Shivam Chikara
Customer Experience & Success Leader | Driving CX, Onboarding & Retention in B2B/B2C | Salesforce, Zoho, Freshdesk | Data Analysis | Team Leadership | Ex Uolo | Ex Housing |
- Role
- Category Head at Its For You
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Shivam Chikara
Highly accomplished Customer Experience and Success Leader with 8+ years of expertise across diverse B2B and B2C landscapes. Proven ability to enhance customer lifetime value, build high-performing teams, and streamline operations for significant business impact. Adept at leveraging CRM tools (Salesforce, Zoho, Freshdesk) and data analytics (Excel, Power BI) to solve complex problems, improve efficiency, and maximize customer satisfaction. Recognized for strong capabilities in customer retention, client success, and process automation.Successfully reduced client onboarding time by 30% through SOP revamp and workflow automation, and consistently maintained a 98% First Contact Resolution (FCR) rate.Passionate about leveraging customer insights to drive product adoption and revenue growth through upsell/cross-sell strategies. Seeking impactful leadership roles in Customer Experience or Customer Success where I can continue to build exceptional customer journeys and deliver measurable business outcomes.
Experience
Category Head
Jan 2026 — Present · Noida, IN
Leading category-level sales strategy with a focus on revenue growth and scalabilityDriving sales planning, execution, and performance across assigned portfolios.Building, mentoring, and managing high-performing sales teams.Strengthening channel partnerships and improving lead-to-closure conversionsMonitoring sales metrics, forecasting performance, and optimizing processes.Collaborating with leadership to align sales outcomes with overall business objectives.
Education
IIMT ENGINEERING COLLEGE, MEERUT
Bachelor of Technology - BTech, Mechanical Engineering
2011 — 2015
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