Sudiksha Arora

SUDIKSHA ARORA Ireo Uptown, Sector 66, Gurgaon, Haryana, India 122018 •- •-• https://www.linkedin.com/in/sudiksha-arora-/ CAREER PROFILE A Customer Success & Key Account leader with over 13 years of experience leading global technology-driven account portfolios across BFSI, retail, hospitality, and QSR sectors. A results-driven strategist with deep expertise in AI/ML-led CRM, SaaS implementation, sales operations, customer retention. Proven track record in managing cross-functional teams, aligning client strategies with technology solutions, and delivering measurable outcomes in complex tech build environments. Recognized for mentoring high-performing teams, driving growth through upsell/cross-sell strategies, and seamlessly integrating digital transformation projects. Adept at liaising with C-suite stakeholders, overseeing full project lifecycles, and aligning operations with strategic business goals. Core Competencies Technology Solution Integration | Product Adoption | Strategic Account Growth | CRM & Loyalty Platforms | Cross Functional Coordination | Team Development & Leadership | KPI Tracking & Reporting | Client Relationship Management | Cross Sell Upsell Execution | Omnichannel Engagement | AI/ML-Driven Insights | P&L and Revenue Growth | Project Governance & Risk Management | Performance Optimization CAREER HIGHLIGHTS ● ● ● ● ● Led cross-functional solution delivery teams, achieving 40% improvement in client retention through strategic lifecycle engagement. Increased product adoption by 30% within 8 months via regular training and enablement modules. Delivered 8% revenue growth by aligning tech builds with upsell/cross-sell opportunities and enhancing value realization. Built and led a team of 8+ CSMs and engineers, reducing onboarding time by 50% and increasing CSAT. Managed 20+ global accounts contributing to 35% of company ARR with integrated CRM, loyalty, and analytics solutions. PROFESSIONAL EXPERIENCE Cartesian Consulting (SOLUS.ai) Associate Director – Customer Success (APAC /INDIA/Africa) • • • • • • Feb 2022 – Nov 2024 Spearheaded tech-led account growth strategy across APAC, delivering scalable CRM and data solutions for brands like Apple India, Club Mahindra, Dominos, and ICICI Prudential, Subway, Bose Led the Adopt, Expand, and Renew phases of the customer lifecycle, achieving a 40% improvement in renewal rates and reducing churn through proactive engagement strategies. Conducted regular QBRs with C-suite executives, providing technical insights and roadmap recommendations. Increased revenue by 8% through upsell and cross-sell opportunities, leveraging AI-Driven data insights to align additional solutions with client needs. Streamlined onboarding processes, reducing go-live timelines by 50%, and enhancing product adoption by 30%. Acted as a key escalation and innovation liaison, resolving client challenges and proposing next-gen solutions SUDIKSHA ARORA Ireo Uptown, Sector 66, Gurgaon, Haryana, India 122018 •- •-• https://www.linkedin.com/in/sudiksha-arora-/ Edenred Accentiv Pvt. Ltd Group Account Manager – Customer Success (APAC/INDIA/GCC) • • • • • Oct 2019 – Jan 2022 Delivered CRM and loyalty solution builds for major clients in education, healthcare, and luxury sectors like Haagen Das, L’Occitane, OYOlife, KIMS Hospital GIIS Managed the Adopt and Expand phases for high-value clients, customizing engagement programs that increased retention and satisfaction. Led post-sales Strategy, facilitating periodic health checks and feedback loops for CRM optimization & Customer engagement. Facilitated API integrations, UAT testing, and migration processes to support custom implementations Facilitated regular training sessions to boost awareness of the program, new feature additions, adoption and engagement. Mobile Programming LLC Sr. Business Development Manager June 2018 – Feb 2019 • • Managed Client relationship with Novartis, Ericsson, and SAP. Client acquisition and business development by direct/indirect sales • Delivered custom IT solution builds with a focus on scalability, data management, and user-centric design. Worked with the team to develop proposals that speaks to the client’s needs, concerns and objectives • Capillary Technologies India Pvt. Ltd. Key Account Manager • • • • Enhanced customer engagement and retention for key accounts, including Apple, ASICS, UCB, W, Vishal Mega mart, Yellow, Lacoste and BIBA through strategic consulting and data-driven insights. Spearheaded CRM and loyalty program strategies, and improving customer lifetime value. Designed omnichannel CRM frameworks and loyalty programs for global retail clients . Conducted product demos and promotional events to communicate benefits of the loyalty program leading enhanced registrations. HCL Infosystems Ltd Sales Manager • • • • May 2015 – May 2018 Jul 2011 – May 2015 Managed Nokia brand sales in the modern trade for various MT partners like Croma, Jumbo, Reliance. Designed Collaterals for in- store branding, POSM and other Visibility solutions to boost sales. Optimized shelf space by securing prime locations for smartphone fixtures and executing targeted promotional initiatives to enhance brand presence. Managed Nokia’s Field Force & Modern Trade teams while implementing structured training programs to enhance product knowledge, sales effectiveness, and target achievement. EDUCATION PGDM Marketing Management from Balaji Institute of Management and Human resource, Pune 2011 BCA, from GGDSD College, Panjab University, Chandigarh 2009