Ishita Kathpalia
Program Manager
Noida
Summary
Technical Lead with 6+ years of experience in customer engagement, technical consulting, and data-driven strategy. Proven success in leading demo implementation, managing cross-functional teams, and delivering impactful client experiences. Adept at leveraging tools like Power BI and Microsoft Dynamics to extract insights, optimize performance, and enhance customer satisfaction. Currently expanding expertise in programmatic advertising and DSP platforms to support scalable, measurable marketing solutions. Passionate about customer obsession and working backwards from customer needs.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
CWC Program Lead
HP Inc
Gurugram
11.2022 - Current
- Promoted to technical lead for HP’s flagship Customer Welcome Center, overseeing the implementation and delivery of all product and solution demos.
- Developed and launched a feedback dashboard using Power BI and Microsoft Dynamics, enabling real-time tracking of customer sentiment and Net Promoter Score (NPS), improving NPS by 15%.
- Analyzed customer interaction data to identify engagement trends, optimize demo content, and inform strategic planning, reducing feedback response time by 20%.
- Hosted 150+ high-impact customer briefings for public and private sector clients, contributing to over $120M in projected revenue.
- Collaborated with sales, product, and marketing teams to align demo narratives with customer objectives and market trends.
- Mentored new team members on storytelling, product knowledge, and customer engagement, enhancing team performance.
- Applied programmatic thinking to customer engagement strategies, aligning with DSP-style campaign planning and performance tracking.
Virtual Experience Program Manager
Poly (HP)
Gurugram
02.2022 - 10.2022
- Managed India’s first HP Poly Virtual Briefing Studio, hosting 90+ global events and customer briefings.
- Delivered virtual and in-person demos of Poly’s AV and collaboration solutions, supporting sales and technical teams.
- Conducted post-event data analysis to evaluate engagement, identify content gaps, and improve future briefings.
- Promoted the virtual studio to an in-person Experience Center due to high engagement and performance.
- Presented at high-profile events like Microsoft Ignite, boosting brand visibility and generating new business opportunities.
Graduate Consultant
SISL Infotech UK Ltd
London
08.2019 - 01.2022
- Provided pre-sales support for cloud, AV, and peripheral solutions across UK & EMEA.
- Created marketing and advertising collateral: Designed 15+ technical and non-technical marketing materials, including newsletters, to boost brand visibility and client engagement.
- Supported advertising-driven sales enablement: Collaborated with sales teams to develop tailored proposals and presentations that aligned with client needs and market positioning, contributing to successful deal closures.
- Analyzed customer data for campaign insights: Interpreted customer and market data to identify trends and inform lead generation strategies—similar to how DSPs use audience insights to optimize ad campaigns.
- Contributed to brand positioning: Helped shape messaging and technical narratives that supported SISL’s advertising and outreach efforts across the UK & EMEA region.
- Enabled cross-channel communication: Delivered proposals and Statements of Work (SOWs) across digital and in-person channels, supporting integrated marketing and advertising efforts.
Education
Master of Science - Management
University of York
York, UK 04.2018 - 01.2019
Bachelor of Technology - Computer Science
Galgotias College of Engineering And Technology
Greater Noida, India 01.2014 - 01.2018
Skills
- Programmatic Advertising Concepts
- Power BI
- Microsoft Dynamics
- Data Analysis
- Customer Insights
- Client Engagement
- Stakeholder Management
- Storytelling and Demo Delivery
Certification
Amazon DSP Certification (in progress)
Timeline
CWC Program Lead
HP Inc
11.2022 - Current
Virtual Experience Program Manager
Poly (HP)
02.2022 - 10.2022
Graduate Consultant
SISL Infotech UK Ltd
08.2019 - 01.2022
Master of Science - Management
University of York
04.2018 - 01.2019
Bachelor of Technology - Computer Science
Galgotias College of Engineering And Technology
01.2014 - 01.2018
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