Nikhil Moon

About Nikhil Moon

I help SaaS and enterprise technology businesses turn customers into long-term growth…

Experience

1. Director of Customer Success

   ProHance

   Mar 2024 — Present · Pune, IN

   In my role as Director of Customer Success at ProHance India, I directed a global portfolio worth over $4M, managing 35+ enterprise clients. I led a team of 6 Account Managers to consistently deliver business outcomes and strengthen long-term partnerships. My focus on customer engagement strategies and executive alignment resulted in a 15% uplift in Net Revenue Retention and a 20% reduction in churn. I also spearheaded a third-party NPS improvement program, executing initiatives that increased customer sentiment by 5%. Additionally, I partnered with Marketing to unlock a $5M+ Total Addressable Market within existing accounts, co-creating targeted campaigns that fueled account growth.Achievements- Achieved a 15% uplift in Net Revenue Retention and a 20% reduction in churn through effective customer engagement strategies- Spearheaded a third-party NPS improvement program, resulting in a 5% increase in customer sentiment- Designed a receivables recovery framework that cut average payment cycles from 80 to 25 days, significantly improving cash flow- Cultivated a culture of operational excellence, enhancing cross-functional collaboration and positioning Customer Success as a strategic growth lever.

Education

• Savitribai Phule Pune University

  B.E., Instrumentation and Control

  2006

• NIMS University

  Executive MBA, Operations Management and Supervision

  2008

Skills

• Resource Management
• Sla
• Team Management
• Mis
• Workforce Management
• Incident Management
• Service Delivery
• Technical Support
• Management
• Business Analysis
• Customer Satisfaction
• Training
• Troubleshooting
• Quality Assurance
• Bpo
• Leadership
• Outsourcing
• Customer Service
• Call Centers
• Performance Management
• Crm
• Itil
• Project Management
• Windows
• IT Service Management
• Vendor Management
• Six Sigma
• Transition Management
• Call Center
• Process Improvement