Nidhi Soni
Operations & Service Delivery Head | Global Contact Centres, BPO, ITES, GCC, & Shared Services | People Leadership | CX, Financials & Digital Transformation Strategy | Customer Success | Technophile & AI Advocate
- Role
- Customer Success Director at TecRivulet
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Nidhi Soni
I help organizations transform how they serve customers and run operations—smarter…
Experience
Customer Success Director
Mar 2024 — Present · AU
TecRivulet helps businesses implement and manage medium- to large-scale IT projects. Serves in ME, India, Singapore, Japan, Malaysia, the Philippines, and Cambodia. A few of the capabilities include:• End user experience management via CRM and helpdesk systems |Implementation of ITSM based systems |Application (mobile, web, system) development of various scales and industries | Automation and integrations between systems |Product development from MVP to large-scale deployment | Startup ecosystem creation and management |IT and cyber security process setup, audit and compliance |Enterprise wide cloud infrastructure deployment |Enterprise telecom infrastructure Implementation for inbound and outbound BPO processes |AI capability enhancements for process optimization |Business and system analytics services |Large scale government projects deployment with resident engagement.Nidhi is working as a Operations and Customer Success Director/ Consultant for Tecrivulet.(Freelance/Contractual work arrangement)Role:• Proactive customer relationship engagement, including reports on customer health, issues, and complaints, as well as coordination with technical divisions to remove roadblocks in project completion.• Encourage product adoption of implemented software/applications/CRMs by reviewing end-user feedback and providing suggestions for improvement.• Works closely with the Product, Project Implementation, Sales, and Customer Support Teams to bridge departmental and executional gaps for customer challenges.• Monitor project schedules and progress towards meeting commitments.• Responsible for client advocacy, generating more revenue by mining accounts from the existing portfolio, and identifying customer requirements. Encourage brand loyalty and continued customer interaction. • Active participation in new business proposals. • New business development/lead generation in Australia, India & UAE markets.
Education
St Thomas, New Delhi
10+2
Delhi University, Guru Gobind Singh College of Commerce
Bachelor of Commerce (B.Com.)
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