Headline

Manager : Customer Success | Fintech & SaaS | Client Retention | Process Optimization | 10+ Years in Customer-Facing Roles

About

🚀 Customer Success Leader | Fintech & SaaS | Strategic Account Management With over 10 years of experience bridging the gap between complex technology and business value, I specialize in driving retention and scaling revenue. My background is a unique blend of corporate leadership and entrepreneurial grit—having co-founded a Fintech startup before leading high-impact initiatives at established tech firms. At Reboot Software, I act as the strategic bridge between clients and internal teams, translating complex requirements into seamless solutions. By focusing on process optimization and proactive advocacy, I’ve helped secure a 80% revenue boost through upselling and strategic renewals. Core Competencies: Key Account Management: Managing Tier-1 portfolios (including high-transaction banking partners like HDFC). Implementation & Onboarding: Leading end-to-end program launches (e.g., FASTag programs) and merchant enablement. Process Mapping: Documenting scalable solutions and transforming client feedback into product roadmaps. Conflict Resolution: Expertly navigating escalations to maintain high satisfaction and long-term loyalty. I thrive on building "trusted advisor" relationships where every touchpoint adds measurable value. Let’s connect to discuss Customer Success, Fintech innovation, or scalable business operations.

Location

New Delhi

Work experience

Client Success Manager / Implementation Specialist at Reboot Software Pvt Ltd, May 2023 - Present · 3 yrs 1 mo, Gurugram, Haryana, India, Strategic Liaison: Acted as the primary bridge between enterprise clients and internal engineering teams to ensure the seamless delivery of complex, multi-layered solutions. Process Optimization: Advised clients on scalable business processes through detailed process mapping and solution documentation, leading to increased operational efficiency and repeat business. Issue Resolution: Managed the end-to-end lifecycle of client tickets and support issues, resolving high-level escalations efficiently to maintain 95%+ retention rates. Revenue Growth: Partnered with sales teams to support upselling and cross-selling initiatives, contributing to a 10% year-over-year revenue increase across my portfolio. Requirements Gathering: Facilitated deep-dive sessions with business users to gather requirements, ensuring all implementations were perfectly aligned with their specific organizational needs. Account Governance: Managed contract compliance and maintained executive-level relationships across multiple high-value accounts in fast-paced support environments.

Co-Founder at Yahvi Fintech, Jul 2021 - Jan 2024 · 2 yrs 7 mos, Delhi, India, . Built and scaled a fintech startup offering FASTag sales and multi-service POS software. . Partnered with banks and retail outlets to expand distribution and service reach. . Led customer onboarding, product training, and support operations. . Developed and implemented customer-centric strategies to drive adoption and satisfaction.

Key Account Manager (HDFC Bank Portfolio) at 1Pay, Sep 2019 - Jul 2021 · 1 yr 11 mos, Rajori gardan, Delhi, Core Responsibilities & Achievements: Strategic Onboarding: Managed the end-to-end onboarding lifecycle for high-transaction merchants, ensuring a frictionless transition into the ecosystem. Program Ownership: Directly spearheaded the HDFC FASTag program, overseeing internal operations, logistics, and program compliance for one of the bank’s high-priority portfolios. Account Retention & Growth: Acted as the dedicated point of contact for HDFC Bank key accounts, providing product training and expert post-sales support to maximize client lifetime value. Performance Metrics: Consistently met and exceeded KPIs across three primary pillars: merchant activations, platform usage, and total revenue generation. Operational Excellence: Coordinated across internal departments (Operations, Tech, and Finance) to resolve bottlenecks and streamline the delivery of merchant services.

Assistant Operations Manager at Matchpoint GPS, Oct 2018 - Jul 2019 · 10 mos, Delhi, Delhi, India, . Managed North India operations, including scheduling, installations, and service delivery. . Led a team of 30+ field technicians and 7+ support staff. . Provided client training and on-site consulting, improving service quality and satisfaction. . Handled client complaints, technical issues, and financial reporting.

Operations Executive at Asian Cargo Movers, Jul 2010 - Jun 2018 · 8 yrs, Delhi, India, . Oversaw daily operations, rail shipment tracking, and customer coordination. . Managed billing, invoicing, and petty cash processes. . Maintained accurate MIS reports and ensured timely communication with clients.

Education

Bachelor of Arts - BA, Psychology, Bundelkhand University

High School Diploma, Art/Art Studies, General, Government Senior Secondary Schools