Silky Mer

I’m a CRM Operations and Client Success professional with 15+ years managing high-volume portfolios in professional services, with a track record of measurable outcomes across onboarding, renewals, and retention. I’ve managed 200+ accounts, delivered 15–25% annual revenue growth, and reduced churn by 20% through structured engagement and proactive escalation.

In my current role (Operations & Client Success), I own the end-to-end client lifecycle for senior accounts, including onboarding, service delivery, renewals, and retention—often with zero dedicated support team for those accounts. I administer Microsoft Dynamics D365 for accurate CRM records and weekly MIS reporting, and I build operational dashboards and lead tracking using Google Sheets and Airtable to replace fully manual processes and cut reporting time by 40%. I also design and enforce standard operating procedures to ensure SLA compliance and coordinate across operations, finance, and documentation teams for on-time, multi-stage client delivery.

I also bring modern automation and AI into client management. I’ve built and deployed a multi-module workflow with Make.com that ingests leads from Google Sheets, drafts personalized outreach using Google Gemini AI, sends via Gmail, and logs results into an Airtable CRM—running end-to-end after the initial trigger. I supervise and develop a team of 8–12 and act as the primary point of escalation for complex cases, resolving issues directly while continuously improving the systems that help clients succeed.