Rachita Prakash
Senior Customer Success Manager | Enercent | NMIMS (Operations & Applied Finance)
- Role
- Senior Customer Success Manager at Enercent Technologies
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Rachita Prakash
I am an experienced Senior Customer Success Manager at Enercent Technologies…
Experience
Senior Customer Success Manager
Jun 2024 — Present · Bengaluru, IN
Heading Customer success for Microinverter business under Jio Things Limited.• Lead end-to-end (E2E) process development and optimization for seamless distributor and end-customer onboarding, reducing turnaround time and improving efficiency (Jio-Sparq Microinverter Business).• Design and implement cross-functional process flows to ensure effective coordination between Sales, Operations, Tech, and Support teams.• Build and maintain strong, long-term relationships with distributors, serving as the primary point of contact and ensuring their business success.• Conduct regular performance reviews and feedback sessions with distributors to identify pain points and recommend actionable solutions.• Develop and track key success metrics (e.g, customer onboarding TAT, churn rate, distributor satisfaction score, NPS) and create reports for leadership.• Collaborate with Product and Tech teams to relay customer feedback and contribute to product enhancements.• Drive customer education and training initiatives, including onboarding sessions, product demonstrations, and regular updates on new features and offerings.• Act as an escalation point for critical issues, ensuring timely resolution and communication with stakeholders.• Develop and implement retention strategies to reduce customer churn and increase lifetime value (LTV).• Lead strategic initiatives to scale customer success operations, including automation of repetitive tasks and SOP creation.• Monitor industry trends and competitor offerings to continuously improve customer engagement strategies.• Support sales team with upsell and cross-sell opportunities by identifying customer needs and growth potential.
Education
SVKM's Narsee Monjee Institute of Management Studies (NMIMS)
Executive MBA
2021 — 2023
CRPF Public School - India
12
2008 — 2010
Vidya Devi Jindal School
10
2002 — 2008
Guru Gobind Singh Indraprastha University
Bachelor's degree
2010 — 2014
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