Summary
Overview
Work History
Education
Skills
Timeline
Generic
Vishal Saraiya

Vishal Saraiya

Melbourne,Australia

Summary

Results-driven Account Manager with over 8 years of experience in B2B and SaaS environments, consistently surpassing revenue and retention goals. Expertise in managing over 300 client accounts, driving upsells and cross-sells while delivering customized solutions that enhance client satisfaction and platform adoption. Recognized for strategic and analytical thinking, along with strong communication skills that transform challenges into growth opportunities. Proven track record of building enduring partnerships, streamlining processes, and achieving measurable business outcomes through proactive engagement and cross-functional collaboration.

Overview

13
13
years of professional experience

Work History

Account Manager

Intertek Inform (SAI Global Australia Pty Ltd)
02.2025 - Current
  • Manage a strategic portfolio of 120+ accounts, consistently achieving high client retention by overseeing subscription renewals, maximizing satisfaction, and proactively addressing client business needs.
  • Outperformed commercial targets, securing 147% of new business goals and 117% of renewal targets YTD through consultative upselling and cross-selling of subscription-based solutions.
  • Cultivate and grow strong client partnerships through proactive engagement, tailored support, regular business reviews, and solution-focused account planning aligned with both client and company objectives.
  • Identify client usage patterns to unlock new growth opportunities, successfully driving expanded adoption of underutilized platform features, elevating customer satisfaction and value realization.
  • Secure major wins—such as retaining Fortescue—by expertly managing complex RFQ processes to successful outcomes.
  • Spearhead tailored solutions by coordinating cross-functional teams, ensuring seamless service delivery, and resolving escalated client queries in conjunction with internal stakeholders and publishers.
  • Deliver high-impact onboarding, bespoke training, and ongoing client success initiatives to ensure maximized adoption of core platform features.
  • Mentor and train new hires (e.g., onboarding and coaching), sharing expertise on platform processes and client management best practices.
  • Volunteered for and led key internal initiatives, including i2i Compare Testing, AI Chat Assistant Pilot, Champions Action Plan, and audit projects to support operational efficiency and data cleanliness.
  • Proactively contribute to platform innovation—submitting multiple product improvement proposals currently under standards team review, aimed at enhancing RFQ workflow visibility, UI clarity, platform usability, and overall client experience.

Account Executive

Intertek Inform (formerly known as SAI Global)
09.2021 - Current
  • Managed and nurtured a diverse portfolio of corporate clients, consistently delivering top-tier service and driving customer satisfaction, loyalty, and account expansion.
  • Administered end-to-end sales processes, from prospecting through contract negotiation and renewal, ensuring efficient pipeline management and achievement of revenue targets.
  • Leveraged product and industry expertise to provide consultative solutions, regularly updating clients on new features, market trends, and competitive differentiators in the SaaS landscape.
  • Delivered impactful sales presentations and product demonstrations, articulating clear value propositions tailored to client business needs.
  • Played a key role in the migration of 30+ clients per month to the new SAI Global SaaS platform, streamlining onboarding and refining migration strategies for optimal adoption and minimal disruption.
  • Collected and communicated client feedback directly to the product development team, enabling continuous improvement and introduction of features aligned with user needs.
  • Executed strategic account plans, proactively identifying upsell and cross-sell opportunities to unlock additional value for both clients and the organization.
  • Enhanced contract negotiation outcomes, safeguarding both company interests and client partnerships.
  • Drove operational efficiency by streamlining account management processes, improving communication, and enabling quicker client resolutions.
  • Collaborated with multi-disciplinary teams (sales, product, support, and compliance) to align offerings against evolving client requirements and industry benchmarks.
  • Facilitated internal and external training/mentoring, sharing best practices to support both new staff and client contacts in effective use of platform features.
  • Maintained accurate, up-to-date records in Salesforce CRM, providing reliable reporting, forecasting, and actionable sales insights.
  • Delivered regular quarterly business reviews and proactive engagement with strategic accounts to minimize churn threats and elevate long-term retention.

Business Care Specialist

Bridged Group
03.2021 - 09.2023
  • Delivered prompt, solutions-oriented support by expertly researching client inquiries using various client-specific tools and meticulously documenting case resolutions.
  • Accurately entered and managed order fulfilment in Connectwise, ensuring seamless, error-free service delivery and up-to-date operational records.
  • Proactively identified root causes of customer issues by utilizing strong questioning and analytical skills, leading to timely, effective problem resolution and increased client satisfaction.
  • Collaborated closely with sales and operational teams to maintain accurate inventory, expedite urgent orders, and resolve product or service-related concerns efficiently.
  • Streamlined workflows and accelerated turnaround on client requests by continuously optimizing internal communication and process documentation.
  • Monitored team member productivity, provided actionable feedback, and supported process improvements—helping to boost both individual and team performance.
  • Maintained flexibility and a positive attitude in dynamic environments, rapidly adapting to shifting priorities and customer requirements.
  • Demonstrated commitment to customer-centric service by consistently delivering accurate, helpful information and responsive support during every client interaction.

Business Account Manager

Telstra Business Centre / Bridged Group
12.2017 - 03.2021
  • Achieved significant sales success, driving revenue growth of approximately $3M by leveraging deep product knowledge and fostering strategic, long-term client partnerships.
  • Consistently identified new business opportunities and devised winning pursuit strategies—expanding footprint and increasing wallet share across key accounts.
  • Demonstrated value to customers by delivering tangible cost reductions and operational improvements, securing buy-in and strengthening trust.
  • Developed and executed detailed account plans tailored to client goals, resulting in sustained revenue growth and enhanced customer satisfaction.
  • Managed the full lifecycle of business sales opportunities, including accurate forecasting, proposal development, and delivery management.
  • Provided proactive account support—reviewing client inquiries, scoping projects, and acting as the conduit between clients and internal teams to ensure smooth delivery.
  • Implemented customer feedback systems and process enhancements, continuously raising the bar for service excellence and operational efficiency.
  • Maintained consistently high performance and reliability, recognized for punctuality, collaboration, and a willingness to contribute beyond core responsibilities.
  • Actively promoted company offerings and built industry relationships through trade show participation and professional networking.

Store Manager

Domino's, Cheltenham & Hampton
08.2013 - 12.2017
  • Oversaw all aspects of day-to-day store operations, including budgeting, scheduling, inventory control, and compliance, ensuring seamless service delivery and profitability.
  • Launched and developed a successful new store location from the ground up by recruiting, training, and mentoring a high-performing team.
  • Elevated team performance by fostering a collaborative work environment and delivering hands-on coaching, resulting in superior service standards and compliance adherence.
  • Leveraged data-driven insights to monitor and improve operational efficiency, manage expenses, and accurately forecast business needs.
  • Maintained rigorous cash management protocols, including daily reconciliation, accurate POS procedures, and proactive deposit handling to reduce on-site risk.
  • Applied expertise in perishable goods management across dairy, meat, and produce, upholding quality and safety standards.
  • Approved payroll, managed performance reviews, and promoted a culture of accountability and mutual success.
  • Consistently achieved high customer satisfaction metrics through effective leadership, a focus on team motivation, and prompt, solution-oriented service.

Team Member

Foodworks
11.2012 - 03.2013
  • Supported efficient, smooth store operations by flexibly rotating across multiple roles, responding to team needs, and ensuring timely completion of key tasks.
  • Delivered exceptional customer service at point-of-sale, processing transactions with speed, accuracy, and a positive attitude.
  • Diagnosed and promptly resolved operational and assembly line issues, minimizing downtime and maintaining productivity standards.
  • Helped design and set up attractive in-store displays and promotions, contributing to sales and customer engagement.
  • Maintained a dependable, results-driven work ethic—learning new responsibilities rapidly and adapting to fast-paced, changing priorities.
  • Built strong working relationships with colleagues and supervisors, fostering a collaborative, cooperative team environment to achieve performance goals.

Education

MBA - Marketing

Charles Sturt University
Melbourne, VIC
06.2014

Bachelor of Commerce - Commerce

Thakur College of Science & Commerce
Mumbai
07.2010

Skills

  • Client relationship management
  • Account management & portfolio growth
  • Customer success & service excellence
  • Cross-functional collaboration
  • Analytical problem-solving
  • Upselling & strategic business development
  • Technical proficiency (Salesforce, SaaS platforms)
  • Data-driven decision making
  • Time management & adaptability
  • Teamwork & mentoring
  • Effective communication (written & verbal)

Timeline

Account Manager

Intertek Inform (SAI Global Australia Pty Ltd)
02.2025 - Current

Account Executive

Intertek Inform (formerly known as SAI Global)
09.2021 - Current

Business Care Specialist

Bridged Group
03.2021 - 09.2023

Business Account Manager

Telstra Business Centre / Bridged Group
12.2017 - 03.2021

Store Manager

Domino's, Cheltenham & Hampton
08.2013 - 12.2017

Team Member

Foodworks
11.2012 - 03.2013

MBA - Marketing

Charles Sturt University

Bachelor of Commerce - Commerce

Thakur College of Science & Commerce

Similar Profiles

CREATE PROFILE
Vishal Saraiya