Nikita Giri Email & Phone Number

Pune, MH, IN

Pune, Maharashtra, India

• Managing accounts worth $10 million in revenue with a 10% YoY growth. Identified up-selling and cross selling opportunities to drive sales pipeline growth and bookings, focusing on metrics like NDR, GMV, OTC/ARR, TCV.
• Managed long-term customer relationships through regular business reviews and align sales strategy with key buyers and influencers, ensuring sustained user experience, high client satisfaction, and a 50% increase in.
• Acted as the primary point of contact and trusted advisor for clients, addressing inquiries and escalations promptly while providing strategic insights and recommendations, positioning company’s products against.

Pune, Maharashtra, India

• Customer Success Manager, Customer Success Team
• Acted as a trusted advisor and independently managing the customer lifecycle for high-revenue global clients. Achieved 100% NPS participation and maintained an average CSAT score above 9 through proactive engagement.
• Worked with Marketing and Sales teams to provide customer insights, identifying opportunities for upsell and cross sell, resulting in 10% revenue growth.
• Forecasted churn and negotiated contracts with customers and internal teams to maximise renewals and reduce churn by 15%, enhancing overall customer retention.
• Monitored and expedited project deliveries, leading to faster revenue realisation and higher CSAT scores. Streamlining onboarding processes to ensure continuous engagement throughout the customer lifecycle.

Pune, Maharashtra, India

• Led a team of 5 as Team Lead/Project Manager for Cloud and Security Services at TATA Communications Ltd., managing the delivery of over 350 projects valued at USD 3.6 million (OTC) and USD 0.2 million in monthly.
• Deployed and managed projects across diverse technologies, including Cyber Security (DDOS, UTM, SIEM, Virtual Proxy, WAF, Anti-APT, Load Balancer), Private Cloud, Public Cloud, and Dedicated Hosting Services.
• Crafted and implemented customer communication strategies, providing weekly updates, leading project reviews, and mitigating risks. Partnered with cross-functional teams on complex MPLS/ILL delivery, cloud migration.
• Travelled up to 25% to meet customers for project reviews, business reviews, and status meetings, ensuring alignment with client expectations.

Chennai Area, India

• Solution Architect (SME) - Designed and implemented a solution desk for Cloud and Security Services, standardizing private cloud and DDoS offerings. Streamlined operations with process templates, reducing turnaround.
• Service Assurance - Developed and put into practice the ICARE Model for 24/7 Operations, boosting CSAT by 15% and overall customer experience by 20%. Worked closely with customer-facing teams, using feedback to.
• Product Management - Conducted market analysis and customer profiling for Managed Security Services (MSS) to identify sales opportunities, driving product bundling, cross-selling, and launch activities. Led development.

Master Of Business Administration (Mba), Systems And Finance

Bachelor Of Engineering - Be, Electronics And Communications Engineering

High School