CHARU HINGORANI
Amadeus IT Pacific Pty Ltd
Adelaide,SA
Work Preference
Work Type
Full Time
Location Preference
Remote
Minimum Desired Compensation
$45000/yr
1
Certification
24
years of professional experience
Innovative product and travel technology leader with a strong background in airline distribution and corporate booking platforms. Skilled in developing product roadmaps, aligning customer needs with business requirements, and prioritizing feature backlogs. Proven success in driving product adoption and delivering measurable outcomes, including Look-to-Book optimization and significant revenue growth.
Work History
CUSTOMER SUCCESS MANAGER
1 Year 11 Months- Improved customer retention from 88% to 96%, increased product adoption by 40%, achieved a 95% annual renewal rate and drove 15% annual revenue growth across assigned accounts.
- Managed portfolio of 10+ customers across consolidator, large strategic, and online B2C travel businesses in Australia and New Zealand, gaining insights into customer needs and digital travel operations.
- Partnered with sales, product, implementation, and support teams to enhance solution delivery, drive adoption, resolve customer issues, and support revenue expansion.
- Translate customer objectives, usage patterns and feedback into actionable opportunities; advocate internally with product management, marketing and leadership to support prioritization and product improvements.
- Utilized post-launch data, customer health measures, and business reviews to identify experience and adoption gaps, recommending targeted improvements.
- Reduced customer escalations by 25% through proactive risk monitoring and coordinated issue resolution.
HEAD OF CORPORATE PRODUCT IMPLEMENTATION
6 Years- Led execution of corporate product implementation and customer success initiatives, aligning product delivery with business objectives, customer needs and market requirements.
- Collaborated with developers, sales, and marketing to define and prioritize requirements and delivery tasks, guiding the preparation of business requirement documents and grooming the feature backlog for new and existing initiatives.
- Partnered with development teams on solution design, feature prioritisation and delivery, and provided stakeholders with progress and performance updates.
- Led onboarding, training, product adoption, and health monitoring, leveraging customer feedback and performance metrics to identify opportunities for improvement.
- Conducted market research, competitive benchmarking, and customer segmentation to shape customer success plans and drive product initiatives.
- Supported pre-sales consultancy, implementation and post-sales delivery across Asia Pacific, the Middle East and Africa.
SENIOR MANAGER PRODUCTS
7 Years- Spearheaded development and implementation of Amadeus corporate products, aligning product and customer outcomes with business objectives.
- Led cross-functional teams through product and project lifecycles, coordinating delivery against timelines, budgets and quality expectations.
- Managed stakeholder communication for product delivery and service alignment within Amadeus India travel technology operations.
- Directed process improvements for reservation workflows, enhancing support controls and service delivery.
MANAGER PRODUCTS
5 Years- Led product strategy and rollout for travel technology and airline distribution solutions serving corporate clients across multiple regions.
- Defined roadmap priorities for booking platforms, APIs, and partner integrations to align product development with client needs.
- Collaborated with engineering, sales, and operations to deliver products, facilitating customer adoption and enhancing user experience.
ASSISTANT MANAGER PRODUCTS
2 YearsSENIOR EXECUTIVE PRODUCTS
1 YearEducation
Bachelor of Commerce
Skills
Customer success strategy
Customer retention
Product adoption
Onboarding and training
Customer health
Agile delivery and Scrum collaboration
Backlog management
Backlog prioritization
Cross-functional squad leadership
Market research
Travel technology
Executive communication
Personal Information
Title: PRODUCT MANAGEMENT | AIRLINE & TRAVEL TECHNOLOGY
Certification
PMP Certified | Customer Success – Foundational Certified, McKinsey & Company
SELECTED PRODUCT & COMMERCIAL PROJECTS
- Amadeus Online Corporate Booking Tool (AOCT) – Product Implementation, Supported product implementation for corporate customers across the Middle East, Africa and Asia Pacific, including project planning, milestones, release planning, iteration and story backlogs in collaboration with the Scrum Master, UAT and product testing., Worked with customers and internal stakeholders on requirements, product specifications, release sessions, training, integration, issue resolution and feature adoption., Contributed to the product's growth from no onboard customers at project initiation in 2017 to 46 travel agencies and 170 corporate clients.
- Look-to-Book Optimisation for Online Travel Agencies, Worked on initiatives focused on improving the online travel booking funnel and booking efficiency for travel agency customers.
- NDC Adoption Project, Involved in an NDC adoption project within the airline distribution and travel technology environment.
- Thomas Cook India – Corporate Booking Automation (2013–2017), Partnered with the customer and product teams to address booking errors and corporate travel requirements. Automation initiatives reduced reported human errors from 40% to 10% overall and reduced manual work.
Accomplishments
- Improved customer retention to 96% and maintained a 95% annual renewal rate in assigned portfolio.
- Delivered AUD 1.2M in expansion revenue and managed enterprise accounts worth AUD 8M+ ARR.
- Improved onboarding completion/product adoption by 40% and maintained CSAT above 92%.
- Contributed to the growth of AOCT to 46 travel agencies and 170 corporate clients.
- Contributed to booking automation at Thomas Cook India, reducing reported human errors from 40% to 10%.
ADDITIONAL INFORMATION
Based in Adelaide, South Australia. Extensive experience working with customers and stakeholders across Australia and New Zealand, Asia Pacific, the Middle East and Africa.
Timeline
CUSTOMER SUCCESS MANAGER
Amadeus IT Pacific Pty Ltd
11.2024 - CurrentRead More
HEAD OF CORPORATE PRODUCT IMPLEMENTATION
Resbird Technologies Pvt Ltd (Amadeus India)
04.2018 - 04.2024Read More
SENIOR MANAGER PRODUCTS
Resbird Technologies Pvt Ltd (Amadeus India)
04.2011 - 04.2018Read More
MANAGER PRODUCTS
Amadeus India Pvt Ltd
04.2006 - 04.2011Read More
ASSISTANT MANAGER PRODUCTS
Amadeus India Pvt Ltd
01.2004 - 01.2006Read More
SENIOR EXECUTIVE PRODUCTS
Amadeus India Pvt Ltd
01.2003 - 01.2004Read More
Delhi University
Bachelor of Commerce
Read More