Sumit Kumar

Streamlined customer service implementation in collaboration with Product and Engineering, reducing onboarding turnaround time by 15% for enterprise accounts. Drove account expansion through upsell/cross-sell, maintained 100% SLA adherence for high-value partnerships, and ran QBRs to improve engagement and retention.

Owned end-to-end customer lifecycle for key accounts, achieving 95% client retention and driving a 12% increase in renewal revenue through proactive success planning. Improved partner onboarding-to-renewal turnaround time by 20%, boosted NPS via milestone tracking, and used product/usage analytics to identify upsell opportunities and support ARR growth.

Optimized remote service workflows to improve turnaround times by 20% and ensured 100% operational compliance across distributed teams. Built automated tracking to eliminate bottlenecks, supported 100% SLA adherence, and improved productivity by 15% using root cause analysis and quality audits.

Led regional co-living portfolio operations with a 50+ member cross-functional team, driving a 15% increase in occupancy and supporting zonal revenue growth using Salesforce-driven pipeline optimization. Improved resident retention by raising NPS by 20% through quality audits and RCA, and built MIS dashboards from Salesforce CRM data to increase lead-to-conversion efficiency by 12% while streamlin

Managed B2B/B2C client servicing and business documentation, and conducted market analysis to inform senior leadership strategy. Delivered data-driven insights that supported measurable account value growth.

Supported sales operations through systematic lead tracking and daily operational coordination to accelerate client onboarding. Built foundational customer relationship management (CRM) and relationship management capabilities.

Earned a Master of Business Administration (MBA) from Swami Vivekananda Subharti University.

Earned a Bachelor of Commerce (B.Com) from the University of Allahabad.