With 5+ years of diverse experience in product development, customer success, and strategic growth, I currently serve as the ead of Growth Product and Customer Success at MiM-Essay and MentR-Me. In this role, I am leading initiatives across B2B and SaaS projects , with a focus on scaling operations, enhancing customer experiences, and driving sustainable business growth.At MentR-Me, I oversee the development and optimization of test prep products for GMAT, GRE, IELTS, and TOEFL, using data-driven insights and continuous user feedback to refine the product lifecycle and elevate user retention. These efforts have resulted in a 10% boost in both product experience and retention metrics.In my role at MiM-Essay, I lead the B2B and B2C sales operations for the loans and accommodation vertical, where I’ve successfully forged strategic partnerships that have doubled revenue growth. Additionally, I’ve streamlined the application and counselor processes, helping over 300 students secure education loans and accommodation while improving operational efficiency and conversion rates.My leadership spans multiple verticals, ensuring that every product and service is aligned with customer needs and business goals. I also work closely with cross-functional teams to optimize SaaS offerings, ensuring scalability and long-term success for both clients and the business.Core Strengths: - B2B & SaaS Growth Strategies - Product Development & Lifecycle Management - Customer Success & Retention - Revenue Growth & Strategic Partnerships - Operational Efficiency & Team Leadership I’m passionate about building innovative, customer-centric solutions that drive growth and operational excellence. Let’s connect if you’d like to collaborate on delivering scalable B2B and SaaS strategies that make a measurable impact
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Head Of SalesShikhar SpacesNew Delhi, Dl, In -
Head Of Business DevelopmentKraya Ai Aug 2024 - PresentDelhi, India -
Manager, Customer SuccessMim-Essay Aug 2023 - Aug 2024Delhi, IndiaHelped more than 300+ students secure education loans and accommodationLed onboarding programs to ensure smooth product adoption and successful customer journeysReduced churn by proactively identifying and addressing customer pain pointsLeveraged customer feedback to drive continuous product and process improvementsCreated upselling and cross-selling opportunities by aligning customer goals with product capabilitiesCollaborated with cross-functional teams to deliver exceptional customer experience Led on strategic B2B (Loans & Accommodation) initiatives, resulting in a 100% growth in loan and accommodation partnerships, creating a fresh revenue stream with Gyandhan & Other top NBFCs / BanksSupport and maintain relationships with key users and decision-makers, keeping them connected to value being added by our products through routine reports, and outreach. -
Product Team LeadMim-Essay Dec 2022 - Sep 2023Delhi, IndiaManage the entire product life cycle from planning, development, implementation, and launch. Complete end-to-end ownership of the product.Analyzed product data and user feedback, resulting in a 10% improvement in the overall user experience and a 5% increase in user retention.Worked closely with stakeholders to define product requirements, ensuring alignment with business objectives.Mentored and guided 2 junior product interns, facilitating their professional growth and empowering them to take ownership of the project
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Assistant Operations ManagerMim-Essay Mar 2023 - Aug 2023New Delhi, Delhi, IndiaManage and mentor a team of 10 professionals, fostering a collaborative and high-performing work culture.Managed 200+ application process for students applying to major countries such as the USA, UK, Canada, and Australia, and assisted with successful admissions.Implement process improvements, resulting in a 15% increase in operational efficiency and a 30% reduction in application errors
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Customer Success Team LeadMim-Essay Mar 2022 - Feb 2023New Delhi, Delhi, India
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Customer Service AssociateMim-Essay Aug 2021 - Feb 2022Delhi, IndiaEstablished efficient workflow processes, monitored daily productivity, and implemented modifications to improve the overall effectiveness of personnel and activities.Directly engaging with leads and helping close them - via calls, email and chat Working with the Sales team and aiding in closing leads Analyze customer behavior and figure out ways/products to meet the requirements
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Product Development ManagerMentr-Me Aug 2023 - Aug 2024Delhi, IndiaBuilding MentR-Me Test Prep - GMAT/ GRE / IELTS / TOEFL Led a transformative GMAT test prep project from, increasing student engagement by 40% through AI-powered features generating a new sources of revenue.Conduct feasibility and impact analysis for product initiatives.Manage sprints, ensuring timely task completion and effective team coordination.Communicate the roadmap to stakeholders for better transparency and engagement. -
Product SpecialistCure And Compassion Jan 2021 - Jun 2021Delhi, IndiaUnderstanding customer behavior, expectations from the product analyzing usage trends, and product adaptability to increase usage and make the product sticky.By gathering these insights, the design and functionality of the product, service, or system can be refined and improved to better meet the needs and expectations of users. Ultimately, this approach aims to create user-centered designs that are intuitive, effective, and meet the needs of the people who use them.Reduced customer churn by 20%Work closely with internal teams to identify and drive critical projects in order to improve NPS and reliability metrics -
Sales Operations SpecialistBikat Adventures Pvt. Ltd. Aug 2019 - Nov 2020Delhi, IndiaIncreased average customer order size for new customers by 20% by understanding needs and recommending the right products.Exceeded 2 month’s sales target straight by 50%, in new product line launched.Negotiate/close deals and handle complaints or objections.Dealing with international clients, corporate and large groups of 20+ members as per the needs. -
Operations AssociateBikat Adventures Pvt. Ltd. Jun 2019 - Aug 2019IndiaPromptly handled an average of 200 customer inquiries and complaints per day with a 97% customer satisfaction rate. Managed around 6000+ customers on a monthly basis Converted data into actionable insights by using descriptive analytics outcomes using MS Excel & Tableau- which increased the feedback rating of the company by 25%Trained 20 colleagues and new employees on a new workflow during a period of company expansion to ensure attention to detail and adherence to company policy.
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Customer Relationship ExecutiveBikat Adventures Pvt. Ltd. Jul 2018 - Aug 2018Delhi, IndiaAssisted in 200+ tele-sales that brought in new customers to the company. Used Microsoft Office tools to track customer experiences,communication, and marketing efforts using MailChimp. Created brochure, pamphlet for marketing teams.Helped in improving the terms and conditions along with the top management, which helped in higher customer retention.
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Social Media MarketingSo Delhi Jun 2018 - Jul 2018New Delhi Area, India -
Marketing And Business DevelopmentCreative Hr Quantum Private Limited Jun 2017 - Aug 2017New Delhi Area, India
Niket D. Education Details
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Information Technology -
School Of SpanishA2
Frequently Asked Questions about Niket D.
What company does Niket D. work for?
Niket D. works for Shikhar Spaces
What is Niket D.'s role at the current company?
Niket D.'s current role is Head of Sales.
What schools did Niket D. attend?
Niket D. attended Dy Patil University, Guru Gobind Singh Indraprastha University, School Of Spanish.
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