Gaurav Khakkhar

Manager - Customer Success & Technical Support @Trudell Medical International

London, ON, CA

Transformed retail partner challenges into actionable insights, collaborating with Product and Data Science teams to enhance operational efficiency. Identified and implemented process improvements and automation initiatives, boosting CSM productivity and streamlining customer engagement workflows. Partnered with CS leadership to define KPIs and built robust reporting frameworks to monitor performance and drive continuous improvement. Owned the end-to-end customer lifecycle for high-value strategic accounts, driving success plans and ensuring alignment with client business goals. Acted as the primary escalation point for complex customer issues, resolving incidents swiftly through cross-functional collaboration with Product, Engineering, Legal, and Support teams. Led and scaled a high-performing international team of Customer Success Managers, fostering a culture of excellence and continuous learning. Mentored team members to achieve career growth and consistently exceed performance targets through structured development plans and coaching. Defined the department’s strategic direction by establishing clear objectives, setting SMART goals, and fostering a results-driven environment while recognizing and promoting high-performing team members Built trusted advisor relationships with C-level stakeholders, influencing account strategy and ensuring alignment with long-term business objectives. Collaborated with Product, Marketing, Sales, and Support to enhance customer experience and deliver strategic insights across the organization. Advocated for customer needs internally, influencing product roadmap and service improvementsDesigned and optimized customer journey frameworks and playbooks tailored to strategic accounts, enhancing consistency and scalability.

Royal Roads University

Graduate Diploma in Project Management and Organizational Leadership, Project Management

VVP Engineering College - India

Bachelor of Engineering - BE, Electrical, Electronics and Communications Engineering