Shilpa Kumar

Managed institutional accounts including Cambridge, University of St. Gallen, and ICAG, ensuring seamless adoption of digital learning platforms. Served as Voice of Customer gathered product feedback, reproduced issues from the customers perspective, and delivered actionable briefs to engineering that influenced the product roadmap. Contributed to product roadmap discussions by surfacing customer-driven priorities and managing feature request backlog in Jira. Participated in SAFe PI Planning cycles to align delivery timelines with customer commitments and engineering capacity. Reduced average onboarding time from 2 weeks to 7 days through proactive follow-up and structured engagement frameworks. Monitored account health indicators and implemented early interventions to resolve at-risk accounts before escalation. Tracked ARR across the institutional account portfolio, identifying contraction risks and working with the sales team to protect and grow revenue through timely renewals and upsell conversations. Analysed NRR trends to measure the effectiveness of retention and expansion efforts, using insights to prioritise account coverage and executive escalations. Identified upsell and expansion opportunities through deep knowledge of customer workflows and goals. Proactively identified cross-sell opportunities by mapping additional platform modules and services to customer workflows, surfacing relevant solutions during QBRs and regular account touchpoints.

Managed a portfolio of 1015 active accounts within a 150-customer SaaS base, owning the full lifecycle from onboarding through renewal and expansion. Translated customer feature requests into user stories for engineering, ensuring teams understood not just what to build but why reducing post-launch revisions. Negotiated MVP delivery timelines with DevOps and engineering when full timelines were unfeasible, maintaining customer momentum throughout development cycles. Facilitated cross-functional workshops with engineering, QA, and operations teams to align on delivery milestones and customer requirements. Participated in SAFe PI Planning cycles, aligning customer-facing priorities with engineering sprint commitments. Conducted Executive Business Reviews (EBRs) presenting adoption metrics, ROI evidence, and strategic recommendations. Tracked and reported on key account health KPIs, NPS trends, and adoption metrics to inform retention strategy and executive reviews. Monitored ARR across the SaaS portfolio, flagging accounts showing signs of contraction and collaborating with sales and leadership to execute timely renewal and expansion plays. Used NRR as a core health indicator, analysing trends across the account base to distinguish healthy growth from at-risk churn and shape prioritisation of customer success efforts. Built reusable onboarding playbooks that improved delivery consistency and reduced time-to-value across the team. Monitored customer health signals and executed targeted retention strategies that reduced churn on at-risk accounts. Drove upsell and cross-sell conversations by identifying gaps between customer usage and available platform capabilities, partnering with sales to present relevant solutions at the right moment in the customer journey.

Handled 59+ customer interactions daily across a high-volume corporate cardholder environment including fraud calls, card declined cases, billing disputes, and escalations. Managed dispute resolution between customers and American Express, conducting structured root cause analysis and coordinating cross-departmentally to reach fair, timely outcomes. Consistently turned upset and high-stress customers into satisfied ones through empathy, clear communication, and decisive action maintaining top-quartile CSAT and NPS scores. Managed relationships with senior executives and finance leaders across complex multi-product portfolios, delivering premium personalised service. Supported ARR protection efforts by ensuring high-value corporate cardholders received proactive, premium service reducing voluntary account closures and driving retention among top-tier customers. Contributed to NRR by identifying and escalating expansion opportunities spotted during customer interactions, including multi-card upgrades and supplementary product conversations, to the relevant account teams. Recognised upsell and cross-sell signals during high-volume customer interactions flagging eligible cardholders for product upgrades, supplementary cards, and additional services, and routing opportunities to the appropriate sales and account teams. Mentored junior team members on customer engagement best practices, contributing to improved team-wide satisfaction scores.

Managed customer support across calls and Jira ticketing within SLA thresholds, handling licence renewals and account management with high renewal rates. Collaborated with engineering teams on complex product issues, serving as the customers internal advocate throughout resolution. Logged, tracked, and escalated support cases via ServiceNow, maintaining accurate records and ensuring SLA compliance.

Managed policy documentation, compliance processes, and endorsement handling in ServiceNow (SNOW), maintaining zero backlog through disciplined daily prioritisation. Used Jira to track operational tasks, process improvements, and cross-team action items, ensuring timely resolution and clear audit trails.

Delivered high-quality service in a high-volume call environment, consistently exceeding CSAT and resolution time KPIs. Leveraged ServiceNow and Jira for case management, workflow tracking, and cross-functional escalation coordination. Coached peers on quality and engagement best practices, contributing to measurable improvements in team satisfaction scores.