Utkarsh Chandra Srivastava
Bengaluru
Summary
Experience in Product Management, Project Management, Competitive Analysis, Client Management, Order Flow & Inventory Management, Account Management, Ecommerce Operations &
Overview
15
15
years of professional experience
Work History
Senior Project Manager
Increff
07.2024 - Current
- Worked closely with the Co-founders to carry out the vision and strategic plan for the Project & Onboarding
- Led a team of 10 people to deliver 12 projects in 3 months, resulting in increased revenue by 20%
- Design service workflows, and process for clients, third party suppliers and support delivery system
- Generate High Level Solution Documents
- Demonstrated extensive knowledge of product, project management methodologies and processes
- Coordinated with external stakeholders, internal stakeholders, and other project team members to ensure projects are delivered on time
- Developed and implemented effective Solutions, project plans, and risk management plans
- Collaborated with product managers to translate customer requirements into technical specifications
- Established and maintained relationships with clients and internal teams to ensure successful project completion
- Effectively identify and mitigate project risks
- Facilitated project reviews and post-project reviews to ensure project success
- Provided senior-level project guidance and mentorship to project teams
Customer Success Manager
Increff
04.2022 - 06.2024
- Responsible for the overall strategy and success of the Customer Success team
- Responsible for managing and expanding over 73 accounts
- Maintained less than a 1% churn rate
- Experienced breakdown ambiguous problems into concrete, manageable components and delivering efficient operational solutions
- Developed the team's role and responsibilities, guidelines for cross-department communications and interactions, as well as the organization's strategy for Customer Success
- Develop and implement strategies to increase customer satisfaction and improve customer retention
- Monitor customer feedback and take action to improve the customer experience
- Develop and maintain relationships with key customers
- Analyze customer data to identify trends and areas of improvement
- Assist with onboarding and training new customers
- Collaborated with Product & Engineering to incorporate user feedback into product development
Customer Success Team Lead
Increff
07.2019 - 03.2022
- Developing and implementing strategies to improve overall customer satisfaction and retention
- Analyzing customer behaviour and data to identify opportunities for improvement in products or services
- Setting targets, KPIs, and goals for the team and tracking progress towards achieving them
- Providing training and guidance to team members on customer success best practices and product knowledge
- Collaborating with other departments, such as sales and product development, to ensure a seamless customer experience
- Handling escalated customer issues and resolving them in a timely and effective manner
- Reporting on customer success metrics and presenting findings to senior management
Sr. Product Analyst
Unicommerce E Solutions Pvt Ltd
03.2014 - 06.2019
- Managed 14 clients portfolio including domestic brands (Myntra, Jabong, Caratlane) and international clients (Vconnect, Hummartoms)
- Experienced in implementing SAAS-based ERP systems with SQL databases
- Skilled in business analysis, requirements gathering, and process modeling
- Adept at conducting system and performance testing
- Provided training and support to clients on product usage and best practices
- Performed data analysis and reconciliation to ensure data accuracy
- Facilitated regular client meetings to discuss requirements and solutions
- Collaborated with internal team members and customer representatives to clarify relationship of business and project goals and obtain enhanced perspective of development process.
Project Engineer
Primatel India Ltd
09.2013 - 02.2014
- Leading the planning, design, and implementation of Passive Optical Fiber Network solutions in around 25 Bangalore-based sites for Airtel
- Utilizing industry-standard tools like splicers and OTDRs to execute fiber optic installations and testing
- Partnering with vendors to coordinate project timelines, resource allocation, and budget management
- Providing regular updates on project progress to management and Airtel, highlighting key milestones and potential risks
- Conducting quality assurance checks to verify compliance with network standards and customer requirements
Operations Engineer
HBL Power Systems Ltd
02.2010 - 08.2013
- Responded swiftly to service requests and resolved issues efficiently, minimizing escalations
- Overseen the monitoring and management of over 55,000 sites across India
- Conducted comprehensive preventive maintenance audits across six North Indian circles/states to identify and address potential issues
- Maintained optimal site uptime by regularly collaborating with the field team to identify and resolve issues
- Successfully installed and commissioned battery banks at various sites to ensure reliable power supply
Education
Senior Management Program - General Management
Indian Institute of Management
Kozhikode, India04-2024
Bachelor of Technology - Electronics and Communication
Uttar Pradesh Technical University
Ghaziabad06-2010
Post-Graduation Diploma - Wireless Technology and Application
CDAC Noida
Noida, UP06-2009
Skills
- Leadership and Team Management
- Communication and Presentation Skills
- Collaboration and Cross-Functional Coordination
- Problem Solving and Critical Thinking
- Time Management and Prioritization
- Decision Making and Strategic Planning
- Conflict Resolution and Negotiation
- Risk Management and Mitigation
- Budgeting and Resource Allocation
- Stakeholder Management and Relationship Building
- Mentoring and Coaching
- Solution Design
Hobbies and Interests
- Sports - Cricket
- Table Tennis
- Watching movies
- Novels
Languages
English
Hindi
Personal Information
- Date of Birth: 01 May 1987
- Gender: Male
- Marital Status: Married
Timeline
Senior Project Manager
Increff
07.2024 - Current
Customer Success Manager
Increff
04.2022 - 06.2024
Customer Success Team Lead
Increff
07.2019 - 03.2022
Sr. Product Analyst
Unicommerce E Solutions Pvt Ltd
03.2014 - 06.2019
Project Engineer
Primatel India Ltd
09.2013 - 02.2014
Operations Engineer
HBL Power Systems Ltd
02.2010 - 08.2013
Senior Management Program - General Management
Indian Institute of Management
Bachelor of Technology - Electronics and Communication
Uttar Pradesh Technical University
Post-Graduation Diploma - Wireless Technology and Application
CDAC Noida
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