SHUBHAM KHATRI
Certified Customer Success Specialist | Business Development
PROFILE
A Certified Customer Success Specialist with a proven track record in
enhancing client retention, satisfaction, and growth through data-driven
strategies and personalized customer engagement. Skilled in process
optimization, key account management, and cross-functional collaboration, I
CONTACT excel at aligning customer objectives with organizational goals. With a
strong foundation in NPS analysis, customer journey optimization, I am
+91 953-690-9000 passionate about driving client success and cultivating long-term
shubh03kh@[Link] partnerships.
New Delhi, India
WORK EXPERIENCE
EDUCATION Greeneity | Freelance 11/2023 - 10/2024 (1 yr )
Business Development and Customer Success
Master of Business Management
Identified and capitalized on new business opportunities, leading to
NMIMS | NMIMS University
increased revenue and fostering long-term relationships with key clients.
Business Management
Collaborated with cross-functional teams to create tailored solutions,
Bachelor of Technology utilizing data-driven insights to enhance client engagement and
Delhi College of Tech. and Mgt. | streamline customer onboarding, that improved satisfaction and retention.
MDU University Unirac Solar India LLP. 06/2019 - 09/2023 (4.5 yrs)
Civil Engineering Associate Manager - Customer Success and Process Control
Manage a portfolio of US clients, acting as their primary contact while
CERTIFICATES
cultivating meaningful relationships founded on trust, clear
Certified Customer Success communication, and a deep understanding of their needs.
Specialist (CCSS) Established key performance indicators to monitor customer success
Career Essentials in Business effectively, enabling timely interventions and acting as the voice of the
Analysis by Microsoft and customer within the organization to drive strategic improvements and
LinkedIn alignment with client expectations.
Collaborated with internal teams, including sales, marketing, and data
SKILLS analytics, to develop and deliver customized solutions that aligned with
client needs and expectations.
Customer Success Management
Tracked client satisfaction using NPS and churn rate metrics, gathering
Salesforce feedback to drive continuous improvements and enhance the customer
Cross-Functional Collaboration experience, leading to a 10% reduction in churn.
Teamwork & Leadership Led a customer success team, enhancing client satisfaction and retention,
Upselling and Retention Strategies which increased customer retention by 15%.
Data-Driven Decision Making Developed a data-driven customer success dashboard to visualize key
Effective Communication metrics and trends, enabling better decision-making and identifying
upsell opportunities.
Microsoft 365 (MS Word, Excel,
Designed customer-centric operational processes for the Commercials
PowerPoint, Visio)
Department, drafting SOPs, automated dashboards and flowcharts to
align with customer success and efficiency goals.
ACHIEVEMENTS Audited operations to minimize deviations, ensuring efficiency, improving
process consistency, enhancing customer satisfaction, and increasing the
Long service award: 4 years
design team's quality rate by 20%.
service award at Unirac
Handled design processes for key new customers, resolving technical
Awarded as “Rising Star of
issues and ensuring smooth project integration to maintain high customer
The Year” at Dimension Ind.
satisfaction. Monitoring team’s performance matrix and KPIs.
LANGUAGES Dimension India 05/2018-06/2019 (1 yr)
Solar Permit Design Engineer
English (Fluent) Met and exceeded my weekly production targets by a 10% margin every
Hindi (Fluent) week. Top-performing engineer for consecutive months in terms of
target achievement.
