and account management, maintaining 95%\+ CSAT\. \- Improved first\-contact resolution by 20% by streamlining workflows and identifying process gaps\. \- Guided clients through onboarding, product usage, and issue resolution, reducing churn risk\. \- Drove revenue growth through consultative upselling and cross\-selling\. \- Trained and mentored new hires on tools, customer communication, and operational best practices\.

## Education

Bachelor's of science, Rashtrasant Tukadoji Maharaj Nagpur University \(RTMNU\)

[View the original profile](https://tal.club/meet/serena-franshaw)

```json
{
  "@context": "https://schema.org",
  "@graph": [
    {
      "@type": "Person",
      "@id": "https://tal.club/meet/serena-franshaw#person",
      "name": "Serena Franshaw",
      "url": "https://tal.club/meet/serena-franshaw",
      "image": "https://tal.club/meet/serena-franshaw/profile-photo.jpg",
      "description": "Meet Serena Franshaw, Program / Account Manager | SaaS Implementation & Client Success | Hospitality Tech | PMS and POS Integrations | Global Delivery based in Nagpur.",
      "jobTitle": "Program Manager - Global Solutions",
      "worksFor": {
        "@type": "Organization",
        "name": "HotelKey"
      },
      "hasOccupation": {
        "@type": "Occupation",
        "name": "Program Manager - Global Solutions"
      },
      "homeLocation": {
        "@type": "Place",
        "name": "Nagpur"
      },
      "alumniOf": [
        {
          "@type": "EducationalOrganization",
          "name": "Rashtrasant Tukadoji Maharaj Nagpur University (RTMNU)"
        }
      ],
      "mainEntityOfPage": {
        "@id": "https://tal.club/meet/serena-franshaw#webpage"
      }
    },
    {
      "@type": "ProfilePage",
      "@id": "https://tal.club/meet/serena-franshaw#webpage",
      "url": "https://tal.club/meet/serena-franshaw",
      "name": "Serena Franshaw on Tal",
      "description": "Meet Serena Franshaw, Program / Account Manager | SaaS Implementation & Client Success | Hospitality Tech | PMS and POS Integrations | Global Delivery based in Nagpur.",
      "dateModified": "2026-06-10T13:55:57.145Z",
      "isPartOf": {
        "@id": "https://tal.club/#website"
      },
      "mainEntity": {
        "@id": "https://tal.club/meet/serena-franshaw#person"
      },
      "primaryImageOfPage": {
        "@type": "ImageObject",
        "url": "https://tal.club/meet/serena-franshaw/profile-photo.jpg",
        "contentUrl": "https://tal.club/meet/serena-franshaw/profile-photo.jpg",
        "caption": "Serena Franshaw profile photo on Tal"
      },
      "inLanguage": "en-IN"
    }
  ]
}
```