Barkha Merchant

CUSTOMER SUCCESS DIRECTOR at MEWS

• United Kingdom - London
• My current job since June 2019

Played a key part in defining the role of the Customer Success Director
being the first appointed one
Led a team of Customer Success Managers, Implementation Managers
and Co-ordinators for the UK and Ireland region
Responsible for hiring the right candidates and growing the team to its
full strength and potential
Managing a growing customer portfolio of 1 million EUR in Annual
Recurring Revenue spread globally
Building and fostering executive-level relationships with the customers
IT and business executive leadership, sponsors and decision makers
Guiding key accounts on organisation strategy, governance and change
management to ensure they achieve their desired objectives whilst
increasing product adoption
Ensuring the health of accounts is consistently good and addressing the
NPS and CSAT scores to a full closure
Working collaboratively across different teams, managing both internal
and external stakeholders

MANAGER

• October 2018 to June 2019

Responsible for implementing the product for the big chain accounts
Participating in the on-boarding of new clients throughout the
implementation process
Database setup and configuration as per client's requirements
Conducting onsite and online training courses for new and existing
customers as well as internal employees on all products
Developing customised training programs that exceed customer's
requirements
Consult clients pro-actively on ways to improve usage of the system by
analyzing the performance using tools.
Total account management to develop and grow relationship with
clients
Building relationships and train the company's resellers, ensuring they
have all the information and tools in order to provide strong first-level
support to their clients.

PROJECT MANAGER at Mews

• October 2018 to June 2019

Leading and managing a team of implementation managers located
across different countries
Influencing and enforcing the methodology and tools used by
technology teams across the business focusing primarily on agile
methods for delivery
Responsible for the successful completion of the project - taking from
contract signed through delivery and then handover to Account
Management.
Visiting clients along with Sales Directors where necessary to understand
the client objectives and challenges, to ensure a successful project
delivery and a smooth transition for the client from sales to project
completion
Overseeing the Implementation Manager, Project Coordinator and
integrations team on projects to ensure their effective delivery
Collate and summarise all client feedback into actionable points and
pass to the Head of Implementations to share with the relevant Heads of
Department to improve the company and employees

ANALYST 2 at Oracle Singapore

• Great Britain (UK)
• August 2013 to January 2016

Supporting Opera PMS and related interfaces covering South East Asia
customers
Resolving customer issues to highest satisfaction
Conducting internal trainings for worldwide support teams
Ensuring smooth relations with all clients
Liaising with various project and technical teams to ensure quick
resolution of issues
Creating various reports for the clients using Oracle Report Builder
Soon promoted to global Level 2 support team within Oracle Hospitality
division
Certified major accounts specialist for Accor and Hyatt chain of hotels

SENIOR SOFTWARE at Former Amadeus Hospitality

• Great Britain (UK)
• June 2009 to April 2013