Jul 2024 – Aug 2025 · 1 yr 1 mo

• As a Technical Program Manager at Clear, I drive the successful delivery of complex technical projects from concept to completion. My role involves collaborating with cross-functional teams, including engineering, product management, and operations, to ensure the seamless execution of project plans and alignment with business objectives.
• Key responsibilities include:
• Project Management: Leading and managing multiple technical projects simultaneously, ensuring timely delivery within scope and budget.
• Stakeholder Collaboration: Working closely with stakeholders to define project requirements, establish clear goals, and maintain open communication throughout the project lifecycle.
• Resource Allocation: Coordinating with team leads to allocate resources effectively, balancing workload, and addressing any potential bottlenecks.
• Risk Management: Identifying and mitigating risks proactively, implementing contingency plans, and ensuring minimal disruption to project timelines.
• Process Improvement: Continuously analyzing and improving project management processes, adopting best practices, and driving efficiencies.
• Technical Leadership: Providing technical guidance and support to project teams, ensuring adherence to technical standards and best practices.
• Reporting and Documentation: Maintaining comprehensive project documentation, generating regular progress reports, and presenting updates to senior management.

Apr 2022 – Jul 2024 · 2 yrs 3 mos

• Lead a customer success team of 11 to be successful in their roles
• Managing a book of 500+ enterprise accounts with a portfolio of 10cr
• Ensure execution of customer journey touchpoints, including onboarding, retention, upsells and other opportunities
• Collaborate with cross-functional teams to ensure visibility and alignment
• Oversee escalations for assigned accounts and team accounts
• Work with Product to prioritize customer features and requests
• Foster a positive team culture and participate in team development including hiring, onboarding, career development, and performance management

Apr 2021 – Mar 2022 · 11 mos

• Managed Portfolio of 2 Cr which includes handling platinum and super Platinum Customers.
• Driven product usage for the initial 60 days of onboarding and focused on large enterprise customer retention with a retention rate of 97.3%
• Responsible for setting up the process for onboarding 100+ Platinum, Gold, and Big Logo customers and ensuring best-in-class onboarding experience within the minimum possible time
• Work with cross-functional teams to ensure that successful initiatives are visible and aligned with company goals.
• Developing and managing client relationships at the CXO level.
• Communicate product feedback and client sentiment to the product and development team.
• Worked with the product team in the creation of an improved E-inv product and successfully moved more than 3000 enterprise clients to the new product.

Dec 2020 – Mar 2021 · 3 mos

• Have trained and successfully onboarded 200+ customers on the Cleartax E-invoicing Platform.
• Have trained and successfully onboarded 70+ customers on the Cleartax ASP/GSP Platform.
• Have expanded the relationships with existing customers by continuously proposing solutions that meet their objectives.