UTKARSH KALA
Gurgaon
Summary
As the Head of Customer Success and a founding member at QuickReply.ai, I'm driven by a deep-seated passion for customer satisfaction. I've cultivated robust relationships, ensuring our clients consistently not only meet but exceed their goals.
My strategic approach extends beyond conventional Customer Success boundaries, enabling me to make substantial contributions to our organization's development and sales functions.
With expertise in customer success leadership, I collaborate closely with founders, CEOs, and cross-functional teams to drive business growth. My role spans customer retention, revenue generation, and overall company success.
Overview
4
4
years of professional experience
Work History
Head of Customer Success
QuickReply.ai
Gurgaon
03.2023 - Current
- Developed innovative AI solutions to enhance customer engagement and satisfaction.
- Streamlined operations by integrating automation tools, increasing efficiency by 40%.
- Led product development initiatives with cross-functional teams to deliver projects on time and within budget.
- Conducted market research to identify emerging trends and opportunities for growth.
- Optimized user experience through regular feedback loops and data analysis.
- Established strategic partnerships and data-driven decision-making processes to improve overall performance.
Technical Business Analyst
QuickReply.ai
Gurgaon
06.2022 - 03.2023
- Implemented advanced analytics for performance tracking and optimization of service delivery.
- Optimized user experience through continuous testing and iteration of platform features.
- Coordinated training programs to upskill staff on new technologies and best practices.
Business Analyst
QuickReply.ai
Gurgaon
06.2021 - 06.2022
- Managed client relationships to ensure project alignment and success.
- Analyzed performance metrics to drive continuous improvement initiatives.
- Created detailed reports outlining project outcomes and recommendations.
Skills
- Process automation and innovation
- CRM and Martech integration
- WhatsApp API
- Customer retention strategies
- Data-driven decision making
- Adaptability and flexibility
Innovation Projects
In-house CRM (Management Visibility)
- Tracking Customer Scaling, Growth, and Happiness
- Monitoring At-Risk Accounts & Evaluating CSMs Performance & Tracking Churns
In-house automation management (creating stepstones for the team)
- Generating projects for at-risk customers
- Scheduling follow-up calls/meetings
- Developing tier-based roadmaps for growth and retention
In-house support automation (enhancing CSAT)
- Automatic CSM assignment
- Optimal SLA management
- Revamp training and platform walkthrough documentation
In-house Onboarding Automation (Enhancing Onboarding)
- Effortless Customer Portfolio Development
- SLA Monitoring and Accelerated Onboarding
Timeline
Head of Customer Success
QuickReply.ai
03.2023 - Current
Technical Business Analyst
QuickReply.ai
06.2022 - 03.2023
Business Analyst
QuickReply.ai
06.2021 - 06.2022
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