Vani Malik

VANI MALIK Colchester, UK | - |-| https://www.linkedin.com/in/vanimalik/ PROFILE SUMMARY Strategic Client Success & Transformation Leader with 20+ years of experience driving enterprise account growth, CX optimisation, and digital transformation across SaaS, background screening, and HR services. Proven ability to influence C-level stakeholders, scale service delivery, and lead multi-region programs across EMEA, APAC, and North America. Known for building outcome-driven frameworks that boost retention, expand revenue, and operationalise customer success as a growth engine. 💼 PROFESSIONAL EXPERIENCE Research Officer (CRM & Fundraising Strategy) Essex Business School, University of Essex | Mar 2025 – May 2025 | Part-Time • • Conducted CRM system audit across six departments at Suffolk Wildlife Trust, uncovering adoption gaps, data silos, and workflow inefficiencies. Delivered a 12-month digital transformation roadmap covering integration, automation, training, and governance. Strategic Impact: Recommendations adopted by leadership; roadmap positioned CRM as a strategic engagement platform. Client Success Consultant Guiding Star Consulting Ltd | Aug 2024 – Present | Part-Time • Supported SuccessFactors Architect on SAP HR tech deployments across Europe, focusing on documentation, stakeholder prep, and system mapping. Independent Consultant (Customer Success & Transformation) Remote | Jul 2019 – Dec 2023 • • Advised global clients on post-sale transformation strategy, CRM optimisation, and retention frameworks. Built customer journey models, lifecycle engagement plans, and success metrics for B2B portfolios. International Business Head FBIV Infocomm | Feb 2021 – Jun 2021 • • Led CX transformation and operational scale-up for international markets. Designed cross-region delivery models and scalable client support infrastructure. AVP – Customer Success & Operations AuthBridge Research Services | Jun 2017 – Jul 2019 • • Spearheaded the launch and scale-up of WorkAttest, India’s first centralised B2B employment verification platform. Developed enterprise CX playbooks and led CRM-led client onboarding across BFSI and Fortune 500 accounts. Strategic Impact: Achieved 30% YoY account growth and reduced TAT. Platform became a scalable model for CX delivery. Account Director – APAC (Customer Support & Ops) HireRight | Jul 2015 – May 2017 • • Managed high-value enterprise accounts across APAC; led onboarding, contract negotiation, and renewal cycles. Achieved 137% increase in account value through strategic upselling and consultative engagement. Client Relationship Manager Kroll Associates India | Jul 2007 – Jan 2012 • • Grew client portfolios by 500% through structured account development and stakeholder alignment. Streamlined service operations, reducing turnaround time by 25% and enhancing client satisfaction. 🎓 EDUCATION MBA – Essex Business School, University of Essex (2025) Dean’s Excellence Award (70% tuition scholarship) PGDBA (HR) – Symbiosis Centre for Distance Learning, India BA (French & Philosophy) – Jesus & Mary College, University of Delhi 🛠 CORE COMPETENCIES Customer Success Strategy| CX Transformation| SaaS Enablement| Strategic Client Retention| CRM Optimisation| Global Delivery| Enterprise Account Management| Onboarding Design| Process Automation| Cross-Functional Leadership| Growth Playbooks SELECTED STRATEGIC PROJECTS CRM Digital Maturity Blueprint – Suffolk Wildlife Trust (2025) : Led CRM transformation advisory for a leading UK nonprofit. Conducted organisation-wide audit and delivered a 12-month implementation roadmap covering data governance, automation, integration, and reporting. Platform Launch & Growth – AuthBridge -) : Directed the market launch of WorkAttest, a first-of-its-kind B2B verification platform. Enabled 30% YoY revenue growth through strategic client onboarding and enterprise CX realignment.