Summary
Overview
Work History
Skills
Certification
Accomplishments
Timeline
Generic

Hritik Chouhan

Customer Success Head
Indore

Summary

Experienced in cultivating client relationships and driving business growth, I'm Customer Success Head specializing in the SAAS industry. With a background in both project Management and e-commerce expertise, I bring a unique blend of skills to my role.
In my current position, I focus on maintaining strong relationships with merchants and clients, ensuring high product adoption rates, and preventing churn to maximize Annual Recurring Revenue (ARR) and Monthly Recurring Revenue (MRR). With a proactive approach to client retention and a deep understanding of SAAS KPI's I consistently drive results and exceed expectations.
I am passionate about leveraging technology to empower businesses and deliver exceptional customer experiences.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Head of Customer Success

AiTrillion
Indore
02.2024 - Current
  • Oversaw the integration of new CRM software, improving efficiency and scalability of customer management processes.
  • Oversaw business production processes and reported results to management.
  • Controlled customer churn rate, maintaining it at 3-5% consistently.
  • Fostered client relationships globally, boosting MRR by 40%.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Negotiated contracts with merchants to secure favorable terms and pricing.
  • Built strong relationships with customers by proactively addressing their issues and concerns.
  • Established KPIs for CRM initiatives, monitoring and adjusting strategies to meet business objectives.

Senoir Project Manager

ItGeeks
Dewas
08.2021 - 12.2023
  • Web Development, Shopify Expert, Digital Marketing Manager, Migration, API Integration, Theme Development, Application Development.
  • Successfully managed multiple projects for U.S. clients, ensuring timely delivery and client satisfaction. Liaised and collaborated with cross-functional teams to ensure alignment, and foster a positive working environment.
  • Developed comprehensive project plans, defined project scopes, and managed project risks.
  • Utilized project management methodologies, such as Agile and Waterfall, to adapt to project requirements.
  • Well-versed in project management tools, including Trello, Asana, Slack, Jira, and Basecamp, to streamline processes and facilitate communication.
  • Collected reviews from top business platforms, like GoodFirms and Clutch, contribute to improving companies' global ratings.

Business Development Manager

ItGeeks
Dewas
06.2021 - 08.2021
  • Developed short-term and long-term vision and strategy to achieve targeted sales objectives.
  • Monitored competitors' activities, prices, products, and services in order to stay ahead of the competition.
  • Implemented CRM strategies to improve customer engagement and retention.
  • Spearheaded market research initiatives to identify new business opportunities and areas for expansion.

Skills

  • Communication
  • Customer Experience Management
  • Project Management
  • Client onboarding
  • Key Performance Indicators
  • CRM integration
  • Sales enablement
  • Presentations

Certification

  • SaaS Marketing with Dekker: SaaS Startup Lead Generation
  • Sales Training: Practical Sales Techniques
  • Inbound Sales

Accomplishments

  • Best Performer (Project Management)

Timeline

Head of Customer Success

AiTrillion
02.2024 - Current

Senoir Project Manager

ItGeeks
08.2021 - 12.2023

Business Development Manager

ItGeeks
06.2021 - 08.2021

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Hritik ChouhanCustomer Success Head