Nikitha Raj
Customer Success Manager
Bangalore,KA
Summary
Dynamic Customer Success Manager with 6.8 years' experience and a strong background playing a vital role in the development, management, growth and retention of key accounts for a wide range of clients. Service-centric leader dedicated to fueling revenues, enhancing client experience and achieving top brand loyalty. Highly adept in performing within high-pressure and deadline-driven environments, driving full sales&Operations lifecycles with focus on territory expansion.
Overview
7
7
years of professional experience
9
9
years of post-secondary education
Work History
Customer Success Manager
1to1help.net Pvt Ltd
10.2022 - Current
- Managing a strategic portfolio of 35 mid-size & 5 large key accounts (Delhi), generating 1.5Cr quarterly revenue.
- Achieved exceptional client satisfaction with a 97% retention rate and exceeded revenue targets by 100% in Q4 in 2023.
- Onboarding a new client by doing a launch event for Leadership team, Managers and employees.
- Monthly, Quarterly and annual connects with all the stakeholders to ensure customer expectations are met.
- Secured client renewals through proactive account management and exceptional service.
- Led cross-functional teams to plan and execute impactful client-centric events (webinars, seminars, mental wellbeing programs).
- Sharing regular internal status updates and customer sentiments as directed with in internal tools and systems.
- Supporting backend activities such as preparing business review reports and maintaining the data.
- Delivered exceptional customer service with consistent 9-star ratings for responsiveness, proactive action, and resolution skills.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
Key Account Manager
Leadership Boulevard Private Limited
08.2020 - Current
- -Handling 32 schools across Karnataka with maximum schools of Bangalore.
- -Revenue generated from these 32 schools is 2 Crores
- -Generated additional revenue of 8 Lakhs to organisation by upselling and cross selling
- -Developed and maintained courteous and effective working relationships with cross functional teams and helped sales team to add revenue of 60 lakhs more
- -Offered friendly and efficient service to customers, handled challenging situations with ease and ensured 1crore revenue wingback
- -Increased customer satisfaction by resolving issues, My NPS went to 95%
- -Ensured product is reaching to deep rural areas by engaging with 1200+ parents by Conducting training and orientations for both teachers and parents
- -Conducted LEAD Ignite(marketing activity) to increase student enrolments by showing skill set of LEAD students to other local school students by conducting Student Led Conference and learn concept which triggered foot fall of 1000+ new students across 5 schools
- -converted 600 admissions which generated 1.5 crores for 5 schools
Supply Chain Manager
Leadership Boulevard Pvt Ltd
08.2019 - 07.2020
- -Tracking Oder details of 2000+ schools pan India
- -Sharing order details to stake holder to make sure smooth flow of delivery
- -Ensuring delivery as per order made by stake holders with 10 warehouse pan India
- -Making sure that correct ordered consignment has reached to customer also reporting to warehouses if there is any mismatch or defective delivery. Also making sure to deliver same to school by reordering
- -Making sure to update all reports of all warehouse everyday
Customer Service Executive
Leadership Boulevard Pvt Ltd
09.2018 - 07.2019
- -Handling tickets raised by schools
- -Following up with cross functional team to make sure issue is resolved within deadline.
- -Tracking of orders received at warehouse and making sure of smooth delivery of to order to school
Assistant Manager Operations
Blue Hyundai
08.2017 - 09.2018
- Managing team of 20 members and getting work done for smooth operations
- Conducting and handling internal meetings and providing training to staff based on profile
- Reporting work to higher authority based of daily, monthly and quarterly assignments
- Assigning work and conducting review meetings of staff
- Coordinating with all verticals to ensure smooth flow of operations such as accounting, service, sales and marketing
- Reviewing and analyzing software tools of all verticals to make sure better operation
- Having knowledge of all Agency Management System used in organization.
Education
Bachelor of Science - Information Science
Ballari Institute of Technology And Management
06.2011 - 04.2017
High School Diploma -
Indian PU Collage
06.2009 - 06.2011
SSLC -
St. Philomena’s High School
06.2008 - 06.2009
Skills
Key Account Manager
Team Handling
Cross Functional
MS Office
Client Support
Empathy
Critical Thinking
Relationship Management
Timeline
Customer Success Manager
1to1help.net Pvt Ltd
10.2022 - Current
Key Account Manager
Leadership Boulevard Private Limited
08.2020 - Current
Supply Chain Manager
Leadership Boulevard Pvt Ltd
08.2019 - 07.2020
Customer Service Executive
Leadership Boulevard Pvt Ltd
09.2018 - 07.2019
Assistant Manager Operations
Blue Hyundai
08.2017 - 09.2018
Bachelor of Science - Information Science
Ballari Institute of Technology And Management
06.2011 - 04.2017
High School Diploma -
Indian PU Collage
06.2009 - 06.2011
SSLC -
St. Philomena’s High School
06.2008 - 06.2009
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