Aug 2024 – Present · 1 yr 7 mos

Jan 2022 – Jan 2024 · 2 yrs

• Leadership and Team Management:
• 1. Managed customer success for 3 marquee clients across global markets
• 2. Conceptualized comprehensive customer success program, including onboarding, training, and ongoing support
• 3. Created robust processes for the team to execute and follow to reduce customer queries and training time
• 4. Deployed customer feedback mechanisms into product development cycles, boosting customer satisfaction scores
• 5. Introduced advanced analytics to track customers and identify at-risk accounts early, decreasing churn rates
• 6. Negotiated and secured strategic partnerships with key technology providers
• Strategic Planning and Execution:
• 1. Delivered 4 key projects from ideation through conceptualization and development to successful go-to-market launch
• 2. Developed strategic product roadmaps, introducing enhancements to align with emerging trends and client expectations
• 3. Directly contributed to a 30% increase in account renewals and upselling opportunities
• 4. Led the development of a digital land analysis tool that reduced document processing time by 40%
• 5. Overhauled identity management systems, resulting in significantly enhanced security measures and protocols
• 6. Introduced mobile solutions that cut administrative time and improved operational efficiency
• 7. Exceeded customer expectations by ensuring successful training delivery within <5% variation on target dates

Sep 2019 – Dec 2021 · 2 yrs 3 mos

• Team Leadership
• 1. Led a peak team size of a 30+ from cross-functional team of engineers and customer success managers
• 2. Established governance for the ongoing projects by chairing weekly, monthly, and quarterly steering cadences
• 3. Guided and mentored project leads and team leads reporting; resulting in <4% attrition from project teams
• 4. Hired and Mentored 10+ team leaders and managers; made them Org-ready within 4 weeks of onboarding
• Project Delivery and Process Optimization
• 1. Designed and implemented robust software architectures that improved system efficiency by 40%
• 2. Integrated real-time data from third-party sources, increasing data accuracy and user engagement by 30%
• 3. Managed the end-to-end product development cycle, resulting in the successful launch of three major product features
• 4. Achieved increased user engagement by over 50% within the first six months post-launch

Apr 2015 – Sep 2019 · 4 yrs 5 mos

• 1. Implemented a comprehensive e-commerce solution that boosted client revenue through enhanced user experience
• 2. Coordinated cross-departmental teams to meet critical project milestones, achieving a 95% on-time project completion rate
• 3. Developed multiple projects using the Spring Framework and its related technologies, including Spring Boot, Spring Security, Spring Data REST, Spring Data JPA, and Spring Cloud