Avishek Agarwal
Operations & Project Leader | Managing Cross-Functional Teams | Customer Experience | Client Servicing | Growth | Revenue | Product | SaaS | Ex-Meritto
- Role
- Senior Project Manager at ETS
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Avishek Agarwal
I am a results-driven Operations & Project Management Professional with 6+ years of expertise in Enterprise Delivery, Client Onboarding, and Customer Success across the SaaS and EdTech industries. Currently working as Senior Manager – Operations at ETS, I have successfully managed 50+ enterprise projects valued at ₹1 Cr+ annually, driving measurable improvements in TAT, CSAT, NPS, and invoicing accuracy.In my previous roles at NoPaperForms and Classplus, I built and scaled operational units, reduced escalations by 40%+, and contributed to revenue growth through efficient onboarding and client engagement. Skilled in Project Management tools (Jira, Zoho Projects, Zendesk), CRM platforms (Salesforce, Freshworks, Multiverse), and Business Intelligence (Power BI, Google Data Studio, Miro), I bring strong analytical and leadership capabilities.I am passionate about leveraging Generative AI and automation to streamline delivery processes, strengthen client relationships, and drive business outcomes. I look forward to connecting with organizations where I can contribute to operational excellence, customer success, and business growth.
Experience
Senior Project Manager
Nov 2024 — Present · Gurugram, IN
Managing a portfolio of large-scale assessment projects including both domestic & international (₹2 Cr+ annually) with 100% on-time, high-quality delivery aligned to client SLAs.2. Improved TAT, CSAT, and invoicing accuracy—reducing disputes and accelerating revenue realization.3. Led governance reviews, RCA reporting, and executive dashboards to support renewals and upsell opportunities.4. Strengthened client communication, reduced escalations by 30%, and drove 15–20% growth in upsell/cross-sell revenue.5. Partnered with Product, Tech, and Solutioning teams to create scalable onboarding frameworks improving client retention.6. Developed Power BI dashboards for KPI tracking, risk mitigation, and SLA monitoring.
Education
Lovely Professional University
Master of Business Administration - MBA, finance and marketing
2019 — 2021
Bidhan Chandra College
Bachelor of Commerce - BCom, Accounting and Finance
2015 — 2018
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