Vishal D Panchal profile photo 1 on Tal

Vishal D Panchal

Manager - Operations and Customer Success (CRM & SaaS) | Leading teams to optimize onboarding, operational efficiencies, and build exceptional post-sale Client Lifecycle Management

Thane

5+ years of work experience

Agilisys
Sep 202510 mosPresent

Mumbai, Maharashtra, India

Agilisys is UK-based digital transformation partner with 25+ years experience and 1,000+ experts delivering data, cloud, automation and Generative AI solutions for 120+ public sector organisations, driving efficiency, innovation and secure service outcomes.
Blenheim Chalcot
Sep 202510 mosPresent

Mumbai, Maharashtra, India

Global venture builder with 26+ years of innovation, Blenheim Chalcot creates and scales GenAI-enabled companies across FinTech, EdTech, GovTech, Media and more. With 3,000+ staff and £1.8B+ assets, we provide funding, expertise and support to grow ventures from startup to exit.
Cover Genius
Aug 20241 yr 1 moAug 2025

Remote

Cover Genius is the global insurtech for embedded protection. Cover Genius enables partners to embed and sell multiple lines of insurance and other types of protection, resulting in an industry-leading post-claims Net Promoter Score (NPS) and more than 30 million happy clients. I successfully led initiatives that transformed operational efficiency and client experience at Cover Genius. • Developed a Gen AI-driven claims assessment portal, streamlining operations and improving accuracy. • Increased partnership renewal rates with major travel platforms through innovative API integrations. • Achieved a 26% reduction in cancellations, contributing to enhanced revenue retention across key verticals.
K12 Techno Services Pvt. Ltd.
Oct 20221 yr 10 mosJul 2024

Mumbai

K12 Techno Services Pvt. Ltd. is a leading education services provider in India, supporting over 110 schools across major metros like Mumbai, Bengaluru, and Hyderabad. It offers end-to-end academic, administrative, technological, and operational solutions, enabling schools to enhance efficiency and improve learning outcomes at scale. I led branch operations and client success efforts, achieving significant improvements in service delivery and financial performance. • Resolved client issues within SLAs, enhancing satisfaction and reducing churn rates. • Conducted operational audits, providing actionable insights that increased marketing conversion rates. • Planned and managed branch profit & loss, ensuring effective expense management and cash flow optimization.
WhiteHat Jr
May 20202 yrsApr 2022

Mumbai

WhiteHat Jr is a live, 1:1 online E-learning platform that provides a wide range of courses. It was founded in 2018 and acquired by Byju's in 2020. I successfully led operations and client support initiatives that drove significant improvements in service quality and efficiency. • Delivered 24/7 omnichannel support via multiple channels, and BOTs, maintaining excellent service delivery standards. • Implemented Lean methodology to resolve grievances, bridging gaps with vendors effectively. • Enhanced client engagement through tailored product demos for VIP clients, enabling successful upselling.

Education

shivaji university, kolhapur

Master of Business Administration, Operations Management and Supervision

shivaji university, kolhapur

20202 yrs2022
Kalinga University, Raipur

Bachelor of Science, Information Technology

Kalinga University, Raipur

20143 yrs2017

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Headline

Manager - Operations and Customer Success (CRM & SaaS) | Leading teams to optimize onboarding, operational efficiencies, and build exceptional post-sale Client Lifecycle Management

About

Experienced operations and customer success leader with over 9 years driving process excellence and service delivery in SaaS and telecom sectors. Proven track record at K12 Techno Services, WhiteHat Jr, Jio, and Cover Genius, optimizing KPIs, implementing NPS and QMS frameworks, and leading cross-functional teams to enhance operational efficiency. Certified in Agile, Lean Six Sigma, and Project Management, skilled in CRM tools, data analytics, and stakeholder management. Adept at leveraging data-driven methodologies and Kaizen principles to boost customer experience and revenue growth.

Location

Thane

Work experience

Customer Success Lead at Agilisys, Sep 2025 - Present · 10 mos, Mumbai, Maharashtra, India, Agilisys is UK-based digital transformation partner with 25+ years experience and 1,000+ experts delivering data, cloud, automation and Generative AI solutions for 120+ public sector organisations, driving efficiency, innovation and secure service outcomes.

Specialist, Customer Experience at Blenheim Chalcot, Sep 2025 - Present · 10 mos, Mumbai, Maharashtra, India, Global venture builder with 26+ years of innovation, Blenheim Chalcot creates and scales GenAI-enabled companies across FinTech, EdTech, GovTech, Media and more. With 3,000+ staff and £1.8B+ assets, we provide funding, expertise and support to grow ventures from startup to exit.

Global Support Lead at Cover Genius, Aug 2024 - Aug 2025 · 1 yr 1 mo, Remote, Cover Genius is the global insurtech for embedded protection. Cover Genius enables partners to embed and sell multiple lines of insurance and other types of protection, resulting in an industry-leading post-claims Net Promoter Score (NPS) and more than 30 million happy clients. I successfully led initiatives that transformed operational efficiency and client experience at Cover Genius. • Developed a Gen AI-driven claims assessment portal, streamlining operations and improving accuracy. • Increased partnership renewal rates with major travel platforms through innovative API integrations. • Achieved a 26% reduction in cancellations, contributing to enhanced revenue retention across key verticals.

Manager - Branch Operations & CS at K12 Techno Services Pvt. Ltd., Oct 2022 - Jul 2024 · 1 yr 10 mos, Mumbai, K12 Techno Services Pvt. Ltd. is a leading education services provider in India, supporting over 110 schools across major metros like Mumbai, Bengaluru, and Hyderabad. It offers end-to-end academic, administrative, technological, and operational solutions, enabling schools to enhance efficiency and improve learning outcomes at scale. I led branch operations and client success efforts, achieving significant improvements in service delivery and financial performance. • Resolved client issues within SLAs, enhancing satisfaction and reducing churn rates. • Conducted operational audits, providing actionable insights that increased marketing conversion rates. • Planned and managed branch profit & loss, ensuring effective expense management and cash flow optimization.

Manager - Operations & CS at WhiteHat Jr, May 2020 - Apr 2022 · 2 yrs, Mumbai, WhiteHat Jr is a live, 1:1 online E-learning platform that provides a wide range of courses. It was founded in 2018 and acquired by Byju's in 2020. I successfully led operations and client support initiatives that drove significant improvements in service quality and efficiency. • Delivered 24/7 omnichannel support via multiple channels, and BOTs, maintaining excellent service delivery standards. • Implemented Lean methodology to resolve grievances, bridging gaps with vendors effectively. • Enhanced client engagement through tailored product demos for VIP clients, enabling successful upselling.

Education

Master of Business Administration, Operations Management and Supervision, shivaji university, kolhapur

Bachelor of Science, Information Technology, Kalinga University, Raipur