Sep 2023 – Oct 2023 · 1 mo · Bangalore Urban, Karnataka, India

• Managed a Book of Business valued at $7.2 million with 30+ Enterprise accounts in the India Region, driving 37% upsells in Tier-1 Accounts.
• Achieved a 36% increase in Customer Adoption rate, 19% increase in CSAT, resulting in 89% GRR and 126% NRR.
• Mentored and onboarded 2 Senior Customer Success Managers and 2 Customer Success Managers, empowering them to drive feature adoption and identify upsell opportunities.

Aug 2021 – Sep 2023 · 2 yrs 1 mo · Bangalore Urban, Karnataka, India

• 1. Working as a Strategic Advisor and delivered 6 Quarterly Business Reviews (QBR) and Executive Business Reviews (EBR) per quarter for customer engagement, sharing valuable industry best practices.
• 2. Drove the achievement of Client’s Business Desired Outcomes (BDO) while fostering strong client relationships with a focus on expanding Net Revenue Retention (NRR)
• 3. Successfully managed Book of Business of $3.5 Million for SMB & Enterprise Accounts

Oct 2020 – Jul 2021 · 9 mos · Bangalore Urban

• 1. Drove data- and AI-led customer growth initiatives across enterprise portfolios — from intelligent onboarding to automated adoption workflows and personalized success journeys.
• 2. Designed predictive churn and adoption frameworks using behavioral data and engagement metrics to identify at-risk accounts and recommend targeted interventions.
• 3. Partnered with product teams to translate customer insights into AI-driven roadmap priorities, influencing the evolution of Sprinklr’s Modern Research, Engagement, Care, and Advertising products.
• 4. Implemented automated onboarding playbooks leveraging APIs and workflow orchestration to accelerate time-to-value and reduce manual dependencies.
• 5. Delivered customer intelligence dashboards that tracked sentiment, usage, and adoption trends — empowering proactive decision-making for both clients and internal teams.
• 6. Advised CMOs and CX leaders on integrating Sprinklr’s AI capabilities into their social and digital strategies, bridging business goals with intelligent automation.
• Impact Highlights:
• 1. Increased seat adoption and product utilization through predictive engagement models
• 2. Reduced churn in high-risk accounts via AI-powered success planning
• 3. Strengthened product-market fit by embedding customer intelligence into quarterly product roadmaps.

Sep 2018 – Sep 2020 · 2 yrs

• Building Enterprise Commerce Platforms & AI-Driven Personalization
• 1. Led discovery-to-launch of a microservices-based B2B commerce platform driving $X Bn+ GMV across 7 Fortune 500 clients, integrating Shopify, SAP Hybris, and Salesforce Commerce.
• 2. Spearheaded AI/ML-powered personalization engines leveraging behavioral and transactional data to deliver intelligent product and content recommendations.
• 3. Directed cross-functional delivery of core commerce modules — Catalog, Content, and Checkout — with 40+ practitioners across engineering, design, and analytics.
• 4. Generated $X Mn+ in platform and services revenue through enterprise-scale implementations.
• 5. Applied A/B testing and behavioral analytics to optimize conversion and engagement.
• 6. Delivered multi-country, multi-language digital rollouts ensuring scalability and localization.
• 7.Produced detailed business specs, functional designs, and API documentation bridging business and engineering.
• 8. Led UAT, go-live, and hyper-care phases ensuring smooth adoption and measurable impact.
• Key Launches & Impact:
• 🚀 Apple Inc. B2B eCommerce Platform – Scaled to 120+ countries, driving $X B+ in annual revenue.
• 🛍️ SleepCountry.ca Omnichannel Commerce – Delivered triple-digit eCommerce growth.
• 🌍 Donaldson Inc. B2B Platform – Expanded to 50+ markets with unified AI-enhanced catalog experience.

Jun 2016 – Aug 2018 · 2 yrs 2 mos

Apr 2015 – May 2015 · 1 mo · Bengaluru, Karnataka, India

• Scope of the work included preparing a digital strategy, solution overview and estimating the probable budget heads to be invested by Deloitte Digital
• The report contained the industry and consumer analysis based on the Over the Top (OTT) media preferences and the market scenario of India and US
• The report provided recommendations to Deloitte Digital comprising of market overview, conceptual and solution overview.

Jul 2014 – Mar 2016 · 1 yr 8 mos · India

• Completed Post Graduate Diploma in Management with specialisation in Marketing and IT.
• CGPA: 6.5
• Won 6 competitions across reputed B-Schools focusing on the Strategy and Business Development.
• Was the convener of the Alumni Relations Committee and my key responsibilities were as below:
• Responsibilities Included:
• 1. Managed 5000+ alumni network of TAPMI and look for institution building opportunities like alumni mentorship, alumni fundraising, academic contributions
• 2. Conducted 4 Batch Reunion and 9 City Meets including 2 International meets for TAPMI
• 3. Administering the annual financial planning of ARC for alumni engagement initiatives

Jul 2013 – Jun 2014 · 11 mos

• 1. Gathered and documented functional requirements from client stakeholders for new SharePoint sites
• 2. Managed a team of 6 practitioners for development and quality assurance cycle of 20 micro-sites SharePoint application
• 3. Executed the migration of SharePoint sites from MOSS 2007 to SP 2013.
• 4. Co-ordinated with Development, Testing and Client teams to meet project goals.
• 5. Developed and maintained collaborative applications based on MOSS 2007, SharePoint 2013.

Jul 2012 – Jun 2013 · 11 mos