Jul 2023 – Nov 2024 · 1 yr 4 mos

• Building TailBoost a non-endemic retail media ads platform.

Jan 2020 – Jan 2023 · 3 yrs

• Managing and Growing Branch's Customer Success team in India and SEA.
• Built CS teams from ground up for EMEA and APAC for our Scale Customers.
• Work with App developers and Product teams on custom implementations to improve their App's user experience and leverage accurate data using Branch's superior Deeplinking and Measurement platform.
• Set the overall vision and strategic plan for the India Customer Success Org, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.
• Drive customer outcomes, product adoption and customer experience.
• Lead the technical assessment of customer's Ad-tech / Mar-tech stack as part of the onboarding process.
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores.
• Reduce churn and drive new business growth through greater advocacy and reference ability.
• Define and optimise customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement.
• Build and lead world-class team.
• Develop customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc).
• Drive operational practices to track performance of teams and individuals.
• Expand our revenue in accounts through new sales and up-sell opportunities.
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores.
• Reduce churn and drive new business growth through greater advocacy and referenceability.
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate.
• Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.

Jan 2019 – Dec 2019 · 11 mos

• Infoanalytica is a B2B marketing analytics company and I am responsible for outlining the company's product roadmap, managing a team of developers, and ensuring that the technological resources are aligned with the company's business needs.
• Helped build a Web Crawling Engine for extracting data from hundreds of thousands of websites at scale and analysing them for various data points and feeding them into a custom Data Prep platform for a marketing analytics use cases.

Oct 2017 – Jan 2019 · 1 yr 3 mos

• As Founder of Mtag Innovations, I led the development of a drug integrity management platform and a hardware chip with the aim of ensuring that life-saving drugs were delivered to consumers in all regions in the right condition and on time. Our solution utilized a flexible printed electronics and NFC-based chip that could monitor the integrity of sensitive products in the supply chain. I successfully raised research grants from Department of Science and Technology and partnered with IISc Bangalore to build a prototype under the guidance of Dr. Subhodas Gupta in the Materials Engineering Department.
• However, the startup ultimately failed, and I learned a valuable lesson about the difference between problem and pain. While the problem of improper cold chain management for sensitive drugs was real, the pain was not felt by consumers in India.
• Unlike in the West where multi-billion dollar corporations such as Mckesson and AmerisourceBergen distribute drugs, in India the drug distribution is spread across thousands of distributors across the country.
• This complex web of distribution along with under-developed cold-chain often leads to improper distribution of sensitive drugs. Moreover, the current pharmaceutical storage and distribution rules lack strict auditing to validate how all stakeholders in the chain store and distribute such sensitive drugs.
• We jumped to figuring out the best way to solve for this problem without figuring out whether there was any willingness either on the demand side or the supply side to pay premium for such a solution. Unfortunately in our case, the end consumer never realizes the impact of this problem hence no one either on the supply side or the demand side is incentivised to pay a premium for this solution.
• Lesson learned and now moving on.

Jan 2016 – Aug 2017 · 1 yr 7 mos

• Responsible for building the mobile retargeting product.

Sep 2015 – Jan 2016 · 4 mos

• As the Head of Customer Success & Account Management for Applift's SaaS Product, I oversaw a team responsible for managing client relationships at DataLift Enterprise - an end-to-end SaaS programmatic solution for mobile advertising businesses.
• In this role, I led cross-functional projects with marketing, product, and technology teams to strategically position our offering in the market. I was committed to delivering the highest levels of service, simplifying clients' lives, and advising them on how to leverage our platform to meet their KPIs. Additionally, I provided valuable industry understanding and insights to drive their mobile advertising goals.
• I worked collaboratively with internal and external stakeholders to drive alignment and ensure project progress. By providing feedback to iterate on the plan based on product maturity and market reality, I helped to ensure the success of our clients and the growth of the company.
• I also worked on building the initial Mobile Retargeting product at Applift. Below are the features I collaborated on with our engineering and product leadership;
• Cross product recommendation engine (Intent Driven and Up-selling models)
• Predictive Derivation Models (Absolute CTR prediction)
• Tier based dynamic ads on Facebook
• Integrations with major Audience partners like Appsflyer, mParticle, Kochava
• True Reach Matrix

Oct 2014 – Sep 2015 · 11 mos · Bangalore

• As an Account Manager for Mobile Retargeting, I was responsible for analyzing the media marketplace and studying demographic data to determine the most effective approach to enact or actualize media plans drawn up by media planners within Budget Control. I undertook research using a wide range of specialist media resources to identify the right target demographic for specific campaigns. Monitoring Digital Media Planning trends and competitor offerings to identify potential business avenues and improve current offerings was also a core part of my role. Additionally, I understand the importance of integration with other channels and advise the Digital team and clients about the most effective digital media mix. I led the strategic direction of new platforms and digital opportunities for clients, designing a mobile-first Digital Media Strategy for our leading e-commerce clients. My focus was on driving innovation and delight for clients, while ensuring that their digital media strategies align with their business objectives.

Sep 2013 – Oct 2014 · 1 yr 1 mo · Pune Area, India

• As an Operations Specialist at Pubmatic, I was responsible for working closely with Demand Partners and Buyers (Ad Networks, DSPs, ATDs) to understand their requirements and provide appropriate buying suggestions. I managed the Buyer Portfolio by analyzing historical data to understand buying trends and provided insights to increase buyer spend on the Pubmatic platform while maximizing their ROI. Additionally, I managed and maintained publisher accounts on the platform and pitched new opportunities, such as Tag buys and PMP deals, to clients. I regularly analyzed data to identify key trends and inconsistencies and participated in account reviews and progress discussions/calls with clients and Strategic Business Managers. I also developed processes to streamline workflows and recruited and mentored new hires. I provided performance insights to demand partners by preparing Quarterly Business Reports and worked closely with internal customers to ensure higher returns for end customers.

Mar 2013 – Aug 2013 · 5 mos · Ahmedabad Area, India

• As a Technical Coordinator at Solid Systems, I leveraged my expertise in understanding client requirements to plan and streamline enterprise equipment support for installed-base technology. My core responsibilities included logging incidents, identifying incident types, asset properties, and SLAs, and coordinating with field engineers to troubleshoot problems and provide necessary logs and reports. Additionally, I consulted with the chief engineering team in the UK to discuss the issues identified by the field engineers and provide the necessary fixes for the problems. I also coordinated with logistics teams and buyers to ensure part availability and scheduled part delivery to meet SLAs. My role also involved collaborating with clients, engineers, local offices, and end-users to ensure timely resolution of cases and achieve SLAs.