"Your success lies in customers' success" - I live by these lines during the day. A customer-obsessed leader with a proven track record of driving success for clients in various industries. Skilled in building and managing high-performing teams, identifying customer needs, and implementing effective strategies to improve satisfaction and retention. Bringing a unique combination of strategic thinking and tactical execution to drive customer success. With over eight years of experience in customer success, I am passionate about helping small businesses achieve their goals and grow their revenue. I lead customer success at PagarBook, a start-up that provides an employee management app for millions of small businesses in India.In my previous roles, I have built and managed high-performing teams, identified customer needs, and implemented effective strategies to improve satisfaction and retention. I have also leveraged my skills and certifications in digital adoption, strategic thinking, and value realization to drive customer success for clients in various industries, such as SaaS, e-learning, employee benefits, and digital media. I bring a unique combination of strategic thinking and tactical execution to every project and challenge.
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Head Of Customer SuccessPagarbook Jul 2023 - Sep 2024Bengaluru, Karnataka, India -
Medical BreakMedical Break Nov 2022 - Jun 2023
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Head Of Customer Success & OperationsNova Benefits Sep 2021 - Nov 2022Bengaluru, Karnataka, India- Oversaw 10Mn book of business for retentions and steered NRR towards 160% (GRR >90%)- Initiated a Voice of the Customer program, which resulted in NPS participation going up to 70% from 20%- Moved the NPS by 60 points in 12 months (from -20 to +40)- Reduced onboarding TAT from 45 days to 15 days across markets- Expanded the team from 15 members to 96 members in 12 months, impacting 350+ clients- Launched a monthly newsletter for existing customer SPOCs with an open rate of 78%- Created a community for SME thought leadership among client Sponsors- Implemented a 24*7 Customer Support Team available over email, live chat and voice calls. Average pickup time of 30 seconds and a guaranteed 5-minute call back for missed calls and voicemails.- Improved operational TAT by 300% for backend operations efforts- Implemented a successful Customer<>Sponsor Connect program to foster stronger relationships.- Implemented multiple Success playbooks for High-touch and Tech-touch engagement, Sponsor Connect Program, Data-driven account score action plan, Hypercare Onboarding, Customer Advocacy and referrals, Sales to Success handoff, and Success to Product communication. -
Manager - Customer Success (Enterprise)Whatfix Dec 2018 - Sep 2021Bengaluru Area, India- Driving Product Adoption for Large Enterprise customers (Fortune 500 companies) across the geography- Conducted In-person Executive Business Reviews for Enterprise and Strategic Customers- Expertise in delivering Digital Transformation projects with measurable & strategic outcomes- Ensuring customer success through an intense focus on positive business use cases, valuerealization, consumption improvement, and strategic advisory- Ensuring strategic solutioning focused on value identification, value implementation & valuerealization by the customers- Worked with Customer Advocacy Function to build an active customer community- Nurtured multiple Whatfix Advocates to speak at Public Forums- Active member of the Interview Panel to drive strategic hiring for the function -
Sr. Customer Success ManagerFlype Inc. May 2018 - Dec 2018IndiaConducting successful demo of the Product at the Pre-Sales StageOn-boarding new Clients Providing strategic advice to existing customersExpectation Management of the existing high-value customersEnsuring retention for all customersAct as a liaison between the customers and our Product TeamDevising and implementing Client Success Strategy for better utilization of the ProductProviding data-driven advisory to Clients to use the Product at its fullest potentialManaging feature release expectations -
Lead - Customer SuccessSmartquest Capability Solutions Feb 2017 - May 2018Pune Area, IndiaManaging and leading the team of Customer Success ManagersOn-boarding of new Clients Expectation Management of the existing high-value customersEnsuring retention for all customersProduct Implementation at Client SiteDevising and implementing Client Success Strategy for better utilization of ProductProviding data-driven advisory to Clients to use the Product at its fullest potentialManaging feature release expectations
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Learning ArchitectMindtickle Jun 2016 - Feb 2017Pune Area, India• Determine, recommend and document instructional standards and strategies, learner engagement strategies, and evaluation plans• Interact and communicate with client and advise best practices and approaches for handling employee training and related content• Work with subject matter experts/customers to define appropriate and engaging instructor led training solutions including creative and interactive elements, testing and tracking• Understand, articulate and document clear learning objectives and behavioral outcomes• Effectively prioritize and manage multiple projects to completion and meet desired milestones• Analyzing and understanding content received from clients• Creating instructional design documents and initial query documents• Conceptualizing content treatment with the help of both narrative and visual media• Providing production support to both graphic designers and programmers• Reviewing outputs of developed courses and providing feedback to the development team -
Instructional System DesignerDelphianlogic Technologies Jan 2015 - Jun 2016Pune Area, India -
Associate - Digital MediaNetscribes Jul 2014 - Jan 2015Kolkata Area, India -
Management TraineeBridge And Roof Co. (India) Ltd. Apr 2012 - May 2012
Ankit P. Education Details
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Asutosh College, Calcutta UniversityHuman Resources Management/Personnel Administration, General -
Calcutta Boys SchoolBusiness/Commerce, General
Frequently Asked Questions about Ankit P.
What is Ankit P.'s role at the current company?
Ankit P.'s current role is Head of Customer Success | Driving Customer Success Growth @ PagarBook.
What schools did Ankit P. attend?
Ankit P. attended Asutosh College, Calcutta University, Calcutta Boys School.
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