Vaibhav Sharma

About Vaibhav Sharma

Customer Success Manager & Operations professional with 9+ years of experience across SaaS, IT, EdTech, and Hospitality.I specialize in:• Customer Success Management• Customer Retention & Renewals• CRM & Ticketing Tools (Zendesk)• SLA & Escalation Management• Onboarding & Time-to-Value• Process & Operations Improvement• Dashboards & Reporting (Power BI)Recent impact:• Reduced SLA breaches by 45% using Zendesk automation• Improved 12-month renewal rate to 90% on ₹8 Cr ARR• Reduced onboarding time from 18 → 7 days• Saved ~2 FTEs weekly through reporting automationExperience across Vepolink Technologies, Coding Ninjas, DSIM, and DoubleTree by Hilton.Currently exploring roles in:Customer Success Manager | CS Operations | CX Operations | & Consulting full-time leadership roles, I take on limited, project-based consulting to help businesses improve lead conversion, customer retention, and operational follow-ups.Recent advisory work includes:• Thiru Elegance – CRM setup, follow-up systems, retention workflows• Radha Raman Automobiles – lead leakage control, dealer follow-ups, repeat business & renewal strategiesThis consulting work is non-conflicting, advisory in nature, and does not impact availability for full-time roles.

Experience

1. Growth & Customer Experience Consultant (Advisory Part-time)

   Independent Consulting

   Jun 2023 — Present

   Providing selective, project-based advisory support to businesses on customer experience, retention, and operational follow-ups.Scope of work includes:• CRM setup and follow-up system design• Lead leakage and missed-call control• Customer retention and repeat business strategies• Renewal reminders and lifecycle communication• Basic reporting and operational dashboardsSelect engagements:• Thiru Elegance – CRM workflows, follow-up discipline, retention processes• Radha Raman Automobiles – dealership lead management, repeat business and service renewal systemsThis role is advisory and part-time, alongside full-time leadership roles.

Education

• Maharishi Dayanand University

  Bachelor's of Hotel Management

  2010 — 2013

• INLEAD (Indian Institute of Learning and Advanced Development)

  Master of Business Administration - MBA

  2013 — 2014

Skills

• Management
• Marketing
• Training
• Customer Service
• Team Management
• Business Development