Open to opportunities

Ritika Khandelwal

@ritikakhandelwal

Message

I am a Customer Success Manager driving retention and account growth.

India

Message

What I'm looking for

I seek a customer-success or sales-operations role in a growth-focused, collaborative company where I can reduce churn, scale onboarding, drive account expansion, lead teams, and continue professional development (PMP-track).

I am a dynamic Customer Success Manager with over 3 years of experience working across cybersecurity, cloud infrastructure, and IT solutions, focused on building long-term client partnerships and delivering measurable business outcomes.

In my current role I achieved a 95% customer satisfaction rate and 90% retention, led end-to-end onboarding that cut onboarding time by 20%, and drove a 15% increase in account revenue through targeted upsell and cross-sell strategies while mentoring a team of five.

I leverage Salesforce and Zoho CRM, Microsoft Office, PRTG monitoring and process automation to improve response times, reduce costs, and increase pipeline accuracy, delivering quantifiable improvements like 15% faster responses and 10% operational cost reduction.

I thrive in fast-paced, remote and cross-functional environments, enjoy translating customer insights into product and service enhancements, and am pursuing PMP certification to strengthen my project delivery and scalable client success practices.

Experience

Work history, roles, and key accomplishments

Current

Sales Operations Manager

Current

GWC Networks LLC

Oct 2023 - Present (1 year 10 months)

Cultivated C-level relationships and led onboarding, achieving 95% customer satisfaction and 90% retention while reducing onboarding time by 20% and improving response times by 15%. Drove 15% account revenue growth through upselling, optimized post-sales ops to cut costs 10%, and mentored a team of 5 to ensure 100% on-time delivery.

Customer Success Management Salesforce Customer Onboarding Upselling Contract Negotiation Process Automation

Management Trainee

TimesPro

Oct 2022 - May 2023 (7 months)

Managed 50+ daily customer inquiries to achieve a 95% first-contact resolution and increased customer satisfaction by 40% through feedback-driven improvements. Drove 10% revenue growth via proactive client engagement and supported development of three service enhancements.

Customer Support CRM First Contact Resolutions Data Analysis Customer Feedback Upselling Process Improvement

Sales Executive

Lenskart

Apr 2022 - Sep 2022 (5 months)

Exceeded monthly sales targets by 20%, generating INR 300,000 in monthly volume and achieving 90% customer retention through personalized consultations. Implemented proactive follow-ups that reduced churn by 15% and strengthened long-term client relationships.

Sales Lead Qualification Customer Retention Consultation Relationship Management CRM