- Launched the Customer Success Architecture team - Devised streamlined processes to expedite value delivery and generate significant business impact with confirmed churn risk mitigation across several accounts- Created targeted focus on activities that bolster customer retention and growth. Defined team objectives and implemented transparent systems to track ongoing progress - Pioneered initiatives such as Teleport's inaugural customer maturity model, customer-facing portal, and new bug report/feature request process launch - Adopted an MVP-based methodology for the efficient implementation, iteration, and enhancement of new ideas, yielding rapid results

- As the founding customer success leader – established the vision, built, scaled, and ran the customer success practice, including support and services. Delivered 100% gross retention for 1.5 years- Codified customer success activities such as sales hand-off, project kick-off, architecture review, onboarding, implementation, surveys, QBRs/EBRs, and other aspects of customer engagements. - Player-coach, hands-on approach to deliver key customer success outcomes such as product adoption, at-scale value delivery, and retention- Architected customer-centric organization design and agile processes geared to provide a delightful customer experience and accomplished 80 NPS- Closely worked with the sales teams. Helped increase deal velocity by assisting in the presales- Launched an effective hiring process for high-speed talent acquisition- Crafted employee onboarding process to enable new team members expeditiously

- Set up the customer success management function- Managed post-sale book of business ($35M+). Responsible and accountable for department outcomes (customer onboarding, training, product adoption, renewals, expansions, and CSAT).- Implemented customer success enabling toolsets to drive automation and efficiency by leveraging tools such as Gainsight and Salesforce. - Collaboratively worked with cross-functional teams on joint deliverables such as customer reference and advocacy programs. Gartner choice award, customer case studies, and videos.- Built CS collaterals such as kick-off/QBR decks, Smartsheet plans, NPS and CSAT survey design, usage data analysis playbook & more.- Personally managed strategic high-value accounts. Accomplished high gross renewal rates (91%+).

• Building the customer success function from the ground-up, including setting up customer health platform and improving the customer experience through customer journey. • Responsible for customer success outcomes (renewals and up-sells).• Engage strategic accounts and achieve 100% retention of strategic accounts. • Working to expand Total Contract Values (TCV) through services and product upsells.• Leading delivery of several new services and product offerings to our customers.• Launched product champion program to bring in the voice of the customer into the product roadmap and to create a community of advocates and super-users.

• Directed all aspects of after-sales customer success activities including onboarding, support services, adoption, advocacy, and client retention.• Streamlined customer success engagements while working cross-functionally to drive customer-focused activities.

• Managed a $28M book of business in sustaining revenue.• Managed and grew some of the largest and most strategic accounts. • Streamlined client service engagements to address key client pain-points along the customer journey roadmap. • Built client relationships, exceeding client Retention goals, increasing Total Contract Value (TCV), and upselling to large enterprise clients.• Worked with cross-functional and executive teams to achieve client goals, such as on-time and in-budget project deliveries and timely resolution of customer service needs. • Engaged regularly with C-level executives both within the company and on the client side. • Drove project and operational activities through global teams located in the United States, the United Kingdom, and India.About Autonomy (HPE-SaaS):Ability to understand data as human's would is what makes HP Autonomy special. Think of Autonomy's core product as a search engine that thinks like human and performs like a super-machine. Autonomy's software can read (emails, social media posts or web pages), listen (to conversations) and watch (videos). Yeah, all of it - structured and unstructured data. Now add to this mix powerful management and analytic tools that can help extract meaning of it all.

• Built a two-sided market place for technology trainings. • Handled all aspects of technology including development, implementation, marketing, vendor, and events management.• Accepted into Babson College's coveted Summer venture program and Mass-challenge.

• Worked hand-in-hand with the Sales team in the presales phase of professional services engagements.• Directed deliveries of several multi-million-dollar products through a large and internationally dispersed team.• Managed a team of 30. The team was a mix of engineers, team leaders, and technology managers.• Created Statement of Work (SOW), effort estimates & helped in pricing PS engagements. • Created effort estimates, scope definitions, project plans, and implementation plans for customized and standard solutions, such as SMS center, MMS center, Voicemail, Presence Service, and Mobile Data Gateway implementations.• Administered pre-launch, rollout, and post-launch activities for new and existing initiatives. • Led best practices task force to enhance delivery quality while reducing Time to Market. Product domain included -Value Added Services, MMSC, SMSC, Voice Mail and several other platforms, Telecom , SS7 based systems.

• Managed client relationships for North American base, directly and through a team of 10 engagement managers. • Ensured Service Level Agreements (SLA) and agreed Key Performance Indicators (KPIs) were met or exceeded. • Acted as the contact point in times of escalation, often taking the leadership role during the times of crisis, including making decisions regarding strategic actions, task coordination, and communication.• Promoted to Manager of Field Operations and Deliveries at the time of introduction of several new products.

• Oversaw operational account management of largest and most valued European accounts, Vodafone Germany.• Managed multi-million European support and implementation projects. • Supervised a team of 10 Field/TAC Engineers and team leads.• Created additional revenue opportunities through relationships with customer teams.• Re-architected upgrades and installations and cut deployment duration in half, saving hundreds of thousands of Euros in implementation costs and reduced Time to Market by more than half.• Promoted to Manager of Engagement Managers.

I was responsible for Comverse's deployed base for a very large German account. This position required me to - i) Ensure SLA compliance and meeting KPI for production support issues (24x7 environment).ii) Ensure project deliveries and implementations were done on-time (On-time deliveries).iii) Manage a small but highly technical team of Engineers (Team of 9 Engineers).

During my tenure at ITI, I worked for the leading new-technology groups in ITI. Our team was responsible for selling TDM/TDMA VSAT services. I had the opportunity to work in Sales and Presales areas of the organization. During this time I closed deals for Bajaj Tempo and Eurolink. Led PGCIL bid, worked on RFI / RFP and won that deal. Worked on several other opportunities. In this position, my role as lead technical sales specialist required me to: 1) position our product versus competition. 2) undertake the effort to understand customer network and their requirements from our solution. 3) Customize our solution offerings to meet customer needs.4) Work with clients both in pre-tender and post-tender stages.