ROYSTON O'CONNOR
Dubai
Summary
Knowledgeable Client Success & Key Account Manager with solid foundation in client relationship management and history of enhancing client satisfaction. Proven track record in resolving client issues efficiently and fostering long-term partnerships. Demonstrated ability in communication and problem-solving to ensure client success and retention.
Overview
13
13
years of professional experience
Work History
Senior Client Success Specialist
Indeed & Glassdoor
11.2018 - 03.2025
- Led end-to-end onboarding, campaign optimization, and strategic upselling for SaaS and advertising.
- Managed a $300K+ portfolio of 45+ enterprise clients across APAC, MENA, and the AMERICAS, driving 20% YoY account growth of 3+ product offerings.
- Achieved 95%+ renewal rates and consistent client satisfaction above benchmarks.
- Executed data-driven digital ad campaigns and online promotions using BI tools.
- Analyzed branding metrics for Fortune 500 clients and developed ROI-focused strategies.
- Implemented product feedback in collaboration with the Engineering and strategy teams.
Client Success Associate
Dineout – Times Internet
04.2016 - 10.2018
- Oversaw backend setup and CRM integration for in-restaurant ordering solutions.
- Communicated technical product features to stakeholders effectively.
- Handled escalations, payment disputes, event campaigns, and coupon issues.
- Supported product launches, including Inresto Table & Waitlist Management.
Partner Services Executive
Nearbuy.com (formerly Groupon)
07.2013 - 04.2016
- Managed post-sale support for 5,000+ clients across North and East India.
- Coordinated deal setup: pricing, copywriting, images, and previews.
- Acted as a liaison between clients and internal teams for seamless service delivery.
Quality Analyst
[24]7 Customer – Expedia.com
10.2011 - 07.2013
- Monitored and improved service quality across a 25-member team.
- Conducted call calibrations, provided feedback, and mentored new hires.
- Delivered client presentations on team performance and quality benchmarks.
- Recognized as an SME and mentor for process and tool training.
Education
Bachelor of Commerce -
JG College of Commerce, KLE's University
Hubli, Karnataka05.2010
Skills
- Key Account Management
- Client Relationship Management
- Digital Advertising Campaigns
- CRM & Backend Systems Business Intelligence & Analytics
- Customer Escalation Management
- Customer Lifecycle Management
- Churn Reduction & NPS Improvement
- Brand Development & Corporate Communication
- Technical Onboarding & Support
- Voice of Customer (VoC) Programs
- Renewals & Upsell Strategy
- Cross-Functional Team Collaboration
- CRM Tools (Salesforce, HubSpot, Zoho)
- CRM software
- Feedback collection
- Client advocacy
- Client onboarding
LANGUAGES
English (Fluent)
Hindi (Fluent)
Kannada (Intermediate)
Timeline
Senior Client Success Specialist
Indeed & Glassdoor
11.2018 - 03.2025
Client Success Associate
Dineout – Times Internet
04.2016 - 10.2018
Partner Services Executive
Nearbuy.com (formerly Groupon)
07.2013 - 04.2016
Quality Analyst
[24]7 Customer – Expedia.com
10.2011 - 07.2013
Bachelor of Commerce -
JG College of Commerce, KLE's University
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