May 2022 – Oct 2025 · 3 yrs 5 mos · On-site

• Leadership Role | Digital Neo Banking & Lending | Customer Success & Revenue Growth
• As a key member of the Digital Neo Banking (DNB) and Digital Lending business from its 0→1 journey, I have been instrumental in scaling revenue and customer success initiatives across Mid-Market and Enterprise segments in India.
• Key Responsibilities:
• Defined and implemented customer experience strategies for the Customer Success (CS) function.
• Owned critical outcome metrics – CSAT, NPS, Retention, and Revenue Growth.
• Built and led a high-performing CS team, focused on operational excellence and customer-centricity.
• Provided strategic guidance, coaching, and career development for team members.
• Drove the pan-India Go-To-Market (GTM) strategy, aligned to revenue targets and expansion goals.
• Partnered cross-functionally with Sales, Product, Marketing, and Operations to align on business strategy and execution.
• Delivered accurate revenue forecasts to the Executive Leadership Team.
• Played a hands-on role in strategic account planning, executive reviews, and customer lifecycle management.
• Represented the brand at regional marketing events, driving thought leadership and brand visibility.
• Key Highlights
• Customer Experience: CSAT improved by 120% YoY; NPS doubled for both online and offline users.
• Retention: Reduced churn from 15% to 3% within Q1
• Renewals: Achieved 98% renewal rate, with notable increase in annual recurring revenue.
• Revenue Growth:
• Digital Neo Banking business exceeded targets, delivering 150% of revenue goals.
• Digital Lending volumes scaled 15x, establishing strong market momentum.

Sep 2021 – Sep 2022 · 1 yr

Jul 2017 – May 2022 · 4 yrs 10 mos

Aug 2016 – Jun 2017 · 10 mos

• Identify expansion of current services and additional opportunities around revenue recognition, forecasting, planning, commissions, pricing, channel incentive programs and other processes that rely on sales and inventory data
• Manage all aspects of client management that includes understanding client sales operations, processes related to channel sales, ensuring flawless delivery, driving internal automation and process optimization.
• Articulate client requirements to internal product management and engineering teams to ensure industry trends are incorporated in our solutions
• Advise clients on partner on-boarding and best practices to encourage sales and inventory reporting.
• Analyze client processes to ensure they derive value from our solutions.
• Lead quarterly and monthly business reviews and weekly client operational reviews to present several business metrics.
• Work with client’s senior leadership team to define roadmap for the future and how our solutions can align with their key short term and long term goals.
• Create reports and have exposure to Yellowfin and Qlikview.
• Deliver solutions and services as per client service level agreements (SLA) and ensure that it is within the SLA definition. Discuss out of scope deliverables with clients and facilitate development of proposals for delivering non-standard services.
• Institutionalize processes and lead a team of business analysts to bring in process reengineering for achieving internal operational efficiency, facilitating productivity, and information sharing across all business stakeholders

Aug 2015 – Aug 2016 · 1 yr · Bangalore

• Act as a primary point of contact for a named Customer base to own, manage and escalate business & service issues.
• Align and work closely with the Sales team to manage customer relationships, drive customer satisfaction and achieve business objectives
• Advocate Customer requirements and expectations within Akamai
• Manage / Contribute to Regional and Global Customer programs
• Accomplish KPI targets set around responsiveness, proactivity, quality and compliance
• Responsible for QBR and custom reports and generate revenue reports.
• Manage customer issues within Cross functional teams and get it resolved at the earliest.

Feb 2011 – Aug 2015 · 4 yrs 6 mos · Bangalore

• Project Management: Hardware and Software HP-3PAR Storage Installation Planning and implementation.
• Operations: Execute schedules for Hardware and Software service activities for HP-3PAR Inservs in accordance with logistical data, technical documentation, and interaction with cross functional teams to meet client-deadlines.
• Client Relationship Management: Single point of contact for clients especially mission critical and Watch list clients for critical hardware upgrades. Provide pivotal support to clients for successful installation of a new system. Understands the ergonomics of a particular schedule and interface with clients, cultivating relations with them for securing continued business.
• Escalation Management: Focal point for the customer and the accounts team to provide timely, accurate and consistent information throughout, until the closure of an escalation. Initiate escalation as per the incident management process, involving senior management as required.
• Provide detailed Root Cause Analysis (RCA) documentation for improving the escalation procedures, by maintaining compliance with the regional escalation policies and procedures.
• Assure the team's availability if a problem arises during the monitoring period; work on the closure of the escalation process once the monitoring period is completed successfully. Follow up with the customer to ensure customer satisfaction before closing the escalation.
• Coordinate with Sales, Deployment, Project Management, Logistics, Global Deployment Services, Proactive Installation Management, National Technical Support Specialists Teams and HP-3PAR customers to bring order, structure, and focused attention to the customer problems in order to gain complete consumer satisfaction.
• An active member of the interview panel for the recruitment of new employees through an effective selection procedure.
• Worked as Account Support Manager for critical accounts and maintained end to end responsibility.

Mar 2010 – Feb 2011 · 11 mos · Bangalore

• Handling Enterprise level customer calls, TGA, TSE, Sales Rep queries & assisting them by routing their issues to the right channel.
• Case management of different categories and levels of cases: Technical, Non-Technical, Field Support Order & Part Request cases on a daily basis.
• Performing case reviews, following-up with customer contact with regards to service, product and sales inquiries.
• Co-ordinating with technical support engineers and company-wide cross-functional teams in supporting customer needs.
• Provide support related to data management, contract issues, and post-sales support, customer service field support
• Actively participated in mentoring programme for two batches of CSRs.