Feb 2019 – Jan 2023 · 3 yrs 11 mos · United States · On-site

• Led the successful launch of R2, a groundbreaking solution that provides cloud storage.
• Drove a 852% increase in product adoption within 24 months through strategic feature enhancements based on customer feedback.
• Spearheaded the integration of AI-driven analytics into Cloudflare's product offerings, resulting in improved performance & security.
• Orchestrated cross-functional efforts that streamlined the product development process, reducing time-to-market by 47%.
• Established and nurtured key partnerships with industry leaders, expanding Cloudflare's market reach and enhancing its ecosystem.

May 2017 – Jan 2019 · 1 yr 8 mos · Chennai, Tamil Nadu, India · On-site

• Ideated, implemented and launched multiple co-pilot features as part of the Freddy add-on for Freshservice, enhancing AI assistant capabilities for agents. Leveraged clustering, regression models, and GenAI features to enrich product offerings. Collaborated closely with Data Scientists, ML Engineers, and cross-functional teams to develop and integrate machine learning models and algorithms, shaping the AI strategy for Freshservice. Utilized data-driven insights and analytics to monitor product performance, identify improvement areas, and drive enhancements.

Apr 2015 – Apr 2017 · 2 yrs · Chennai, Tamil Nadu, India · On-site

• Led the launch of Freshchat version 2.0, resulting in a 3x increase in user engagement and a 33% rise in annual recurring revenue (ARR).
• Championed the development of a mobile app integration, driving a 56% rise in user satisfaction and a 74% expansion of the customer base.
• Collaborated with the engineering team to streamline the development process, reducing feature delivery time by 15% while maintaining high quality standards.
• Received the FreshDesk Innovator Award for consistently generating and implementing innovative product ideas that directly impacted customer success.
• Established a customer advisory board that provided invaluable insights, leading to the prioritization of features that contributed to a 21% increase in customer retention.