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 needs are being met. Identifying and target new business sales opportunities that close quickly for the highest revenue. Developing and providing program quotes to clients.

 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 training, telecom, data tools, processes,communications, and metrics.  Identified and implemented an effective and efficient change management tool within Client Service that applies across all sales, client and product segments.

 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 revenue, qualitative/verbatim analysis of big data & monitoring business health of a customer's account. Analyze & evaluate customers with high support/service usage compared to their overall contract valueACHIEVEMENTS• 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 new products to the process.• 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 clients through/after onboarding by understanding their needs, disseminating training resources and assisting with account setup. ACHIEVEMENTS• 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.