Sahil Midha

Customer Success Executive (Bilingual - English & Spanish)

• Deliver product demos to prospects, showcasing key features and addressing client needs.
• Build and maintain strong relationships with new and existing clients to drive satisfaction and retention.
• Conduct engaging webinars to educate clients on product use and industry trends.
• Minimize churn by addressing at-risk clients and implementing solutions to improve retention.
• Drive business expansion through upselling and cross-selling opportunities.
• Re-engage delinquent and inactive users, restoring account activity.
• Manage escalations, working with internal teams to resolve complex issues promptly.

• Led a high-performing e-commerce team, overseeing attendance and ensuring growth through training and development.
• Managed team performance, ensuring targets and SLAs were met.
• Implemented process improvements that increased efficiency and reduced errors.
• Analyzed performance data and collaborated with cross-functional teams to optimize operations.
• People manager(Leading a group of 18 teammates)

• Last role in the organization as an assistant manager
• Worked in a US telecommunication billing process
• Handled billing through voice, chat & emails
• People manager(Leading a group of 18 teammates)
• Works closely with the client, quality team, training, WFM & other support functions
• Escalation management with end to end ownership

Dedicated Account Manager for Order-to-Cash Management in FMCG Client Accounts