Sep 2023 – Jan 2026 · 2 yrs 4 mos · Chennai · On-site

• I rebuilt commercial foundations for an ERP provider transitioning from MSME sales to institutional/B2G markets.
• Challenge: Company had product-market fit but no repeatable framework for government tenders, PSU procurement, or long-cycle institutional sales.
• Revenue & GTM Impact:
• → 25% revenue growth via strategic repositioning and tender-qualified pipeline
• → 40% sales productivity improvement (cycle time reduction + pipeline governance)
• → Enabled ₹12Cr+ government tender wins (multi-year contracts)
• → Built compliance framework for PSU/institutional procurement readiness
• Strategic Capabilities:
• ERP market positioning | B2G tender strategy | Government procurement compliance | Sales process architecture | Institutional credibility development

Mar 2022 – Present · 4 yrs 1 mo · Kanyakumari · Remote

• I built the India market entry framework for foreign defence OEMs across naval, land, air, and autonomous systems—converting technology interest into procurement-credible programmes.
• This wasn't representation. It was programme architecture.
• Programmes Shaped:
• → Naval UAV (rotary ISR platform) → Indian Navy pre-qualification pathway established
• → Tactical UAS programme → Army trials + Make-in-India partnership structured
• → High-speed interceptor → Coast Guard requirement alignment + shipyard JV scoping
• → Autonomous underwater vehicle → DRDO validation pathway + subsystem localisation logic
• Market Entry Methodology:
• → DAP/DPM pathway navigation (RFI/RFP/DAC cycle management)
• → Trials realism + NCNC evaluation structuring
• → Make-in-India compliance + ToT framework design
• → OEM-shipyard-integrator ecosystem formation
• Geographic Expansion:
• Also supported sovereign procurement entry in Philippines (Navy/Coast Guard), Chile (Navy), Colombia, Peru, Brasil, LATAM (special operations maritime), Taiwan (maritime security).
• Also advising foreign non-OEM companies like forging, high precision engineering navigating initial defence market entry in India.

Apr 2021 – Mar 2026 · 4 yrs 11 mos · Chennai · Remote

• I operate as an independent strategic advisor to defence OEMs, dual-use technology firms, and regulated B2G companies, supporting India-led sovereign market entry and programme execution, with active exposure across Latin America, Southeast Asia, and select African markets.
• My work focuses on programme shaping and commercial risk reduction, ensuring advanced capabilities move from market interest to executable, procurement-aligned programmes across naval platforms, UAVs, ISR, autonomous systems, and defence-adjacent digital solutions.
• Scope of Advisory
• Advise on B2G procurement navigation across MoD, Navy, Coast Guard, paramilitary, and PSU channels.
• Structure India-fit market entry strategies for foreign OEMs, including partnerships, localisation logic, and sovereign alignment.
• Lead programme shaping and pre-RFP positioning, reducing bid risk, cycle time, and execution uncertainty.
• Guide commercial and regulatory strategy, balancing compliance, revenue viability, and long-cycle defence execution.
• Enable strategic partnerships and ecosystem alignment with Indian industry, integrators, and public stakeholders.
• I typically operate as an embedded strategic advisor, supporting leadership teams through early market entry decisions, sovereign engagement, and the transition from opportunity identification to procurement-credible programmes.

Dec 2007 – Nov 2010 · 2 yrs 11 mos

• As Manager, Customer Success & Support at Revvity Signals, I led global customer success and support teams, enhancing experiences for SaaS-based bioinformatics and chemoinformatics solutions. Promoted from Customer Support and Success Lead, I drove adoption and value for clients in genomics, drug discovery, and molecular modeling.
• Key Achievements:
• Reduced churn by 15% through strategic onboarding and support initiatives.
• Increased upsell revenue by 12% by identifying cross-sell opportunities.
• Improved customer satisfaction scores by 25% with streamlined support processes.
• Responsibilities:
• Team Leadership: Managed and mentored customer success and support professionals, fostering a client-centric culture.
• Customer Experience: Developed onboarding, training, and support strategies to maximize product value.
• Cross-Functional Collaboration: Partnered with product, sales, and engineering teams to resolve issues and enhance solutions.
• Engagement Strategies: Aligned support with success goals to boost retention and long-term client relationships.
• Upsell Opportunities: Identified and promoted solutions to enhance client outcomes.
• With expertise in customer success, SaaS optimization, and team leadership, I strengthened client partnerships and solidified Revvity Signals’ reputation in the scientific research community.

Oct 2006 – Nov 2020 · 14 yrs 1 mo

• As Global Senior Manager, Customer Success & Services, I led worldwide customer success and services operations for mission-critical, SaaS-based scientific platforms, supporting clients in regulated, high-reliability environments.
• I managed global teams responsible for onboarding, adoption, lifecycle success, and long-term value delivery, working closely with sales, engineering, and product leadership to ensure solutions translated into measurable operational outcomes.
• Key Impact
• Improved customer retention by 20% through structured engagement and value realisation.
• Drove 15% upsell growth by aligning product capabilities with evolving client needs.
• Reduced churn by 10% via disciplined onboarding, support, and success frameworks.
• This role built my foundation in systems thinking, lifecycle governance, global stakeholder management, and execution under regulatory constraints—capabilities that now underpin my work in defence, government, and sovereign acquisition environments.

Oct 2006 – Dec 2007 · 1 yr 2 mos

• As Customer Support and Success Lead at Revvity Signals, I spearheaded support and success operations for SaaS-based bioinformatics and chemoinformatics solutions, driving customer satisfaction and adoption in drug discovery, genomics, and molecular modeling.
• Key Achievements:
• Reduced customer churn by 12% through proactive engagement and tailored onboarding.
• Improved support response times by 30%, enhancing client satisfaction scores.
• Boosted product adoption by 15% with personalized training and guidance.
• Responsibilities:
• Team Leadership: Managed a front-line support team, fostering a customer-centric culture.
• Customer Engagement: Delivered personalized support to maximize value for scientific research clients.
• Onboarding & Training: Developed strategies to ensure seamless product adoption and usage.
• Cross-Functional Collaboration: Partnered with customer success and product teams to relay feedback and drive enhancements.
• Process Improvement: Streamlined support-to-success transitions for a unified customer experience.
• With expertise in customer success, SaaS support, and process optimization, I built strong client relationships and laid the foundation for Revvity Signals’ success in the scientific community.

Jun 2006 – Nov 2007 · 1 yr 5 mos · On-site

• As Customer Service Shift Supervisor at Decatrend Technologies, I led live chat and email support teams, driving exceptional customer experiences and operational efficiency. My leadership ensured timely, professional resolution of inquiries, enhancing satisfaction across diverse client bases.
• Key Achievements:
• Improved customer satisfaction scores by 20% through strategic process enhancements.
• Reduced average response time by 25% by optimizing team workflows and training.
• Increased team performance metrics by 15% with targeted coaching and feedback.
• Responsibilities:
• Team Leadership: Guided customer service representatives, fostering a culture of excellence and accountability.
• Strategy Development: Designed and implemented service strategies to boost efficiency and client satisfaction.
• Performance Monitoring: Tracked metrics, evaluated performance, and provided coaching to elevate team outcomes.
• Issue Resolution: Resolved complex customer disputes, ensuring positive outcomes and loyalty.
• Training & Reporting: Oversaw training programs and delivered customer satisfaction surveys and reports.
• With expertise in customer service leadership, process optimization, and team management, I strengthened Decatrend Technologies’ reputation for outstanding client support.

Aug 2003 – Mar 2004 · 7 mos · Bengaluru, Karnataka, India · On-site

• As Customer Success Executive at Google, I drove retention and growth for GTech Ads users by delivering exceptional onboarding and ongoing support. My focus on customer success orientation ensured clients maximized ad platform value, fostering loyalty and continuous engagement.
• Key Achievements:
• Boosted client retention by 18% through tailored onboarding and proactive engagement strategies.
• Increased upsell revenue by 10% by identifying opportunities for additional ad solutions.
• Improved customer satisfaction scores by 22% with personalized support and training.
• Responsibilities:
• Customer Onboarding: Guided GTech Ads users through setup and optimization to ensure rapid adoption.
• Retention Strategies: Developed engagement plans to maintain long-term client loyalty.
• Continuous Selling: Identified upsell opportunities, promoting advanced ad features to drive growth.
• Client Support: Provided strategic guidance to maximize ad campaign performance.
• Feedback Loop: Collaborated with product teams to relay user insights and enhance platform features.
• With expertise in customer success, digital advertising, and client relationship management, I strengthened Google’s GTech Ads user base and delivered measurable business impact.

Feb 2002 – May 2003 · 1 yr 3 mos · Tirunelveli · On-site

• As Production Supervisor at Sun Paper Mills, I managed shift operations to ensure efficient, high-quality paper production. Leveraging discipline and teamwork, I led teams to meet rigorous safety, quality, and production targets.
• Key Achievements:
• Increased production efficiency by 18% through streamlined processes and inventory optimization.
• Reduced machine downtime by 22% by proactively addressing operational issues.
• Trained and onboarded 12+ new team members, boosting team performance by 10%.
• Responsibilities:
• Team Leadership: Supervised production workers, ensuring compliance with safety and quality standards.
• Process Optimization: Monitored equipment and optimized workflows for cost-effective production.
• Inventory Management: Oversaw raw material stocks to maintain seamless operations.
• Training & Mentorship: Mentored new hires for rapid integration and skill development.
• Cross-Functional Collaboration: Partnered with Engineering and Quality Control to ensure on-time, high-quality output.
• With a foundation in leadership, problem-solving, and operational excellence, this role sparked my passion for driving efficiency and team success in high-growth environments.