Mar 2020 – Jan 2024 · 3 yrs 10 mos · Bengaluru, Karnataka, India · On-site

• Operational Standardization: Created frameworks to optimize process efficiency and compliance, driving a 25% increase in partner engagement and streamlining workflows for a global team.
• Stakeholder Collaboration: Partnered with engineering and marketing teams to align technical feasibility and business value, ensuring seamless execution of platform updates.
• Agile Practices: Spearheaded Agile project management practices in guiding product platform transition, including sprint planning, retrospectives, and backlog grooming, ensuring timely and qualitative delivery.
• Directed partner communications, including newsletters, webinars, and product marketing updates, boosting awareness and partner engagement by 8%.
• Created program performance dashboards, delivering actionable insights for continuous improvement.
• Developed and launched partner training playbooks, improving program adoption.
• Led the onboarding, recruitment, and enablement processes, expanding the tech partner ecosystem by 10% YoY.
• Optimized program governance covering GDPR, Data protection regulations and contracts.

Feb 2019 – Dec 2019 · 10 mos · India · On-site

• Led global partner operations team to drive expansion and enhancement of partner programs.
• Managed relationships with internal stakeholders for efficient partner support services.
• Optimized partner portal and CRM systems for seamless support and account engagement.
• Standardized work practices to improve service consistency and partner satisfaction.

Jan 2014 – Feb 2019 · 5 yrs 1 mo · Bengaluru Area, India · On-site

• Led operations excellence for the Citrix Ready program, advancing growth and delivering an exceptional partner experience.
• Drove strategic partner marketing initiatives, lead generation, and product integration efforts to elevate program visibility and value.
• Guided program expansion through market analysis, competitive insights, and strategic business recommendations.
• Revamped and launched the Citrix Marketplace catalog, showcasing over 3,500 product integrations, strengthening partner visibility.
• Increased partner engagement by 25% within one year by expanding and enriching the Citrix Ready partner ecosystem.

Dec 2010 – Jan 2014 · 3 yrs 1 mo · Bangalore · On-site

• Account Management: Collaborated with Value Added Distributors and Resellers across APAC and North Americas to facilitate 50+ non-standard software deal approvals quarterly.
• Drove deal closure and revenue growth by orchestrating complex software agreements with distributors and resellers, securing bookings for the North American channel.
• Partnered cross-functionally with pricing, finance, and revenue recognition teams to optimize partner deals, ensuring alignment from initiation to revenue realization.
• Led critical negotiations alongside channel managers, legal teams, and order management, fostering successful deal lifecycles and securing optimal outcomes.
• Directed strategic process improvements for the Channel Support Business, enhancing efficiency and consistency in channel operations.
• Enabled regional expansion and scalability by supporting the launch and automation of APAC channel support functions.

Feb 2004 – Dec 2010 · 6 yrs 10 mos · Bengaluru, Karnataka, India · On-site

• Directed the call calibration process for the Quality Control team, ensuring consistent and high-quality service delivery.
• Developed and refined compliance guidelines to strengthen process integrity and uphold regulatory standards.
• Supported ISO standard audits by maintaining meticulous agent performance records, reinforcing audit-readiness and accountability.
• Automated compliance and data breach detection, proactively mitigating risks impacting customers and company reputation.
• Established a Training Needs Analysis (TNA) framework to systematically assess and address skill gaps, promoting team competency and continuous improvement.