Involved in APR Charitable Trust
Smriti Nagalia
Bangalore
Bangalore
Summary
11 years of experience in Customer Success, Program Management, Strategy, Operations, Partner Alliance, Growth and Training at multiple startups/organizations.
Overview
20
20
years of professional experience
Work History
Head – Customer Success
SML India
01.2025 - Current
- Handled Team of 40 people for Customer Order processing, Queries & Escalations
- Improved major CS metrics like SO-MO (from >4 to
- Restructured the CS team in Q1 for efficiency and faster response to customer
- Implemented the CSAT for Top-customers and got a score of 4.2/5
- Did contingency planning when Customer order placement platform was down for 8 months ensuring no backlog is there
- Brought in new processes/automation of customer-level prices, PIs, SOs and MOs.
- Initiated tracker for urgent/delayed orders, complaints for faster customer response
Project Manager
US Tech Solutions
01.2023 - 12.2024
- Heading Partnerships for Automation, Data Mastery, Trainings, EOR, Metaverse etc
- Organized first ever US Tech Digital Conference; 50+ CXO participation
- Seeing RFP requirements, aligning internal teams, scouting external partners
- Worked with pre-sales team for Marketing content, Market research and Decks
- Kickstarted the ESG initiatives for US Tech by doing complete study of requirements
- Working on Data Analytics for the US Tech pre-sales team for performance review
Senior Manager – YouTube Growth
Unacademy
06.2022 - 11.2022
- Handled 26 YouTube Channels for All PG Categories and launched 14 New Channels
- Drive Channel metrics (Views, Watch Time, Subscribers) Up using Category Teams
- Monitor the SEO and CTR scores at video level and work to improve the metrics
- Drove key projects of SEO page creation, Distribution through campus ambassadors
Program Manager – PG Programs
Simplilearn
09.2021 - 06.2022
- Program Managed all PG programs run by Foreign Universities (Purdue, UMASS etc)
- Owned CX metrics; made CSAT 4.5+, improved TAT and FCR improve to meet targets
- Managed team of 14 for escalations ensuring a 95% resolution TAT within 24 Hours
- Got 81% Trainer's Deployment for masterclasses, content creation and trainings
Director – Strategy & Operations
Rareminds
01.2018 - 08.2021
- Managed End to End Operations for Training Programs from scheduling to logistics
- Developed Training Content and also did “Training Delivery” at colleges
- Handled Client interaction for BD of training programs. Bagged first School Program
- Managed the client relationship end to end & also managed the HR function
Manager Operations
CoworkIndia
06.2017 - 12.2017
- Managed CX escalations, understood concerns and ensured timely resolution.
- Was instrumental in retaining 2 key customers who wanted to exit
Manager Operations
Stonesoup
01.2017 - 05.2017
- Manage sourcing, identifying vendors; developed & promoted composting solutions
Lecturer/Teacher
Apeejay Group of Institutions
06.2005 - 05.2007
- Took classes for C, C++, MS Office and Windows & Networking and Basic Concepts
Education
M.Sc. - Computer Science
Apeejay College
01.2005
BCA - undefined
Apeejay Inst of Management
01.2003
Skills
- PMP Certified
- Clickup
- Edmingle
- Salesforcecom
- Zoho Bigin
- D365
- MS Office
- Zoho Recruit
- Remo
- Riverside
KEY ENGAGEMENTS
- Involved in APR Charitable Trust
- Flair of Organizing Events with high attention to detail
KEY ATTRIBUTES
- Extremely Organized
- Good People Manager
- Strong Follow-up
- Good Communication
- Interpersonal Skills
- Good Stakeholder Management
- Strong Negotiator
Additional Information
Extremely Organized
Good People Manager
Strong Follow-up
Good Communication
Interpersonal Skills
Good Stakeholder Management
Strong Negotiator
Interests
Flair of Organizing Events with high attention to detail
Timeline
Head – Customer Success
SML India
01.2025 - Current
Project Manager
US Tech Solutions
01.2023 - 12.2024
Senior Manager – YouTube Growth
Unacademy
06.2022 - 11.2022
Program Manager – PG Programs
Simplilearn
09.2021 - 06.2022
Director – Strategy & Operations
Rareminds
01.2018 - 08.2021
Manager Operations
CoworkIndia
06.2017 - 12.2017
Manager Operations
Stonesoup
01.2017 - 05.2017
Lecturer/Teacher
Apeejay Group of Institutions
06.2005 - 05.2007
BCA - undefined
Apeejay Inst of Management
M.Sc. - Computer Science
Apeejay College