Feb 2022 – Jan 2024 · 1 yr 11 mos · Bengaluru, Karnataka, India

• Lead Global Post-Sale P&L
• Building out Delivery and Implementation, Technical Advisory and Support and Customer Engagement charters
• Focussed on Inter-Team alignment and deliverables
• Hiring and Enablement at scale post raising capital - Series B
• Achieve referenceable status at each customer who can speak to a specific ROI that has been delivered
• Maintain an understanding of customers’ immediate, short and long term business needs in order to protect, retain and increase SoW and plan advocacy and retention strategies

Mar 2021 – Mar 2022 · 1 yr · Bengaluru, Karnataka, India

• Lead Customer Success, CX Roadmap, Implementation and Onboarding and Overall Strategy for MoEngage - SEA and ANZ
• BoB spread across 30M USD, 7 countries and 450+ Logos and 47 org members.
• Spear head Service Delivery and Customer Success with key focus on increasing the Share of Wallet(SOW), Engagement Metrics, Implementation and Technical Account Management leading to incremental growth, organic portfolio expansion and consultation as a key driver of growth and customer success.

Mar 2019 – Mar 2021 · 2 yrs · San Francisco Bay Area · On-site

• Lead Global Customer Success and Delivery P&L with teams at San Francisco, Dallas and Bengaluru from seed to Series A $26M and subsequently to Series B - $88M USD
• Communicate effectively with other internal team members to ensure resolution of problems - demand generation marketing, sales, solution engineering to name a few
• Invest, onboard and expand customer success and BI tools such as Gainsight, Asana, Confluence, JIRA etc.

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

• Success leader working closely to maintain and grow global SME P&L.
• BoB accountability of USD 30 Mil with focus on account growth, retention and churn mitigation, customer happiness index, contract utilization to name a few business critical markers being driven.
• Enterprise SaaS engagement for social media management and planning across Fortune 500 companies.
• Focussed on holistic success initiatives underlining consumption and ROI in a recurring manner.
• Team scale and management at 20+ ICs and 2 TL

Sep 2015 – Jan 2018 · 2 yrs 4 mos · Asia Pacific

• Account engagement and onboarding for Enterprise and SME clients while driving internal MBOs and KPIs across a 14 member team.
• Team management, process set-up and remap, resource allocation and scheduling.
• Manage and drive Search, Relevancy, Analytics and Navigation optimization for some of the key e-commerce players across Retail, Fashion, Pharma among others.
• Renewal and Churn mitigation management.
• CSAT/NPS Mapping and maximizing smooth turn-around across business/technical support touch points.

Mar 2012 – Aug 2015 · 3 yrs 5 mos · San Francisco Bay Area · On-site

• Revenue safeguarding and customer retention with holistic Customer Lifetime Management.
• Executive Sponsor- Customer for Life initiative
• Sales with key focus on YoY GMRR growth.
• Customer risk and renewal management leading to industry benchmarks in Customer Stickiness and Share of Wallet augmentation.
• Customer on-boarding and Go Live.
• Contract re-structure and product and service feature consumption.
• Customer portal training, QBR delivery and contract utilization trends.
• Strategic Client engagement and SLA management.
• Inside sales and engagement process audit.
• Projects spanning renewal handbook, customer risk report, value confirmation report under the aegis of Akamai's Customer for Life initiative(CFL).
• Consulting to safeguard customer satisfaction and yield.
• Maintain analytics on CSat/NPS Management and growth forecasting.

Apr 2007 – Jun 2010 · 3 yrs 2 mos · Bengaluru Area, India

• Tier 2 Tech Solutioning and service management