Jun 2025 – Feb 2026 · 8 mos · Gurugram · Hybrid

• Building Snapmint’s Professional Services function from the ground up, with a strong focus on delivering an enterprise-grade Merchant Success experience.
• Spearheading strategic partnerships with leading payment gateway and commerce enablers like GoKwik, Razorpay, Shiprocket, and others to enhance merchant capabilities.
• Driving scale by optimizing onboarding processes and embedding AI-led automation.
• Establishing a robust Presales practice to deliver tailored solutions before deal closure.
• Creating our merchant care help desk and support function from scratch to ensure exceptional post-implementation service.

Aug 2024 – May 2025 · 9 mos · Remote

• Demonstrated track record of effectively leading and managing teams to deliver exceptional service and support to customers globally. Skilled in developing and implementing strategies to optimize service delivery, drive customer success, and achieve business objectives. Proficient in managing complex projects, overseeing client engagements, and ensuring high levels of customer satisfaction. Adept at building strong relationships with clients, stakeholders, and cross-functional teams to drive collaboration and achieve desired outcomes. Strong leadership, communication, and problem-solving skills to drive operational excellence and enhance overall service delivery.

Oct 2022 – Jul 2024 · 1 yr 9 mos · Remote

• Onboarding experience for customers in Europe, Latin America, Middle East/Turkey/Africa (META)

Apr 2022 – Sep 2022 · 5 mos · Remote

• Set the overall vision and strategic plan for the Account Management organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements
• Drive customer outcomes, product adoption and customer experience
• Lead the technical assessment as part of the sales process
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health
• scores
• Reduce churn and drive new business growth through greater advocacy and reference ability
• Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
• Build and lead a world-class team
• Recruit and develop a high-performing team
• Develop company-wide customer success motion integrating processes, content and data to/from
• stakeholder organizations
• Foster collaboration within the teams and across customers
• Drive operational practices to track the performance of teams and individuals
• Work closely with the sales management and regional directors to align on strategies, renewal forecasting, coverage plans, and account opportunities
• Drive Account Growth Outcomes
• Expand our revenue in accounts through new sales and up-sell opportunities
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health
• scores
• Reduce churn and drive new business growth through greater advocacy and reference ability
• Deliver transformational leadership so that team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate

Jan 2021 – Apr 2022 · 1 yr 3 mos · India

• Adobe Certified Expert - Adobe Commerce Cloud Developer

Apr 2020 – Jul 2021 · 1 yr 3 mos

Apr 2019 – Mar 2020 · 11 mos

• Working as a Strategic Program Manager to deliver and launch faster within budget and high quality
• Collaborate with larger & cross-functional teams internally level up to VC/CXO for executive status
• Follow Agile Practices & Scrum Specialist conducting several meetings with internal teams - Developers, Testers, Business Analyst, Infrastructure team and work with the client teams on-site and ensure detailed project plans are created, maintained and delivered
• Setup Project Delivery Processes and constantly evolve internal processes and project documentation. Review SoW regularly and handle contract level negotiations donning an Account Manager hat with the Customer Business directly
• Handle Client Relationship while focusing on deliverable's to ensure more business opportunities are created
• Involve in important decision-making to keep Employee Motivation & Happiness levels consistent & constant
• Perform regular Account Health Checks to review client happiness/confidence score while taking feedback higher up into the system. Drive Revenue Recognition and create Up-sell/Cross-Sell opportunities wherever required
• Handling Escalations & Risks in a smooth manner

Apr 2019 – Mar 2020 · 11 mos · Gurgaon, India

• TAISTech is now a Mastek Company

Jan 2018 – Feb 2019 · 1 yr 1 mo · Bengaluru Area, India

• Managed a team of Implementation Managers and Leads for on-boarding a total revenue worth >$1M integrations that were running in parallel. Responsible for design and architecture, working with the internal Product and QA team in design of new product functionality
• o Collaborated across all units of business including Customer Success, Development, Operations, Product Management, Quality Assurance, Business Development
• o Collaborated with Sales in building SOW’s for new and prospective clients
• o Conducted on-site discovery workshops with customers
• o Led training sessions for customers on Unbxd workflow engine
• o Single handled deliver API integrations
• Created several up-sell & cross-sell opportunities worth ~$350K clients from different verticals like Autoparts, Fashion, Medicine industry in 2017-18
• Impact through relationship management to influence contracts valuing from $500 to $10K
• Reduce churn from implementations by >35%
• Skill Set: Product Evangelist, Product Expert, Customer Advocate, Project Management, Customer Success, Customer Experience, Delivery Management, E-Commerce, Web, Mobile App, Platform Expert (Magento, Demandware, Hybris and various others)

Mar 2016 – Dec 2017 · 1 yr 9 mos · Bengaluru Area, India

• Customer relationship manager for the client’s e-commerce optimization, product discovery and Unbxd offerings
• Coordinate relevant resources for integrations and custom development projects
• Transform client feedback into working ideas and test them with product. Understand and document customer's business flow (for enterprise customers) and deep understanding of use-cases
• Coordination of monthly / quarterly business & technical reviews
• Work with customers on scaling Unbxd solution offerings with use of right analytics data
• Perform implementation reviews, evangelize new product features and ensure the prompt and proper resolution of technical challenges
• Improve product offerings by providing customer feedback on features to product management and engineering
• Conduct customer demos & training
• Product integration & consulting
• Work with internal cross-functional teams (product, sales, pre-sales, marketing, product marketing, support etc.) to ensure customer's issues/solutions are addressed
• Skills: Project Management, Customer Success, Project Delivery Management, Ecommerce, Web, Mobile App

May 2015 – Feb 2016 · 9 mos · Bengaluru Area, India

• Building a Magento team, manage and assess the teams
• Responsible for delivery of Magento development projects
• End to End magento project implementation
• Abiding to technical implementation best practices & standards
• Handling scrum meetings and organising sprint
• Conducting training programs based on employees' skill set
• Discussions and meetings with the teams from the US and clients on projects across various verticals
• Applicable tools used: JIRA

Jun 2012 – Apr 2015 · 2 yrs 10 mos · Chennai Area, India

• Involvement in “Requirements Gathering” phase to analyse: if requirements are clear, competent, consistent, unambiguous; document; validate and manage the project level requirements
• Contribute to the “Design” phase with the necessary template/theme/design changes as and when clients requested throughout projects
• Major role in “Implementation” as backend & frontend coder using various web development technologies
• Modifying and/or maintaining websites, from layout to function according to client’s specifications. Strive to create visually appealing sites that feature user-friendly design and clear navigation
• Perform immense unit testing before functionality and/or project specific release
• Leading a team, handle the project from initiation to deployment phase, meeting deadlines and focusing on resolving challenging bugs and/or technical tasks as assigned
• Provide training to stakeholders and team members related to the framework and technology

Jun 2012 – Apr 2015 · 2 yrs 10 mos · Chennai Area, India

• Involvement in “Requirements Gathering” phase to analyse: if requirements are clear, competent, consistent, unambiguous; document; validate and manage the project level requirements
• Contribute to the “Design” phase with the necessary template/theme/design changes as and when clients requested throughout projects
• Major role in “Implementation” as backend & frontend coder using various web development technologies
• Modifying and/or maintaining websites, from layout to function according to client’s specifications. Strive to create visually appealing sites that feature user-friendly design and clear navigation
• Perform immense unit testing before functionality and/or project specific release
• Leading a team, handle the project from initiation to deployment phase, meeting deadlines and focusing on resolving challenging bugs and/or technical tasks as assigned
• Provide training to stakeholders and team members related to the framework and technology

Dec 2011 – May 2012 · 5 mos · Bengaluru Area, India

• Mobile Game Apps in iOS. http://tinyurl.com/le6yvpg

Jul 2009 – Jul 2010 · 1 yr · Vellore Institute of Technology, Vellore, India 632014