Highly experienced and dynamic Customer Success Business Head with a demonstrated history of having smiling customers, routinely outshining targets, and achieving operational excellence by ~20% – 30% . Having handled demanding enterprise clients with both, B2B and B2C portfolios while holding key positions of Operations Lead, Customer Success, and Account Management at various roles.
Headed end-to-end operations including development, testing, and technical operations teams for seamless client delivery within timelines. Exceptionally skilled in Business Planning, Forecasting, Process Planning and Implementation, Client Management, Process Reform, Entrepreneurship, Marketing Strategy, and Solution Selling. Possess a very strong professional and ethical background.
Also headed Product Management charting a progressive and profitable path with a vision for the product owning the end to end lifecycle of the product. Having a passion to win over customers, now owning responsibility for handling Customer Success Operations. Excelling in building a team, starting from hiring to training to mentoring to upskilling to setting up various metrics and KPIs for review and achievement for the voice support team, chat support team and ticketing team. Leading Business Reviews for all Enterprise accounts and responsible for NPS, CSATs and handling churn.