Feb 2023 – Present · 3 yrs 4 mos · Bengaluru, Karnataka, India · Remote

• Helping companies develop customer-centric policies and strategies with a focus on customer care, product development, GTM, Sales Strategy, Product -Market Fit, Marketing Strategy and Sales to ensure a positive customer experience.
• Client Portfolio - EV, Deep-Tech, Logistics (Last Mile and Fleets)
• 🌟 Building Customer Journey and Customer Success team in the organisation; making it easier to solve customer concerns.
• 🌟 For Startups, strategizing - onboarding, customer profile, customer journey, and satisfaction.
• 🌟 Supporting in achieving Strategic Partnering and Business Alliances.
• 🌟 Leveraging technology and Integrating better data gathering and analysis methods to build a scalable business plan.
• 🌟 Advocating for the company: Getting customers excited about product launches and updates.
• 🌟 Personalizing the customer experience: focus on personalization and see a 40% boost in revenue via Up-selling and cross-selling strategies.

Feb 2023 – Sep 2023 · 7 mos · Greater Bengaluru Area

• Fronted the overall customer success while partnering with the founder on critical projects and go-to-market strategies.
• 🌟 Transformed the client onboarding process, reducing onboarding time from 7 to 3 days with a comprehensive framework and checklist within a 2-month engagement.
• 🌟 Collaborated with the product team to develop new features and enhancements based on customer feedback, contributing to increased customer satisfaction and company success.
• 🌟 Provided expert guidance, mentored the Customer Success team, and developed a Customer Success Framework.
• 🌟 Devised a seamless ticketing system flow that improved response time and adherence to TATs and SLA matrix, enhancing overall customer experience.
• 🌟 Conduct Product-Market Fit in the Indonesia, Malaysia, Singapore and Australia Markets - while utilizing the global network.

Jan 2022 – Feb 2023 · 1 yr 1 mo

• I established the entire customer success division of 35 members and defined the customer journey, fostering a culture of customer-first, collaboration and continuous improvement.
• 🌟 Worked with Chief Strategy Officer; revamped the worldwide pilot program, and increased the conversion of pilots from 15% to 60%, adding USD 250K in ACV within 8 months.
• 🌟 Achieved a 90%+ renewal rate in the SaaS vertical and reduced churn rate from 30% to 10%, demonstrating strong customer satisfaction and loyalty.
• 🌟 Generated 60,000 USD in revenue through up-sell and cross-sell initiatives.
• 🌟 Set up a 2-seat call centre in Africa using fully remote processes, expanding the company's global reach and support capabilities.
• 🌟 Increased CSAT from 25% to 75% and NPS from 28% to 50% between March and December 2022.
• 🌟 Standardized the sales process from lead to pilot to conversion, reducing order processing time from 3 days to less than 1 hour while scaling the business 10x.
• 🌟 Contributed to International New Business Development - bagged 5 deals (100,000-150,000 USD)- Nepal, Indonesia and Singapore.

Aug 2021 – Jan 2022 · 5 mos

• Led the Partner Excellence division and drove a remarkable 50x revenue growth in APAC and EMEA markets within 6 months. I worked with top management and clients with a focus on regional customer need identification and product improvisation to meet their needs.
• 🌟 Driven New Market Penetration in APAC - Closed major deals and expanded the company's presence in new Australia (Mining Giant), New Zealand, and Fiji.
• 🌟 Onboarded customers across the Philippines, Australia, Nepal, Malaysia, Fiji Islands, Singapore, Vietnam, Thailand, New Zealand, and Dubai using completely remote processes, showcasing adaptability and efficiency.
• 🌟 Accomplished remarkable 50x revenue growth (ACV increased from USD 5K to USD 250K) within 6 months.
• 🌟 Won a significant USD 100K deal with one of the largest resellers of TATA commercial vehicles in Nepal.
• 🌟 Successfully secured USD 150K worth of contracts across multiple clients in Malaysia.
• 🌟 Developed and implemented partner training programs, ensuring that resellers were well-equipped with the necessary knowledge and skills to represent and sell Loconav's products effectively.

Jul 2020 – Jul 2021 · 1 yr · Greater Bengaluru Area

• Was handpicked to lead the Customer Success Setups for all startups onboard with the organization.
• 🌟 Partnered with Founders to set the overall vision and strategic plan for the Customer Success Department, focusing on driving product adoption, customer satisfaction, and revenue growth through gross renewals and net retention improvements
• 🌟 For startups, defined Ideal Customer Profile (ICP) and implemented digital-only onboarding solution for the startups, resulting in a 7x increase in active POCs.
• 🌟Developed and owned customer success plans, ensuring high CSAT, ongoing success, and the achievement of business value through goal attainment, KPIs, OKRs, and ROI.
• 🌟 Enhanced customer communication by implementing a proactive outreach strategy, resulting in improved customer relationships and increased upsell opportunities.

Apr 2016 – Jun 2020 · 4 yrs 2 mos · Mumbai Area, India

• I accomplished Customer Success and Project Management for a large portfolio of customers with a Total Contract Value (TCV) of 7.5M USD. Led multiple teams of Integration, Implementation and India Customer Success.
• 🌟 Revamped customer support processes and reduced client response Time to Resolution (TAT) by 50% and saved USD 50k by implementing end-to-end client ticketing services using Salesforce and Jira.
• 🌟 Retained 20+ high-value customers with an Annual Contract Value (ACV) greater than 2 million, demonstrating effective customer relationship management and client satisfaction.
• 🌟 Boosted product adoption and identified growth opportunities, resulting in a ~130% revenue growth via upsells and cross-sells, driving customer value and company success.
• 🌟 Recognized as a top performer by the executive team in the Sales & Customer Success department.

Jan 2014 – Apr 2016 · 2 yrs 3 mos · Mumbai Area, India

• Led the Project Success; while ensuring profitability, before time completion and cost optimization.
• 🌟 Delivered 13 successful projects, showcasing effective project management skills.
• 🌟 Implemented innovative solutions in 5G, AI, and cloud technologies, driving project success and customer satisfaction.
• 🌟 Negotiated 500K USD savings during vendor onboarding, ensuring projects were delivered within the agreed budget.
• 🌟 Commissioned, decommissioned, and re-farmed seats across Mumbai & Pune, achieving a project budget of USD 500K and saving USD 200K through centre decommissioning.
• 🌟 Recognized as the top performer for Quarter 2 (April – June 2014) and Superstar for November 2014.

Jul 2004 – Dec 2013 · 9 yrs 5 mos · Bangalore

• 🌟 Successfully delivered 30 projects for telecom and financial service providers across Asian and European markets.
• 🌟 Set up operations for the top 3 Indian telecom providers.