Sarfaraaz Shaikh

Renewals and Customer Success Manager with 10+ years of experience in IT industry, driving revenue growth through subscription(SaaS) and support renewals sales. Proven expertise in Account Management, Customer Retention, negotiations.

Customer Success RepVeeam Software (SAARC Region)Aug’24 – Mar’25● Consistently achieved high customer satisfaction and retention rates bymaintaining strong, trust-based relationships.● Managed strategic and Named customer accounts, ensuring highrenewal rates and upsell/cross-sell opportunities.● Negotiated complex multi-year services contracts● Worked cross-functionally with sales, marketing, and product teams todrive customer success and account growth creating a win-win situationfor all.Associate Renewal Account ManagerIvanti(Erst.Pulse Secure)(AMER & EMEA Region)Oct’17– Mar’24● Managed a revenue portfolio of $2 million through subscription (SaaS) andsupported renewals sales across small, medium and large accounts.● Developed and executed customized success plans, aligning withcustomer goals to ensure on-time closure● Led and managed the renewal process collaborating with the Sales,Channel Managementand other cross-functionalteams leading to accuratequoting and forecasting● Fostered strong relationships with executives, IT leadersand keystakeholders resulting in transparency in the renewals● Analyzed customer health,identifying risks and opportunities for growth whichhelped in achieving financial and strategic targetsBusiness Development ExecutiveExa Web solutions, MumbaiJan’13– Jan’16● Conducted proactive outreach campaigns, establishing 45+appointments monthly with CEOs and MDs.●Successfully marketed and sold software solutions, utilizingpersuasive communication skills.InfoAddressMumbai, M.H.   Renewal Sales and Customer Success Management (CSM)● Customer Relationship Management● Proficiency in Salesforce ,Oracle NetSuite, Zendesk, ServiceNow● Strong Negotiation and Persuasion Skills● Excellent Communication and Leadership QualitiesEducationPGDM, Welingkars Inst. Of Mgmt., Mumbai | 2015-17 MarketingB.Com., G.G College, Mumbai | 2007-10CertificationCustomer support Representative (Multiple organizations)Zenith Info Tech Aug’10– Nov’11 Sitel India (Earthlink)Dec’11– Dec’12● Handled inbound calls for both sales and services, focusing on selling ISPproducts and achieving a 30% conversion rate in sales.

Veeam Software (SAARC Region)Aug’24 – Mar’25● Consistently achieved high customer satisfaction and retention rates bymaintaining strong, trust-based relationships.● Managed strategic and Named customer accounts, ensuring highrenewal rates and upsell/cross-sell opportunities.● Negotiated complex multi-year services contracts● Worked cross-functionally with sales, marketing, and product teams todrive customer success and account growth creating a win-win situation for all