Summary
Overview
Work History
Education
Skills
Certification
Software
Timeline
GeneralManager
Roney Sasi

Roney Sasi

Customer Success Manager/ Account Manager/Renewal Manager

Summary

I recently moved to Dublin and now hold a Stamp 1G visa, which allows me to work in Ireland as my wife, a permanent employee at CHI Hospital in Dublin sponsors me. With over 9 years of experience in renowned organizations such as American Express and Ship Bob, I hold an MBA in Sales and Marketing, complemented by a Cisco Certification in Customer Success Management. In my pursuit of continuous growth and skill enhancement, I have pursued specialized certifications from Salesforce.com, including expertise in Reports, Dashboards, and Customer Success within the Salesforce platform, as well as achieving certification as a Sales Force Operational Professional. Additionally, I've undertaken targeted courses on Customer Success fundamentals and strategies for reducing churn and boosting retention from Udemy. I have exceptional client and account management skills, consistently delivering outstanding service and building long-term relationships with my clients. My expertise includes strategic planning, proactive communication, and innovative problem-solving. I specialize in SaaS e-commerce,3 PL logistics, and finance.

Overview

9
9
years of professional experience
3
3
Certifications
3
3
Languages

Work History

Merchant Success Specialist( 3PL)

SHIPBOB
4 2022 - 02.2024
  • Portfolio Management: Oversaw a diverse portfolio of 25 small and medium enterprise clients at Ship Bob, a prominent
    3PL startup company in the US, specializing in cloud-based solutions within the Software as a Service(SaaS) sector. Customer base across North America, EMEA, and Australia.
  • Customer Guidance: Provided comprehensive support as Client liaison in D2C and B2B order preparation with the SLA,
    encompassing Amazon FBA and FBM orders, inventory planning, promotional activities, campaign management, and
    forecasting peak season roadmaps to build the brand. Implemented optimization strategies leveraging API Platforms such as Shopify, Magento, Woo-commerce, Big Commerce, NetSuite, and other integrations
  • .Churn Mitigation: Achieved zero churn for three consecutive quarters through strategic initiatives, including bi-weekly
    health check calls and quarterly business reviews. Proactively manage key performance indicators and forecast for peak
    seasons, ensuring optimal customer retention.

Key Account Manager (Renewal)

AMERICAN EXPRESS
01.2018 - 12.2022
  • Increased Credit Card Sales Volume: Established and nurtured trusted advisory relationships with corporate fintech
    accounts, implementing upselling strategies that led to a remarkable 130% increase in credit card sales volume.
  • Boosted Revenue: Spearheaded initiatives resulting in a 150% boost in revenue by strategically promoting premium credit
    card product usage to existing clients, significantly contributing to a client retention rate exceeding 95%.
  • Exceptional Customer Satisfaction: Demonstrated adeptness in identifying customer-first success trends and
    implementing best practices, consistently maintaining high Net Promoter Score (NPS) ratings, indicative of exceptional
    customer satisfaction.
  • Top Performer Award: Orchestrated the management of KPI, including NPS, CSAT, Account Retention, Logo
    Retention, Portfolio Growth, and Product Adoption Ratio, culminating in the receipt of the prestigious 'Top
    Performer Award' for surpassing sales targets.

Master Customer Care Professional(Upselling Credit Cards)

AMERICAN EXPRESS
01.2015 - 01.2018
  • Customer Service Excellence: Demonstrated mastery in addressing customer interaction queries including lost credit
    cards, fraud prevention, balance inquiries, disputes, replacement cards, and digital payment issues in a BPO environment. Ensured prompt and effective resolution, enhancing customer satisfaction and loyalty.
  • Sales Performance: Surpassed monthly credit card sales goals consistently, achieving a remarkable 110% over
    achievement, and excelled in meeting daily upselling and cross-selling objectives, particularly in premium credit card
    offerings.
  • Compliance and Quality Assurance: Maintained impeccable compliance with regulatory standards and internal quality
    assurance protocols. Upheld strict adherence to company policies and procedures, ensuring ethical and transparent sales
    practices.
  • Performance Metrics: Achieved outstanding performance in key metrics including Net Promoter Score (NPS), Customer
    Satisfaction (CSAT), and value generation. Reflected a high level of proficiency in both customer service and sales domains,
    contributing to overall business success.

Education

Sales and Marketing Management -

Amity University

Bachelor of Arts - undefined

Chandra Mohan Jha University

Cisco Certified CSM - undefined

CISCO

Fundamentals of Customer Success Management - undefined

UDEMY

How to Reduce Churn and Increase Retention - undefined

UDEMY

Skills

Relationship Building

undefined

Certification

Cisco Licensed Customer Success Manager, CSCO14503608

Software

Jira

Salesforce

Slack

Power BI

Zoom

Microsoft Outlook

Outreach

Timeline

Key Account Manager (Renewal)

AMERICAN EXPRESS
01.2018 - 12.2022

Master Customer Care Professional(Upselling Credit Cards)

AMERICAN EXPRESS
01.2015 - 01.2018

Sales and Marketing Management -

Amity University

Bachelor of Arts - undefined

Chandra Mohan Jha University

Cisco Certified CSM - undefined

CISCO

Fundamentals of Customer Success Management - undefined

UDEMY

How to Reduce Churn and Increase Retention - undefined

UDEMY

Merchant Success Specialist( 3PL)

SHIPBOB
4 2022 - 02.2024

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Roney SasiCustomer Success Manager/ Account Manager/Renewal Manager