Feb 2023 – Apr 2025 · 2 yrs 2 mos · Mumbai, Maharashtra, India · Remote

• Got an interesting opportunity to work with the transformation office after CSM stint:
• Developed compelling value propositions and transformation roadmaps that empowered customer experience, procurement and finance leaders.
• Design and present end-to-end digital transformation solutions, incorporating RPA, AI, and Low-Code/No-Code BPM platforms to streamline and optimise business processes to accelerate savings, boost performance, and mitigate risk.
• Drove Digital Transformation programs for enterprise clients, partnering with CXOs to identify significant cost-saving opportunities.
• Worked on transformation RFPs (1-50 million USD) to transform CX, S2P, O2C, and MDG by bringing the best of the technology to improve productivity, efficiency and helped enterprises (Fortune 500) achieve 85%+ automation across core business processes.

Feb 2020 – Feb 2023 · 3 yrs · Bengaluru, Karnataka, India

• I’d like to share a few points to help clarify my work and contributions:
• Served as a strategic customer success manager for enterprise and mid-market clients using Salesforce Marketing Cloud, Adobe Experience Cloud, and HubSpot Service Hub.
• Owned the post-sales customer lifecycle, including onboarding, adoption planning, QBRs, usage optimisation, and renewals, supporting 90–95% retention across managed accounts.
• Partnered with sales, product, delivery, and support teams to manage escalations, resolve complex platform issues, and ensure adherence to SLAs, contributing to 20–30% faster issue resolution.
• Conducted regular executive reviews to track engagement metrics, campaign performance, platform usage, and business outcomes.
• Captured customer feedback and insights to inform product enhancements, roadmap priorities, and service improvements.
• Acted as internal customer advocate to improve delivery quality, support processes, and overall customer experience within Accenture programs.

Aug 2017 – Jan 2020 · 2 yrs 5 mos · On-site

• Managed customer success for a portfolio of enterprise clients (($5M–$50M ARR) using Salesforce Service Cloud and ServiceNow Customer Service Management.
• Supported post-go-live adoption through onboarding, usage reviews, and stakeholder coordination across business and IT teams.
• Tracked customer health, platform usage, and SLA performance; flagged risks and supported renewals and retention efforts.
• Contributed to QBR preparation, success reporting, and standard engagement playbooks.

Jul 2016 – Jul 2017 · 1 yr · On-site

• Supported 6 enterprise customers through onboarding and adoption for SAP Customer Experience solutions and NetSuite, achieving 90%+ on-time onboarding.
• Acted as the primary customer contact, managing 30–40 requests monthly while maintaining 95%+ SLA compliance.
• Supported senior CSMs by tracking customer health, usage metrics, and success milestones, helping reduce escalations by 15%.
• Partnered with implementation teams to ensure smooth go-live to BAU transitions, reducing early post-go-live issues by 20%.

Jan 2016 – Jun 2016 · 5 mos · Chandigarh, India · On-site

• My first dive into full-stack development during college was an eye-opening journey behind the scenes of phone call technology
• Had a blast working on the product's core tech stack, helping scale its user base from 100 to an incredible 50K in just six months!