Pritesh Pandya
Ahmedabad,GJ
Summary
Customer Success and Enterprise Relationship expert with 16+ years of experience in scaling customer engagement, retention, and CRM optimization across BFSI, FinTech, Manufacturing, and SaaS. Adept at SaaS product adoption, stakeholder management, and upselling strategies, ensuring long-term business success.
Overview
17
17
years of professional experience
1
1
Certificate
Skills
- Solution Consulting
- Data Analysis and Insights
- Product Adoption
- Stakeholder Management
- Revenue Growth
- Strategic Planning & Execution
- Service Delivery Excellence
- Net Promoter Score Improvement
- Churn Reduction Strategies
- Key Account Management
- Training & Development
- Leadership & Team Management
Work History
Manager - CRM
Astral
Ahmedabad
04.2022 - 09.2023
- Managed a team of 37, ensuring efficient project execution and user-centric product adaptability. Monitored staff performance and addressed issues.
- Formulated customer centric Systems & Processes to improve service standards and resolved customer problems.
- Facilitated collaboration between cross-functional teams to identify and address system development needs, ensuring alignment with organizational goals. Analyzed customer feedback data to develop action plans for improving system adoption.
- Led organizational change initiatives as needed or directed by leadership.
- Managed implementation of CRM software for the Sales and Marketing team, ensuring optimized system functionality & Created detailed reports on users activity.
- Extracted, analyzed and presented CRM data findings to senior management, provided actionable insights for strategic decision-making and business development.
- Collaborated with Sales, Marketing, and Finance to execute the DMS project, onboarding 400+ distributors.
- Spearheaded a user-driven KYC automation project, optimizing onboarding processes.
Regional Manager - Customer Success
Razorpay (Formerly known as Ezetap)
Ahmedabad (WFH)
02.2015 - 04.2022
- Managed a team of Customer Success Managers for SMB clients, ensuring they met targets and objectives. Maintained an average monthly recurring revenue (MRR) of over 30 Lacs and an average of 80% monthly active users across all accounts.
- Effectively managed and expanded major enterprise accounts including Amazon, GTPL, HILTI India, and Airtel, as well as government accounts like Bhopal Municipal Corporation and Raipur Municipal Corporation, among others.
- Held monthly and quarterly business reviews with key stakeholders, driving cross-sell and upsell opportunities to enhance customer satisfaction. This approach fostered longer relationships and achieved an average yearly growth of 25%.
- Acted as the customer's advocate within the organization by providing feedback to improve products, sharing success stories with the marketing team, and representing customer perspectives in strategic meetings. Cultivated a collaborative culture that consistently surpassed growth targets and delivered outstanding customer service, resulting in less than 7% yearly churn and increased user satisfaction.
- Designed and executed personalized 90-day adoption plans, leading to improved product adoption and smooth user onboarding.
- Implemented strategies for higher customer retention, including proactive outreach, personalized support, and targeted upselling or cross-selling. Used industry benchmark metrics like Customer Health Score (CHS), Net Promoter Score (NPS), and Customer Churn Rate (CCR) to optimize account health and retention.
Business Relations Leader - Team Lead (Trade & Forex)
YES Bank Ltd.
Ahmedabad
12.2013 - 09.2014
Trade & Forex Current Account Manager
IndusInd Bank Ltd.
Ahmedabad
10.2012 - 11.2013
Manager - Business Development
Alpari Financial Services (I) Pvt. Ltd.
Ahmedabad
07.2011 - 05.2012
Territory Manager Team Lead
Stock Broking Sharekhan Ltd.
Ahmedabad
10.2009 - 07.2011
Business Development Manager
Stock Broking Kotak Securities
Ahmedabad
11.2007 - 08.2009
Benefit Advisor - VEBD
TATA AIG General Insurance Co. Ltd.
Ahmedabad
05.2006 - 05.2007
Education
PGDBM (Marketing) -
Tolani Institute of Management Studies
04-2006
B.Com. -
IV Patel College of Commerce, Nadiad
03-2003
Certification
- Certified ScrumMaster, Scrum Alliance, 2024
- PRINCE2 Practitioner Certification in Project Management, Oct 2020 - Oct 2026
- PG Certification Program in Digital Marketing & Communication, MICA, 2021
- Certified Six Sigma Green Belt Professional, Sep 2020
Timeline
Manager - CRM
Astral
04.2022 - 09.2023
Regional Manager - Customer Success
Razorpay (Formerly known as Ezetap)
02.2015 - 04.2022
Business Relations Leader - Team Lead (Trade & Forex)
YES Bank Ltd.
12.2013 - 09.2014
Trade & Forex Current Account Manager
IndusInd Bank Ltd.
10.2012 - 11.2013
Manager - Business Development
Alpari Financial Services (I) Pvt. Ltd.
07.2011 - 05.2012
Territory Manager Team Lead
Stock Broking Sharekhan Ltd.
10.2009 - 07.2011
Business Development Manager
Stock Broking Kotak Securities
11.2007 - 08.2009
Benefit Advisor - VEBD
TATA AIG General Insurance Co. Ltd.
05.2006 - 05.2007
PGDBM (Marketing) -
Tolani Institute of Management Studies
B.Com. -
IV Patel College of Commerce, Nadiad
Personal Information
Date of Birth: 01/06/83
Languages
- English
- Hindi
- Gujarati
References
References available upon request.
Personal Information
Date of Birth: 01/06/83
Hobbies
One of my most cherished pastimes is reading. I find immense pleasure in diving into the realms of non-fiction, particularly books on self-improvement and management. There's something deeply satisfying about gaining knowledge and insights that can positively impact both my personal and professional life.
Another activity I thoroughly enjoy is going for long drives. As I hit the road, I often find solace in the soothing melodies of ghazals and old Hindi songs. The combination of picturesque landscapes and soulful music creates an atmosphere of tranquility and relaxation, allowing me to unwind and recharge.
In essence, whether I'm expanding my horizons through literature or embarking on serene journeys behind the wheel, these hobbies play a crucial role in enriching my life and providing moments of joy and fulfillment.
Languages
- English
- Hindi
- Gujarati
Similar Profiles
Sean CampagnaSean Campagna
Maintenance & Installation at AstralMaintenance & Installation at Astral
Rachel M BrooksRachel M Brooks
Data Entry Coordinator at Astral ServicesData Entry Coordinator at Astral Services
Adele WilkieAdele Wilkie
Personal and Financial Assistant at Astral Operations LtdPersonal and Financial Assistant at Astral Operations Ltd