Kiran Panigrahi

• Head the global Customer Success functions including Support, Professional Services, Education, CS Ops, and Success.
• Improved CSAT to 85% through innovative support strategies and customer-centric playbooks.
• Increased operational efficiency by 13% in scaling process automation and digital CS practices.
• Partnered cross-functionally to enhance lifecycle management and ensure seamless post-sales experience.

● Head the complete CO team across the US, EMEA, and other regions of Gainsight products - CS, PX, CC & CE.

● Responsible for the Lagging Indicators - GRR, NRR, and the ability to be Green on the leading indicators (Stakeholder Alignment, ROI, Adoption, Business Review & NPS)

● Ownership into 67.3M USD of clientele ARR across the team.

● Cross-Functional - collaboration with Sales, Services, Support & Product, Marketing.

● Responsible for the Ops and Scale team, which is quite essential to partner with the CS team across the org.

● Be it coming up with efficiencies and processes but also abiding by the Lifecycle, Experience, Marketing aspect, Pooled CSM, and Digital Strategies in place.

• Implemented cost-saving measures through effective resource allocation and budget management.

Developed strategic plans to achieve revenue targets, reduce churn, and support Customer Success team in meeting company goals.

• Owned customer success outcomes, including onboarding, product adoption, retention, and growth.
• Recruited, retained, and mentored top customer success talent to build high-performing team.
• Ensured team performance against KPIs: customer retention, expansion/adoption, NPS, and efficiency metrics.

Key Achievements

• Increased onboarding success rate to 85% (April–July 2018).
• Achieved monthly churn win-back rate of 30.8%, safeguarding significant revenue.
• Maintained NPS average of 98% (9/10 ranking).
• Awarded "Best Churn Master" for retaining high-value client worth $76,002.
• Initiated and secured approval for "CRM University" proposal.

Key Responsibilities

• Provided prompt resolution for technology-related issues for Deloitte employees.
• Developed team skills through knowledge sharing and operational support.
• Represented the Contact Center in TAC and managed issue queues for timely resolution.

Key Achievements

• Top performer for FY 2013 & FY 2014; recognized among "Top Wow Achievers" (Feb & Mar 2013).
• Authored 91 Knowledge Documents (FY 2013 & FY 2014).
• Awarded "Wall of Distinction" for consistent performance (April & Oct 2013, April 2014).

• Provided phone support for Dell consumers, resolving hardware/software issues for products like desktops, laptops, printers, and PDAs.
• Diagnosed hardware issues and arranged parts dispatch for resolution.
• Served as Dispatch SME, auditing and approving team dispatches for onsite technicians.
• Coached team members on correct part dispatches and troubleshooting practices.
• Acted as Sales Coach, driving team performance and motivating members to achieve sales targets post-resolution.

• ● Assisting the HSBC Retail Cards Customers with Activation and Credit details and Bill Payments.
• ● Pitch for Sales through Products that will help them in Credit Monitoring &
• Identity Theft.
• ● I have been a performer in my process, recognized in Sales through Service continuously for 6 months from Oct'09 to March'10.
• ● Have got Gold Medals for showing more than 30% improvements in the month of Feb' 2010.
• ● Nominee and winner of the Shooting Star Award at HSBC after training.
• ● Winner of Sales Superstar Award, site topper in the month of May 2010