Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Kunal Sharma

Client Relationship Manager
Melbourne

Summary

Client Relationship Manager with over 11 years of extensive expertise in managing diverseportfolios, enhancing client engagement, and driving revenue growth across multipleregions. Skilled in leadership, business analytics, and negotiation, with a proven track recordof fostering cross-functional collaboration to deliver comprehensive solutions and maintainstrong partnerships with stakeholders. Passionate about leveraging market research andrevenue management to achieve sustainable client success.

Overview

11
11
years of professional experience

Work History

Client Relationship Manager

Thomson Reuters
07.2021 - Current
  • Managing a diversified ~$6M portfolio covering mid-market legal, corporate, and Tax & Accounting clients across ANZ, Asia, and MENA.
  • Managing a diverse TR portfolio spanning Legal Content, Legal Software, and Tax & Accounting products.
  • Accelerating growth via strategic client engagement, end-to-end renewal management, and targeted price yield.
  • Creating detailed customer success plans in line with the 3 keys principles – Realize Value, Retain and Grow.
  • Conducting Quarterly Success/Business Reviews (QSRs/QBRs) to measure performance against the customer success plans for core accounts.
  • Prioritising retention of accounts by preventing cancellations and overcoming renewal objections by successfully delivering the Why Pay/Why Stay message.
  • Conducting end-to-end renewal negotiations and securing targeted price increases.
  • Analysing usage trends and patterns to identify risk, as well as potential cross sell & upsell opportunities and referring them to the BDM/sales team.
  • Driving retention by owning account strategy and territory planning, delivering accurate pipeline forecasting, reforecasting and reporting.
  • Partnering with Support, Training, Product, Finance, Sales, and Onboarding to deliver seamless client outcomes.
  • Driving outcomes through consultative selling—uncovering needs, mapping solutions, and customizing the value proposition.
  • Assisting in onboarding of new clients and working closely with them with a particular focus on first year renewals.
  • Being conscious of the overall business goals, including NPS and work towards client satisfaction in a highly collaborative environment.
  • Developing customer relationships to ensure optimal retention outcome, gathering intelligence on competitor activity and providing feedback to internal stakeholders in a timely fashion.
  • Salesforce CRM discipline, hygiene and maintenance with particular emphasis on recording activities and managing case load.

Account Manager

Sensis
06.2017 - 06.2021
  • Managing and nurturing an assorted portfolio of SMB accounts that involve working directly with clients, providing end-to-end project management from taking briefs through to implementation.
  • Using consultative selling skills to understand primary pain points, creating and implementing successful strategies in order to provide solutions tailored to fit the needs and requirements of every account in the portfolio.
  • Reporting results based on analysing trends with respect to revenue movements for each business account and providing performance insights measured against KPIs.
  • Executing appropriate business retention strategies for existing accounts and proactively seeking opportunities for strategic improvements and/or upselling.
  • Strengthening key client relationships through consultative rapport-building, while identifying and advancing upsell and cross-sell opportunities to drive account growth.
  • Delivering impeccable customer onboarding experience with an aim to make the customer journey as smooth as possible with regards to their evolving business needs.
  • Collaborating with the product team to enhance the value of deliverables for our clients, as well as with the marketing team to provide industry specific insights for various businesses and assisting in developing effective marketing campaigns.
  • Maintaining Salesforce hygiene with regard to activity, cases, pipeline and opportunity management.

Business Development Executive

KSG International Pty Ltd
04.2014 - 05.2017
  • Executing on point sales strategies for revenue maximisation and new business development.
  • Driving market share in a defined industry vertical with major focus on Business-to-Business (B2B) sales and Business-to-Customer (B2C) sales.
  • Maintaining the CRM database to centralise and scale new/existing customers and use warm leads for successful revenue generation.
  • Applying a unique mix of opportunity profiling, cold calling, referral management and leverage relationships for prospecting in order to retain current revenue and acquire new business.

Education

Master of Business Administration - International

Deakin University
Melbourne, Victoria
12.2015

Master of Professional Accounting - undefined

Deakin University
Melbourne, Victoria
12.2015

Skills

  • Certified Salesforce Administrator
  • Accounting software - MYOB, QuickBooks
  • Business and Market Intelligence
  • Strategic Planning and Analytical Skills
  • Account Management
  • Consultative selling
  • Cross functional collaboration
  • Rapport Building and Networking Skills
  • Adaptability and Emotional Intelligence
  • Negotiation and Persuasion Skills
  • Strategic Relationship Management
  • Market Research and Trend, Data Analysis
  • Business Analytics
  • Revenue and Profit Maximization
  • Contract Negotiation
  • Team Building and Conflict Resolution skills
  • Business Forecasting
  • Cultural Competence
  • Project Management
  • Contract Management
  • Management and Leadership Skills
  • Client Feedback Integration
  • Stakeholder Management
  • Digital Marketing Strategy

Accomplishments

  • Consistently exceeded targets (2022–2025): Retention 100.6%–103%, Pricing up to 105%, Lead Gen 171%–232%.
  • Turned around a neglected book from 89% midyear to 103% retention by year-end (2022–2023).
  • Managed two territories concurrently, delivering positive results across both (2024–2025).
  • Led NZ customer forums end-to-end, contributing to improved monthly NPS (2023–2024).
  • Recognition: Salesperson of the Year (2018–2019); multiple “High Achiever” awards (incl. Sept 2019); consistently met/won performance incentives; hit annual target within five months of joining (2018/2019).
  • Historical performance: Regularly achieved/ exceeded quarterly sales targets, up to 150% of target; recruited, trained, and developed a 4–6 person B2C sales team, meeting personal and team goals.

Timeline

Client Relationship Manager

Thomson Reuters
07.2021 - Current

Account Manager

Sensis
06.2017 - 06.2021

Business Development Executive

KSG International Pty Ltd
04.2014 - 05.2017

Master of Professional Accounting - undefined

Deakin University

Master of Business Administration - International

Deakin University

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Kunal SharmaClient Relationship Manager