PRIYANKA ADHIKARI
Hyderabad
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Success Manager - Merchant Success
Goexcelsior Private Limited (GOKWIK), Remote
10.2024 - Current
- Managed the entire International Market, overseeing both Tier 1 and Tier 2 merchant portfolios across the US, UK, Australia and the Middle East.
- Led the complete onboarding lifecycle for global merchants, ensuring smooth setup, accurate configuration and successful handover to operational teams.
- Oversaw merchant success and long-term relationship management, acting as the primary point of contact for performance, growth strategy and operational support.
- Managed a contract-based support chat team, including training, daily coordination, performance monitoring, escalation handling, chat audits, payroll processes, leave tracking and overtime approvals.
- Conducted detailed research and analysis of logistics companies to help prioritise product integrations and align them with market needs.
- Worked closely with the Product team to deliver enhancements, improve workflows and support international feature releases.
- Executed pilot feature rollouts with selected merchants to gather real-time product feedback, validate functionality and recommend adjustments prior to global release.
- Collaborated with Product, Sales and Marketing teams on competitor benchmarking to align features and flows with the top global competitors; contributed to RCA, documentation and merchant communication for new releases.
- Developed and executed a customer retention strategy that reduced churn by 10% quarter-on-quarter, with structured focus on Tier 1 followed by Tier 2 merchants and then the Tier 3 merchants.
- Increased quarterly book value by up to 15%, enabling successful transfer and scaling of merchant accounts.
- Provided regular reports and insights to senior stakeholders on merchant performance, product adoption, revenue contribution and risk indicators.
- Identified upsell and cross-sell opportunities by analysing merchant behaviour and product usage patterns.
- Implemented structured QBRs and performance reviews for key strategic accounts, improving engagement and product utilisation.
- Designed standardised processes and documentation to streamline onboarding, support escalations and merchant communication.
- Built strong relationships with merchants, enabling proactive issue detection, smoother integrations and long-term trust in the platform.
Account Manager - Customer Success
KEKA HR Technologies, Hyderabad
02.2023 - 10.2024
- Managed over 170 client accounts, focusing on retention and growth through regular health checks, training sessions, and upsell/cross-sell activities.
- Led customer onboarding processes, including the setup of new customers and adjustments to leave and payroll settings.
- Communicated effectively with senior client management and transitioned fully-implemented client accounts to specialized teams.
- Managed a team for data migration from various HRMS platforms to KEKA.
- Oversaw additional module onboarding and deliver comprehensive client training.
- Managed high-profile accounts from the UAE and Bangladesh, ensuring seamless service delivery.
- Developed and executed a customer retention strategy, resulting in a 7% decrease in churn.
- Completed setups for 24 clients, including international accounts, within 4.5 months.
- Collaborated with cross-functional teams to resolve customer-related issues, reducing onboarding processes to 10 days.
- Handled escalated accounts for SMBs and enterprise-level clients, ensuring customer satisfaction.
Operations Manager
Xlenc Inc USA, Hyderabad
06.2021 - 01.2023
- Led the employee life-cycle for over 51 employees, improving recruitment time and employee retention.
- Defined and monitored role-specific expectations for 8 roles, enhancing job performance.
- Provided operational insights and strategic recommendations.
- Coordinated over 15 client meetings and projects, ensuring 98% on-time delivery.
- Managed technical and non-technical teams to achieve organizational objectives.
- Presented budget reviews and cost plans to senior management.
- Conducted over 25 product demos, contributing to increased sales.
Education
Bachelor's - Business Administration
St. Joseph's Degree College
Hyderabad01.2022
ISC High School Diploma - ICSE Matriculation
St. Joseph's Public School
Hyderabad01.2019
Skills
- Core Skills
- Customer Success Management
- Key Account Management
- Global Merchant Management
- Client Relationship Building
- Retention and Churn Reduction Strategies
- Product Adoption and Enablement
- Onboarding and Implementation Management
- Operational & Analytical Skills
- Process Optimisation
- Customer Health Monitoring
- Data Analysis and Reporting
- Performance Review and QBR Execution
- Escalation Management
- Workflow Design and Documentation
- Competitor and Market Analysis
- Cross-Functional Collaboration
- Product Feedback and Feature Prioritization
- Coordination with Product, Sales and Marketing
- Pilot Rollouts and User Feedback Gathering
- Training and Support Team Management
- Management & Leadership
- Team Training and Performance Oversight
- Vendor and Contract Workforce Management
- Project Coordination and Delivery
- Stakeholder Communication
- Strategic Planning and Execution
- Technical & Domain Skills
- SaaS Platforms
- HRMS and Payroll Systems
- Logistics and Carrier Integrations
- API and Product Workflow Understanding
- CRM and Customer Support Tools
- Soft Skills
- Communication and Presentation
- Problem-Solving
- Time and Priority Management
- Negotiation and Conflict Handling
- Adaptability in Global Markets
Certification
- Financial Risk Analytics Certification NSE Certification
- Business English Certification (Distinction)
- Varsity Stock Market Basics Certification
Hobbies
- Reading Books
- A proud dog owner who enjoys spending time with my furry companion.
- Enjoy capturing unique and aesthetic moments through my phone.
- Deeply interested in learning about Hindu history.
Timeline
Customer Success Manager - Merchant Success
Goexcelsior Private Limited (GOKWIK), Remote
10.2024 - Current
Account Manager - Customer Success
KEKA HR Technologies, Hyderabad
02.2023 - 10.2024
Operations Manager
Xlenc Inc USA, Hyderabad
06.2021 - 01.2023
ISC High School Diploma - ICSE Matriculation
St. Joseph's Public School
Bachelor's - Business Administration
St. Joseph's Degree College