Nikilesh Premkumar's Linkedin Analytics

With over 13 years of experience in customer support and success, I am a customer experience leader at DevRev, a cutting-edge software company that bridges the gap between developers and customers. I am responsible for implementing and scaling a bot strategy that delivers a 60% deflection rate, exceeding SLA, CSAT, and CES targets. I also manage and grow cross-functional teams to meet customer needs, optimize processes, and reduce bugs and redundancy. My core competencies include enterprise support and technical account management, customer success, churn handling, implementation services, product consulting, and SaaS implementations. I have a proven track record of increasing revenue, retention, and onboarding efficiency, as well as designing and executing innovative programs and processes to drive product adoption, change management, solution selling, and customer satisfaction. I hold an MBA from Great Lakes Institute of Management and a bachelor's degree in computer science from Madras University. I am passionate about operations, customer interactions, and the role of business systems in creating insights and scale.