Summary
Overview
Work History
Education
Skills
Websites
Core Competencies
Timeline
Generic
RICHA HORA

RICHA HORA

Relationship Manager
Greater Noida

Summary

Dynamic Operations and Customer Engagement leader with over 17 years of experience in Education Technology, Training, and Customer Service. Expertise in managing the entire customer lifecycle—from installation and onboarding to ongoing operations and renewals—ensuring a seamless experience at every stage. Proven ability to coordinate cross-functional teams, drive customer satisfaction, and resolve issues efficiently with minimal disruption. Consistently recognized as a top performer, earning multiple awards for excellence in client success, service delivery, and operational performance.

Overview

22
22
years of professional experience

Work History

Relationship Manager

Tata ClassEdge Limited
Noida
06.2024 - Current
  • Own the customer lifecycle across three states, managing operations from installation through adoption and renewals.
  • Coordinate daily service delivery by leading academic and technical teams.
  • Manage budgets, contracts, and commercial agreements, ensuring alignment with organizational goals.
  • Maintain proactive engagement with school leadership to strengthen relationships and drive satisfaction.
  • Drove large-scale customer engagement programs including ClassEdge Classroom Championships, Tata Building India, and Principal Leadership Programs, strengthening customer loyalty.
  • Contributed significantly to the Early Edge product modules, supporting customer acquisition and adoption.
  • Ensured successful migration of key clients to upgraded platforms, meeting upsell and cross-sell targets while minimizing disruption.
  • Achievements:
  • Achieved 90%+ renewal rates by building strong customer relationships and ensuring service quality.
  • Recognized as a top performer with multiple awards for client engagement and operational excellence.
  • Consistently secured benchmark training score of 4.5+ and achieved perfect 5 in customer satisfaction surveys.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Built and maintained relationships with new and existing clients while providing high level of expertise.

Regional Academic Head

Tata ClassEdge Limited
Noida
03.2020 - 05.2024
  • Directed implementation and service delivery across partner institutions in multiple regions.
  • Built frameworks to monitor product usage, engagement, and service delivery effectiveness.
  • Collaborated with outsourced staff and internal teams to ensure operational continuity.
  • Designed dashboards and reporting tools for leadership to track progress and risks.
  • Achievements:
  • Received Shabash Award for innovative initiatives in academic and operational improvement.
  • Improved operational visibility through structured reporting, reducing escalations by 30%.

Training Manager

Ebix Smartclass Educational Services Limited
Lucknow
09.2017 - 03.2020
  • Planned and executed onboarding and training programs across 150+ schools.
  • Conducted Train-the-Trainer sessions, induction programs, and soft skills workshops.
  • Gathered stakeholder feedback and used insights to refine service delivery and training design.
  • Collaborated with sales and operations teams to align client expectations with delivery.
  • Achievements:
  • Awarded for exceptional customer service and CSR contributions.
  • Successfully scaled training operations while maintaining high satisfaction scores.
  • Collaborated with other departments to align training programs with organizational goals and objectives.
  • Collaborated with cross-functional teams to develop customized training solutions, ensuring alignment with organizational goals and objectives.

Sr. Accounts Manager – Training & Operations

DS Digital Pvt. Ltd. (S. Chand Group)
Lucknow
07.2015 - 09.2017
  • Managed school-level operations from installation to ongoing service cycles.
  • Designed and delivered professional development programs for teachers.
  • Coordinated technical deployment teams, ensuring readiness and uninterrupted service delivery.
  • Achievements:
  • Strengthened teacher adoption and product utilization through tailored training initiatives.
  • Developed deep knowledge of customer businesses and relationship to company objectives.
  • Delivered sales presentations and pitches to clients, upper management and junior sales associates for demonstration.

Area Manager – Support & Training

Educomp Solutions Ltd.
Lucknow
01.2011 - 01.2015
  • Supervised a 25-member team overseeing deployment, training, and operational support in schools.
  • Maintained customer relationships and served as escalation point for service challenges.
  • Conducted periodic reviews and ensured timely reporting to leadership.
  • Achievements:
  • Awarded Silver Club Achievers Award and Rising Star Award for operational success and client satisfaction.

Consulting & Training Assignments

Sahara India, Makeover Labs & Freelance Roles
01.2006 - 01.2010
  • Delivered customer-focused training programs for corporate and educational clients.
  • Conducted soft skills and communication workshops to support workforce readiness.
  • Provided content development and training consultancy for organizational needs.
  • Achievements:
  • Recognized for effective delivery and innovation in content development.

Senior SME – Operations

American Express India Pvt. Ltd.
Gurgaon
01.2004 - 09.2006
  • Managed onboarding and compliance for new account operations, ensuring quality and accuracy.
  • Designed and delivered MIS dashboards for operational reporting and decision-making.
  • Mentored new employees, facilitating knowledge transfer and performance improvements.
  • Acted as escalation point and subject matter expert for critical processes.
  • Achievements:
  • Awarded multiple Shining Star Awards for consecutive quarters.
  • Recognized as Subject Matter Expert (SME) for new accounts operations.

Education

PGDBA - International Business & Marketing

Symbiosis College Distant Learning

B.Sc. - Information Technology

Manipal University

Intermediate - Arts

UP Board
Lucknow
03.1999

ICSE
Lucknow
03.1997

Skills

  • Customer lifecycle management

  • Transition Support & Operational Handover

  • Day-to-Day Operations Oversight

  • Stakeholder Communication & Relationship Building

  • Usage and engagement monitoring

Websites

Core Competencies

Proven expertise in EdTech operations and customer lifecycle management, with strengths in renewals, service delivery, stakeholder engagement, and platform migrations. Recognized consistently as a top performer, with awards across Tata ClassEdge, Educomp, and American Express. Skilled at ensuring smooth operational handovers, measurable customer satisfaction, and revenue growth, while building long-term relationships with schools and leadership teams.

Timeline

Relationship Manager

Tata ClassEdge Limited
06.2024 - Current

Regional Academic Head

Tata ClassEdge Limited
03.2020 - 05.2024

Training Manager

Ebix Smartclass Educational Services Limited
09.2017 - 03.2020

Sr. Accounts Manager – Training & Operations

DS Digital Pvt. Ltd. (S. Chand Group)
07.2015 - 09.2017

Area Manager – Support & Training

Educomp Solutions Ltd.
01.2011 - 01.2015

Consulting & Training Assignments

Sahara India, Makeover Labs & Freelance Roles
01.2006 - 01.2010

Senior SME – Operations

American Express India Pvt. Ltd.
01.2004 - 09.2006

B.Sc. - Information Technology

Manipal University

PGDBA - International Business & Marketing

Symbiosis College Distant Learning

Intermediate - Arts

UP Board

ICSE

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