Feb 2025 – May 2025 · 3 mos

• Own the ultimate success of our Enterprise customers, ensuring they realise the full value of the Confluent platform.
• . Meet/exceed quarterly renewal targets by proactively managing customer portfolio and ensuring on-time customer retention.
• . Identify and collaborate with the sales team regarding expansion, up-sell, and additional service/support opportunities within accounts.
• . Coordinate the engagement of other Confluent resources (e.g. Customer Operations, Sales, etc.) to ensure ongoing customer success.
• . Promote the use of Confluent features and technology, Communicating ROI throughout the customer lifecycle to stakeholders of all levels
• . Maintain relationships with key users and decision makers at assigned customers, keeping them connected to value being added by our products.
• . Champion and advocate for Enterprise customer requirements within Confluent.
• . Proactively identify issues/risks and escalate internally for prompt resolution.
• . Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.

Apr 2023 – Nov 2024 · 1 yr 7 mos

• . Discover customer use cases, identify business needs, and increase solution adoption
• . Develop adoption strategies for new products and features
• . Lead complex, large-scale product implementations and change-management activities for strategic customers
• . Lead Customer Success activities for named accounts
• . Apply project management and change management techniques and methodologies
• . Lead small to medium transformational projects internally and with customers

Aug 2022 – Apr 2023 · 8 mos

• . Scale an efficient and high quality program that minimizes friction for partners, users and Cisco.
• . Project manage initiatives to drive efficiency and quality.
• . Implementing the functional process/policies in different circles in collaboration with the Partners.
• . Training/Induction of new and existing Partners on process/policy and functional competencies.
• . Identifying gaps in existing ground SOPs and refining them towards excellence.
• . Piloting special projects and then implementing them on full scale.
• . Creating new programs/SOPs for Partners to fulfill the functional objectives.
• . Taking Cisco CSM/Sales feedback and working on resolving them
• . Working with various internal and partner stakeholders in planning and executing programs.
• . Keeping partners aware of All Things New on Webex.
• . Training partners on customer lifecycle and increase adoption.

Sep 2021 – Aug 2022 · 11 mos

• Support and enable partners to be successful in providing CS for our customers
• Provide CS optimization coaching
• Expertise in developing and maintaining strong relationships with external partners and internal stakeholders to drive toward measurable goals
• Develop and share best practices
• Provide day-to-day support to help partner sell, implement and support in customer lifecycle
• Recommend collateral/programs/campaigns needed to enhance partner development and CS support
• Drive requirements and partner program specific metrics
• Serve as internal channel advocate to ensure partner and customer satisfaction
• Enable partner to communicate value to customer and internal stakeholders
• Coordinate training, marketing, and overall enablement programs
• Liaison between improved partner and product team engagement
• Enable partner operationally
• EFT- pilots with partners on new products/Services
• Conduit between partner info/ insights/trends/ strategies
• Understand partner’s business, goals and how services can enhance their value proposition

Mar 2020 – Sep 2021 · 1 yr 6 mos

• Own complete lifecycle of information utilization from concept to consumption to insights
• Drive faster “time to value” and improve overall experience
• Executing product implementations and related change management activities for Enterprise accounts
• Orchestrating knowledge of Cisco Collaboration suite to drive scale and efficiency internally and with customers to promote collective success
• Ensuring proper delivery, onboarding and adoption of products and services, conduct ongoing compliance & health checks
• Developing opportunities for upselling and cross selling Cisco cloud teamwork products and services
• Discover use cases, uncover business need and drive increased adoption
• Provide key customer and market insights to enable timely understanding of the market
• Develop a clear and concise understanding of the customer needs, strategies, operational maturity and business goals as well as those of the industry in which they function.
• Collaborate internally with Sales & broader cross functional groups to drive continuous improvement & provide a superior customer experience.
• Identify, build and maintain line of business relationships.
• Frequent customer visits to strengthen relationships, conduct gap analysis, report on usage & lead value realization discussions. Establish a common understanding with the customer for the return on investment they are receiving from Cisco Solutions as the strategy is executed.
• Meet pre-defined metrics around revenue growth through upsell/cross sell & deep Teams adoption

Sep 2018 – Jan 2020 · 1 yr 4 mos · Bengaluru, Karnataka, India

• Onboard new customers, Service Enablement, Usage Optimisation, Retain and Grow, Reduce Churns, Revenue Growth, Renewal Program and Improve Product Flows
• Onboard new users to first value with Integration support
• Advising clients on the most effective ways to use the MoEngage Platform
• Consulting customers in building strategic marketing campaigns to target the right set of audience and help increase the CTR and CVR respectively
• POC for the customer within MoEngage, work strategically to ensure the growth on the account
• Develop and evangelize a vision for the overall Customer Success mission on an operational and strategic level increasing the chances of up- and cross-selling
• Responsible for the overall service and growth of assigned accounts
• Work cross-functionally, especially with product management to ensure timely resolution on the zoning issues
• Escalation point for customer issues to ensure they resolved quickly
• Responsible to get customer feedback to enable ongoing improvement of MoEngage products and services
• Implementing quantitative and qualitative analysis to drive operational excellence in the areas of on-boarding, adoption, renewal, up-sell, and churn reduction
• Analyzing market trends and developments impacting our industry
• Developing and maintaining long-term relationships with key stakeholders
• Delivering QBR/CBR

Mar 2013 – Mar 2017 · 4 yrs · Bengaluru Area, India

• Interact directly with customers via phone, email and own customer reported trouble tickets
• Analyze problem reports, reproduce customer issues and take them to resolution
• Escalate issues and work with internal team as required to resolve the situation
• Enhancing customer satisfaction, customer retention and maximizing and maintaining long term relationship with the customer
• Responsible for overall delivery, SLA management and monitoring performance against key success matrix while identifying and mitigating risk
• Building credibility by communicating trust, morale and professionalism with clients, and internal teams as well as by recommending appropriate service and strategic advice to deliver product as per the client requirement
• Ensuring clients issues are promptly addressed, provide resolution in a timely and professional manner, striving to put across the brand message effectively by planning and carrying out the right brand communique internally and externally
• Maintaining the highest degree of customer service for all support queries and adhered to all service management principal, take personal ownership of all customer problems and deal with all issues preventing escalations
• Working closely with the Enterprise sales and Client Services Managers to manage customer relationships, drive customer satisfaction and achieve business objectives
• Achieving KPI targets set around awareness, proactivity, quality and compliance
• Contributing towards creating various valuable customized business reports, QBR/CBR and training and directing on the Akamai portal as well as managing cross-functional activities to ensure timeliness resolution
• Accountable for driving customer satisfaction surveys (CSAT) in Americas region and maintaining analytics on CSAT/NPS management
• In collaboration with the engineering team created an automated tool to generate the valuable Value Confirmation Report
• Trained the new hired team on generating and managing the reports

Jun 2011 – Sep 2012 · 1 yr 3 mos · Bengaluru Area, India

• Oversee local third party property managers and leasing agents
• Propose goals and objectives for each property
• Assist in the preparation and approval process of property operating budgets
• Monthly, quarterly and annual reporting of the portfolio
• Monitor and report changes in the risk profiles of individual assets in the portfolio
• Coordinate with fund advisors and direct partners
• Manages complex real estate assets and portfolios that contain an assortment of property types
• Duties included all of the following: selling assets, negotiating leases, supervising renovation/maintenance/repairs, inspecting assets, internal portfolio and asset reporting, and arranging appraisals or valuations as necessary as per the market needs
• Authorized signatory for selling of the property to the winning bidder

Dec 2010 – Jun 2011 · 6 mos · Bengaluru Area, India

• Responsible for hotel reservations, ground transportation arrangements such as car rentals, limo services, catering, etc…
• Resolves customer requests, questions and complaints frequently requiring analysis of situations to determine best use of resources
• Serves as liaison between the customer and various departments
• Solicits sales of new or additional services
• Provides pricing and delivery information, processes orders
• Sets up new accounts, maintains records, prepares reports and performs work processing assignments and related clerical duties
• Knowledgeable of customer service inclusive of hotel reservations, ground transportation, information on local attractions and activities, amenities of the hotel property and other information that provides valuable service to our customers
• Accountable for driving CSAT and acheiving good CSAT/NPS score

Oct 2007 – Feb 2010 · 2 yrs 4 mos · Kolkata Area, India

• Efficiently handle inbound calls to resolve overseas customer queries on credit cards.
• Electronically process data and respond to customer queries pertaining to banking transactions from client’s offices across US
• Perform financial calculations related to the credit cards of the customers
• Act as the customer's financial adviser on the financial budget related to the credit card helping them manage/ reduce the chance of account being delinquent
• Be the customer's voice within the organization to resolve the customer's grievances within the support boundaries
• Effective in terms of quality and service excellence
• Mentoring/Organizing training sessions for my peers for skill development