Mili Nagpal

• Maintained a 98% customer retention rate through proactive engagement, regular health check-ins, and relationship management.
• Managed a diverse portfolio of 80+ customer accounts, overseeing the entire lifecycle including onboarding, adoption, retention, and expansion.
• Drove 112% Net Revenue Retention (NRR) through strategic upsell and cross-sell initiatives and increased product adoption.
• Executed growth initiatives within the first 90 days of account handover using insights from Tableau, Google Analytics, and SEMrush.
• Collaborated cross-functionally with Sales, Support, and Product teams to deliver customized client solutions and streamline escalation workflows.

Led enterprise account growth and renewal strategy for Microsoft’s Unified Support portfolio across the Australian Enterprise Commercial segment. Responsible for driving revenue expansion, securing renewals, and acquiring net-new business while building long-term executive relationships.

• Managed and expanded enterprise accounts valued at $6.4M, balancing retention with strategic growth initiatives
• Drove revenue growth through existing service agreements and acquisition of net-new enterprise support contracts
• Executed holistic renewal strategies, ensuring renewal readiness and proactively mitigating churn risk
• Identified and targeted high-growth accounts with significant expansion potential
• Led end-to-end sales cycles including opportunity identification, solution positioning, negotiation, and close
• Organized and delivered executive-level product demonstrations and strategic sales presentations
• Built and maintained strong C-suite relationships, influencing digital transformation and long-term technology roadmaps
• Collaborated cross-functionally with engineers, delivery managers, and technical teams to align Microsoft solutions with evolving client needs
• Supported customers through migrations, adoption, change management, and ongoing technical enablement
• Identified upsell and cross-sell opportunities, increasing annual renewal revenue
• Constructed commercially viable proposals and flexible payment models aligned with procurement requirements
• Drove pipeline development through strong stakeholder engagement and internal collaboration
• Delivered accurate revenue forecasting to leadership to support company projections
• Maintained CRM integrity and leveraged data-driven insights to improve account targeting, retention, and expansion outcomes
• Identified, navigated, and influenced key customer stakeholders to achieve business objectives

• Managed commercial sales operations for a Hindi Entertainment channel, overseeing a $5 million revenue business.
• Served global clients including Nestle, GlaxoSmithKline, and BMW, enhancing client relationships and satisfaction.
• Drove incremental revenue through high-impact properties, including reality shows and award shows, contributing to overall business growth.
• Formulated strategic pricing and planning strategies based on Television Rating Points (TVRs), optimizing revenue potential.

• Acquired key clients including Coke, Maruti, Karbonn, and Philips, expanding client base significantly.
• Closed major properties America's Got Talent (with Karbonn) and Australia's Next Top Model (with Philips), enhancing portfolio visibility.
• Managed client relationships to ensure effective communication and satisfaction.
• Developed sales strategies to meet client needs and enhance service offerings.
• Conducted market research to identify new business opportunities and trends.

• Managed Lifestyle category, fostering relationships with clients and agencies, and introducing brands Luxottica and Red Tape.

• Acquired clients for Current & Saving Accounts (CASA), investments, and insurance, expanding client base and enhancing portfolio.