Director
CurrentResponsible for overseeing global product, go-to-market, and advocacy efforts for Oracle’s identity and access management, Access Governance portfolio. Orchestrated strategies to safeguard and expand the install base, comprising over 3000 customers generating $350+ million in revenues, leveraging a worldwide team of 800+ professionals across product management, engineering, support, sales, consulting, and partnerships. Spearheaded solution and production engineering support for 60+ cloud services spanning IaaS, PaaS, and SaaS, collaborating with a global team of 1000+ encompassing customer success managers, software and operations engineers, architects, product managers, partners, sales, and finance.Drove initiatives to boost net revenue retention, C-Sat scores, and reference metrics consistently above 90%, while establishing awareness and teams to enhance ordering, service activation, usage, and billing experiences. Achieved a 10X reduction in frictions within less than a year amidst rapid transaction growth. Collaborated with cross-functional teams to implement a 24x7 tiered support model for customer care, leading efforts with engineering and operations to enhance service monitoring and diagnostics.Championed continuous improvement endeavors to enhance product quality and customer success, resulting in over a 50% reduction in escalations over two years amid a rapidly expanding customer base. Collaborated with business and engineering counterparts to develop applications for customer success, serving a user base of 1000+ and growing.
