Jan 2024 – Apr 2025 · 1 yr 3 mos · Bengaluru, Karnataka, India · Remote

• Enterprise Customer Success (AMER Region): Manage enterprise accounts, achieving 85%+ customer satisfaction (CSAT) and 80%+ revenue retention by delivering measurable outcomes through tailored Sprinklr workflows and proactive risk mitigation strategies
• Cross-Functional Collaboration & Product Adoption: Partner with product and engineering teams to align Sprinklr’s solutions with in house innovations of Fortune 500 clients, driving product adoption and enabling seamless integration with their in house tools (e.g., Salesforce, Adobe) for unified customer insights
• Risk Mitigation: Identify and resolve churn risks for a high-value clients by redesigning their omnichannel workflows
• Strategic ROI & Long-Term Partnerships: Provide strategic guidance to Fortune 500 clients, showcasing ROI through metrics like faster resolution time, cost reduction, risk mitigation etc. securing long-term contracts and unlocking upsell opportunities
• Mentorship: On-board and mentor new team members, helping them integrate into the team and equipping them with the tools and knowledge to succeed in their roles

Jun 2022 – Feb 2023 · 8 mos

• Team Leadership: Mentored a team of 6 Product Success Managers to handle commercial accounts and ensure customer success across 75 enterprise accounts
• Revenue Retention & Generation: Managed an account book of over USD 9 million across Americas, driving adoption and identifying growth opportunities contributing to $850K in incremental revenue
• Product Roadmap advocacy: Collaborated with engineering teams to prioritize client-driven feature enhancements, including multilingual IVR templates and language translation models

Jun 2021 – Jun 2022 · 1 yr

• Strategic CXM Implementation for Fortune 500 Tech Clients (Dell, Microsoft, LinkedIn, Intel, Cisco) : Led end-to-end deployment of Sprinklr’s unified CXM platform for enterprise clients across 30+ social/messaging channels, unifying social service, marketing, and social listening workflows
• Product Adoption & Expansion: Boosted platform engagement for Microsoft by converting listening insights into actionable product feedback resulting in onboarding of Microsoft's insights team on Sprinklr
• Voice of Customer-Driven Product Innovation: Partnered with engineering teams to prioritize feature enhancements based on client feedback, improving customer satisfaction

Feb 2023 – Jan 2024 · 11 mos · Bengaluru, Karnataka, India

• Managed a portfolio of commercial accounts in the APAC region, ensuring customer satisfaction.
• Maintained an annual retention rate of over 85% with an NRR of 105% at SpotDraft.
• Built and maintained relationships with key stakeholders, including C-level executives, to align solutions with business objectives.
• Collaborated with Sales, Marketing, and Product teams to ensure seamless onboarding and adoption of solutions.

Jun 2019 – Jun 2021 · 2 yrs · India

• Product Management for a Digital Customer Experience Transformation Product -
• The customer engagement product primarily focuses on contact center transformation for business & deliver personalized experiences to end consumers. It harnesses the power of Conversational AI & New customer experience journey design across channels to drive growth and dramatically reduce operations cost.
• Key Responsibilities -
• Identify market trends & define product vision & strategy
• Understand client/customer needs & gather product requirements
• Develop new features to enhance existing product
• Engage closely with engineering team to help determine the best technical implementation methods
• Create product awareness
• Analyze sales pipeline to identify sales opportunities

Apr 2018 – May 2018 · 1 mo · Nashik

• Conducted market research on high voltage & medium voltage gas Insulated Switchgear in International Markets
• Identified potential markets for CGPISL in Gulf & CIS regions
• Developed market entry strategies for CGPISL in potential markets

Jun 2015 – Sep 2016 · 1 yr 3 mos

• Managed IT infrastructure & Operations of Colgate-Palmolive as part of its global infrastructure shared service organization. Worked with teams from over 170 countries & territories to reduce impact & provide maximum system up-time.

Jan 2015 – Apr 2015 · 3 mos · Mumbai Metropolitan Region

• Configuring,troubleshooting & maintaining end-to-end reachability of utility ports on Cisco routers and switches across PAN India.