Kshitiz Narang
Implementation Lead @Cvent
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WORK HISTORY
Implementation Lead @Cvent
I lead high-complexity implementations for Cvent\'s Splash platform, ensuring enterprise clients achieve their strategic event marketing goals. Beyond core delivery, I champion internal innovation—developing AI tools, redesigning processes, and acting as a product SME to bridge client needs with our platform\'s evolution.Key Responsibilities & Achievements- Manage the portfolio\'s most technically demanding implementation projects, maintaining a 100% Client Satisfaction (CSAT) score and 80% burn rate efficiency- Serve as the primary Splash subject matter expert (SME), consulting with clients on platform configuration and best practices to achieve complex use cases- Spearheaded internal innovation as the Smartsheet Champion, leading requirements gathering and testing for a company-wide project management overhaul aimed at boosting team efficiency- Pioneered the development of an internal AI agent to answer team queries on products and processes, reducing dependency on synchronous support- Drive the customer feedback loop as the team\'s Product SME, conducting qualitative analysis to directly influence the product roadmap- Designed and documented scalable internal processes, including a formal QA framework and project closure protocol.
EDUCATION
Lancaster University
Master's degree
ABOUT KSHITIZ NARANG
Results-driven Customer Success & Implementation Leader with 10+ years of experience ensuring enterprise clients achieve maximum value from their SaaS investments. I specialize in transforming complex technical implementations into seamless client experiences, consistently achieving 100% retention and significant ACV growth.My expertise bridges strategic client management and internal operational excellence- End-to-End SaaS Implementation & Onboarding- Enterprise Client Retention & Growth Strategy (NRR/ACV)- AI-Powered Process Improvement & Tool Adoption- Cross-Functional Leadership & Team Mentorship- Customer Feedback Analysis & Product AdvocacyHighlights include: maintaining a 100% CSAT score while leading the most complex implementations at Cvent, increasing portfolio ACV by 58% at Limelight Platform (Toronto), and pioneering internal AI tools to boost team efficiency.I am actively seeking a Senior Customer Success or Implementation Management role in Canada where I can leverage my hands-on technical knowledge and strategic mindset to drive client outcomes and contribute to team growth. Open to roles in Toronto, GTA and remote positions.
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