Prabal Soans
CX Strategist: Creating Proud Customer Experiences - Melbourne
Expertise: Operations, Brand, Revenue and sales
About
Great customer experience is one where customers brag about your offerings in places when you are not present. I have spent the last 15 years helping SaaS businesses transform their customer experience by elevating their Process, People and Technology. From the humble beginning of a graduate to a VP, the only thing behind this success was my desire and ability to stay connected to my customers. My transformation programs and greenfield set ups have resulted in one off revenue generation of upto $7M, increasing GRR from 80% to 92% while reducing churn to 8%. I have worked with fortune 500 companies, ASX listed and PE backed firms where commercial discipline is crucial to support your expansion.
Big wins
- Reduced a $30Mil Implementation backlog to $10Mil in 3.5 years while delivering $16Mil each year for a B2B Saas.
- Designed the first AI team to automate support ticket deflection by 30%
- Established the first offshore team utilising only 66% of budget in 4 months
Skills: GTM, Growth, Customer Success, Partnerships, Strategy, Digital Services Expansion, Implementation, Customer Enablement Automation
Additional skills: Customer Success, Implementation/Delivery, Customer Enablement, Technical Support, Solution Architect.
Works with: Established business, Scaleup, Series B+, Series A, Pre-seed, Idea stage, Seed
Industries: SaaS, FinTech, HealthTech, EdTech, B2B, B2C, Hospitality, Travel, AI, Consumer