Kritika Kishor

Customer Success Manager

New Delhi, Delhi, India7 yrs 11 mos experience

Highly Stable

Key Highlights

8 years of experience in Customer Success in SaaS.
Proven track record in driving customer satisfaction and revenue growth.
Expert in building high-performing teams and fostering collaboration.

Stackforce AI infers this person is a SaaS Customer Success expert with a strong focus on client engagement and revenue growth.

Contact

Skills

Core Skills

Customer SuccessCustomer Relationship Management (crm)Client Engagement

Other Skills

Business Process ImprovementBusiness ReviewsBusiness SolutionsChange ManagementCommunicationConsultingCreativity and InnovationCustomer AdvocacyCustomer EngagementCustomer OnboardingCustomer RetentionCustomer SatisfactionCustomer Satisfaction ResearchCustomer ServiceDigital Strategy

About

Dynamic and results-oriented Customer Success professional with 8 years of experience in the SaaS industry. Skilled in driving customer satisfaction, revenue growth, and cross-functional collaboration. Proven track record of building and leading high-performing teams, mentoring individuals, and fostering a collaborative and customer-centric culture. Strong ability to create and nurture long-lasting relationships with clients, resulting in increased customer retention and expansion. Collaborative approach to working with other functions such as Product, Marketing, and Sales/Account Management, ensuring alignment and seamless customer experiences throughout the customer journey. Recognized for strategic thinking and ability to identify opportunities for process improvement and customer success optimization. Committed to exceeding customer expectations, reducing churn, and driving revenue growth. When I am not wearing my Customer Success hat, you can find me finding my peace in my balcony garden! For more details check @a_weekend_gardener on Instagram.

Experience

7 yrs 11 mos

Total Experience

2 yrs 7 mos

Average Tenure

Current Experience

Dataweave

Senior Manager - Customer Success

Apr 2021 – May 2023 · 2 yrs 1 mo · Bengaluru, Karnataka, India · On-site

Whatfix

Senior Customer Success Manager

Feb 2017 – Apr 2021 · 4 yrs 2 mos · Bengaluru Area, India

Whatfix enhances the self-service capability of web products and helps companies to reduce support queries and improve user engagement.
Responsibilities included:
Onboarding the business users on the platform and enabling them by training them on the product.
Reviewing the on-going usage at client's end and consult them on using the best practices of the industry.
Creating value-based relationship with our existing customers post sales.
Securing and validating renewal orders, driving maximum renewal & up-selling from the install base. Engaging the client base as required, with the supporting functional teams to resolve issues raised by customers related to their Whatfix.
To build strong, trust based relationships with business partners inside and outside the organisation, and to leveraging all available resources to support the business process of renewals.
To research & find opportunities for expansion.

OnboardingTrainingCustomer Relationship Management (CRM)RenewalsConsultingCustomer Engagement+1

Wooqer

Customer Advocate

May 2015 – Jan 2017 · 1 yr 8 mos · New Delhi Area, India

I worked with some of the biggest retailers, banking institutions, financial service providers and QSR giants. As a Customer Evangelist, my objective is to help clients be successful. I was evangelizing business users to simplify their business problems with Wooqer.
Responsibility included-
Building Business Solutions - Leveraging the power of Wooqer the platform to conceptualize, design, implement and drive turn key business process and solutions for the clients in Apparel Retail, QSR, Banking /Financial Services.
Drive the ongoing engagements.
Laying down marketing - communications plans, strategies, and executing them for clients in West/North/East zone to ensure clients can achieve optimum use from using the platform.
Conducting training programs about the platform's capabilities in line with their own function & how they can leverage the platform for streamlining their roles & responsibilities.
Work closely with CXO's of an organization.
Identifying New Opportunities for growth of revenue in accounts.
Demonstrate the value proposition to CXO’s by Annual, monthly and weekly reports.

Business SolutionsMarketing CommunicationsTrainingClient EngagementRevenue GrowthCustomer Success

Hpcl

Summer Intern

May 2014 – Jun 2014 · 1 mo · Lunknow

Identifying the factors of Employee Engagement by working with the employees in HPCL, North Central Zonal office, Lucknow.
To access Employee Engagement in HPCL, North Central Zonal office and Amausi Installation Depot.
30 factors were detected initially in the analysis. These factors were revisited and drafted into 12 drivers of engagements for further procedure. A detailed report was prepared for highlighting the gaps and suggestions were made for the improvement of engagement quotient in the employees.