Yogita Padake

Key Responsibilities & Achievements

• Led Customer Advocacy & Success programs, improving customer satisfaction, retention, and executive engagement.
• Managed large BFSI Colocation & Managed Services customers (Jan 2025 – Nov 2025).
  Since Nov 2025, managing PCS Cloud, Public Cloud, SAP, and Cyber Security enterprise customers.
• Handle 30+ strategic customers across India, MEA, and APAC, driving business growth and long-term relationships.
• Built strong 360° internal and external stakeholder engagement with CXOs, delivery, sales, and partners.
  Conducted QBRs, MBRs, GTM workshops, and AI-led transformation sessions to identify modernization and growth opportunities.
• Monitored customer health, KPIs, and operational performance while driving service excellence.
• Championed the Voice of the Customer by resolving escalations, improving customer experience, and supporting account expansion.
  

• Demonstrating leadership skills in heading entire Customer Engagement functions of the vertical
• Working closely with the customers, mapping requirements, suggesting viable products/services
• Designing customer segmentation approach, and effectuating engagement strategies for different segments of the customers
• Functioning as an escalation gate; addressing or resolving customer complaints on priority in order to accomplish the customer satisfaction matrices and delight
• Following-up and communicating with the customers for feedback collection
• Making noteworthy contribution in engagement ideas on company's social-media pages
• Partnering with cross-functional teams to keep a track of the projects including communication, technology and development
• Entrusting with responsibilities of simultaneously leading customer projects using various tools
• Boosting the quality, productivity, and performance of customer engagement unit by developing & formulating new processes and policies in line with the best practices
• Improving the brand identity/image and visibility by collecting reviews and testimonials
• Establishing and implementing attractive marketing plans for new products and services
• Administering delivery of key performance targets like Customer Satisfaction, agreed SLA / TAT/ and Quality Compliance; enhancing recovery rates for continued profitability of business
• Championing initiatives in improving the effectiveness of ongoing marketing campaigns/plans; also documenting the required reports
• Essayed a success story in managing the customer migration functions (Infrastructure or Antivirus migrations) along with 100% achievement
• Contributed towards improving the delivery of VR Migration of 190 Customer by realizing overall increase in customer satisfaction
• Honored with the Best Performer Award and Appreciation Certificate for individually performing successful customer migrations
• Preparing and delivering presentations to the customers pertaining to performance review and status of the operations, customer issues/resolutions and process improvements
• Nurtured team to accomplish 'Best Team Communication' / 'Earning Recognition' / 'Financial Reward' from upper management
• Fostering business relations and building rapport amongst the customers for repetitive business
• Working with the Leaders for development of business plans to approach new prospects
• Conducting RCA of client concerns in coordination with the concerned department; and tracked the status of action plans
• Displaying skills in implementing customer engagement business analysis
• Establishing the training programs to help the associated staff to support company goals
• Conducting performance reviews and sharing critical feedback to improve overall performance
• Developed comprehensive customer engagement plans, resulting in improved retention rates and increased brand loyalty.
• Championed a culture of exceptional customer service within the organization, setting high standards for team performance and leading by example.
• Implemented targeted outreach campaigns, leading to increased customer acquisition and long-term relationships.
• Launched successful incentive programs that rewarded loyal customers while also attracting new clientele.
• Identified areas for improvement in existing customer engagement processes by analyzing performance metrics and feedback data.
• Ensured high levels of security with strict access controls, vulnerability assessments, and patch management.
• Improved data center efficiency by implementing new monitoring tools and processes.
• Notified and facilitated communication with designated personnel in event of hardware, operating system or software failure.
• Managed vendor relationships for equipment procurement, ensuring cost-effective solutions without compromising on quality or performance standards.
• Managed data backups for seamless disaster recovery and business continuity efforts.
• Collaborated with cross-functional teams to ensure smooth operations across the entire data center infrastructure.

• Worked towards driving end-to-end Sales functions for the Education sector
• Identified the sales opportunities, devised strategies and implemented promotional plans in collaboration with the team
• Extended support towards the Sales Team to finalize customer sales and managed escalations
• Delivered sales trainings to the new Joinee with full emphasis on performance improvement
• Connected the customers with brands by utilizing the company selling model
• Motivated the sales team and promotional team members for achievement of defined targets
• Developed strong working relationships with staff, fostering a positive work environment.
• Improved customer satisfaction by addressing and resolving complaints promptly.
• Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.

• Developed and sent the proposals, contracts and correspondence to facilitate the sales process
• Ensured deal closure through strong client rapport and excellent product/service knowledge
• Interfaced with the clients for feedback and any additional support to maximize the brand loyalty
• Conferred with the Best Performer Award for proactively managing the business of banking giants: HDFC Bank, Axis Bank, ICICI Bank and others
• Conducted competitor analysis in order to keep track of competitor moves and market trends
• Shouldered the responsibilities of managing the audio-conferencing business for DSNL; also looking after collections of the same
• Successfully exceeded the sales goals by average of 100% in 2020
• Documented and maintained the sales reports and attended meetings to update the teams about new sales processes and trends
• Responded to the client calls/emails, delivered front-line support for product/service transactions
• Delivered excellent services to the new and existing customers by timely addressal of client issues

• Focused on expanding the organizational business & improved the profitability of the company along with identification and development of new streams for long-term revenue growth
• Developed new accounts by utilizing the exceptional negotiation and sales closing abilities
• Identified key markets and type of products in the assigned regions that provided company with a competitive advantage & improved profitability
• Executed plans to reach out unexplored market segments and the customer groups using market segmentation & penetration strategies for business expansion
• Identified BD opportunities and executing strategies for new client acquisition
• Developed and formulated business plans to achieve the business goals and to enhance the net revenue in the market
• Conducted market research and competitor analysis to keep track of market potentiality
• Developed the strategic marketing plans by analyzing business, market & competitor information
• Generated leads through cold calling, in-person visits and referrals
• Build strong business relations with suppliers/clients to drive long-term business development
• Extended support towards the sales team to drive growth and profitability
• Increased client base by identifying new business opportunities and cultivating strong relationships with key decision makers.

• Displayed efforts in attaining 100% collection from various HNI customers
• Conducted thorough customer account reviews, identifying potential problem areas and recommending corrective actions.

• Shouldered with the responsibilities of managing the Birla Project (worth 3 Crore); handling the collections functions; recognized and appreciated for successfully achieving the collection of INR 3 Crore within a span of 6 months
• Counseled debtors on payment options and arranged installment agreements.

• Successfully handled customer renewal business; and looked after 800+ Customers
• Appreciated for achieving the customer renewal and retention targets on quarterly-basis

• Engaged in interfacing with the customers and resolved customer complaints by answering the customers questions regarding policies and procedures
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.