Nov 2022 – May 2024 · 1 yr 6 mos · Bengaluru, Karnataka, India · Remote

• Starburst offers a full-featured data lake analytics platform, built on open source Trino. The platform includes the capabilities needed to discover, organize, and consume data without the need for time-consuming and costly migrations
• As a senior member of the Customer Success team, oversee a portfolio of enterprise customers, drive Value Realisation, create mutual success plan and achieve desired outcomes as the first TAM for the APAC region with 100% renewal and 120% NDR
• Collaborate with the wider success team across Starburst such as PM, Engineering, Support, Professional Services across all time zones to identify and refine GTM strategies for APAC and increased book of business from 3 active customers to 12 active customer in 11 months
• Work with Account Executives and Solution Architects during pre-sales phase to guide and to help build healthier pipelines, identify risks and create mitigation plan to reduce the risk of churn
• Identify under utilising or red health customers and conduct EBR, FieldDay and Webinar to increase utilisation and create get well soon plan
• Mentor and guide local India success team on day to day operations, remain single voice for the region and identify capacity needs and grow the region accordingly

Jul 2022 – Nov 2022 · 4 mos

• Completing Executive MBA from IE Business School.

Jan 2021 – Jun 2022 · 1 yr 5 mos · Bangalore Urban, Karnataka, India

• Held a portfolio of complex enterprise customer with user count of more than 10k migrating from on-prem to cloud or from cloud to cloud
• Drafted and executed PoC method by collaborating with Sales team, Customer Success, Filed Ops and Technical team to migrate big ticket customers, resulting in lesser unknown issues during and post production migration
• Extended leadership to Atlassian India team to drive hiring needs and devised strategies with the local recruitment team in faster screening of the candidates
• Designed 30-60-90 day global onboarding plan for new hires and tracked the effectiveness by periodically incorporating mentor and mentee feedback
• Discovered and presented critical migration blockers to the engineering and PM team on a periodic basis, resulting in prioritization of the feature releases and faster road to migration

Oct 2017 – Dec 2020 · 3 yrs 2 mos · Bengaluru

• Led and mentored a team of 12 Customer Success Managers with a book value of $10M ARR catering to the North American customers with special focus on Oracle's Business Intelligence vertical
• Helped leadership in scaling the team from 10 to 24 CSMs in 18 months. Facilitated CSMs to organize priorities by strategizing global customer segmentation which helped CSMs to better manage their productive hours in the ever growing customer portfolio
• Contributed in starting Customer Success Ops team which helped leadership in reporting needs, curated special training needs for CSMs and kept data sanity check at all times
• Accomplished customer success and adoption metric such as Retention, Adoption, Churn and customer satisfaction year on year by monitoring key health indicators, resulting in more accurate renewal predictions
• Curated common shared PoCs that contributed in seamless collaboration with Solution Engineers, Pre-sales and Cloud Architects, driving faster customer onboarding and value realization
• Conduced QBRs/MBRs along with assigned CSM by including CxO level stakeholders and provided strategic level guidance to achieve mutually discussed business goals
• Implemented PMP principles in determining churn risks in the portfolio and providing tactical guidance to the CSMs as first point of escalation
• Determined training needs for CSMs to make sure they are successful in day to day activities and also setting up for success for larger professional goals Segmented customer support issues according to the priority and developed self service support portal for commonly faced issues, reducing the dependency on support engineers and in turn increasing overall CSAT score

Mar 2015 – Sep 2017 · 2 yrs 6 mos · Bangalore

• Mentored and provided support to junior CSMs as the first point of escalation for all vCloud Air customers Streamlined the process by working with order management team, reducing time to onboard the customer from 14 days to 6 days post the order is booked
• Curated 30-60-90 day onboarding plan for new CSMs and Cloud Support team
• Presented the need to enable partners who can lead strategic relationships with end customers and showcased the success periodically to all the stakeholders

Feb 2013 – Mar 2015 · 2 yrs 1 mo · Bengaluru Area, India

• Engage and individually manage a large volume portfolio of key customer accounts
• Work closely with stakeholders within each customer account to identify their work flow processes
• and business challenges to create a Business Requirements document and project plan in regards to
• the successful implementation of their chosen Replicon solution
• Oversee the successful implementation/configuration of Replicon’s product suite for each customer
• account by working with an Implementation Specialist
• Identify and prioritize accounts based on outstanding issues, growth opportunity, strategic value and
• renewal timeframe
• Identify customer's use case and develop strategy around it to make sure customer is successful and
• adopts the product to its maximum potential

Aug 2011 – Jun 2012 · 10 mos · Mumbai Area, India

• Understanding daily banking practices by interacting with the respective process owners and
• converting them into ‘Business Requirement Document
• Involved in ‘Information Discovery Report’ gathering team that helped flagship product to be
• matched with current practices
• Visited real life client areas to understand the current pain areas and documenting the same for
• internal and client reference use
• Involved in analyzing performance issues of previously installed CRM systems and their respective
• eco systems

Oct 2009 – Jul 2011 · 1 yr 9 mos · Mumbai Area, India

• Document, review, edit requirements and technical specifications and provide recommendations related to project
• Exposure in various management activities such as project management, product management, people management etc.
• Coordinated testing and verified data integrity, documents and analyzes test results recommending corrective action
• Actively involved in research analysis of various clients from diverse sector with regards to client’s customer relationship management

Sep 2008 – Sep 2009 · 1 yr · Mumbai Area, India

• Involved in Implementation of the standard HRMIS system. Also actively assisting in Product
• architecture of the same
• Posses Full-Life-Cycle development experience straight from Requirements Gathering, Ensuring timely
• delivery of quality solutions with minimum errors
• Presenting the product to the client & conducting the hand holding training sessions
• Implementing and providing continuous support for module like, e-Recruitment, Leave Management
• System, Time & Attendance, Employee Life Cycle, Performance Management System and Reimbursement to the clients