Sumita Kumari
Director of Customer Success @Zapcom Group Inc
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WORK HISTORY
Director of Customer Success @Zapcom Group Inc
Client - Travel, Aviation & Hospitality Company Overview - Digital transformation & AI-driven delivery services for enterprise clients.Key Deliverables • Spearheaded KPI and OKR-driven CSM and delivery teams, driving accountability and high-performance culture.• Elevated client relationships by orchestrating strategic engagement, proactive escalation management, and robust satisfaction tracking.• Aligned delivery roadmaps with evolving client priorities, ensuring 100% SLA compliance and exceptional CSAT results.• Accelerated deliverables by championing sprint planning, insightful retrospectives, and relentless pursuit of delivery excellence.• Drove rapid releases by integrating tech, QA, and product functions, slashing time-to-market.• Engineered predictive dashboards to proactively manage risk, monitor SLAs, and optimize delivery efficiency.• Ignited client innovation and platform adoption through targeted hackathons and engagement initiatives.• Turbocharged delivery velocity and transparency by strengthening a hybrid Agile operating model.
EDUCATION
Dr.C.V Raman university
Bachelor's degree, BCA
ABOUT SUMITA KUMARI
I’ve spent 18+ years leading customer success, operations, and service delivery for SaaS…
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