Nikita Nayan
Customer Success
Noida,UP
Work Preference
Desired Job Title
Operations Support SpecialistHR Executive and GeneralistWork Type
Full TimeLocation Preference
On-SiteRemoteHybridLocation: Noida, UP, INGurgaon, HRDelhi, DLFaridabad, HR
Open to relocation: Yes
Salary Range
1100000/yr - 1500000/yrImportant To Me
Career advancementWork-life balanceWork from home optionCompany CultureTeam Building / Company RetreatsPersonal development programsSummary
Customer Success professional with 4+ years of experience in the HR tech (SaaS) industry, specializing in client onboarding, product adoption, and retention for mid-size and enterprise clients. Proven ability to manage end-to-end customer lifecycle, deliver high-impact training programs, and drive engagement across multiple HRMS modules. Skilled in stakeholder management, customer health monitoring, and improving client satisfaction and retention.
Overview
2
2
Languages
5
5
years of professional experience
Work History
Operations Support Specialist
Uneecops Technologies
03.2023 - Current
- Manage 60+ mid-size and enterprise client accounts, ensuring engagement, satisfaction, and long-term retention.
- Own the end-to-end customer lifecycle, including onboarding, adoption, engagement, and renewal support.
- Conduct 20+ onboarding sessions, webinars, workshops, and customer success programs monthly, improving product adoption and user proficiency.
- Develop and maintain strong customer relationships to enhance satisfaction, loyalty, and long-term retention.
- Act as a trusted advisor, guiding clients on HRMS best practices, and maximizing return on investment.
- Monitor customer health scores, usage trends, and engagement metrics to proactively identify risks and reduce churn.
- Analyze customer feedback and usage data to identify trends, and improve customer success outcomes.
- Collaborate with the Sales, Product, Support, and Marketing teams to ensure a seamless customer experience and smoother client transitions.
- Handle client escalations and critical issues, ensuring timely resolution, and maintaining customer trust.
- Conduct regular account reviews, check-ins, and QBRs (Quarterly Business Reviews) to ensure value realization, and identify future growth opportunities.
- Identify upselling and cross-selling opportunities aligned with customer needs and business goals, contributing to revenue growth.
- Coordinate with internal teams to provide prompt support and deliver tailored customer solutions.
- Develop training materials, knowledge base articles, and FAQs to improve customer self-service, and reduce support dependency.
- Deliver personalized recommendations and strategic insights based on customer usage patterns and business requirements.
- Support customer retention strategies by proactively addressing concerns, and ensuring successful renewals.
- Collaborate with product teams by sharing customer feedback, and enhancement suggestions for continuous product improvement.
- Lead initiatives to improve workflow efficiency and response times for customer inquiries and issue resolution.
- Train and mentor team members on customer interaction best practices, and customer success methodologies.
HR Executive and Generalist
Maslight india technology pvt ltd
09.2021 - 03.2023
- Managed HR operations including payroll processing, employee engagement, and attendance management
- Handled end-to-end employee lifecycle from onboarding to exit
- Supported HR policy implementation and ensured process compliance
Education
MBA - Project Management
04.2001 -
Bachelor of Arts - English
04.2001 -
Skills
Customer Success & Client Lifecycle Management
SaaS Product Adoption & Engagement
Client Onboarding, Training & Enablement
Stakeholder & Relationship Management
Customer Retention & Churn Reduction
Upselling & Cross-selling
Customer Health Monitoring & QBRs
Data Analysis & Usage Insights
HRMS Domain Expertise
Cross-functional Collaboration
Schedule management
Customer service
Revenue growth
Account management
CRM software
Timeline
Operations Support Specialist - Uneecops Technologies
03.2023 - Current
HR Executive and Generalist - Maslight india technology pvt ltd
09.2021 - 03.2023
Manipal University - MBA, Project Management
04.2001 -
Magadh University - Bachelor of Arts, English
04.2001 -