Vivek Sridhar

VP of Engineering

Bengaluru, Karnataka, India21 yrs 6 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Over 24 years of experience in customer success and operations.
Expert in scaling teams and operations in SAAS and BFSI sectors.
Proven track record in P&L management and strategic planning.

Stackforce AI infers this person is a seasoned leader in SaaS and customer experience operations.

Contact

vsridhar10@gmail.com LinkedIn

Skills

Core Skills

Customer Experience StrategyP&l Ownership

Other Skills

0-1 & 1-100 scale up strategyBPOBudgetsBudgets and forecastingBusiness AnalysisBusiness DevelopmentBusiness Process ImprovementBusiness Process Outsourcing (BPO)Business StrategyCRMCRM tools and applicationsCall CentersContract NegotiationCost efficiencyCustomer Experience

About

A techno-functional professional with over 24 years of experience in managing large teams , PnL and building strong capabilities across global customer experience, customer success , contact center operations, tech operations, business solutions & product platform delivery for SAAS product and services-driven organizations. Someone with proven ability to adapt to the culture of B2B/B2C business models Successfully delivered on all mandates for large 1500+ sized support operations as well as emerging start-ups. Have in-depth knowledge of the SAAS, BFSI industry along with Ed-tech and Fintech domains and how to create 0-1 teams and help them to scale in quick time. Believe in the concept of challenging the status quo and use business acumen, processes, Tech - systems & data extensively to drive outcomes. Operational Leadership & Strategic Planning,Process Improvement & Change Management,Client Service & Customer Success,Team Development & Leadership,Project Management & Transformation.

Experience

Razorpay

VP & Head- Enterprise solutions & Customer experience

Mar 2020 – Present · 6 yrs · Bengaluru, Karnataka, India

Leading a rockstar team and responsible for
Customer-Merchant experience
Contact center operations
Customer success
Pre-sales - Solutions
Integrations and Tech support
Programs & Professional services
Salesforce Strategy

P&L ownershipLarge Global support operationsGenAI & Digital transformationTeam DevelopmentCustomer experience strategyBudgets and forecasting+9

Simplilearn

3 roles

Vice President - Global Customer Success & Solutions

Promoted

Jul 2018 – Jan 2020 · 1 yr 6 mos

What am responsible for @ Simplilearn
Lead and inspire a team of amazing talents - people management
Customer experience/Success through best in class Net promoter score - B2B & B2C
Contact center and customer operations
Develop digital learning solutions product and deployment
Source and Manage vendors, teachers, mentors and build a strong relationship
Technical learning solutions and customer success for enterprise customers
Research on emerging technologies for continues improvement – RPA, AI, NLP
Manage business teams across India & US and mentor for a success
Manage business operations and P&L for the organization and deploy cost optimization methods