Jul 2023 – Nov 2024 · 1 yr 4 mos · Bengaluru · On-site

• With extensive experience in the India region, I have had the privilege of working with strategic global accounts, many of which are ranked among Forbes’ Top 10 companies in India.
• In my role, I partner with Sales and Pre-Sales to design and execute strategic growth plans that drive Annual Recurring Revenue (ARR), ensure alignment with customer business objectives, and proactively mitigate risks. I manage multi-vertical portfolios where value delivery and long-term partnerships are at the core.
• Highlights of my contributions include:
• ✅ Leading Executive Business Reviews with C-suite and senior executives to strengthen partnerships, showcase adoption journeys, and highlight measurable business outcomes.
• ✅ Mitigating churn risks for multimillion-dollar accounts in a very short span through strong advocacy and cross-functional collaboration.
• ✅ Helping customers quantify realized value and demonstrate clear ROI, positioning solutions that directly address critical pain points.
• ✅ Establishing Customer Success as a strategic growth driver, improving brand equity, and ensuring customers are future-ready.
• My diverse expertise across domains enables me to view customer challenges holistically and position the right solutions that deliver measurable results. At the intersection of business strategy, customer engagement, and retention, I focus on building strong, value-driven partnerships that contribute to both customer growth and organizational success.
• 🏆 Awards: CSM of the quarter

Apr 2021 – Jul 2023 · 2 yrs 3 mos · Hybrid

• I managed APAC and India region for all strategic and high touch accounts. I was the first hire in the region and worked towards building the CSM brand for the region. I led all major strategic accounts post sales and worked towards building relationship and product stickiness. Customers are obsessed to achieve quicker GTM (Go to market) and save revenue and I always strive to provide a comprehensive solution that helps the organisation to take an informed decision. My core competency is to grow ARR, Mitigate Risks and to retain accounts.

Sep 2017 – Apr 2021 · 3 yrs 7 mos · India · Remote

• I worked for multiple fortune 500 strategic US accounts and worked towards growing the account and maintaining a good overall health of the engagement. I work towards transforming the customer engagement from a traditional ‘reactive’ to a ‘proactive’ mindset with strong customer advocacy and collaborate with sales and pre sales to ensure the customer achieves the value based on the defined goals and objectives that was discussed during the sales cycle.
• I deliver executive reviews to highlight the consumption of the products and value received. I worked towards Customer retention, ARR growth and managing the relationship positively by increasing the stickiness.

Apr 2016 – Aug 2017 · 1 yr 4 mos · India

• As a Business Relationship Manager (BRM) for global regions, I led a team in close partnership with Account Executives and customers to improve NPS scores. My role involved identifying opportunities to enhance customer satisfaction, promoting NPS growth, and driving cross-functional collaboration with internal teams to deliver measurable improvements.
• In parallel, as an Account Transition 20K Auditor, I was responsible for auditing all new and transitioned accounts across multiple phases, ensuring strict compliance with 20K requirements. Where gaps were identified, I collaborated with stakeholders and escalated findings to the India Head (VP), driving accountability and steering mitigation plans to closure.
• Through this dual responsibility, I not only strengthened customer trust and advocacy but also mentored and guided my team to uphold best practices, streamline processes, and deliver consistent, high-quality outcomes across regions.

Feb 2011 – Mar 2016 · 5 yrs 1 mo · Bangalore · Hybrid

• Team Lead in Global Project Management
• I had the opportunity to work with a renowned American bank, managing IT infrastructure projects across the US and EMEA regions. In this role, I led a high-performing team of Project Consultants, driving number-oriented results while ensuring seamless execution of multiple complex initiatives.
• Key responsibilities and achievements included:
• Team Leadership & Mentorship: Directed and guided Project Consultants, overseeing their deliverables, mentoring them for career growth, and fostering a performance-driven culture.
• Strategic Project Oversight: Managed large-scale IT infrastructure programs with measurable outcomes, ensuring projects were delivered on time and within scope.
• Risk & Conflict Management: Proactively identified project risks, resolved conflicts, and implemented mitigation strategies to ensure business continuity.
• Stakeholder & Vendor Management: Built strong relationships with global stakeholders and vendors, driving alignment, accountability, and long-term partnerships.
• Escalation Handling: Took ownership of project escalations, ensuring swift resolution and customer satisfaction while protecting business value.
• This role not only strengthened my expertise in program management and governance, but also demonstrated my ability to lead teams, deliver measurable impact, and manage global stakeholders at scale.
• 🏆 Awards: ITO Hero

Feb 2008 – Feb 2011 · 3 yrs · Bangalore

• As a Team Lead, I had the privilege of managing and leading the monitoring team across the US and APAC regions. My focus was on building high-performing teams, aligning processes with customer needs and industry best practices, and ensuring operational excellence.
• I played a key role in hiring and mentoring talent, and successfully led the pilot team in Singapore, setting a benchmark that shaped future regional engagements. By fostering collaboration and accountability, I enabled my team to consistently deliver quality outcomes and become trusted partners for our customers.
• 🌟 Key Achievements:
• Process Innovation: Designed and implemented Remedy templates for Service Desk to streamline frequent issue handling, resulting in significant time savings and productivity gains.
• Data-Driven Insights: Built and published an online dashboard to simplify reporting, improve transparency, and enhance stakeholder engagement.
• Crisis & Executive Support: Designed and rolled out a robust Major Incident Management process along with a VIP Support framework, ensuring swift resolution of critical issues and elevated service standards.
• This role strengthened my ability to build and manage teams, optimize processes, and deliver customer-centric solutions that drive both business impact and team growth.

Aug 2006 – Dec 2007 · 1 yr 4 mos · Chennai

• Account - Microsoft
• Technology- windows XP and Vista