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Ankush Saxena

Visionary Operations Leader with Solid experience managing all levels of multiple business programs including Planning, Budgeting, Development and Administration roles. Strong Call center operations and information technology leadership experience. In-depth knowledge of strategic planning and business unit development KEY SKILLS:
  • Role

    Head of Customer Success

  • Years of Experience

    13.5 years

Skillsets

  • NPS
  • Learning tech
  • Executive qbrs
  • Adoption journeys
  • Zendesk
  • Voice of Customer
  • Value Realization
  • Tableau
  • Salesforce
  • SaaS
  • Stakeholder Management
  • LMS platforms
  • Journey Mapping
  • Jira
  • Excel
  • Enterprise onboarding
  • Cx
  • CSAT
  • Confluence
  • AdTech

Professional Summary

13.5Years
  • Aug, 2024 - Present1 yr 7 months

    Senior Manager - Customer Experience

    Streambox Media

  • Head Of Customer Success (Enterprise SaaS)

    Shopalyst Technologies

  • Program Operations Manager

    Amazon India

  • Assistant Manager Customer Service

    Accenture Solutions

  • Project Manager Customer/Partner Operations

    OYO Hotels and Homes

  • Program Manager

    Bewakoof Brands Pvt Ltd

  • Quality Analyst Online Travel

    Serco Global

Applications & Tools Known

  • icon-tool

    Microsoft Excel

  • icon-tool

    Google Sheets

Work History

13.5Years

Senior Manager - Customer Experience

Streambox Media
Aug, 2024 - Present1 yr 7 months
    Acted as a strategic advisor for enterprise clients, mapped their goals to product capabilities, and drove personalized success plans. Drove engagement from onboarding to renewal, influenced product roadmap via VoC. Led executive QBRs, owned customer success metrics, and collaborated cross-functionally to align CX initiatives with business goals.

Head Of Customer Success (Enterprise SaaS)

Shopalyst Technologies
    Managed onboarding and adoption for enterprise clients in digital marketing and AdTech. Partnered with sales on renewals and upsell. Built and led CS teams across APAC and Europe.

Program Operations Manager

Amazon India
    Collaborated across CX, marketing, and tech functions to optimize customer-facing programs.

Program Manager

Bewakoof Brands Pvt Ltd
    Delivered CRM and customer experience initiatives across web and app platforms.

Project Manager Customer/Partner Operations

OYO Hotels and Homes

Assistant Manager Customer Service

Accenture Solutions

Quality Analyst Online Travel

Serco Global

Achievements

  • Delayed Delivery related issues reduced by 50%, revenue generation improved by 4%
  • Driving Supply Availability Increased to 92% Monthly Average rooms availability from 69% in Dec19
  • Partner NPS improvement from 13% to 65% within a span of 3 Quarters in 2020-21
  • Reduced Partner issues from 3.1 tickets to 1.2 tickets through proactive engagement

Major Projects

1Projects

Data Analytics:

Education

  • Bachelors in Commerce

    University of Jammu

Certifications

  • ITIL Service Management