Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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NITIKA AMBARDAR

Mohali

Summary

Dynamic and results-driven Senior Renewals Strategist and Customer Success professional with over 10 years of experience in driving customer retention, maximizing revenue, and managing enterprise renewals for leading global technology organizations. Proven expertise in crafting and executing renewal strategies, reducing churn, identifying upsell opportunities, and fostering trusted customer relationships. Recognized for consistent quota achievement, strong cross-functional collaboration, and multiple global awards for excellence.

Overview

15
15
years of professional experience

Work History

Senior Renewals Strategist

Zscaler
11.2021 - Current
  • Designed and executed renewal strategies that maximized revenue retention and minimized churn across enterprise accounts.
  • Consistently achieved Quarter on Quarter Renewal Quota & Annual Contract Value (ACV) plan.
  • Partnered with Sales and Product teams to identify upsell opportunities, contributing to incremental revenue growth.
  • Built and nurtured trusted advisor relationships with customers, aligning technology solutions with business objectives.
  • Delivered multi-year, on-time renewals through customized proposals and negotiation.
  • Conducted cadence calls with Sales Leadership to improve forecasting accuracy and pipeline visibility.

Customer Success Manager

Authorgen Technologies
11.2015 - 10.2021
  • Acted as a trusted account manager, ensuring long-term customer satisfaction and success with e-learning solutions.
  • Proactively analyzed customer usage data to identify adoption gaps and recommend improvements.
  • Delivered product demonstrations and onboarding sessions for individual and enterprise clients.
  • Maintained structured customer communication data to strengthen client engagement.
  • Collaborated with Product teams to incorporate client feedback into product roadmap.

Senior Executive – Quality (Customer Service)

Vodafone Spacetel Head Office
07.2014 - 01.2015
  • Conducted performance analysis and implemented process optimizations to improve customer service delivery.
  • Supported management with quality initiatives, ensuring compliance with customer service standards.

Technical Support Engineer (TSE II)

Quark Publishing R&D
09.2013 - 07.2014
  • Delivered high-quality technical support for publishing software, enhancing customer experience and satisfaction.
  • Collaborated with engineering teams to troubleshoot complex software issues and enhance product stability.
  • Developed and maintained thorough documentation for troubleshooting processes and user guides to streamline support operations.

Quality Lead

IBM Global Process Services
08.2010 - 08.2013
  • Led quality initiatives across multiple teams, ensuring compliance with organizational standards.
  • Implemented performance improvement strategies, resulting in improved KPIs and customer satisfaction.
  • Trained and mentored new hires on quality processes and customer service excellence.
  • Collaborated with cross-functional teams to drive strategic initiatives for product quality enhancement.

Education

B.Tech -

R.I.E.I.T Railmajra
Ropar, India
05.2009

Skills

  • SaaS Renewals Strategy
  • Customer Success & Retention
  • Enterprise Account Management
  • Cloud Security (Zscaler Platform)
  • Churn Reduction & Upsell Strategy
  • Revenue Forecasting & Quota Achievement
  • Cross-functional Collaboration (Sales, Product, Support)
  • Stakeholder & C-Level Engagement
  • Salesforce CRM & Data Analysis
  • Contract Negotiation & Multi-year Renewals
  • Process Optimization & Quality Improvement
  • Customer Advocacy & Relationship Management

Accomplishments

    • President’s Club Winner (Zscaler, 2024) – Recognition for top global renewal performance.

    • Impact Award (Zscaler, 2x) – Awarded for driving significant business outcomes.

    • One Team Award (Zscaler, 2023) – Honored for exemplary collaboration across departments.

Timeline

Senior Renewals Strategist

Zscaler
11.2021 - Current

Customer Success Manager

Authorgen Technologies
11.2015 - 10.2021

Senior Executive – Quality (Customer Service)

Vodafone Spacetel Head Office
07.2014 - 01.2015

Technical Support Engineer (TSE II)

Quark Publishing R&D
09.2013 - 07.2014

Quality Lead

IBM Global Process Services
08.2010 - 08.2013

B.Tech -

R.I.E.I.T Railmajra

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