Pratibha Pandey

About

Enterprise customer success/program leader with experience at Booz Allen and Deloitte driving adoption and operational outcomes for large federal platforms. Known for data-driven VoC/usage analytics (10+ dashboards), cross-division change management (12+ divisions), and high-stakes incident leadership on platforms used by millions. Also partners with Sales on land-and-expand motions, including a DHS ServiceNow expansion built from documented customer pain points and a quantified business case.

Experience

Education

Key Strengths

• Improved satisfaction from 65% to 90% and reduced response times to <24 hours across 12+ divisions
• Built 10+ real-time dashboards to track usage and satisfaction and drive data-informed decisions
• Drove cross-division workflow alignment by using data-led working sessions rather than top-down mandates
• Managed complex enterprise stakeholder environments (30+ cross-functional teams) on a $50M program
• Created prioritization framework to resolve sponsor vs. engineering delivery conflicts via explicit tradeoffs (cost/risk/options)
• Led structured production-incident response for a platform used by millions by separating engineering root-cause workstreams from external comms
• Translated support ticket patterns + adoption metrics into roadmap changes; reduced ticket volume ~50% for key workflows
• Identified expansion opportunity on DHS ServiceNow engagement and built a business case that led to contract expansion (resource management workstream)