• Responsible for customer onboarding, professional services, data science consulting and customer support. • Built and scaled the onboarding machine from ground up and accelerated Time to Value by 50%. • Built Voice of Customer program and consistently achieves 65+ NPS and 90%+ CSAT.• Created value added Implementation, Consulting and Support packages to enable additional revenue stream. • Implemented an incident & response and escalation management framework to proactively mitigate critical account risks.• Streamlined the roadmap prioritization process and drove alignment among Success, Sales and Product.

• Responsible for global customer support, security engineering & ops. • Built a Security Operations Center (SOC) and alerting/monitoring infrastructure that manage customers’ security incident & response real-time 24x7. • Implemented a revolutionary always-on customer engagement model via Slack.• Built customer-first culture with consistent world class CSAT score (94%).• Implemented Voice of Customer program to drive close-the-loop process. • Lead automation initiatives to optimize operational efficiency.

• Responsible for global technical services & support. • Implemented a segmentation-based account coverage and support model, and consistently exceeded retention & customer sat targets. • Transformed account engagement model from reactive to a data driven proactive model to monitor, identify and mitigate technical risks. • Doubled the attach rate for onboarding, implementation & technical account management• Scoped and negotiated services and support contracts.• Grew Services revenue 75% YoY.

• Built a global team of consultants and solutions engineers focusing on onboarding, implementation and technical account management for strategic accounts. • Created Advanced Services offering and go-to-market strategy for BlueJeans’ Premium Accounts. • Drive key customer escalations towards resolution and influence critical product roadmap.• Developed a partner support program.

• Technical leader role supporting a startup business unit that grew into $1B+ revenue run rate within 3 years.• Technical focal point to mitigate complex escalations and provide technical consultation for large enterprise accounts.

Perform system research and implementation in 3G wireless systems, algorithm optimization in WCDMA.