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Ankit Sourabh Lakra

Ankit Sourabh Lakra

Operations & Growth Leader  |  Customer Experience

I build systems that scale, retain, and deliver — across EdTech's most complex environments.

10+ years · IIM Ahmedabad · Solving problems for Schools, Teachers, Students
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What I Work On

Where I can help

I take on problems at the intersection of operations, growth, and customer experience — usually in fast-scaling environments where the system hasn't caught up with the ambition.

Customer Retention & Onboarding
Building the structures that turn a signed contract into a genuinely retained customer. Milestone frameworks, early warning systems, field team playbooks.
Revenue Operations & Lead Management
Designing lead journeys with well-defined stages, marketing automations, and nurture workflows.
Leadsquared · HubSpot · Zapier · Calendly
Process & Cost Optimisation
Finding the gaps in existing processes that are quietly costing bandwidth, time, and money. Improving turnaround times, conversion rates, and resource utilisation without adding headcount.
Program Design at Scale
Designing and running large customer-facing programs — rewards, assessments, engagement initiatives — where fairness, trust, and logistics all have to work together.
AI Workflow Integration
Identifying where manual, high-effort work in ops and customer success can be eliminated or accelerated. Building tools rather than just using them.
Make.com · Vercel · Claude · Zapier
Strategy & Growth Operations
Translating organisational goals into execution systems across functions. The kind of work that sits between strategy and delivery and often has no clear owner.
Open to both full-time roles and consulting engagements.  Get in touch →
Career Journey

Where the problems got solved

LEAD Group
3 yrs 9 mo
  • 92%+ Gross Revenue Retention achieved
  • Built India's Largest School Rewards Program
  • School Onboarding Attrition from 25% → 10%
Think & Learn (BYJU'S)
2 yrs 2 mo
  • Sales Conversion improved from 2% → 12%
  • Launched India's First Online Scholarship Test (BNAT)
  • Built India's Largest Online Mock Test Series (AIM)
Resonance Eduventures
2 yrs 11 mo
  • CEO's Office — Strategy & Projects
  • Lead Funnel Transformation across 46 locations pan-India
  • Student Attrition reduced from 45% → 4.5%
Ericsson India
2 yrs
  • System Administration of Operation Support Subsystems
  • Consistent performance in troubleshooting network faults
Alma Mater
IIM Ahmedabad
PGDM — General Management · 2015–17
Cultural & Social Affairs Secretary, Student Affairs Council
BIT Mesra
B.E. — Electronics & Communication · 2007–12
Recipient of Central Sector Scholarship
Writing

Stories from the field

01
Building India's Largest Online Scholarship Test
No playbook. No benchmark. Just a problem to solve at national scale. Here's what happened when we shipped anyway.
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02
Importance of Leading Metrics & Early Signalling
We had all the signals. We just weren't looking at the right ones. One school's quiet exit taught us how retention is really lost.
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03
Operations is Trust Architecture
65,000 teachers. 5,500 schools. One national stage. The hardest part wasn't logistics — it was making the game feel fair.
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04
Customer Retention is Decided in the First 90 Days
We thought we had a product problem. Turns out, we had an onboarding problem. Here's how we figured it out — and fixed it.
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05
The Iceberg Problem
Firefighting is useful. Firefighting as a habit is how companies lose their soul. On proxy metrics, real outcomes, and what gets missed.
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AI Projects

Tools built from real problems

Weighted Scoring Model
Retention Risk Tool
Scores customer accounts across leading indicators — usage, engagement, relationship health — to surface at-risk accounts before renewal conversations begin.
View Project →
RAG-Style Document Q&A
Customer Onboarding Assistant
An AI assistant that answers onboarding queries from internal SOPs and playbooks — reducing time-to-answer for field teams and cutting escalation load.
View Project →
Structured Document Generation
Customer Engagement Report
Generates structured, customer-facing engagement summaries from multi-source data — automating a report that previously took field managers hours to produce.
View Project →
No-Code Automation
Online Test Generator
Converts any uploaded document into a structured test with questions, options, and answer keys — built for educators who need to create assessments at scale.
View Project →
Contact

Let's talk

If you're building something that needs sharp operations thinking — or just want to exchange notes on EdTech, retention, or systems — I'd be glad to hear from you.

Email p15ankitl@iima.ac.in
LinkedIn ankit-sourabh-lakra