Mar 2023 – Sep 2024 · 1 yr 6 mos · Gurugram, Haryana, India · On-site

• Insights :
• Business Generated - $ 1.25 Mn (ARR) with Avg. MRR of $ 100K
• Upsell Opportunity - $ 350K based on Module Upgrades
• Investor Profile :
• A) Tiger Global
• B) Alpha Wave Global
• Groyyo Pvt. Ltd. is a B2B organisation with HO in Abu Dhabi with a vision of automating the Manufacturing excellence and Brand Intelligence for Apparel Industry. Intent 360 is their B2B SaaS vertical registered as a separate organisation with HO in Singapore.
• Major KRA and Deliverables :
• 1. Leading entire Business Strategy and Expansion globally along with the GTM and Product vision in sync with 200+ Beta Customers and 50+ Paid Customers.
• 2. Structure Project Delivery processes, Customer Success Metrics with Customer segmentation and benchmarking based on revenue and Customer LCV
• 3. Establish Project Estimations and manage a team of 30+ individuals along with continuous movement of 5 SaaS Modules – Indian Subcontinent and Southeast Asia.
• 4. Setting Up Knowledge Base, Artefacts, Sales Case Studies, Customer Feedbacks and creating a continuous feedback mechanism for Product enhancement.

Jun 2022 – Mar 2023 · 9 mos · New Delhi, Delhi, India

• Investor Profile :
• A) Blume Ventures
• In ZapScale, we were buliding a Customer Success Platform for SaaS Business. My contribution as a CS enthusiast is as follows,
• 1. Building Product specifications in sync with customer needs and expectations. This is in overlap with the Product Manager and development team.
• 2. Customer Onboarding and Product Adoption; benchmarking customer needs and making sure that all the promised deliverables are met.
• 3. In depth Product testing and UAT in sync with development team.
• 4. Working in line with customers to enhance their proactive customer engagement, churn and retention intelligence and expectations management.
• 5. Setting up Preparatory work flows and Customer Knowledge Base for Onboarding and Product Adoption.
• Tech Exposure :
• A) CRM : Hubspot, Salesforce, Pipedrive, Zoho, Notion
• B) Ticketing / Feature : Jira, Hubspot, Zendesk, Freshdesk, Zohodesk
• C) Payments & Subscriptions : Stripe, Chargebee, Zoho
• D) Product Analytical Tools : Mixpanel, Pendo, Segment

Jul 2020 – Jun 2022 · 1 yr 11 mos · New Delhi, Delhi, India

• Insights :
• A) Business Generated - $ 1.5Mn (ARR) with Avg MRR of $ 120K @ USD 7500 / Customer
• B) Upsell Opportunities - $ 0.5 Mn based on Module upgrades & Licenses
• Major Business Responsibilities:
• 1. Heading the business growth and expansion including PnL and development of the region
• 2. Leading the consultative approach for new customer acquisition in the region
• 3. Marketing - Lead generation based on region criteria, transitioning MQL to SQL
• 4. Prospect engagement walking them through product demo to final value proposition
• 5. Product Development - Consult with clients with respect to their specific requirements and ensuring product enhancement happens to meet customer satisfaction
• 6. Customer Onboarding - Ensuring product configuration and implementation SOP as per customer requirements and deliverables as well as company USP
• 7. Customer Success - Steering the customer success in the region to secure repeatability and sustainability of business driving continuity of revenue. Also, facilitating cross-sell, upsell and reference approach for new revenue booking
• Major Operational Responsibilities:
• 1. Maintaining and updating the reports and client communications as per industry trends and dynamic market needs
• 2. Coaching and handholding the team to solve complex problems of the manufacturing process
• 3. Helping the product team in developing features to resolve/automate complex practical problems

Dec 2018 – Jul 2020 · 1 yr 7 mos · New Delhi Area, India

• https://www.coatsdigital.com/en/
• https://www.coats.com/en/acquisitions/companies/threadsol
• Coats PLC, UK that previously owned GSD, Fast React and Vison PLM acquired ThreadSol (IntelloCut, IntelloBuy and Intello3C) in 2018 and formed a Tech division named "Coats Digital" with all the 5 products for Apparel Tech. I was one of the core team members of ThreadSol. Post acquisition, I was promoted to Head of Customer Success - South East Asia.
• Insights :
• A) Geography Exapnsion - Vietnam, Cambodia, Thailand, Phillipines
• B) Upsell Opportunities - $ 500K based on Module upgrades & Licenses
• C) Business Generated - $ 1.2 Mn (LTV) with Avg MRR of $ 5K to 7K / New Sales
• Major KRA's :
• 1. Client growth and business expansion in South East Asia (Vietnam, Thailand, Cambodia and Philippines).
• 2. Leading implementations and consultancy projects across apparel manufacturers, brands and buying offices to gain Manufacturing excellence.
• 3. Up-skilling of apparel manufacturers on “how to cut down their manufacturing and operational cost with increase in Top line and Bottom-line benefits”
• 4. Product development and Business strategies for successful expansion, client handling and retention.

May 2015 – Dec 2018 · 3 yrs 7 mos · New Delhi Area, India

• Insights :
• A) Projects Delivered - 70+ Projects delivered across 10 geographies
• B) Value of Projects Delivered - $ 4.5 Mn (LTV) with average MRR of $ 3K to $ 5K
• Major KRA's :
• 1. Leading teams on implementation projects, consultancy projects as well as intra-organization projects.
• 2. Identifying gaps in current apparel manufacturing / merchandising / costing processes, suggesting solutions through technology intervention and quality assurance.
• 3. Management Consultancy and up-skilling of apparel manufacturers on “how to cut down their manufacturing and operational cost”
• 4. Product development and Business strategies for successful expansion, client handling and retention.
• 5. Business development in upcoming geographies and enhancing fabric utilization growth across India, Bangladesh, Sri Lanka, Vietnam, Indonesia, Jordan and China in 50+ garment manufacturing firms.

May 2014 – May 2015 · 1 yr

• Major responsibilities :
• 1. Handling production with sewing processes and operations from Cut to Pack for Marks & Spencer, American eagle and Ann Taylor under guidance of industry expert Mr. Brian Long.
• 2. WIP Management from Cut to Pack and the structure.
• 3. R & D of new styles and SAM revision.
• 4. Efficiency and Productivity improvement of Cutting section through – Kanban implementation thereby, creating a Supermarket area for 3 days buffer flow with Table planning and Cut Order Planning.

Jan 2014 – May 2014 · 4 mos · Bangalore, india

• Research study on component supply chain (Supplier to Customer destinations) for exports to Bangladesh, Madagascar and South East Asia.
• Study of delay factors and elimination of these delays; thereby, improvement in lead time.
• Cost analysis on efficiency improvement and reduction in lead time.
• Impact analysis on business strategies and revenue generation with the reduction in lead time.

May 2013 – Aug 2013 · 3 mos · Bangalore, India

• Department wise study from fabric in house till shipments.
• Developed a Value stream Map (VSM) and Standard Operating Procedure (SOP) for Fabric and Trims store with defects inspection level standardization.
• Calculation of Avg. consumptions for common trims and fabric utilization in Jackets and Trousers.
• Comparative analysis in Real time data and BOM data with Cost benefit analysis in terms of physical wastage and hidden wastage on the factory floor.

May 2012 – Jul 2012 · 2 mos

• Studied the varied processes of textile manufacturing along the whole process of blow-room, spinning, testing and quality assurance from fiber to yarn and then to fabric along with dyeing / printing and washing techniques.
• Consolidated a SWOT analysis report which focused on productivity, quality improvement and personnel issues.