Vikas Bijlani

Dynamic and results-oriented Customer Success Leader with over 4 years of experience driving customer retention, leading high-performing teams, and optimizing service delivery within the fintech sector. Proven track record of managing operations, leveraging data analytics to reduce churn, and collaborating on cross-functional strategies to improve product engagement. Adept at balancing strategic business management with hands-on customer escalation resolution to foster organizational growth.

Business Owner & Operator - Self-Employed - Bengaluru, India

(2025-05)

• Direct all daily business operations, inventory pipelines, and financial planning for a retail clothing enterprise.
• Manage end-to-end supply chain logistics, negotiating with suppliers and coordinating stock purchasing based on market demand trends.
• Design and execute offline and digital marketing campaigns to drive customer acquisition and boost brand visibility.
• Formulated localized customer relationship strategies that significantly increased repeat sales and customer loyalty.

Team Lead – Customer Success - Simply Vyapar App - Bengaluru

(2023-01 - 2025-05)

• Spearheaded a team of 8–10 Customer Success Specialists, optimizing daily workflows to achieve a 20% increase in overall team efficiency.
• Managed high-tier customer escalations and resolved complex product grievances, maintaining a 95% customer satisfaction (CSAT) score while mitigating churn.
• Tracked team performance against strict KPIs, implementing target coaching and development initiatives to boost morale and productivity.
• Partnered with executive management to map out service initiatives that successfully enhanced customer retention by 15%.
• Extracted and analyzed user feedback trends using data analytics tools to pitch critical application feature improvements to the product team.

Subject Matter Expert (SME) - Simply Vyapar App - Bengaluru

(2022-08 - 2023-01)

• Evaluated user behavioral data and feedback to outline key product updates, directly contributing to a 10% boost in post-launch user engagement.
• Provided tailored, one-on-one technical training and coaching to team members and shift managers, fostering a culture of continuous skill development.

Customer Success Specialist - Simply Vyapar App - Bengaluru

(2021-04 - 2022-08)

• Delivered high-quality technical support and product troubleshooting for a B2B SaaS platform, ensuring rapid resolution times.
• Created and executed comprehensive onboarding training sessions for new users, successfully reducing inbound support tickets by 25%.
• Partnered closely with engineering and technical support squads to resolve critical bugs efficiently, minimizing platform downtime.

MBA - Marketing & Finance - Lovely Professional University (2021-04)

Bachelor of Commerce - B.Com. - Islamiya College of Commerce (2019-04)

Higher Secondary - Commerce - RAMPUS (2016-04)

HIGH SCHOOL - Commerce - Assumption Public School (2014-04)