RAVI PRAKASH SHARMA
Delhi
Summary
Dynamic Customer Success and Growth Leader with over 8 years of experience in the SaaS industry, specializing in client retention, strategic expansion, and high-performing team leadership. Expertise includes managing a portfolio of over 300 key accounts while consistently driving improvements in Net Promoter Score (NPS) and Customer Satisfaction (CSAT). Proven ability to scale business impact through process automation and the implementation of innovative product solutions. Committed to fostering strong client relationships and delivering exceptional results that align with organizational goals.
Overview
9
9
years of professional experience
3
3
Certification
Work History
Senior Manager-Customer Experience
Aakash Educational Services Limited
02.2025 - Current
- Managed SaaS Platforms
- Managed 300+ B2B SaaS accounts, driving measurable gains in retention, adoption, account growth, and expanding revenue through targeted cross-sell and upsell strategies.
- Built and automated CX dashboards for health, usage, and churn risk, cutting reporting time by 70% and enabling proactive engagement.
- Led NPS and CSAT programs, delivering 20%+ YoY improvement in satisfaction and loyalty.
- Automated onboarding, reviews, and feedback loops, boosting efficiency and customer experience consistency.
- Partnered with Product, Sales, and Support to deliver features that increased adoption and opened new upsell opportunities.
Manager Account Management & Operations
Edfora
10.2017 - 02.2025
- Company Overview: SaaS Products
- Led Customer Success for 50+ SaaS accounts worth Rs 35Cr+, driving retention and revenue growth, cross-sell and upsell.
- Managed and mentored a 12-member team, delivering 25+ concurrent projects with consistent quality.
- Built and automated CX dashboards, cutting reporting time by 85% and reducing churn.
- Streamlined onboarding and implemented process automation, reducing time-to-value by 40% and boosting client satisfaction.
- Achieved 20%+ YoY gains in NPS & CSAT and launched programs that lifted CSAT by 90%.
- Partnered cross-functionally with Product & Tech teams to deliver scalable SaaS features, influencing the product roadmap for 1M+ users.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Freelancer
Successive Technologies
03.2021 - 06.2021
- Company Overview: Offers IT Services
- Increased staffing efficiency by 40% by developing effective reporting and tracking frameworks Dashboards.
- Improved collaboration with cross-functional teams and streamlined processes.
- Established a team of 8 freelancers to deliver IT service solutions for a major client.
Business Development Executive
Cordova Publications
10.2016 - 07.2017
- Company Overview: Offer Books & Digital Products
- Generated and closed 25 high-value B2B leads, achieving significant revenue growth while managing key accounts across assigned territories.
- Conducted compelling product demonstrations for senior decision-makers, driving increased product adoption and client engagement.
- Expanded client base by 30% through targeted lead generation strategies and proactive relationship management, boosting market penetration.
- Strengthened long-term partnerships with strategic accounts, ensuring a 95% client retention rate and fostering loyalty for recurring business.
- Streamlined vendor relationships and optimized cash collection processes, improving operational efficiency by 20%.
- Delivered superior after-sale support, enhancing customer satisfaction and increasing repeat business opportunities by 30%.
- Achieved a 25% increase in average deal size, generating an additional 50+ Lakh in annual revenue.
Education
MBA - Marketing & HR
Jaipur National University
Jaipur, India01-2017
B.Com -
MATS University
Raipur, India01-2014
Skills
- Strategic planning
- Cross-functional team coordination
- Data-driven decision making
- B2B customer relationship management
- Escalation handling
- Customer advocacy
- People management
Certification
- Product Management Fellowship Product Space, May 2024
- Business Process Improvement Project Management Institute, Nov 2021
- Strategic Thinking Project Management Institute, Nov 2021
Timeline
Senior Manager-Customer Experience
Aakash Educational Services Limited
02.2025 - Current
Freelancer
Successive Technologies
03.2021 - 06.2021
Manager Account Management & Operations
Edfora
10.2017 - 02.2025
Business Development Executive
Cordova Publications
10.2016 - 07.2017
MBA - Marketing & HR
Jaipur National University
B.Com -
MATS University
Awards
Excellence Award Received 'Edfora Excellence award' for outstanding performance in Edfora in September 2019., Founder's Bricks Award Received Founders Brick for outstanding performance in Edfora in August 2019.
CRM, ANALYTICS & PROJECT MANAGEMENT TOOLS
- Salesforce, Amazon QuickSight, Jira, Advanced excel
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