Jun 2023 – Mar 2024 · 9 mos · Bengaluru, Karnataka, India · On-site

• Spearheaded the formation and development of an Implementation department, effectively managing a team of 6 individuals
• Established comprehensive implementation processes, resulting in a 80% increase in customer conversions and retention.
• Designed a state‑of‑the‑art spam and scam filtering algorithm, reducing fake sign‑ups on the TOFU, saving upto $1500 every month
• Conceptualized using iPaas to replace one‑off integrations, allocating 40% of the engineering bandwidth for other strategic initiatives

Jan 2022 – Jun 2023 · 1 yr 5 mos · Bengaluru, Karnataka, India · On-site

• Conceptualized Web Push notifications, thus completing the marketing automation suite, driving personalization at scale
• Implemented Whatsapp Cloud messaging for the marketing automation suite, driving 10% increase in signups and 30% increase in usage
• Implemented a minimum‑click Sign in with Shopify, which reduced the sign‑up completion to 2 clicks, reducing drop‑offs by 50%
• Piloted a highly configurable billing module attuned with mensual, annual & pay‑as‑you‑go payment options and discount codes
• Drove customer and stakeholder interviews to create product and feature roadmaps along with future vision and prioritization
• Oversaw the platform and architecture epics and defined user experience/journeys to identify improvements,enhancements and track NPS.
• Created BRDs, PRDs, detailed epics & stories capturing user experience and customer journeys, identifying improvements & tracking NPS
• Instituted the User Management module of the platform, and introduced three different roles, all with different access controls
• Increased activation and adoption by introducing smart onboarding nudges, personalized experiences and AI Spotlight search
• Built a minimum‑click product onboarding flow and enabled LS customers earn over $5000 revenue since closed‑beta launch (Nov’22)
• Conceptualized and shipped 50+ features over a span of 18 months, to enhance usage/adoption, expanding knowledge on RESTful APIs

May 2021 – Jan 2022 · 8 mos · Bengaluru, Karnataka, India · Remote

• Discovered requirements for Sprinklr customers and established success criteria for implementations
• Consulted with stakeholders; made recommendations for people, processes and technology changes
• Configured the Sprinklr software solution so that desired use cases and functionality are met
• Led end users and system administrator training workshops and produced supporting documentation
• Led Empowerment sessions for the customer to derive satisfaction and value with Sprinklr services
• Assisted the Services Pre-Sales team in scoping projects and crafting implementation proposals
• Expanded technical knowledge on Sprinklr, LucidChart, JIRA, SmartSheet, different Salesforce clouds
• Achieved a customer happiness index (CHI) of 80% on average, while managing multiple projects
• Garnered consistently high satisfaction reports on TATs and engagement from major FMCG brands

Oct 2020 – Dec 2020 · 2 mos · London, England, United Kingdom · Remote

• Strategized a digital marketing plan for branding H-ID in Italy, France, and Germany
• Published articles, planned the content strategy for cold leads via e-mail and e-periodicals

Sep 2020 – Nov 2020 · 2 mos · London, England, United Kingdom · Remote

• Performed data cleansing and sorting for warm & hot leads on Salesforce and Marketo
• Assisted in the preparation of consumer persona and appropriate website content & layout

Jul 2020 – Aug 2020 · 1 mo · Mumbai, Maharashtra, India · Remote

• Worked with the Corporate Strategy team to deliver the Command and Control Centre Project
• Formulated Go-To-Market Strategies for New-age proprietary products: BPMARRK, K-Model, EcoChem
• Formulated an overall strategic framework for commercialisation of Innovation: CRDC, Noida

May 2020 – Jun 2020 · 1 mo · Gurgaon, Haryana, India · Remote

• Strategized the product plan and roadmap for a B2B Influencer onboarding platform for marketing of the WinZO Application
• Created a database of direct contacts of more than 650 YouTube influencers via primary and secondary research methodologies
• Decreased the cost of collaboration by 25% for macro-influencers by organically generating contacts and removing intermediaries
• Utilised software packages such as SendGrid, Singular and Tableau for automation as well as standardisation of business activities

Aug 2017 – Jun 2019 · 1 yr 10 mos · Bengaluru Area, India · On-site

• Actively supporting 20 Customers (Out of total 44 customers) on AirVision Fares Manager, 4 Customers (Out of total 18 customers) on AirVision Revenue Manager, and 1 Customers (Out of total 2 customers) on AirVision Dynamic Availability as an Advanced Product Support Specialist, responsible for providing adequate support and ensuring customer engagement and retention, thus assisting the airlines to react appropriately to the dynamically changing pricing strategies and capture revenue opportunities
• Works collaboratively in a team environment with account managers, implementation and development resources to meet customer expectations regarding the resolution of maintenance issues / service requests, for products: Revenue Manager, Fares Manager, Dynamic Availability
• Proficiency in using AWS, MongoDB, Salesforce, Siebel CRM tool, Linux/Unix, SQL, Excel (Macros, Pivots)
• Assisted in the successful on-site cutover of the industry's first pricing technology to deliver on an end-to-end dynamic pricing strategy- Dynamic Availability, from a customer care perspective, for Etihad Airways, at Abu Dhabi in October 2018 and for Oman Air, at Muscat in June 2019
• Received multiple satisfaction feedbacks on issue resolution and MTTR by the end users, including Etihad Airways, Gulf Air, Air China, Air France and Ethiopian Airlines.

Feb 2017 – Jun 2017 · 4 mos · Mumbai Area, India · On-site

• Process Excellence in Cash Operation LoB (Line of Business):
• Coordinated between different sub-LoBs and drove the Robotics Process Automation initiative, and assisted in driving the Virtual Desktop Infrastructure initiative, which aimed at cost-cutting in the daily operations carried out at the Cash Operations department