Jan 2022 – Oct 2025 · 3 yrs 9 mos

• Led the growth, performance, and career development of the Customer Success Manager (CSM) team, supporting scalable success delivery across SaaS/Tech/EdTech client portfolios.
• Tracked and analyzed team and individual performance against KPIs such as retention, net revenue retention (NRR), onboarding time, and customer health scores, delivering coaching to improve outcomes.
• Partnered cross-functionally with Sales and Operations leadership to ensure seamless alignment on customer lifecycle strategies, upsell motions, and implementation plans.
• Created and maintained success playbooks, enablement materials, and internal process documentation to drive operational excellence and onboarding efficiency.
• Facilitated weekly training sessions, team meetings, and skill-building initiatives to enhance team capability and confidence in managing strategic accounts.
• Acted as a strategic liaison across departments to translate business KPIs into actionable CSM strategies and deliver insights that support company-wide goals.
• Served as an escalation point for complex customer issues, ensuring resolution through proactive collaboration with Product, Support, and Innovation teams.
• Owned and reported on team goals, key metrics, and strategic projects across weekly, monthly, and quarterly cycles—achieving outcomes such as 30% increase in customer retention, or 65% improvement in onboarding speed.

Jan 2021 – Jan 2022 · 1 yr

• Led end-to-end post-sale customer journey for Enterprise clients, with a strong focus on onboarding, adoption, and engagement to drive maximum ROI.
• Developed and executed tailored success plans to meet customer goals, resulting in improved product utilization, retention, and customer satisfaction.
• Delivered on Support contract commitments by ensuring timely and high-quality execution of services and success initiatives.
• Built strategic relationships with key stakeholders, becoming a trusted advisor and aligning product capabilities with business objectives.
• Monitored health metrics and usage data to proactively identify risks and opportunities, driving client engagement and long-term value realization.
• Partnered closely with Sales to uncover expansion and upsell opportunities; contributed to account growth through cross-functional collaboration.
• Acted as the voice of the customer to internal Product and Engineering teams, influencing roadmap decisions and advocating for enhancements based on real user feedback and industry trends.

Jun 2017 – Jan 2021 · 3 yrs 7 mos

• Promoting Life Long Learning by helping Corporate's and Department of Defense to keep up with new technologies.
• We help in achieving training goals of fortune 1000 Companies and DOD.
• Assist clients with Microsoft, Adobe, CISCO, CompTIA, Autodesk Training.
• Help clients understand the pros and cons, costs and benefits of various technical training.
• Offer a range of options in technical training as well as technologies and trends

Sep 2014 – Dec 2016 · 2 yrs 3 mos · London, England Metropolitan Area

• Client Relations, Service Delivery, Maintaining Service level agreements. Adherence to process, On time delivery of Services.

Dec 2011 – Aug 2013 · 1 yr 8 mos · London, England Metropolitan Area

• Helping corporates and individual to get the best deals for their travel, from getting the best fare on flights to hotel deals including transfers. Negotiating on bulk fares with all the world class airlines covering the Americas, EMEA, Australia and Gulf, middle east

Nov 2009 – Aug 2011 · 1 yr 9 mos

• A leading software developer in Travel and Hospitality industry.All over the world major Hotels are using Channel Direct to show their availabilities and inventories to the end users.
• Involved in Service Delivery Operations. Helped in collaborating SD with other Service Delivery Teams; Project Lead and Technical Manager to maintain Service Level Agreements (SLA) to enhance customer satisfaction. Work closely with other departments to promote product usage, clarify information, and distribute reports. Gather, analyze, and report daily/weekly/monthly sales and service statistics.

Oct 2007 – Sep 2009 · 1 yr 11 mos

• BOSS International has consistently been one of the fastest-growing high-tech companies in Madison for the past 5 years. We are the industry leader in the civil and environmental engineering software field. Our customers include Fortune 1000 engineering firms who use our software daily. Generating business through outbound contacts to US, Canada, Australia, South Africa, UK, New Zealand and India, with the help of 7 Account Managers.
• Handling managerial issues, managing major accounts, sending and following up on sales materials, and managing regional and national tradeshows.
• Recruited staff led ongoing mentoring/training on full suite of software programs; and coached consultative sales, customer care and closing best practices.
• Exceeded sales targets every year despite challenges presented by an aging product platform and dwindling technical support resources.
• Delivered first-ever business wins in Costa Rica, Venezuela and Brazil while growing existing accounts in Mexico, Paraguay, Argentina and the Caribbean.