Open to opportunities

Nikita K

@nikitak

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I grow merchant revenue through retention, renewals, and strategic partnerships.

India

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What I'm looking for

I'm seeking a Customer Success Manager role where I can apply client growth strategy, relationship management, and operational excellence to unify commerce after the buy button and drive measurable merchant outcomes.

At ShipBob, I manage strategic international merchant accounts, shaping fulfillment and market-expansion strategies while supporting renewals, negotiations, and growth plans. I lead executive business reviews, turn portfolio insights into recommendations, and drive adoption of platform capabilities.

I've increased revenue retention by 60% through collaboration with more than 50 merchants and resolved 90% of escalations within 24 hours. I also maintain project documentation, SOPs, implementation trackers, and knowledge resources to improve merchant health and operational efficiency.

Previously at American Express, I led operations strategy, client resolution, relationship management, and retention initiatives across strategic customer portfolios. My work included 200 portfolio reviews that identified growth opportunities contributing over $1.5M in business value, alongside cross-selling and network-selling initiatives that increased wallet share.

I bring a data-driven approach to relationship management, root-cause analysis, risk mitigation, and cross-functional delivery across Operations, Product, Marketing, Growth, and Customer Service.

Experience

Work history, roles, and key accomplishments

Current

Merchant Success Manager

Current

ShipBob

Jul 2024 - Present (2 years 1 month)

Supervised a diverse portfolio of international merchants, enhancing revenue retention and business growth. Led strategic partnerships, developed project plans, and facilitated executive business reviews.

Revenue Retention Strategic Partnerships Project Management Executive Business Review Cross Functional Collaboration Negotiation Confluence SharePoint

Client Resolution Analyst

American Express

Jan 2022 - Jan 2024 (2 years)

Led cross-functional initiatives to resolve operational challenges affecting customer experience and business performance. Analyzed operational data to identify systemic gaps and proposed improvement opportunities.

Cross functional Leadership Operational Analysis Process Improvement Stakeholder Management Project Management Knowledge Management Innovation

Relationship Manager

American Express

Jan 2021 - Jan 2022 (1 year)

Directed portfolio of strategic customers while balancing revenue growth, retention, and operational excellence. Boosted customer retention by 80% through proactive account management and executive stakeholder engagement.

Account Management Customer Retention Stakeholder Engagement Cross Selling AML KYC Compliance Data Driven Decision Making

Analyst – Retentions

American Express

Jan 2017 - Jan 2021 (4 years)

Improved customer retention rate by 80% by implementing targeted engagement techniques and analyzing behavioral insights. Achieved a 75% customer retention rate by proactively resolving complex customer issues.

Customer Retention Service Recovery Customer Satisfaction Policy Compliance

Business Development Executive

Pancentrix

Jan 2016 - Jan 2017 (1 year)

Fostered business development through lead generation, outreach, and solution proposals. Coordinated with internal teams to ensure successful client delivery and maintained sales pipeline visibility.

Lead Generation Sales Pipeline Management Prospecting Forecasting Workflow Coordination