Summary
Overview
Work History
Education
Skills
Timeline
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Kritika Gadia

Bengaluru

Summary

Results-driven operations leader with 6+ years of experience across contracting, order management, billing, and customer lifecycle operations. Skilled in managing complex enterprise deals, ensuring financial compliance, and driving operational excellence across global accounts. Adept at optimizing post-sales workflows, resolving escalations, and partnering cross-functionally to deliver accurate, timely, and compliant customer experiences at scale.

Overview

4
4
years of professional experience

Work History

Senior Renewals Operation Manager

Branch Metrics
BANGALORE
12.2024 - Current
  • Spearhead contract lifecycle management and renewal strategies across global enterprise accounts, ensuring compliance, timely execution, and financial accuracy.
  • Developed and maintained 120-day forecast models, driving predictable revenue and aligning with Microsoft's account planning discipline.
  • Led pipeline and billing risk reviews, reducing missed renewals and ensuring contract and billing integrity aligned with internal audit and SOX policies.
  • Partnered cross-functionally with finance, legal, and operations to streamline order-to-cash cycles, enabling invoice clarity and timely collections.
  • Acted as customer point of contact for escalations, successfully resolving operational issues while driving world-class CSAT scores.

Renewals Manager

Branch Metrics
Bengaluru
03.2023 - 11.2024
  • Managed end-to-end deal validation and order approval workflows, aligning with Microsoft Licensing and EA lifecycle standards.
  • Orchestrated cross-regional credit and billing exception approvals, working closely with finance to ensure accurate re-billing and audit readiness.
  • Tracked and communicated billing risks and PO coverage gaps to stakeholders, ensuring alignment on commercial deliverables.

Assistant Manager - Customer Operations

InterviewBit Software Solutions
Bengaluru
01.2022 - 02.2023
  • Designed and implemented a retention playbook, improving customer lifecycle engagement and delivering ~20% churn reduction.
  • Built and led a customer service team, creating SOPs and driving key service metrics (FCR, CSAT, NPS).
  • Owned stakeholder communication for escalated accounts, enabling fast turnaround and improved post-sales experience.

Business Operations Associate

InterviewBit/Scaler Academy
Bengaluru
03.2021 - 12.2021
  • Drove product adoption through hands-on demos and personalized user journeys, aligning with customer business objectives.
  • Actively analyzed VOC data to inform product and service improvements, ensuring a scalable, feedback-led operations approach.

Education

MBA - Core Marketing

CMS Business School
Bangalore
03.2021

B.Com - Accounting and Business Strategy

Mount Carmel College
Bangalore
03.2018

ISC - Commerce

St Xavier's School
Burdwan, West Bengal
03.2015

Skills

  • Contract Validation & Order Management
  • Pipeline Management & Forecasting
  • Credit Approvals & Billing Execution
  • Operational Excellence & Compliance
  • Customer Service Escalation Management
  • Stakeholder & Cross-Functional Collaboration
  • KPIs: CSAT, NPS, Billing Accuracy, Retention Rate
  • Tools: Salesforce, Looker, Gong, Staircase, ChatGPT, Excel

Timeline

Senior Renewals Operation Manager

Branch Metrics
12.2024 - Current

Renewals Manager

Branch Metrics
03.2023 - 11.2024

Assistant Manager - Customer Operations

InterviewBit Software Solutions
01.2022 - 02.2023

Business Operations Associate

InterviewBit/Scaler Academy
03.2021 - 12.2021

MBA - Core Marketing

CMS Business School

B.Com - Accounting and Business Strategy

Mount Carmel College

ISC - Commerce

St Xavier's School

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Kritika Gadia