Provide recommendations to startup on product fit, go to market, competitors etc

Provide advice to this SAAS startup in the area of AI infused Custom Data Analytics on topics like product fit, customer acquisition and retention etc

Provide advise to the Board on this SaaS AI digital marketing product on topics like product fit, AI onboarding, customer retention etc

In this role, I drive transformation of the business to ARR and consumption-obsessed by implementing strategic initiatives. I lead process design and execution for the paid customer success option to enhance revenue streams. I execute operational processes for CSM Assigned and Long Tail(Digital) segments. I build reporting and risk management dashboards, enabling VMware to understand customer risk and implement targeted mitigation strategies. I designed and deployed Success Planning in Gainsight and Customer Portal, driving bi-directional customer outcomes management. I determine and prioritize order of work for transformation projects, ensuring strategic alignment. I owned and Managed vendor relations, contracting, product management, design, and build of the Gainsight platform, enhancing its effectiveness. I present transformation roadmap to Customer Success leadership at monthly Steering Committee meetings.Accomplishments include:- Designed and deployed health scores in Gainsight for VMware's top 20K accounts for enabling customer management.- Build reporting and risk management dashboards, enabling VMware to understand customer risk and implement targeted mitigation strategies.- Boosted renewal ARR by 15% by implementing active Success Plans for customers and ensuring compliance.- Transitioned VMware into a SAAS business model, ensuring annual re-sales for ARR growth.- Safeguarded over 10% of ARR at risk by implementing a Customer Success Manager risk score and review process.- Deployed Gainsight to approx. 2K Customer Success professionals globally, standardizing customer success operations.- Organized success planning in Gainsight and Customer Portal to drive bi-directional customer outcomes management.

During this tenure, I delivered a comprehensive Customer Success transformation program across IBM's XaaS businesses to enhance customer satisfaction and retention. I have deployed the Gainsight Customer Success Platform across all IBM's XaaS Business Units globally, standardizing customer success operations. I have defined the Customer Success Manager role to drive adoption, engagement, retention, and improve expansion, optimizing customer interactions. Defined the go-to-market organization, customer segmentation, and incentive plan. I have directed the transformation of IBM's XaaS businesses to a Customer Success-led growth strategy by fostering long-term customer relationships. I have deliverededucation and templates for SaaS Business Units to build a go-to-market organization based on a standardized segmentation and coverage model, ensuring consistency. Constructed and implemented standard SaaS metrics scorecard across all Business Units, facilitating performance tracking andimprovement. I have led monthly Customer Success Leader reviews with Customer Success VPs for each Business Unit using the XaaS Transformation Scorecard to drive accountability and progress. I have deployed and managed Gainsight Customer Success platform, including contracting, deploymentstrategy, and vendor relations. Some key accomplishments associated with this job role include:- Drove a unified Customer Success approach across IBM's 15 business units and approximately 350 product lines.- Defined and automated processes across 15 business units and 350 products, successfully onboarding 2000 Customer Success managers.- Automated long-tail communication process that led to 15% improvement in renewal ARR for Security division, lead strategy conversation for IBM Healthcare to improve long-tail expansion and retention.- Achieved 40-point increase in NPS for the internal Gainsight deployment 18+ months by prioritizing data quality and standardizing processes.

Here, I enabled Kenexa sellers to complete deals more consistently and timely by building a Worldwide Deal Maker function. I have engaged directly with global sales leaders to finalize large, intricate deals. Designed and delivered a new Security Framework by overseeing all security controls across Kenexa products. I have established initiative to present "Security as a Strength", enabling the team to showcase security controls as a valuable asset.Some key accomplishments associated with this job role include:- Led the Deal Maker team in engaging with 60+ deals per quarter globally to achieve $30M ACV- Established initiative to present “Security as a Strength,” enabling team to showcase security controls as a valuable asset

Here, I oversaw P&L for the global consulting and professional services organization. Served as the executive sponsor on critical accounts, including GE, Lockheed Martin, Boeing, and Walmart. Participated in the Decision Executive Team (DET), driving offering strategy decisions, including sunsetting and migrating end-of-life offerings. I have handled Kenexa's relationships with delivery partners in North America and EMEA. I have led the global consulting and professional services organization, including consulting sales, project managers, process and product consultants, operations, innovation, trainers, branding, and professional services engineers across the US, EMEA, and APAC.Some key accomplishments associated with this job role include:- Drove consulting and professional services revenue of $30M+.- Delivered consulting and implementation services for approx. 220 concurrent client projects globally, around $100M annually.- Improved customer satisfaction by 33% year-over-year increasing client retention and reference-ability.- Decreased average implementation time by 50-70%, enhancing revenue recognition.- Reduced implementation costs by 35-70% annually, depending on the product.

Various Roles including:CEO (US)International Development Director (UK)Operations Director (UK)Customer Success Manager (UK)