Kritika Jha

Customer Success & Client Experience Specialist with a Computer Science engineering background and proven expertise in enterprise SaaS client onboarding, product adoption, and technical support. Highly skilled in converting initial client sign-ups into long-term loyal accounts through proactive relationship management, structured product training, and fast resolution of operational queries.

Junior Product Trainer / CSM Lead at BusinessNext (2024-08 – 2026-01)

• Support Ticketing & Issue Resolution: Handled customer support tickets and platform inquiries, systematically troubleshooting technical issues to maintain high first-contact resolution rates.
• End-to-End Client Onboarding: Partnered with high-value enterprise accounts from post-sales sign-off to full product go-live, reducing time-to-value for client teams.
• CRM Optimization & Configuration: Customized CRM ticket workflows, account structures, and automated routing rules to elevate user efficiency.
• User Adoption & Product Enablement: Conducted tailored online training workshops for client teams, drastically increasing feature utilization across CRMNEXT software modules.
• Customer Satisfaction & Feedback Loops: Gathered client feedback, tracked platform usage metrics, and collaborated with engineering SMEs to deliver continuous software improvements.

Graduate Engineer Trainee (Client Ops) at BusinessNext (2023-08 – 2024-08)

• LMS & Knowledge Management: Administered learner engagement platforms, uploading course tracks and generating reporting analytics on user participation and comprehension.
• Custom Account Configuration: Configured workflows, forms, and permission matrices to ensure platform alignment with client business operations.

Global Client Ops Intern at BusinessNext (2022-11 – 2023-07)

• Requirements Gathering: Led initial requirement discovery sessions with new clients, documenting business expectations to ensure smooth onboarding transitions.

B.Tech in Computer Science – SRM University Haryana

Class 12th (Senior Secondary) – Army Public School, Dhaula Kuan

Class 10th (Secondary) – Kendriya Vidyalaya HVF, Chennai