Latika S

CEO

Bengaluru, Karnataka, India6 yrs 4 mos experience

Key Highlights

Expert in building human-centric processes.
Proven track record in client success and implementation.
Strong leadership in high-growth environments.

Stackforce AI infers this person is a SaaS Client Success and Implementation expert with a focus on operational efficiency.

Contact

Skills

Core Skills

It Project & Program ManagementCustomer SuccessProgram ManagementCorporate RelationsAccount ManagementProduct ManagementTrainingEvent ManagementClient Relations

Other Skills

Agile DevelopmentAnalytical SkillsAttention to DetailBuild Strong RelationshipsBuilding Business PartnershipsBusiness MetricsBusiness OperationsBusiness Process ImprovementBusiness-to-Business (B2B)Client OnboardingClient ServicesCoachingConsultingCustomer EngagementCustomer Experience

About

With a Major in Organizational & Industrial Psychology and a LSS - Black belt , I specialize in building structured, human-centric processes that drive both operational efficiency and exceptional client experiences. Currently, I lead Client Success & Implementation at Credentia, where I’m architecting the entire post-sales journey for our BGV SaaS platform, CredCorp—from onboarding and training to configuration and go-live. My role sits at the intersection of customer strategy, project delivery, and cross-functional execution—ensuring that every client not only adopts our solution but succeeds with it. Previously, I’ve worked with organizations like Praxis, upGrad, and Byju's—managing hiring programs, CRM systems, and client enablement projects. Across every role, my focus has been consistent: to align business goals with user needs through structured processes, scalable delivery models, and collaborative leadership. I thrive in high-growth, fast-paced environments where empathy meets execution—and where strong relationships, streamlined workflows, and measurable outcomes go hand in hand.

Experience

6 yrs 4 mos

Total Experience

1 yr 4 mos

Average Tenure

11 mos

Current Experience

Credentia

CO & Implementation Lead

Jul 2025 – Present · 11 mos · Bengaluru, Karnataka, India · Hybrid

As the Client Success & Implementation Lead at Credentia, I’m actively shaping and developing the end-to-end implementation process for our BGV SaaS platform. My role centers around full client project ownership—driving implementation timelines, aligning cross-functional teams, and ensuring seamless delivery and success. I lead structured onboarding journeys, manage stakeholder communications, and oversee real-time configuration, training, and support readiness. With a strong focus on process automation, operational excellence, and long-term client outcomes, I’m working to build a scalable, consistent, and impact-driven onboarding experience from the ground up.

IT Project & Program ManagementSoftware as a Service (SaaS)Lean Process ImprovementAgile DevelopmentCustomer SuccessClient Services+4

Praxis business school

Assistant Manager - Program | CR | Client Success

Oct 2024 – Jun 2025 · 8 mos · Bengaluru, Karnataka, India · On-site

Student DevelopmentPresentation SkillsBusiness-to-Business (B2B)Customer SuccessEnablementProgram Evaluation+6

Upgrad

Program Consultant - Corporate Relation | Client Success

Jan 2024 – Oct 2024 · 9 mos · Bengaluru, Karnataka, India · On-site

To Develop and nurture relationships with key corporate partners and employers.
and understanding the hiring needs and requirements of partner companies, while Collaborating with program managers and instructors to develop and implement strategies to enhance placement opportunities for UpGrad students.

SourcingBuild Strong RelationshipsHuman Resource DevelopmentBusiness-to-Business (B2B)PlacementInterviewing+5

Byju's

Subject Matter Expert

Jun 2021 – Dec 2023 · 2 yrs 6 mos · Bengaluru, Karnataka, India · On-site

Worked with Program Management Office , Customer Success, Product Operation and Escalation team ( User Experience -L&D) responsible for
Client's Product Onboarding and Training with a focus on understanding their needs and remaining the primary point of contact (POC) till the profile is under hyper care.
Planning, delivering, and administering Comprehensive training programs
for Updated product features and new Onboarding for the Internal Resolution Team & and B2B Clients
Collaborating with cross-functional teams including the support Team, Finance Ops Team, Logistics, Product, and Operations to understand gaps and build training sessions to maximize customer satisfaction and seamless product interaction with Clients
 Imparted training for the customer support team for the backend process and operational methods from scratch, while outsourcing our Customer Success Team to companies, which includes tools like Salesforce, Freshdesk, Zendesk, One-desk (Ticketing tool), UxOS, UxAchieve, Order-hive (Order Management Tools), etc.
 Based on tracking parameters like CSAT – DSAT, and NPS in client data and through Root cause Analysis of escalated cases
took aid to develop training program and imparting training to 180+ Outsource agents for the customer support team along with rotational training and auditing of their performance to reduce escalations by a staggering 23%

Team CollaborationProduct ManagementPowebiCustomer SupportFreshdeskTableau+37

Woggish fashion pvt. ltd.

Event Operations Manager

Nov 2019 – May 2021 · 1 yr 6 mos · Mumbai, Maharashtra, India · On-site

Developed detailed event plans outlining Objectives, timelines, budget, venue, and staffing requirements while being the primary contact for clients during the pre-event planning process and till the events were successfully executed.
Also Conducted post-event analysis report providing Insight into the success or failure of the event
Planned National and International events, from draft to execution.
With experience in live events and Client Management.

Team CollaborationProject PlanningOrganization SkillsLive EventsRelationship BuildingCustomer Engagement+14