Nov 2024 – Dec 2025 · 1 yr 1 mo · Remote

• Confluent is a high precision leader in the Apache Kafka Data Streaming Cloud tech space with clients such as Walmart, Netflix, Uber Disney+ Hotstar, ING Vysya, Bosch among many other Fortune 500 companies.
• Serving the Americas region, conducting MBRs, QBRs and ABRs for Enterprise and mid market accounts
• Serve as an advocate for Enterprise customer needs, championing their requirements within Confluent.
• Collaborate with the sales team and technical teams to identify opportunities for account expansion, upselling, and additional service/support offerings.
• Constant monitoring of account to ensure maximum renewal and retention
• Proactively identify and escalate any potential issues or risks, ensuring prompt resolution.
• Drive the success of Enterprise customers by ensuring they fully realize the value of the Confluent platform.
• Build and maintain strong relationships with key users and decision-makers, ensuring they are connected to the ongoing value delivered.
• Coordinate with cross-functional teams (e.g., Customer Operations, Sales) to deliver a seamless and customer-centric experience.
• Gather customer feedback to drive continuous product improvements and enhance the overall customer experience.
• Promote the use of Confluent’s features and technology, communicating ROI to stakeholders at all levels throughout the customer lifecycle.
• Proactively manage customer portfolios to meet and exceed quarterly renewal targets, ensuring timely customer retention.

Nov 2024 – Dec 2025 · 1 yr 1 mo · Remote

Sep 2023 – Oct 2024 · 1 yr 1 mo · Singapore · Remote

• Onboarding clients on the Cyber Sierra Cyber Governance, Risk, Compliance, Assessments platform, enabling account activation and giving the product tour
• 100% Retention, growing BoB 2x to $2mn, NPS - 9/10
• Working with engineering, product, marketing, sales and founder teams to closely cater to all customer needs
• Training clients on product usage, creating product user guides for different modules
• Enabling clients to receive their SOC2, ISO certifications, along with working on projects involving GDPR, HIPPA
• Helping build the Cybersecurity and GRC product from scratch by troubleshooting client queries, gathering feedback and sharing with the team and sharing new product updates with the clients
• Retaining clients, upselling and cross-selling such as core cybersecurity product and compliances such as ISO and SOC2 Type 1 and 2
• Lightning fast communication with clients over multiple channels such as Slack, Mail, WhatsApp, Google Meets and Phone Calls resulting in testimonials, retention and customer satisfaction
• Catering to clients in APAC, NA and EMEA
• Pushing the scope of learning and expanding into learning on GDPR, HIPPA, SIngapore MAS TRM
• Meeting and exceeding weekly, monthly and yearly goals. Upselling and Cross-selling
• Tracking payments and enabling renewals in the stipulated time period
• Setting up the Customer Success Apparatus from scratch and ensuring customer delight and 100% retention

Jan 2023 – Aug 2023 · 7 mos · India

• End to end customer success management -
• Product adoption and client training
• Pre sales research
• Onboarding of clients
• Client catch up calls
• Account Management, relationship building, using CRM tools such as Hubspot
• Query Management
• Mentoring and managing a team 5 + 3 members
• Cross functional collaboration with the tech team, sales team, technical team
• Upselling and cross-selling
• Renewals and retentions
• Dealing with clients in the Americas, Europe, Asia, India and ROW
• Process Improvements and innovations

Jan 2022 – Mar 2025 · 3 yrs 2 mos · Bangalore Urban, Karnataka, India

• Vrikishit foundation is an NGO based in Delhi.
• I serve as the leader for Bangalore and conduct clean-up drives on a monthly basis, also in association with schools and businesses with CSR activities.
• Led the CSR activity HDFC Ergo distributing 50 solar lamps to the Association of People with Disability
• Led the CSR with Ernst & Young in November 2024 cleaning up a public park where I conducted the activity for 35 participants
• Led the CSR activity with The Math Company cleaning up Cubbon Park, Bangalore premises
• Led the CSR activity with DCB bank conducting 100+ sapling planting activity on government school premises

Oct 2021 – May 2022 · 7 mos

• Dealt with large amounts of data on a daily basis and conducted and reviewed accounts/entities on a real-time and periodic basis.
• Created and established professional relationships with onshore and offshore teams. Thereby segregating small and projects and reduced the response time for small
• projects to 1-2 days from 5-7 days
• Performed comprehensive due diligence checks using via multiple tabs analytical stats using the Sentinel tool
• Identified conflicts for our non-alliance partners and thoroughly noted them down and updated them on the Appian tool thereby eliminating excel sheets and bringing down project time for certain cases by close 60% to 80%
• Performed secondary research on associated persons and associated individuals using various tools such as Boardex and online searches.
• Constant team communication with multiple stakeholders: Onshore team, manager, team lead, analyst, senior analyst for seamless deliverables in project delivery
• Reduction of duplication and discarding redundancy by referring existing project files for new work on the same files thereby reducing specific time spent working the file by 75% to 90%.
• Owning process responsibilities by delivering error-free files and reducing error rate to under 1.5% to 0.5%

Aug 2020 – Sep 2021 · 1 yr 1 mo

• Managed risk-based monitoring for unusual activities such as: Detection, Investigation, Suspicious reporting, and Documented files. Discretion practiced regarding closure of the account or to continue monitoring.
• Analyzed client's business profile/personal profile to comprehend their source of earnings and investments.
• Analyzed through data sets on the client related to KYC, earnings, investigation transaction history, wire transaction, ATM transactions, email transfers, cash transfers and mobile transfers to gain overall data points on the client’s activities and then take a
• decision on the account.
• Coordination with multiple stakeholder - Onshore team, team mates team lead, manager ● Recording new data points fraudulent activity on a weekly basis and updating the team thereby reducing time spent on understanding new cases by 100%
• Mentored new joinees for smooth process upskilling there by cutting down team lead’s hours spent to almost negligible.
• Recommended clients for De-marketing in case of Human trafficking/illegal
• gambling activity.

Dec 2018 – Dec 2019 · 1 yr

• Identified buyer abuse through multiple tools - Nuatilus, credit card portal
• Performed background research on suspicious buyer activity
• Assessed magnitude of abuse by reviewing customer data (Abuse rate, abuse type, frequency, location, payment portal, quantum of payment) in rapid response manner and took action and no action according
• Categorized abuses according to set protocol and segregated abusers
• and taking action based on the category of abuse committed
• Took actions against historic violators based on past history and
• documented their modus operandi, talking to multiple stakeholders for the same: with team mates, team lead