Kritika Goel

Founder's Office / Business Operations professional with 12+ years of experience working closely with leadership to solve high-impact problems across customer experience, revenue, and operations. Proven track record of driving retention, building 0→1 systems and translating customer insights into product and growth strategy.

AVP-Founder's Office at Entrust Family Office (2026-01 – Present)

Financial Services

• Partnered with the Founder to define short- and long-term business goals, translating them into execution roadmaps
• Led cross-functional initiatives across growth, operations and marketing to drive key business priorities
• Designed and executed growth initiatives (events, partnerships, strategic programs) for acquisition and brand positioning among HNI/UHNI clients, contributing to 15Cr targets
• Identified business gaps and drove 0→1 projects to improve performance and scalability
• Streamlined internal processes and workflows to improve execution efficiency and alignment across events, webinars, partnerships and client experiences
• Acted as a liaison for the Founder, managing internal and external stakeholder communication while supporting decision-making with analysis and insights
• Conducted primary user research with HNI/UHNI clients, translating insights into business and product strategy
• Created structure for CRM systems and internal trackers, ensuring accurate client data, reporting and visibility for decision-making
• Supported lead conversion across the funnel (lead to prospect to client) through client communication, presentations and coordination with marketing and external teams

Program Head-Customer Success/Sales at Smartail Pvt. Ltd. (2023-04 – 2024-01)

B2B-EDTECH

• Partnered with leadership to design and deliver customer onboarding and adoption strategies, directly supporting revenue retention of $10M+
• Conducted report analysis for CEO's office and external stakeholders, highlighting risks and aligning action plans
• Managed 25+ accounts; created structured processes for integration and governance, improving retention by 20%
• Designed playbooks and feedback loops, translating client insights into product and process enhancements
• Collaborated with product team to enhance the educator and student experience

Associate Director-Sales at Repute Technologies (2021-10 – 2023-03)

B2B-Saas-HRTECH

• Managed a portfolio of 15 key accounts, achieving sales targets consistently with a potential of $20M revenue
• Lead generation to API integration of an HRMS partner within the blockchain-based Network
• Owned sales strategy and success metrics for global HRTech SaaS adoption, interacting with 200+ C-level stakeholders
• Conducted market analysis and competitive benchmarking, influencing product positioning and GTM strategy resulting in a 10% increase in client acquisition
• Trained and mentored junior sales associates, enhancing team performance and sales effectiveness
• Increased the customer reach from 2.5M-5M
• Collaborated with senior management, cross-functional teams to forecast and manage business requirements
• Conducted 120+ product demos for potential and existing customers

Program Manager-Training & Communications at UrbanPro (2021-06 – 2021-10)

B2C-EDTECH

• Created, edited & updated training material to be used for effective transfer
• Analysis of tutor training sessions to improve effectiveness and ensure smooth onboarding of new and existing tutors

Program Manager-Training and Performance Management at Udaan (2019-02 – 2021-01)

B2B-TRADE

• Launched the training function for the credit (collections) team and managed the training function for all new-hires, existing field associates & cluster managers (~1200 employees)
• Planning & designing digital, self-serve training content, keeping in mind the diversity & language preference
• Measured training effectiveness by comparing pre and post-performance metrics initiated monthly
• Performance Improvement Plan process for field teams to ensure timely identification & improvement of bottom quartile
• Documented and implemented the Field Executive rationalization process from inception to completion
• Executed quality improvement programs to enhance the output metric of an individual field agent

Assistant Manager/Customer Experience Specialist at Nestaway Technologies (2015-10 – 2019-01)

B2C-HOME RENTAL

• Led a team of 30+ members across inbound, outbound, email, social media functions
• Ensured all business-level metrics (CSAT, productivity, SLA) were met

Customer Experience Specialist at Flipkart Pvt. Ltd. (2011-10 – 2015-09)

B2C-ECOMMERCE

• Managed customer/user experience through internal/external channels

Master in UX Design – Barcelona Technology School (University of Barcelona) (2024-04 – 2025-01)

Bachelor in Electrical & Electronics – Bapuji Institute of Engineering and Technology (VTU) (2007-10 – 2011-03)