Chirag Gilhotra Email & Phone Number

Bengaluru, Ka, In

Bangalore

As a team leader in the customer success realm, I've had the privilege of spearheading a dynamic team consisting of 10 Customer Success Managers (CSMs) and 2 Onboarding Specialists within the University Vertical. Managing a portfolio of 400+ university accounts, I've successfully maintained a churn rate below 7% YoY, amounting to an ARR of INR 40 million, with a notable NPS of +28 for the College Product. Through strategic optimization efforts, I've streamlined university processes, resulting in a remarkable 25% reduction in client onboarding time and a substantial 6-point increase in university clients' NPS. Additionally, I've facilitated training sessions for CSMs on effective cross-sell and upsell strategies, driving a notable 55% increase in cross-sell revenue within a year. Collaborating seamlessly with sales, marketing, product, and technology teams every week, I've led impactful discussions on product/feature prioritization. Notably, I led the ideation and development of the 'Superset Help Centre,' resulting in a significant decrease in average monthly tickets and an average daily active user count of 12k.

Bangalore Urban, Karnataka, India

Managed a diverse portfolio of over 85 university accounts, maintaining an impressive churn rate of less than 4% YoY, resulting in an ARR of INR 12 million and a remarkable NPS of +32 for Superset’s College Product. Collaborated closely with sales and marketing teams to gather requirements and issues, presenting them to the product team for effective resolution. Developed and documented SOPs for university clients and internal processes, facilitating quick knowledge transfer. Spearheaded the ideation and testing of innovative features, enabling the onboarding team to successfully onboard over 30 clients per week. Additionally, identified and capitalized on upsell and cross-sell opportunities, resulting in significant revenue growth for the University Vertical.

Sonipat, Haryana, India

Managed end-to-end production lifecycle in manufacturing, implementing manpower planning and streamlining cross-functional coordination. Served as the dedicated Client Single Point of Contact (SPOC) for India and China, overseeing production timelines. Directed concurrent operations, including Production Planning, Procurement, Inventory Management, Material Management, and Warehouse Operations.

Ludhiana, Punjab, India

As a Production Engineer, my expertise lies in the specialized monitoring and optimization of Tyre Building Machine (TBM) operations on the production floor. I took charge of overseeing and elevating the entire production process. Introducing innovative strategies played a crucial role in ensuring not only seamless operations but also in maintaining an elevated output quality. Additionally, I actively contributed to the continuous enhancement of TBM processes, resulting in a substantial increase in overall productivity.