Senior leader with 25+ years of technology, program management, scaled customer success and customer experience leadership experience with strong focus on customer satisfaction, operational efficiency and process improvements. Owned and delivered on strategic planning, product development, post-sales support, escalation management and customer success leadership roles to deliver service excellence while maintaining client relationships at the highest levels. Demonstrated results with focus on scaled customer success and positive business outcomes through leadership of global teams, working in a fast-paced environment. People oriented, proactive and passionate about doing it right by the customer, engaging executive leadership as required.Strengths and Areas of expertise• Focus on metrics-based customer success and CX management, relaying actionable data into product lifecycle using Voice of the Customer and Customer Journey Mapping methodology • Operational focus, analytics, driving creation of playbooks to enable customer success initiatives focusing on seamless customer onboarding, customer adoption and retention • Manage multiple projects across locations, scoping, budgeting, project phase design, resource planning, scheduling, risk management and mitigation plans • Develop and execute strategic plan for the team aligning with organization’s vision and strategy with regular QBR and Leadership readouts • Proven record of hiring, leading, coaching and motivating teams across geographical locations, goal-setting, talent management and team growth, succession planning• Relationship and contract management with sales channel partners, vendors and customers• Drive cross-functional leadership team collaboration through effective and clear communication• Escalation management across multiple product lines, SLA, KPI, Incident analytics• Technical and Engineering background allowing to be a thought partner and customer advocate• Experience in Agile methodologies, NPS/CSAT/CES, Budgeting, Capex and Opex management, Warranty management, Jira, Salesforce, Portfolio and Project management