Jan 2025 – Present · 1 yr 4 mos

• Intrapreneur building SparrowGenie, a Genie that turns RFP's & Proposals into Revenue

Jun 2021 – Dec 2024 · 3 yrs 6 mos

• Responsible for optimizing the entire revenue process. This includes overseeing the sales team, solution engineering, partnerships, marketing, and customer success functions.
• I focus on aligning all revenue-generating functions within the organization and optimizing the customer journey from lead generation to retention and improving efficiency by integrating strategy, process, data and technology.

Jul 2019 – May 2021 · 1 yr 10 mos

• Leading the Sales, Marketing, Customer Success, Legal, Operations, IT & HR teams. Responsible to align pre and post sales functions to optimize growth and streamline revenue processes by integrating strategy, process, data and technology.
• Key responsibilities include;
• ◾Own the company-level revenue targets
• ◾Define GTM strategy/playbooks for Inbound, Outbound, Partnership, Customer Success, Marketing & Solution Engineering.
• ◾Plan and forecast revenue cycles.
• ◾Partner with product & engineering to align go-to-market strategies and execution
• ◾Hiring, nurturing, and building a great team that is scalable while maintaining a high-performing & agile culture.
• Grew the team from 2 to 80+ members & revenue growth of 2X YoY

Jan 2025 – Present · 1 yr 4 mos · On-site

• Building SparrowGenie, a secure AI platform that helps enterprise teams handle RFPs, DDQs, and proposals with greater speed, accuracy, and control through approved knowledge, structured workflows, and human-reviewed AI.

May 2017 – Jun 2019 · 2 yrs 1 mo

• Built the Freshservice Customer Success Team from scratch and lead the team to achieve industry best retention metrics.
• Key responsibilities included;
• Recruit, hire, and train new people. Serve as a coach and a leader, help develop skills of the team so they are able to achieve their metrics and career goals.
• Manage the global Customer Success Team.
• Help customers drive greater business value and ensuring our customer’s investment is being optimally leveraged.
• Proactively drive customer adoption and look for opportunities to increase customer loyalty and revenue growth.
• Advocate customer needs/issues cross-departmentally.
• Work closely with local & global leaders, program owners to drive alignment.
• Lead strategic, cross-functional initiatives such as customer journeys, NPS, product feedback, loyalty programs, user conferences, etc.
• Key performance indicators include customer retention, product adoption, upsell/cross-sell & customer advocacy.

Jan 2016 – Apr 2017 · 1 yr 3 mos

• Setup Customer Success team, tools & metrics from scratch to improve retention & ARPU

Jun 2012 – Present · 13 yrs 11 mos

Sep 2011 – Jan 2016 · 4 yrs 4 mos · Pune Area, India

• MangoApps is a comprehensive enterprise collaboration SaaS platform that combines Intranet, real-time messaging, team collaboration tools, and social networking into one seamless Cloud based SaaS product with 20,000+ customers worldwide. The company is headquartered in Seattle and has an office in Pune.
• Key responsibilities included;
• Develop a trusted advisor relationship with customer executive sponsors such that all activities are closely aligned with the customer's business case and business strategy by identifying customer needs and providing consultative approach to addressing those needs.
• Train, evangelize, and inspire client organizations to integrate social technologies into their daily flow of work.
• Deliver product training virtually & in-person to customers and partners; instill confidence in customers’ use of MangoApps.
• Assist customers in adoption, training & development of best practices to continually drive incremental value & return on investment by engaging cross-functional resources both internally & with customer organizations.
• Oversee the customer's adoption, routinely sharing best practices and leverage lessons learned.
• Have played instrumental role in product management by defining & wireframing key MangoApps modules/features such as on-boarding, billing & invoicing, idea management, employee recognition, Intranet, tasks, internal messaging (chat), etc.
• Have played key role in SQA for MangoApps modules & other products such as Office Chat & TinyTake to ensure bug-free products are released to customers.
• Identify, develop, recognize new opportunities & build a solid base of referenceable customer contacts.
• Ensure overall success between MangoApps and assigned key clients that delivers year over year revenue growth and customer satisfaction

Jun 2009 – Sep 2011 · 2 yrs 3 mos · Pune Area, India

• Responsible for new implementations, training, support & management of the SaaS Electronic Health Records (EHR) systems, Medical Billing Software, Collections & Revenue Cycle Management (RCM) for key customers.
• Key responsibilities included;
• Help customers as a trusted advisor in on-boarding, deployment, mapping requirements, implementation of MedOffice suite of solutions to ensure hospitals and clinics derive maximum value from their investments.
• Develop comprehensive understanding of the customer day to day operations, objectieves & challenges.
• Reduce churn and seek opportunities to up-sell, drive revenue renewal and generate referrals.
• Oversee the day to day support operations to ensure high level customer satisfaction.
• During my tenure with the company was also fortunate to be actively involved in a competitor acqustion with 100+ customers (clinics/hospitals), was responsible for transitioning all the users (1000+ active users) from the old platform with the competitor company to MedOfficePro products.

Oct 2008 – Oct 2009 · 1 yr · Pune

• Pathfinderz, an independent Recruitment Process Outsourcing (RPO) company offered customized and tailor made recruitment solutions to 43 enterprise & SMB customers from India, Canada & UAE.
• Got acquired in less than a year and bought our first home ♥️

Jun 2005 – May 2008 · 2 yrs 11 mos · Pune Area, India

• Provide support to 2000+ physicians, nurses and front desk staffs at hospitals and clinics across North America for E-Dictate's in-house developed SaaS cloud-based Transcription and clinical workflow solution over email & phone.
• Recruit, mentor, manage and lead a team of 5 customer support executives to ensure thorough implementations, on-time problem resolution and consistently high levels of customer satisfaction.
• Increased customer satisfaction score's (CSAT) from 80% to 95% & above consistently year over year.
• Consistently managed to maintain an average first-time response of 4 hours to the customers.
• Investigate, reproduce & solving customers' problems, which may be long-standing pro-handling customer complaints or any major incidents.
• Ensure software bugs are filed correctly & reported with the engineering team to report serious problems and make recommendations to product development team based on customer feedbacks.
• Maintain advanced knowledge of E-Dictate softwares, internal systems, and business processes, and ensure the same for the team.
• Create weekly newsletters for customers focussed on product features and other product training & troubleshooting materials for customers and support team.