Richa Koshti
@richakoshti
Customer Success leader driving adoption, retention, and trusted-advisor outcomes for high-volume, multi-stakeholder teams.
IndiaWhat I'm looking for
I’m a customer-facing Customer Success leader with 7+ years driving post-sales adoption, satisfaction, and retention across high-volume, multi-stakeholder environments. I build trusted-advisor relationships, lead enablement workshops, and translate usage and performance data into clear, actionable recommendations for both frontline teams and executive stakeholders.
I own the customer success lifecycle end-to-end—onboarding, adoption strategy, escalation resolution, and continuous improvement—while sustaining 98% client satisfaction and 95% SLA compliance simultaneously at scale. I’ve also coached teams through Centers of Excellence-style enablement frameworks, reduced early-tenure escalations by 25%, and delivered training impact reporting aligned to the Kirkpatrick levels to support data-driven decisions.
Experience
Work history, roles, and key accomplishments
Trainer & Sales Coach
Effective Tele Services Pvt. Ltd.
Jan 2024 - Present (2 years 6 months)
Serves as a trusted-advisor and enablement lead for 150+ frontline employees, designing and delivering end-to-end training and Center of Excellence-style programs that improved performance by 30% within two months. Owns escalation resolution and drives client outcomes, sustaining 98% client satisfaction and 95% SLA compliance while tracking training impact across Kirkpatrick levels.
Senior Quality Assurance Analyst
Arcgate
Mar 2021 - Dec 2023 (2 years 9 months)
Served as an operational bridge between QA, client teams, and operations for a US-based social media platform, maintaining compliance and stakeholder alignment at commercial scale. Improved reporting accuracy by 20% through standardized audits, built Excel dashboards for SLA/error visibility, and mentored 5 junior analysts to reduce error rates by ~30%.
Quality Assurance Analyst
Arcgate
Mar 2019 - Apr 2021 (2 years 1 month)
Delivered 500+ audits per year at 98% compliance, creating actionable insights and measurable tracking frameworks to improve outcomes. Facilitated calibration and feedback sessions, helped onboard new hires (reducing time-to-productivity by ~2 weeks), and supported consistent quality standards.
Research Analyst
Arcgate
Mar 2018 - Apr 2019 (1 year 1 month)
Led a four-person team delivering market research for a New York-based client while maintaining 95% SLA compliance and consistent on-time delivery. Implemented data validation to reduce error rates by 25% and served as the primary client point of contact to coordinate cross-team communication.
Education
Degrees, certifications, and relevant coursework
Mohanlal Sukhadia University
Bachelor of Computer Applications, Computer Applications
2015 - 2018
Bachelor of Computer Applications (BCA) from Mohanlal Sukhadia University, completed from 2015 to 2018.
Coursera
Course, Instructional Design
Completed the Instructional Design Fundamentals course on Coursera.
LinkedIn Learning
Course, Email Marketing
Completed the Email Marketing course on LinkedIn Learning.
LinkedIn Learning
Course, Artificial Intelligence
Completed the Introduction to Artificial Intelligence course on LinkedIn Learning.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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