Pankaj Kumar Email & Phone Number

Auckland, New Zealand

• Optimised support processes to improve first response and resolution time, resulting in 15% improvements in NPS score.
• Implemented video tutorials for critical business practices and improved product adoption rate by 20%.
• Collaborated with the product marketing team in developing customer education materials, training resources, and playbooks targeted to reduce support inquiries.
• Implemented step-by-step self-onboarding resources to improve the onboarding experience and reduced the onboarding timeline by 20%.
• Managed a multi-million-dollar project in Mexico. 95% of deliverables were completed successfully.

Auckland, New Zealand

• Lead a newly created customer success team.
• Managed New Zealand IT partner accounts portfolios, generating 10M in annual revenue.
• Achieved a 95% renewal rate.
• Improved onboarding timeline by 25%.
• Achieved a 98% Net Dollar Retention (NDR), exceeding the company target of 95%.

Auckland, New Zealand

• Led a high-performing customer success team of 7.
• Developed and implemented a customer health scoring model, enabling proactive identification of at-risk customers with 80% accuracy.
• Successfully reduced churn rate from 22% to 9% in four years.
• 20% growth in NPS and 10% in customer referrals.
• Enhanced customer lifetime value by 2 years.
• Identified upsell and cross-sell opportunities and generated $3+ million in ARR.