Headline

Enterprise Account Management | Customer Success Manager | Client Retention & Growth | Business Process Optimization | Service & Logistics Industry

About

Customer Success Manager with 7+ years of experience managing enterprise accounts across logistics and service industries. I specialize in driving client retention, improving engagement, and enhancing customer experience through structured onboarding, proactive relationship management, and process optimization. Currently at iThink Logistics, I manage enterprise clients end-to-end, focusing on long-term value creation, reducing escalations, and improving overall account performance. Key highlights: • Managed 20+ enterprise clients ensuring high retention and engagement • Improved client engagement by 35% through structured onboarding and lifecycle management • Reduced escalations by 30% via proactive issue resolution and process improvements I am also certified in Business Analysis & Process Management, with a strong focus on identifying process gaps, improving workflows, and driving data-backed decisions. Open to opportunities in: • Customer Success (SaaS / B2B) • Enterprise Account Management • Customer Experience / Operations • Business / Process Analyst roles

Location

New Delhi

Work experience

Enterprise Account Manager at iThink Logistics, Jul 2025 - Present · 11 mos, Gurugram, • Owned end-to-end lifecycle of enterprise accounts, focusing on retention, engagement, and long-term value creation • Acted as primary point of contact for high-value clients, ensuring seamless communication and issue resolution • Drove client engagement initiatives to enhance account performance and satisfaction • Reduced escalations by 30% through proactive issue resolution and structured problem-solving • Identified process gaps and worked with cross-functional teams to improve service efficiency

Enterprise Account Manager at Blue Dart, Jan 2024 - Jul 2025 · 1 yr 7 mos, Delhi, India, • Managed high-value B2B and B2C enterprise accounts, ensuring strong retention and engagement • Delivered tailored logistics solutions (FTL, PTL, express) to optimize client operations • Improved customer satisfaction (CSAT) and engagement across enterprise accounts • Coordinated with internal teams and vendors to enhance service delivery and reduce client issues

Key Account Manager – Customer Success at Yogichakra Global Pvt Ltd, Jul 2020 - Dec 2023 · 3 yrs 6 mos, Delhi, India, • Owned key accounts and drove customer success initiatives to improve retention and engagement • Led onboarding and training sessions, increasing product adoption • Conducted competitive analysis to refine account strategies • Proactively resolved client escalations, improving overall experience

Technical Support Executive at Concentrix, Jun 2017 - Jan 2020 · 2 yrs 8 mos, Gurugram, • Provided end-to-end technical support to international clients via calls ensuring high customer satisfaction. • Resolved technical product issues, improving customer experience. • Consistently achieved high CSAT scores by delivering timely and effective issue resolution • Diagnosed and resolved technical issues efficiently, reducing repeat contacts and improving first-call resolution (FCR)

Education

Bachelor's degree, Humanities/Humanistic Studies, Delhi University

Humanities/Humanistic Studies, New Green Field School - India