Jul 2023 – Aug 2024 · 1 yr 1 mo · New Delhi, Delhi, India · On-site

• Owned end-to-end Customer Success for large enterprise and government accounts, serving as the primary relationship and success owner
• Drove customer retention and renewals through proactive engagement, structured success plans, and outcome tracking
• Conducted regular QBRs, success reviews, and stakeholder check-ins to ensure alignment with customer business objectives
• Identified churn risks early and partnered with internal teams to implement mitigation strategies
• Uncovered upsell and cross-sell opportunities by aligning solutions to evolving customer needs
• Acted as the Voice of the Customer, sharing feedback with sales, delivery, and leadership teams to improve experience and outcomes
• Managed escalations and ensured timely resolution while preserving long-term customer trust

Jan 2021 – Present · 5 yrs 4 mos · New Delhi · On-site

• UTF is a Sec. 8 Charitable Organization.
• Owned end-to-end stakeholder success for donors, partners, volunteers, and institutional collaborators, ensuring long-term engagement and trust
• Designed and executed structured programs aligned to stakeholder objectives, driving sustained participation and repeat contributions
• Acted as the primary relationship owner and escalation point, ensuring timely issue resolution and satisfaction
• Led crisis response initiatives by coordinating resources and stakeholders to deliver outcomes under high-pressure conditions
• Built and nurtured long-term partnerships with external organizations and government bodies, ensuring retention and continuity of engagement
• Collected stakeholder feedback and translated insights into program and process improvements, increasing effectiveness and engagement

Jul 2012 – Apr 2013 · 9 mos · New Delhi, Delhi, India · On-site

• Owned customer success, service delivery, and operational governance, ensuring consistent customer outcomes across engagements
• Improved customer satisfaction and retention by standardizing service delivery processes and aligning operations with customer expectations
• Acted as an escalation owner for key customers, ensuring timely issue resolution and relationship continuity
• Partnered with leadership and delivery teams to translate customer feedback into process improvements and service enhancements
• Established KPIs focused on service quality, turnaround time, and customer experience to drive accountability
• Led and coached teams to deliver high-quality customer interactions and maintain strong client relationships

Oct 2008 – Jun 2012 · 3 yrs 8 mos · New Delhi Area, India · Hybrid

• Leadership and Business Development: Led the Oracle Life Sciences Practice in India, spearheading large-scale projects and cultivating business relationships with leading pharmaceutical companies and clinical/contract research organizations.
• Strategic Go-To-Market Planning: Developed and executed comprehensive Go-To-Market strategies in collaboration with Oracle, effectively positioning the organization at key industry conferences and seminars across the nation to expand visibility and drive business growth.
• Project Execution: Managed and delivered large-scale, high-impact projects within the pharmaceutical and clinical research sectors, ensuring alignment with client objectives and industry standards, while fostering long-term partnerships and operational excellence.

Feb 2007 – Oct 2008 · 1 yr 8 mos · Greater Delhi Area · On-site

• Owned customer relationships for mission-critical enterprise programs while working with Ranbaxy, Fortis Hospitals, Care Health Insurance.
• Ensured delivery excellence, stakeholder alignment, and long-term engagement continuity

Jan 2006 – Mar 2007 · 1 yr 2 mos · New Delhi Area, India · On-site

• Led enterprise-scale implementations with strong ownership of customer success and satisfaction
• Managed multiple stakeholders, vendors, and delivery teams across large accounts

Nov 2004 – Jan 2006 · 1 yr 2 mos · New Delhi Area, India · On-site

• Directed customer support operations in a hybrid model for corporate clients, effectively implementing ITSM/ITIL processes to streamline service delivery and enhance efficiency.
• Delivered comprehensive training programs focusing on professional courtesies, customer handling techniques, and process adherence to improve overall client interactions.
• Successfully managed on-site client escalations, ensuring swift resolution of issues while fostering strong relationships and driving customer success and satisfaction.

Apr 2002 – Oct 2004 · 2 yrs 6 mos · Gurgaon · On-site

• Delivered high-quality customer experience for US-based card members
• Led initiatives to improve service quality, customer satisfaction, and process adoption