Led a 30-member team driving customer growth and retention. Delivered $15M in revenue through upselling, cross-selling and subscriptions, contributing almost 40% of the company’s total revenue.Conducted market research, customer segmentation and A/B testing to develop a go-to-market strategy for initial launch in the US. Successfully executed the US pilot, acquiring 600 new customers and $2M in revenue.Conducted churn analysis and user feedback analysis to identify customer pain points. Led the org restructuring to improve focus on customer experience, launched new product features and redesigned sales and customer service processes. Improved customer retention from 60% to 82% within a year, generating an additional $8M in revenue.Led the initiatives to obtain STEM.org accreditation and partner with Google for Education to provide Google’s certification to 100+ teachers and 5000+ students, becoming the first company in India and one of only 30 companies in the world with such a strategic partnership, creating a strong value proposition and brand differentiation.

Led user interviews and focus groups to identify new product features to be developed and their use cases. Created a product roadmap by prioritizing features based on customer needs, business impact and feasibility.Implemented Salesforce CRM to manage customer lifecycle. Designed process flows, led training workshops and incorporated user feedback, improving lead conversion time by 30% and sales productivity by 40%.Devised value-based pricing based on market research, competitor analysis and customer segmentation. Worked with cross-functional teams to implement the new pricing, achieving a 42% increase in ARPU.

Redesigned customer service processes after an in-depth analysis of 15K+ customer queries. Implemented new processes to reduce resolution time for critical issues by 50%, improving NPS by 20%.Designed a loyalty program to boost demand generation. Developed a lead nurturing and lead scoring process that increased the conversion rate by 18%, reducing customer acquisition costs by 40%.Designed a sales incentives program that aligned the product strategy with business goals. Led product training for sales teams that reduced wrong sales to less than 3% of total sales, achieving a 30% reduction in refunds during the trial phase.

Collaborated with on-site development teams in Egypt and Lebanon to analyze the root cause of software deployment issues. Engaged with the development team for prompt resolution of the issues.Reduced stale application queries/redundant processes by 30%, leading to a 20% reduction in software deployment time at the client site.Routinely met with clients to understand their needs. Conducted in-depth one-on-one discussions to unearth insights. Identified opportunities to develop or revise multiple technology tools.