I own and drive our Client Success (in partnership with CS/Account mgt), Strategy consulting and Pre-sales group between US and India. In line with the digital innovation DNA of Photon, the group is set up in unique and innovative ways.Client Success/Outcomes: Designed and established an outcome led Customer Value Scorecard that has enabled us to generate a $90M+ pull thru pipeline over next 2-3 years while establishing new ways to conduct CS QBRs. We work in an integrated and unified model with Customer Success/Account Management. Strategy consulting: Group is measured on true client outcomes and thought leadership. Billable utilization is NOT an individual KPI for this group. We pride on our principle of “Final report on Friday – start coding on Monday” – zero gap between our recommended roadmaps/transformation plans and implementation/development. Pre-Sales: Have grown the group by ~ 30% in last two years. They support innovation and executive Labs and collaboration with clients on key digital topics globally, managing over 300+ proposals, 100+ Workshops, several POVs et al every year. Created the Gen AI accelerator offering, Gen AI Academy and master class for the overall organization. The accelerator offering has an 85% success rate. Collaborating with the C-suite including engineering leader to roll out the master class. Partner with marketing to host the Digital Strategy Unlocked podcast for Photon – A show where we invite key clients, partners and C-suite thought leaders to demystify topics around Customer Success scorecards, Gen AI pragmatic strategies, Digital transformation and more.

Excited and honored to serve on the board of the Management Information Systems (MIS) program at RIT (my alma mater). The MIS program is in the top 10 programs in the country!

Advisor to CEO and C-suite.

Advisor to CEO & C-suite

Direct the performance and delivery of Deloitte’s Customer Success (CS) practice focused on driving customer and digital experience transformation efforts across a diverse portfolio of Fortune 500 clients. Assess client needs to build and present value-added services specializing in business transformation and customer success. Designed and rolled out CS models across 12+ clients in the XaaS and Hardware B2B solutions space. Build the practice from grounds up to over 350 certified and 50 core people in the practice serving over 50+ clients.Selected to serve as a key speaker and author as a Subject Matter Expert (SME) in XaaS and Customer Success Transformation across several keynotes, webinars, and roundtable eventsEntrusted to serve as the Leader of the Diversity, Equity, and Inclusiveness (DEI) initiatives for Deloitte Managers in TMT practice driving DEI from client’s lens and via courageous conversations with manager in the TMT practiceAuthored 25+ publications featured in WSJ, Deloitte Insights, Deloitte.com, and various others. Championed the execution of Customer Success, XaaS/Digital Transformation, and GTM transitions across 12+ clients.Spearheaded the development and implementation of CS and Partner Success (PS) organizations for a $4B+ client growing CSMs from 50 to 950 while doubling revenue and increasing NPS results by 12 pts. Migrated a major client to a IoT player gaining recognition in Gartner Magic Quadrant for two consecutive years while delivering 14 IoT offerings to the market and driving operations transformation stimulating a $200M cost savings. Successfully conceptualized and implemented the Cloud Migration journey for a $2B+ client supporting the transition from on-prem to cloud services.

Steered a diverse portfolio of business transformation projects for high-profile clients. Served as a contributing member of a dynamic team focused on building and delivering solutions to enhance performance across IBM’s B2B customer experience initiatives.

Managed product lines with revenue of $40M+/year and team size of 150+ responsible for product management, application, support and marketing for same.