Apr 2021 – Oct 2024 · 3 yrs 6 mos · Bengaluru, Karnataka, India · On-site

• ➢ Led the Customer Success & Support (CSS) function, taking charge of recruitment and training of the team that grew by 10x in 2 years. Managed a portfolio of 1500+ active customers globally having $2.5M in ARR (India, South East Asia & Africa)
• ➢ Designed and implemented key Standard Operating Procedures (SOPs) for the function, taking charge of customer onboarding, product adoption and retention. Improved the net revenue retention (NRR) from 76% to 108%
• ➢ Successfully onboarded over 600+ new enterprise customers by setting up a dedicated vertical and efficient processes, reducing the onboarding time by 46% and improving adherence to SLAs to 80%
• ➢ Implemented a ticket management system (TMS) to facilitate quick creation of tickets for customer issues, giving them visibility on the status and TAT of the tickets, leading to an improvement in customer satisfaction (CSAT) rating from 45% to 95%
• ➢ Designed the product feedback process and severity matrix for product related issues in collaboration with the sales & product development teams, thereby improving the resolution TAT of issues by 71%
• ➢ Conceptualised and executed a multi-platform customer experience initiative that consolidated feedback from In-app feedback, customer tickets, Playstore & App Store reviews, maintaining 60+ NPS for teachers and school administrators
• ➢ Worked with L&D team to develop product & process training calendar, consisting of interactive training sessions, one to one feedback and product quizzes thus improving the first contact resolution (FCR) metric from 55% to 85%
• ➢ Developed the product adoption playbook for Customer Success Managers (CSMs), thereby improving product usage by 32% and reducing 12-month (M12) churn from 48% to 26%
• ➢ Led initiatives to improve the GM by 20 bps over a period of 8 months. Formalised the entire process to periodically report the Gross Margin (GM) at an overall level, P&L level & customer level.

Sep 2019 – Apr 2021 · 1 yr 7 mos · Bengaluru, Karnataka, India

• ➢ Led the Business Ops & Strategy team to lead org-wide strategic initiatives. Incorporated an org-wide comprehensive set of 16 key performance indicators (KPIs) in weekly & monthly reports, driving a 40% increase in overall operational performance
• ➢ Collaborated with the product team and Ops team to build Octopus - an in-house CRM built to manage day-to-day operations and tasks for the account management team, increasing the productivity of the team by 32%
• ➢ Designed and implemented the onboarding flow for new customers, reducing the setup and implementation time by 50% from 15 days to 8 working days.
• ➢ Optimized the collection process, automating the entire process, right from customer profile creation, updation of the payment schedule, the raising of invoices, and payment reconciliation, improving the TAT by 55%.

Jan 2019 – Aug 2019 · 7 mos

• ➢ Led and worked on projects related to enhancement of delivery executives (DE) experience throughout the order journey
• ➢ Worked with the order management team to optimize the DE assistance SOPs and process flow, leading to a 50% reduction in wait time and 30% improvement in DE CSAT
• ➢ Led a project to automate identity authentication for DEs and improve the T-shirt and bag compliance by 10% in Top 7 cities, constituting 65% of the total work force

Aug 2016 – Aug 2018 · 2 yrs · Bengaluru, Karnataka, India · On-site

• ➢ Guided and mentored a team of 90 customer service professionals working across 5 cities, rendering services to property owners, home seekers, and developers
• ➢ Designed and conceptualized business processes along with successful implementation, leading to a 750% growth in monthly revenue over 2 years
• ➢ Managed the P&L of the customer service vertical, which accounted for 50% of the company’s total revenue
• ➢ Ensured timely delivery and quality of the vertical’s offerings to customers, leading to a 100% improvement in NPS
• ➢ Developed and monitored the process KPIs, improving the team efficiency and productivity of employees by 30%
• ➢ Worked closely with product and tech team to help them understand the business requirements, and aided to develop internal product along with feature enhancements

Sep 2015 – Jul 2016 · 10 mos · Bangalore

• ➢ Worked with top VCs, PE’s and Corporate development teams providing due diligence, consultancy and market research of startups working in Enterprise and SaaS (B2B) space
• ➢ Analyzed business models of start-ups, market-size, investment trends, competitive landscapes, upcoming model trends, sector-wise white spaces and sector scope, helping VC and PE funds to identify new investment opportunities

Jul 2014 – Aug 2015 · 1 yr 1 mo

• ➢ Managed a team of 20 technicians responsible for the reliability and maintenance of the static equipment
• ➢ Coordinated with multiple agencies and contractors during 30 days maintenance shutdown, completing it 25% earlier than the scheduled date

Sep 2013 – May 2014 · 8 mos · Roorkee

• ➢ Supervised the planning, budget allocation and successful execution of 180+ events with total footfall of 16000
• ➢ Led a team of 200+ students responsible for the registration process and accommodation of participants
• ➢ Designed the layout and process for the event, workshop and online participant registration portal

Sep 2012 – May 2013 · 8 mos · Roorkee