Riya Malik
Senior Customer Success Manager|Program Manager| Commercial Deal Architect| Strategy |Data Analysis | Pricing |Project Management| Process Improvement | Operations | Analytics | Agile
- Role
- Senior Customer Success Manager at Tata Communications
- Location
- Jersey City, NJ, US
- LinkedIn followers
- 500 followers
About Riya Malik
Proactive and results-driven Customer Success Manager with 10 years of experience in building strong client relationships, driving customer satisfaction, and achieving retention and growth goals. Skilled in onboarding, training, and account management, with a focus on ensuring client success and product adoption. Adept at identifying customer needs and aligning them with tailored solutions to drive mutual value.
Experience
Senior Customer Success Manager
Jul 2022 — Present · Jersey City, NJ, US
Managing a high value portfolio exceeding $20 million in annual revenue, ensuring customer success and satisfaction across all engagements. • Directly contributed to a 25% revenue growth across all accounts through strategic relationship management, upselling, and cross-selling initiatives.• Implemented targeted retention strategies, significantly reducing churn and securing existing revenue streams.• Enhanced customer experience by increasing the Net Promoter Score (NPS) by 25%, fostering stronger brand loyalty.• Spearheaded efforts to boost customer engagement, leading to increased survey participation and actionable feedback.• Built and maintained strong relationships with multiple stakeholders across various tiers, aligning business objectives and fostering long-term partnerships.• Partnered cross-functionally with sales, product, and support teams to deliver tailored solutions and ensure seamless execution of customer initiatives.
Education
Asian Institute of Management
Master of Business Administration (MBA), Business Administration and Management, General
2016 — 2016
DeenBandhu Chhotu Ram University of Science& Technology Murthal
Bachelor of Technology (B.Tech.), Electrical Engineering Technologies
2008 — 2012
Indian Institute of Management, Indore
Master of Business Administration (MBA)
2015 — 2017
Skills
- Test Automation
- Event Management
- Leadership
- Business Process Improvement
- Java
- Test Planning
- Solution Architecture
- Strategic Data Analysis
- Strategy
- Manual Testing
- Requirements Analysis
- Sql
- Core Java
- Testing
- Agile Methodologies
- Team Motivation
- Cross Functional Team Building
- Operations Management
- Team Leadership
- Teamwork
- Regression Testing
- Jsp
- Business Strategy
- Test Cases
- Functional Testing
- Pl/Sql
- C
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