Anand Krishna Email and Phone Number

I lead the Customer Success & Technical Product Support teams for Worldline E payments India & WL India.Accountable for customer delight at all touch points of the digital payment journey of more than 6 Lakh SMB, Platform, Enterprise Merchants, and Banks.Carry an ARR of $57M+ business which includes several Enterprise, Platform, and SMB merchants Drive initiatives to increase customer retention and reduce churn.Managing customer life cycle, ongoing support around customer… Show more I lead the Customer Success & Technical Product Support teams for Worldline E payments India & WL India.Accountable for customer delight at all touch points of the digital payment journey of more than 6 Lakh SMB, Platform, Enterprise Merchants, and Banks.Carry an ARR of $57M+ business which includes several Enterprise, Platform, and SMB merchants Drive initiatives to increase customer retention and reduce churn.Managing customer life cycle, ongoing support around customer service levels with escalations, renewals, forecast, ARPU, CLTV, CSAT, NPS, FCR, MRR, MAU.Identifying Upsell and Cross-sell opportunities in existing accounts and ensuring they translate into business.Careful evaluation of Success Ratio across payment instruments to identify opportunities and prevent revenue leakages.Leveraging customer relationships for timely payment of invoices/ clearance of stuck invoicesDevelop and manage client portfolios.Periodically analyze customer data to improve customer experience.Work in tandem with the Account managers to ensure timely renewals.Work with Sales to understand customer issues, grievances around escalation processes, response times, problem resolution, SLAs, and Product Enhancements.Foster strong relationships with Merchants and maintain high & consistent quality of service and customer satisfaction.Vendor management from shortlisting to selection for contractual resource recruitment and onboardingImprove Merchant onboarding processes and experience. Show less

Led the Customer Success & Technical Product Support teams for Worldline E payments India.

Leading the highest revenue generating region “Asia Pacific and Middle East” of Customer Experience groupGenerated Value for my customers and had several customer success stories to my nameAccountable and Responsible for Customer Experience of multiple Airlines in APAC-ME regionManaged a team of Technical/Functional resources across productsOversaw monthly revenue accounting close processes, analyzed journal entries, reconciliations, payable, receivablesInterfaced with… Show more Leading the highest revenue generating region “Asia Pacific and Middle East” of Customer Experience groupGenerated Value for my customers and had several customer success stories to my nameAccountable and Responsible for Customer Experience of multiple Airlines in APAC-ME regionManaged a team of Technical/Functional resources across productsOversaw monthly revenue accounting close processes, analyzed journal entries, reconciliations, payable, receivablesInterfaced with cross-functional teams like engineering, sales, marketing, shared services, finance and legalCirculated revenue dashboard to top management. Looked into trends & analyzed impact on revenueStreamlined processes using automation to maximize efficiency and accuracy of revenue accounting systems & processesEnd to end responsible for Customer Engagement, Delight and ExperienceHandled customer escalations and mitigated internal/external project risksRepresented entire Customer Experience Group in ISO 9001, ISO 27001 External Audits for several years in rowResponsibilities:Customer Service Delivery and ManagementIncident Management, Problem Management, Change ControlSLA Monitoring and AdherenceRelease Management: Managed all Major and Minor Product releases for customersSuccessfully executed multiple small- and large-scale Projects within defined timelinesAccountable for Customer Delight and Experience translating into high CSAT and NPSPeople Management – Team’s Progression and AppraisalsResponsible for stake holder management – coordinated with Internal and external stake holdersManaged Project Kick-off meetingsTraveled at regular intervals to customer locations for Project Reviews, Steering Committee Meetings, Requirement gathering, Project status updates, corrective and preventive action plan.Senior Management ReportingPrepared/published Team Monthly RosterHandled Customer Commercials: Annual Maintenance Invoices (AMCs), Monthly billings Show less

Lead a Major Implementation project for one of the biggest airlines in the US as Techno Functional ManagerExtensive on-site requirement gathering workshops in Europe and USDocumented BRDs (Business Requirement Documents) covering customer’s new requirements in depthWorked on Production Incidents for customers in Australia, Canada, Europe, and USMentored team in debugging complex PLSQL/UNIX codes to identify root causeCausal Analysis of all Production incidents logged in a… Show more Lead a Major Implementation project for one of the biggest airlines in the US as Techno Functional ManagerExtensive on-site requirement gathering workshops in Europe and USDocumented BRDs (Business Requirement Documents) covering customer’s new requirements in depthWorked on Production Incidents for customers in Australia, Canada, Europe, and USMentored team in debugging complex PLSQL/UNIX codes to identify root causeCausal Analysis of all Production incidents logged in a month. Published it for Project ReviewsProblem Management and Error controlReduced monthly call logging by identifying Problems and ErrorsAttended customer conferences, Project review meetingsPublished delivery timeline of open IncidentsConducted Webinars to educate customers Followed Scrum methodology for Change ManagementReviewed production patch deployments Show less

Mentored a team of Two Technical resources.Worked on Production incidents, Problems, & Change Requests for customers in Canada, Europe, and VietnamDirect interaction with customers including on-site workshops in BerlinOn-site Major Product Release support in CanadaAnalyzed PLSQL/UNIX codes to identify the reason of occurrence of issuesAttended regular customer callsWorked on SAP BO reports/universes, assisted customers in creation of new BO reportsProduction patch… Show more Mentored a team of Two Technical resources.Worked on Production incidents, Problems, & Change Requests for customers in Canada, Europe, and VietnamDirect interaction with customers including on-site workshops in BerlinOn-site Major Product Release support in CanadaAnalyzed PLSQL/UNIX codes to identify the reason of occurrence of issuesAttended regular customer callsWorked on SAP BO reports/universes, assisted customers in creation of new BO reportsProduction patch deployments Show less

Handled Production support for customers in Canada, Vietnam and EuropeAnalyzed stored procedures and functions, triggers, and packages. Developed new PL/SQL blocks to incorporate new requirements Wrote procedures to make putty options, data migration and workaroundsAnalyzed shell scripts if they had any issues. Wrote and modified shell scripts for new requirementsWorked on SAP BO reports/universes, assisted customers in the creation of new BO reportsProduction patch… Show more Handled Production support for customers in Canada, Vietnam and EuropeAnalyzed stored procedures and functions, triggers, and packages. Developed new PL/SQL blocks to incorporate new requirements Wrote procedures to make putty options, data migration and workaroundsAnalyzed shell scripts if they had any issues. Wrote and modified shell scripts for new requirementsWorked on SAP BO reports/universes, assisted customers in the creation of new BO reportsProduction patch deployments Show less