Kshitiz Narang Email & Phone Number

New Delhi, DL, IN

Toronto, Ontario, Canada

 Primary point of contact for key accounts. Overseeing programs, workflow development, project management, onboarding, implementation, training and providing ongoing support. Developing and maintaining relationships within assigned accounts, ensuring overall client satisfaction by analyzing, assessing and documenting client results to ensure customer.

 Responsible for all phases of service readiness and change management associated with product,program, policy and process launches, updates, and changes. Managing readiness email communications, “on-time” tracking and reporting, and identification ofopportunities for development of new services. Implementing and managing all changes required to.

 Tasked with managing internal process issues within the organization across all departments.  Building a process to track utilization, employee metrics & client experience metrics across all departments.  Managing various projects to decrease client service expenses & increase net profit by improving productivity of employees & overall client experience.

• (Cleared the IJP and transitioned to the customer initiatives team) Managing key strategic cross-functional programs and initiatives focused on improved customer experience, customer retention, increasing business.
• During my involvement in the customer initiatives team, overall lead generation by Client Services increased by 120% with a conversion rate of ~30%, through regular audits, conducting training sessions and introducing.
• Significant improvement in reducing cost of support by 95% of the accounts by encouraging customers to use Cvent’s knowledge base, self-help training/certifications & other relevant methods.

India

•  Responsible for managing 40+ mid-market accounts. Worked with U.S, EMEA & APAC region accounts. Drove platform adoption, retention & expansion to help clients effectively meet their business goals. Guided new.
• Maintained an NRR of 123% throughout my tenure.
• Reduced churn by 28% with extensive engagement on accounts through every stage of the account life cycle (on-boarding, implementation, success reviews etc.)
• Drove growth by identifying usage trends and work collaboratively towards each customer’s desired business outcome.