Kavitha P.
Senior Customer Success Manager
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Kavitha P. is a seasoned Sr Consultant/Manager for Business Operations with over 12 years of extensive experience in the realms of customer relationship management and technical operations. Her career spans prominent positions at companies such as Iron Mountain Inc, IQVIA Analytics, and Shell Markets India Pvt Ltd., where she has excelled in streamlining operations through strategic planning and SLA governance. Kavitha’s expertise in leveraging CRM systems such as Salesforce and ServiceNow has been pivotal in driving client engagement and operational efficiency. She has a demonstrated history of improving retention and NPS scores through strategic solution alignment and data-driven strategies. Kavitha has been adept at presales and proposal development, enhancing service delivery through process improvement and project management initiatives. By fostering collaborative environments and leading high-performing teams, she has consistently delivered on business objectives while exceeding client expectations. Her capabilities in developing and maintaining executive dashboards and analytics have ensured continuous process optimization and measurable performance enhancements.
Experience
Senior Consultant
Iron Mountain Inc · 2025 — 2025Collaborated with cross-functional teams utilizing project management tools and MS Office to enhance workflows, track progress, and ensure project delivery timelines. Led delivery for large-scale Kinaxis and digital supply chain transformation programs, ensuring alignment with business objectives and long-term client strategies. Created functional and technical specifications for enhancements and change requests, maintaining requirement traceability. Facilitated collaboration among business, architecture, product, and infrastructure teams to enable high-quality solution execution. Prepared business cases for transformation initiatives, focusing on ROI and efficiency.Senior Customer Success Manager (Sr. Partner Operations Analyst)
IQVIA Analytics Services Pvt. Ltd · 2019 — 2025Led program management initiatives consistent with PMP and PMBOK frameworks, ensuring delivery excellence across strategic projects. Oversaw validation of business requirements and data models for compliance and measurable outcomes. Designed change management strategies to facilitate technology adoption across global teams. Developed executive-level Tableau dashboards for KPI visualization, supporting data-driven decisions. Managed content for stakeholder communications, training materials, and updates ensuring clarity throughout project lifecycles. Collaborated with data scientists to integrate AI capabilities into workflows, enhancing automation.Sr. Customer Support Team Lead
Shell Markets India Pvt Ltd. · 2016 — 2019Fostered collaboration among cross-functional teams to improve communication and project delivery efficiency. Managed daily operations with a focus on SLA adherence and ticket monitoring. Provided mentorship and training to enhance service delivery and developed proactive risk management strategies. Maintained collaborative relationships with stakeholders to ensure timely decision-making and transparency. Utilized MS Office for reporting and visibility into account performance and risk indicators.Customer Solutions Representative
Hewlett Packard Enterprise · 2014 — 2016Developed and managed project pipelines, ensuring high-impact initiatives were prioritized for timely delivery. Enhanced project tracking processes to improve visibility and efficiency. Collaborated with cross-functional teams to refine forecasting and resource planning using predictive analytics. Delivered technical support, consistently meeting SLA metrics and addressing client inquiries effectively. Ensured documentation accuracy to support service improvements.Customer Support Engineer
Betsol Software India Pvt Ltd · 2013 — 2013Provided effective technical support for various issues, maintaining high levels of customer satisfaction. Managed customer inquiries through multiple channels, ensuring timely resolution of issues. Collaborated with technical staff to escalate complex problems while maintaining clear communication with customers. Demonstrated commitment to professional development by expanding technical knowledge and improving service delivery processes.
Skills & Expertise
Education
- Bachelor of EngineeringAPS College of Engineering, Bangalore
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