Nitish Ghai
Manager - Customer Success
Gurgaon
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work History
Manager - Customer Success
MyOperator
12.2023 - Current
- Established customer success team responsible for tracking and management of $20M of recurring revenue with 10k customer base
- Improved CSAT from 71% to 95% within span of 3 months
- Implemented new customer centric processes and improved resolution time from 7 working days to 48 hours
- Increased product adoption rate to 15%
- Consistent MoM improvement in terms of projected revenue retention ( 70% to 78% )
- Consistent MoM improvement in churn reduction from 28% to 19% ( presently ) through effective strategies
- Define customer success strategies to maximize net revenue retention & logo retention
- Minimize Churn, Maximize Retention, Maximize renewals, Maximize product adoption, Maximize upsell/cross-sell opportunities
- Track NRR, GRR and Logo Retention on monthly basis
- Create ROI and Value proposition to customers for continued renewal of contracts
- Led CS team of 35+ employees which includes functions such as Onboarding, Account Management & Support.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Conducted competitive analysis to identify market trends and capitalize on emerging opportunities for growth.
- Reduced operational costs through comprehensive process improvement initiatives and resource management
Team Leader - Client Happiness
Exotel
11.2021 - 12.2023
- Responsible for Team & their metrics
- Managing tickets, chats, Voice & CS-SMB team
- Track, discuss & improve the team performance through weekly 1:1s
- Escalation management & adherence to SLAs
- Process & Product improvements, success plans for SME/SMB/Enterprise customers like ICICI, Flipkart, Myntra, Bajaj, OLA, Zerodha, Dunzo etc
- Hiring, Training, Mentoring & overall development of the team
- Interact, collaborate & interact with other departments including product & engineering team
- Responsible for over-achieving CSATs (SME/SMB/Enterprise clients)
- Responsible for team numbers, service reports, overdue cases, QBRs, monthly sync up with Product managers for product, its features, customer feedbacks and enhancing overall experience
- Making sure that team has enough resources/tools available to enhance customer experience, resolve queries of clients within SLAs
- Making sure clients are pre-notified about any downtime communication coming from Product & telco operators, RCA preparation
- Audits of tickets, calls, chats and analysis of their numbers
- Making sure that product support articles are up-to-date for our customers and changes are made with new updates coming in
- Making sure that the conduct of team has no harm to the reputation of Exotel
- Conduct team training fortnightly and making sure their product/process knowledge is top-class
- Weekly connect with tech support and Engineering team and making sure genuine product cases are resolved on time
- Reduce ticket volume and enhancing the overall experience of clients
- Creating SOPs, Runbooks, Escalation ladders related to product, process and internal team training programs.
Team Leader - Customer Success
MyOperator
09.2016 - 11.2021
- Managing 8 customer success managers ensuring on-time service delivery to existing clients & conducting renewals & relationship-expansion conversations with B2B business heads
- Developed metrics to proactively track client health which improved client retention to 10%
- Maintained +30% NPS, Improved FRT, Response time & Resolution time on tickets
- Managing client escalations, collecting performance data to analyze team trends
- Making sure that the team is equipped with better tools to provide world class product experience to the clients
- Monitor team trends and client satisfaction through various reports, ticket reviews and client calls
- Maintained overall churn rate below 18%, increased referral rate to 60%
- Developing and implementing client success processes
- Coordinating with internal resources such as sales, QA, Marketing, Product development and account management to ensure detailed and timely delivery to the clients
- Building strategies around revenue management, Upselling, Referral building and additional product selling
- Implementing various internal projects from new change of software to new change of process for the benefit of the organization
- Monitored weekly/monthly/quarterly revenue quotas and parallely engaged in the customer success communities (Linkedin and online meet-ups etc)
- Involved in bringing various customer insights, created valuable data dashboards & provided same insights to different teams for their purposes.
Education
12th -
CSD Inter College
04.2007 - 05.2009
Aircraft Maintenance Engineering -
Indian Institute of Aeronautics
04.2009 - 05.2012
Skills
Freshdesk
Zoho
Salesforce
Confluence
Kibana
Quicksight
Postman
Product board
Data Studio
Relationship Building
Cross-Functional Teamwork
Team Collaboration
Expense Tracking
P&L
Timeline
Manager - Customer Success
MyOperator
12.2023 - Current
Team Leader - Client Happiness
Exotel
11.2021 - 12.2023
Team Leader - Customer Success
MyOperator
09.2016 - 11.2021
Aircraft Maintenance Engineering -
Indian Institute of Aeronautics
04.2009 - 05.2012
12th -
CSD Inter College
04.2007 - 05.2009
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