I am an experienced Account Director | Customer Success | Project Manager, with a proven track record of leading customer success teams and growing Banking, Financial and Telecom sector accounts by understanding business needs and helping customers deliver faster customer journeys and improved customer satisfaction.I confidently engage with client operations / technology management teams to gather / understand expectations. I am highly experienced with scoping requirements and understanding existing IT infrastructure and as-is business processes to develop roadmaps. Furthermore, I am experienced in planning and implementing project management frameworks to identify and schedule work streams, milestones and programme activities. I also understand interdependencies between technology, operations and business needs, and execute project plans whilst managing schedule, budget, governance and risk management.During my career, I have worked for / with many top-tier IT, Technology & Consulting Organisations, including Hexaware, Wipro, Integreon, Microsoft, Credit Suisse, Barclays Bank and Nomura Bank. My achievements include:✅ An American multi-national technology corp. needed to improve satisfaction (C-Sat) scores. As Senior Customer Success Manager, analysed key factors during patent application filing process, implemented focused training intervention and process reengineering initiatives and applied design thinking principles to understand customer journey and successfully improved first time right to 89% from 65% and client won 2 $multi-million projects.✅ India’s largest Visa & Immigration service provider required a site in Russia. As General Manager – Transitions, managed end-to-end initiation to go-live activities, taking over a small service provider, setting up and training all support teams (HR, Finance & Admin) and implementing telephony systems, & successfully commissioned new site in Tver, Russia as per plan within 8 months, generating $multi-million revenue with over 200+ staff.𝗠𝘆 𝗦𝗽𝗲𝗰𝗶𝗮𝗹𝗶𝘁𝗶𝗲𝘀:Client Relationship Management | Customer Experience | Programme Management (PMO) | Project Management | Service Delivery Management | Business Strategy | Design Thinking | Performance Management | Operations Management | Business Transformation | Change Management | Business Process Improvement | Design & Planning | Customer Satisfaction | Vendor Management | Tendering & Negotiation | P&L | Management Consulting | New Business Development | Leadership | Stakeholder Management | Business Intelligence (BI) | Retention Optimisation