Shivani Arora

Experience

• 

  Orange Business Services

  Sept 2007 - Mar 2009

  Sr.Executive Service Sales

  • Joined GTL as technical consultant where key role was into Implementation, Monitoring and troubleshooting of the Nortel Meridian EPABX ranging from 700 Ports to 2000 Ports. Models handles – Option 11C, 61C, 81C,• First Level telephonic support to all voice customers in the region.• Ensuring 100% efficiency of all equipment’s and assuring 98% uptime for all instruments.• Planning, scheduling preventive maintenance/calibrations of equipment’s and planning daily schedule for up keep of equipment’s and assuring all instruments are running properly.• With technical experience of 2 year slowly moved it to Service sales role where key role was to maintain renewals of complete NCR region and Kolkata.• Looking after the AMCs of Nortel, Juniper, Avaya Global, and Cisco Products.• Developing Service Delivery methodologies for the Client requirements, costing framework &framework for the various kind of proposal in consultation with Service Practice head.• Maintaining the prospects Funnel Database for reviews & planning.• Proactively preparing the Pre- Sales collaterals for the BD activity.Proactively engaging with customers along with BD team for nurturing the potential prospects.• Developing winning proposals for the identified opportunities.• Delivering presentations to the client team on the offerings/ proposed solutions.Customer Relationship Management: - Attend review meetings and addressing issues if any on services Show less

• 

  Aspect Software

  Apr 2009 - Sept 2009

  Support Sales account Manager

  • Handling the global accounts at India level in Enterprise team for strategic role• Selling the Aspect solution to global accounts.• Overall responsibilities of maintaining relationship with direct customer and partners on a regular basis.• Understanding the process for closer and nationally & internationally.

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  AGC Networks

  Jul 2010 - Apr 2013

  Assistant Manager- Service Sales

  • Steering the service sales for various products which includes Voice /Audio Video/ Data/ Information Security Services.• Handling AMC/FMS services & multiyear engagement with customers from North region for Voice, Data & Security domain etc.• Proactively engaging with customers from various domains i.e. IT, ITES, Banking, Manufacturing, Service Providers etc. for nurturing the potential prospects.• Maintaining the prospects Funnel Database for reviews & planning.• Working closely with the principals in order to offer best solution to client. The major principal includes Avaya, Polycom, Juniper, Cisco, Extreme, Nice, Verint, Altitude etc.• Undertake marketing initiatives; Services proposal preparation; bidmanagement and contract negotiation• Enable service delivery; handle project related escalations; ensurecustomer delight• Effective receivable management; maintain healthy cash flow Show less

• 

  Orange Business Services

  May 2013 - Aug 2016

  Account Manager - Services

  • Representing System Integration and Maintenance Services business in North Eastern Region.• Services portfolio includes attached services, Existing Cisco/Avaya/Alcatel/Aruba etc renewals and acquisition of new services from global and domestic customers, up selling and cross selling Existing accounts.• Coordinate with Commercial and finance, legal team to structure the deal for services.• Account specific plan discussion with OEM’s to increase business in the existing account• Account Management, Renewals as well as Farming business, including IT/ITES, Manufacturing, Telcos, BFSI, Govt. with all Key Enterprise and corporate Accounts in North East region• Major alliances include - Sun, HP, IBM, Dell, Netapp, EMC, CA,Array Networks, Trend Micro, Cisco, Nortel, Extreme, Juniper, Nokia-Check Pt. Fortigate, F5, Symantec, Oracle, VMWare, Radware, Riverbed, Polycom, and many more• Regular feedbacks & interactions with customer to work towards Service Improvement Plan and improve customer experience.• Work closely with customer to understand new business requirement, strategic planning and roll out of such solution.• Professional Services & Facility Management Services (FMS), Managed IT Services. Show less

• 

  Tata Communications

  May 2017 - Oct 2022

  Current role is to drive Customer Success through enhanced Customer Experience resulting in protection and enhancing revenue for Tata Communications through effective renewals, churn mitigation, timely and effective SDWIP conversion and driving adoption and consumption of usage-based services. The scope of activities under the current profile are as below:• Own the complete customer lifecycle of onboarding, adoption, expansion and renewal.• Ensure proper delivery, onboarding and adoption of products and services, conduct ongoing compliance & health checks.• Identify opportunities for upselling and cross selling Tata Communications products and services• Develop a clear and concise understanding of the customer needs, strategies, operational maturity and business goals as well as those of the industry in which they function• Collaborate internally with Sales & broader cross functional groups to drive continuous improvement & provide a superior customer experience• Frequent customer visits to strengthen relationships, conduct gap analysis & business/service reviews, report on usage & lead value realization discussions• Participate in projects and initiatives to ensure successful implementation in an accelerated manner and drive realizable revenue• Quality 360-degree life cycle management of the customer account, ensuring meeting / exceeding the NPS• Develop deep relationships within the customer account across functions as well as has an in depth understanding of the customer's business, strategy and focus to create greater value for Tata Communications services thereby enhancingvalue Show less The scope of activities under the current profile are as below:Protecting the existing revenue base through effective and efficientchurn management by exercising control on-Price Erosion, CreditNotes & Churn.Major Activities• Responding to RFPs / RFQs and sending contract renewal proposalsin a timely and professional manner.• Effective negotiation and persuasion to safeguard the identifiedrevenue base.• Offerings value added propositions by means of upsell and cross sellacross the TCL product offering.• Follow through to closure, the renewal order process with thecustomer in conjunction with back end support teams.• Maintaining process hygiene during the renewal life cycle in order toprevent back dated renewals and at the same time identifying andfixing process gaps.• Using proactive and predictive churn models to analyze customerbehavior on an ongoing basis so as to ascertain the threats. Workingwith cross functional teams to mitigate the churn risks.The portfolios handled currently are Contract Renewals and ChurnManagement(under transition to Customer Success Manager Role).Thescope of activities under the current profile are as below:Protecting the existing revenue base through effective and efficientchurn management by exercising control on-Price Erosion, CreditNotes & Churn.Price Erosion:Controlling price Erosion by means of negotiation, up sell and crosssell.Credit Notes:Ensuring process hygiene and adherence to established processes.Retention:Reducing terminations through reactive and proactive measures.Major Activities• Responding to RFPs / RFQs and sending contract renewal proposalsin a timely and professional manner.• Follow through to closure, the renewal order process with thecustomer in conjunction with back end support teams.• Maintaining process hygiene during the renewal life cycle in order toprevent back dated renewals and at the same time identifying andfixing process gaps. Show less

  • Sr. Customer Success Manager

    Oct 2019 - Oct 2022

  • Renewal and Retention Manager

    May 2017 - Sept 2019
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  NTT India Private Limited

  Oct 2022 - now

  Sr. Client Success Manager