Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Pankaj Dhall

Mumbai

Summary

Dynamic Customer Success Manager with a proven track record at ClearTax, driving product adoption and enhancing retention through strategic engagement. Expert in operations management and team building, I successfully improved NPS and reduced churn, leveraging data insights to deliver exceptional client experiences and foster long-term loyalty.

Overview

22
22
years of professional experience

Work History

Customer Success Manager

ClearTax
Mumbai
12.2024 - Current
  • Spearheaded customer onboarding and lifecycle management for enterprise clients, ensuring seamless adoption and user engagement from activation through to handover to Key Account Managers.
  • Acted as the primary point of contact for clients, aligning their business goals with product capabilities to drive value realization and retention.
  • Drove product adoption through personalized engagement strategies, leading to improved Net Promoter Score (NPS), and reduced churn.
  • Collaborated cross-functionally with Product, Content, and Support teams to represent the voice of the customer, and influence product roadmap decisions.
  • Leveraged analytics to monitor usage patterns, implement targeted interventions for at-risk accounts, and maximize customer satisfaction, and ROI.
  • Resolved client issues promptly and effectively in collaboration with technical support, ensuring customer trust and long-term loyalty.
  • Managed technical escalations related to product and integration for the delivery team, and provided GSTR1, GSTR3B, GSTR6, E-Invoicing, and E-way bills training to clients and their tax team using Clear (SaaS software) for doing their GST return filing.

Growth, Strategy & Retention

JetLearn
Mumbai
12.2022 - 12.2024
  • Part of the Growth team - Scaling up the Referral Program from 5% over sales through referral to 20%
  • Retention - Improving Retention/Renewal % from 82% to above 90%.
  • Training and coaching the Team on lead generation with our existing customer base

Operations Head

Ultimate11.com
Mumbai
05.2020 - 11.2021
  • Successfully launched the Android app after months of testing, research and marketing activities. Working with the technical teams, studying user experience to give the best UX at launch
  • Co - Ordinating with the development team and helping in App development/ Research / Testing
  • Engaging with users through tools like Facebook Analytics & Google Firebase
  • Managing budget & providing timely, accurate financial status for the current fiscal & future plan
  • Compiled new process guidelines and policies while dealing with customers and maintaining 95% customer satisfaction

Customer Success Manager

Lido Learning
Mumbai
09.2019 - 04.2020
  • Recruit and lead a team of excellent student advisors to help create the 'best in class' student success team in the industry.
  • From onboarding to retention, build programs that delight customers, improve loyalty and can scale within a rapidly growing business.
  • Write documentation and develop resources (SOPs, demos, videos, how to's, etc.) to help student advisors execute an excellent student success Contribute to creating a unique, modern, and relevant tone of voice to interact with Lido customers.
  • Extract, analyse, organize, and present Student Success related data to: Measure the impact of our Student Success efforts and continue iterating towards excellence with a data-driven approach.
  • Ensure we hit our targets - NPS, retention rates, outbound calls, self-service score, engagement rates and more.

Operations & Ticketing Manager

PAYTM Insider, OML Entertainment PVT LTD
08.2015 - 06.2019
  • Launched the ticketing for ISL and IPL matches for the first time on the platform. Leading on-ground operations, setting processes and execution
  • On ground management of box office operations for over 500 on ground experiences.
  • Stakeholder management including high level client servicing.
  • Highly effective project management skills working to tight deadlines with a high level of organization, time management and customer service.
  • Effective financial management with accurate record keeping and reporting.
  • Working effectively with teams across the business including marketing, production, and finance

Team Leader

ICICI Lombard
08.2014 - 08.2015
  • Strong leadership of team members, to keep motivation levels high, and staff attrition low - a key challenge in this industry.
  • Monitor, review and coach team members to meet performance targets and implement quality improvement in customer interactions.
  • Management tasks within the company, including being involved in both recruitment and facilitation of new joiner training programs.

Customer Service Associate

Mumbai
05.2003 - 12.2005
  • Monitoring of processes, problem solving and escalation.
  • Supporting team members in effective process implementation
  • Sales of broadband solutions to corporate and residential customer
  • Coordination with technicians to ensure positive customer outcomes.
  • Meeting of sales targets and associated reporting

Head - Referrals

The Queens English
  • Launched the referrals department with a target of 25% overall sales through referrals, and achieved the goal.
  • Working towards the company goal of achieving 50% of overall sales through referral leads (Currently we are at 37%)
  • Training and coaching the Team on lead generation with our existing customer base
  • Issue resolution of customer queries as the team is the first point of contact for the customers.
  • Recruit and lead a team of excellent advisors to help create 50% sales through referral team, which will be one of its kind in the ED Tech industry.
  • Customer Onboarding, Instalment collection & Retention.

Education

Bachelor of Commerce -

Mumbai

Skills

  • Operations Management
  • Retention
  • Team Building and Management

Accomplishments

  • Successfully launched a new fantasy gaming app called Ultimate 11
  • Awarded the Best Performer by the client at the global meet in Melbourne
  • Successfully launched new processes and streamlined migration for entire organizations

Timeline

Customer Success Manager

ClearTax
12.2024 - Current

Growth, Strategy & Retention

JetLearn
12.2022 - 12.2024

Operations Head

Ultimate11.com
05.2020 - 11.2021

Customer Success Manager

Lido Learning
09.2019 - 04.2020

Operations & Ticketing Manager

PAYTM Insider, OML Entertainment PVT LTD
08.2015 - 06.2019

Team Leader

ICICI Lombard
08.2014 - 08.2015

Customer Service Associate

05.2003 - 12.2005

Head - Referrals

The Queens English

Bachelor of Commerce -

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