Suchitra Shirsat
Mulund
Summary
Strategic and results-oriented Key Account Manager with 10+ years of experience in managing high-value client accounts, driving revenue growth, and improving service delivery. Proven ability to build long-term client relationships, optimize account performance, and implement business strategies that enhance customer satisfaction and profitability. Strong expertise in operations, SLA management, and cross-functional coordination.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Key Account Manager
Flipkart Group of Companies
Mumbai, Maharashtra
06.2013 - Current
- Managed and grew key client accounts by identifying opportunities for organic business expansion
- Developed and executed service strategies to improve account performance and customer satisfaction
- Monitored KPIs, SLAs, and operational metrics to ensure service excellence
- Built strong relationships with clients, acting as the primary point of contact for escalations and issue resolution
- Delivered monthly business reviews, AOP reports, and performance insights to senior management
- Increased revenue through effective account planning and cross-functional coordination
- Handled billing processes, payment collections, and claim management to ensure financial accuracy
- Managed ASP lifecycle (activation/deactivation) based on performance and business needs
- Oversaw inventory control and minimized losses through proactive monitoring
- Ensured timely closure of SLAs, agreements, and compliance documentation (TDS, NOC, etc.)
- Provided pan-India operational support and streamlined approval processes
- Insurance Brands (Jan 2026 - Present): Managed insurance-related services for Onsite go, One Assist, Assurant, BoAt, Prittec, and Awai brands; handled client interactions, issue resolution, claims processing, and customer support for insurance products; ensured compliance with regulatory requirements
- Asus Global India Pvt Ltd Brand (2019 - Dec 2025): Managed Asus global India brand accounts, handled customer service, technical support, and warranty claims for Asus products; ensured quality service standards and customer satisfaction for Asus brand
- Managed key account matters including solving issues, updating on project milestones, attending meetings and managing other communications.
- Monitored client satisfaction through regular feedback mechanisms, adapting strategies to meet evolving needs.
- Developed new business opportunities in existing customer portfolios to meet, upgrade and cross-sell revenue targets.
- Developed and maintained strong relationships with key accounts, leading to a 15% increase in annual revenue.
- Tracked and analysed key account trends, identifying opportunities for growth and eliminating potential threats.
- Coordinated with cross-functional teams to address key account issues, improving response time by 30%.
- Utilised tools such as CRM for streamlined process management and reporting.
- Utilised CRM tools to track account interactions, ensuring all team members had access to up-to-date information.
- Designed and implemented annual blueprints for accounts to pinpoint each account's direction, opportunities and priorities for internal and external stakeholders.
- Recruited motivated, personable staff to deliver outstanding customer care.
- Managed finances by controlling budgets and authorising expenditures.
- Implemented theft prevention measures to reduce store losses.
- Produced annual strategic account plans in alignment with booking curve for client accounts and RCI.
Project In Charge
Neoteric Informatics Ltd.
12.2010 - 01.2013
- Led end-to-end project execution, ensuring timely delivery and client satisfaction
- Coordinated with clients to resolve issues and maintain strong working relationships
- Managed project cost control, claims, and expense approvals
- Delivered technical support and ensured SLA adherence
- Maintained inventory planning, reconciliation, and buffer stock management
- Conducted training sessions to improve team technical capabilities
First Level Technical Coordinator
Johnson & Johnson
09.2010 - 12.2010
- Delivered first-level technical support ensuring quick issue resolution
- Managed service requests and tracked closures via Remedy system
- Maintained high service standards and client satisfaction
First Level Technical Coordinator
Polaris Software Lab Ltd.
04.2007 - 09.2010
- Provided technical support for desktops, laptops, and enterprise software
- Installed and configured systems including MS Office, antivirus, and Lotus Notes
- Managed IT inventory, reporting, and SLA compliance
- Coordinated with vendors (HCL, HP, Dell) for issue resolution
- Maintained documentation, backups, and operational reports
Education
MBA - Information Security
Bachelor of Arts - T.Y.B.A
Skills
- Key Account Management
- Client Relationship Development
- Revenue & Profit Growth
- Service Strategy & Execution
- SLA & Performance Management
- Negotiation & Stakeholder Management
- Process Improvement
- Inventory & Billing Management
- Team Collaboration & Leadership
Certification
- Diploma in Computer Hardware Engineering
- Diploma in Computer Networking
- Diploma in Software Programming & Analysis
- CCNA Certification
Accomplishments
- Successfully managed multiple high-value accounts, ensuring consistent revenue growth
- Improved service efficiency by identifying process gaps and implementing solutions
- Strengthened client retention through proactive relationship management
- Streamlined billing and collection processes, reducing delays and discrepancies
Languages
English
Hindi
Marathi
Disclaimer
I hereby declare that the information provided above is true and correct to the best of my knowledge.
Timeline
Key Account Manager - Flipkart Group of Companies
06.2013 - Current
Project In Charge - Neoteric Informatics Ltd.
12.2010 - 01.2013
First Level Technical Coordinator - Johnson & Johnson
09.2010 - 12.2010
First Level Technical Coordinator - Polaris Software Lab Ltd.
04.2007 - 09.2010
Sikkim Manipal University - MBA, Information Security
Ramnarain Ruia College - Bachelor of Arts, T.Y.B.A