Ritika Malhotra

Experience

1. Customer Success Manager

   TP

   Dec 2024 — Present

   Collaborated with cross-functional teams to address client issues promptly, resulting in faster resolutions and increased client satisfaction.• Enhanced customer retention through personalized follow-up and proactive outreach initiatives.• Worked closely with technical support teams to troubleshoot and resolve complex issues maintaining open lines of communication with affected clients throughout the resolution process.• Assisted in the creation and distribution of client-facing materials such as newsletters webinars, and case studies to promote ongoing engagement and deepen relationships.• Streamlined the onboarding process for new customers, ensuring timely product setup and seamless integration.• Identified upsell opportunities within existing client base delivering customized proposals that resulted in increased revenue for the organization.• Developed tailored solutions for clients based on their unique needs, fostering long-term relationships and loyalty.• Implemented effective strategies to track customer feedback, leading to improved service levels and higher satisfaction ratings.• Tracked renewals for assigned accounts proactively contacting customers before expiration dates to ensure continuous service uninterrupted by contract lapses.• Provided expert advice to customers regarding product features, usage, and best practices, enhancing their overall experience with the company.• Monitored customer health indicators consistently intervening when necessary to mitigate risk of churn and maintain high retention rates.

Education

• Kurukshetra University

  Bachelor of Science - BS

  2016 — 2019