Kumar Surya Sovankar
Team Manager | People Engagement | Escalation Management | Leadership & Performance Optimization
- Role
- Customer Success Lead at Viva Money
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Kumar Surya Sovankar
With a career rooted in operations and evolved into customer success leadership, mainly…
Experience
Customer Success Lead
Aug 2025 — Present
Spearheading customer success operations at Viva Money Solutions, a fast-scaling fintech company, with a focus on enhancing the customer journey, optimizing service delivery, and driving operational excellence.Key responsibilities include:Leading and mentoring a high-performing customer success and support team to ensure seamless onboarding, issue resolution, and customer satisfaction.Collaborating cross-functionally with Product, Tech, and Business teams to bridge operational feedback and enhance user experience.Analyzing support trends, voice-of-customer data, and key metrics to drive continuous improvement.Implementing scalable support frameworks, SOPs, and automation to reduce turnaround time and improve operational efficiency.Leading initiatives to strengthen retention, reduce churn, and foster long-term customer relationships through proactive engagement.
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