Lini Sarma Email & Phone Number

Montreal, Qc, Ca

Establish and scale Customer operations team- Created and managed a Customer Success team aligned with company objectives and vision, fostering a customer-centric mindset throughout the organization.- Advocated for customers within the organization, using data-driven insights and customer feedback to influence GTM, product strategy, and roadmap.- Achieved customer business objectives by prioritizing customer experience and value generation.- Managed customer operations according… Show more Establish and scale Customer operations team- Created and managed a Customer Success team aligned with company objectives and vision, fostering a customer-centric mindset throughout the organization.- Advocated for customers within the organization, using data-driven insights and customer feedback to influence GTM, product strategy, and roadmap.- Achieved customer business objectives by prioritizing customer experience and value generation.- Managed customer operations according to "The Law of the Customer" and reduced the time to deliver customer value.- Created and led an efficient customer support function with fast response and resolution times for user requests (less than 10 minutes for initial response and less than 24 hours to resolution).- Improved product adoption by 45% by using data to identify user issues and improve user experience.- Developed customer success strategies and playbook for personalized yet standardized customer experience.- Created KPIs and customer health scores to track customer onboarding and product adoption.- Created a customer success team to continuously enable customers, optimize product usage and maximize value generation.- Led the voice of the customer and collaborated with cross-functional teams to ensure the product delivers expected value to customers.Revenue Management through customer success- Established a professional services arm within the customer operations team to generate an additional source of revenue and enhance product engagement with customers.- Increased existing enterprise customer spend and ACV by 3X.- Design and execute proof of concepts and pilot plans to effectively engage with customers and prove product value.- Successfully led the conversion of pilots to full production customers.- Convert POCs to full production customers with recurring annual contracts.- Partner with Sales to manage renewals and implement land and expand strategies. Show less

Edmonton, Alberta, Canada

Day to Day Operations● Liaise with CEO to make decisions for operational activities and set strategic goals ● Manage procurement processes and coordinate material and resources allocation● Revise and/or formulate operational & HR policies and promote their implementation● Manage relationships/agreements with external partners/vendors● Evaluate overall company & product performance by gathering, analyzing and interpreting data and metricsCustomer Success ● Set… Show more Day to Day Operations● Liaise with CEO to make decisions for operational activities and set strategic goals ● Manage procurement processes and coordinate material and resources allocation● Revise and/or formulate operational & HR policies and promote their implementation● Manage relationships/agreements with external partners/vendors● Evaluate overall company & product performance by gathering, analyzing and interpreting data and metricsCustomer Success ● Set the overall vision and strategic plan for the Account Management organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.● Drive customer outcomes, product adoption and customer experience● Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores● Reduce churn and drive new business growth through greater advocacy and reference ability● Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement Show less

Montreal, Canada Area

RESPONSIBILITIES:• Delivering cost savings to the business by implementing sourcing strategies via strong project management skills, coordination and alignment with various business partners.• Lead negotiations, contract development, terms and condition, SLA, warranty and other deal elements to ensure products are sourced to achieve quality, total cost of ownership and other procurement objectives.services.

Montreal, Canada Area

Responsible for the development of strategic relationships with key suppliers and the negotiation, procurement and administration of contracts for goods and services with an emphasis on IT procurement. - Set up centralized procurement processes and policies and took ownership of procurement to better align with strategic company goals.- Took over responsibility for relationship management and communication between suppliers and internal stakeholders to achieve more accurate… Show more Responsible for the development of strategic relationships with key suppliers and the negotiation, procurement and administration of contracts for goods and services with an emphasis on IT procurement. - Set up centralized procurement processes and policies and took ownership of procurement to better align with strategic company goals.- Took over responsibility for relationship management and communication between suppliers and internal stakeholders to achieve more accurate information and faster turnaround of approvals.- Established KPI’s to quantify value added through procurement process and support strategic sourcing company-wide.- Achieved 15% cost savings on a base of over $700K within 3 months of starting by leading negotiations.- Achieved over 10% savings through re-evaluation and renegotiation of previously executed contracts.- 100% success rate in value creation through negotiations.- Reconciled discrepancies between supplier expense accounts and finance accrued amounts and improved forecasts accuracy.- Evaluated supplier compliance to contracts through periodic supplier assessment and proactively ensure supply continuity. Also, achieved 100% timely implementation of purchases through disciplined follow ups of PO’s.- Provided Net Suite training and support to reduce PO turn around time by at least 15% Show less

Mumbai Area, India

- Served as a council for the Employee Engagement Team - Responsible for organizing social events for the Mumbai site to keep employees motivated and boost their morale and foster healthy working environment.- Co-ordinate between the higher management and the employees to ensure smooth flow of the events

Mumbai Area, India

Recommended cost savings to international stakeholders for Inbound Supply Chain by providing business decision support through What-If Scenarios and To-Be Recommendations Work on replenishment strategies to ensure smooth inbound supply chain, develop network plans for materials to achieve efficient supply and manage the cost of the inbound freight and storage.Work on identifying and implementing Price Tiers on vendors to optimize the ordering quantity and achieve maximum… Show more Recommended cost savings to international stakeholders for Inbound Supply Chain by providing business decision support through What-If Scenarios and To-Be Recommendations Work on replenishment strategies to ensure smooth inbound supply chain, develop network plans for materials to achieve efficient supply and manage the cost of the inbound freight and storage.Work on identifying and implementing Price Tiers on vendors to optimize the ordering quantity and achieve maximum savings.Work on Freight analysis and determining best mode of transportation for a particular vendor. Achievements:- Supported warehousing/ production planners to implement new inventory control process hence achieving17% reduction in inventory carrying costs.- Established an agile supply chain for Yoplait plants by 92% reduction in lead time and $1M savings.- Delivered $5M savings in a year through Price Tier analysis and implementation.- Contributed in creating a responsive supply chain by reducing turnaround time of replenishmentStrategies and recommendation by 29%.- Negotiated successfully with US stakeholders to gain 25% increase in business opportunities fromHeadquarters.- Championed and facilitated continuous improvement roll-out throughout the organization to comply with strategic company goals. Show less

- Initiated, Managed and Promoted the Health & Wellness Committee for the company which included helping employees help lead a fit and healthy life. - Branding of the team to create awareness and market the team to attract high employee involvement. - Arranged for gym trainers, started regular fitness and meditation classes along with regular competitions as a part of the committee. - Spearheaded initiatives to engage employees for following daily healthy living routine and… Show more - Initiated, Managed and Promoted the Health & Wellness Committee for the company which included helping employees help lead a fit and healthy life. - Branding of the team to create awareness and market the team to attract high employee involvement. - Arranged for gym trainers, started regular fitness and meditation classes along with regular competitions as a part of the committee. - Spearheaded initiatives to engage employees for following daily healthy living routine and increased the gym participation by ~40%- Arranged fitness workshops like stress management, body check ups and routine check ups to ensure fitness of the employees Show less

Mumbai Area, India

- Analyzed and verified food nutritional labels for Medallion Labs (Third Party Lab for General Mills)- Responsible for Chromatographic Analysis of: Fat/Chol by FMEA GC, Sugars by HPLC, Vit A and E by HPLC, Inulin by HPLC, Tocopherols by HPLC, Residual analysis (Hexanal) by GC Approvals: Authorization of samples after completion of all food tests. - Send Outs: Looking for samples sent to outside lab, Result Entry and Veriying the data - Hands-on experience: HPLC, GC… Show more - Analyzed and verified food nutritional labels for Medallion Labs (Third Party Lab for General Mills)- Responsible for Chromatographic Analysis of: Fat/Chol by FMEA GC, Sugars by HPLC, Vit A and E by HPLC, Inulin by HPLC, Tocopherols by HPLC, Residual analysis (Hexanal) by GC Approvals: Authorization of samples after completion of all food tests. - Send Outs: Looking for samples sent to outside lab, Result Entry and Veriying the data - Hands-on experience: HPLC, GC, Spectophometry Underwent a certified training in Wet Chemistry and Chromatographys Analytical Methods - Designed a comprehensive handbook for effective and efficient food analysis.- Worked on VMWare and Laboratory Information Management System. Show less

Mumbai Area, India

- Responsible for Quality analysis of Herbal Products for Microbiological contamination. - Screening of different components isolated from plants, known for their therapeutic effects. - Accountable for preparation of dossiers for the internal products.

Master Of Business Administration (Mba), Business Administration And Management, General

Activities and Societies: Vice President Corporate Social Responsibility - MBA Students Association - Organize the HEC Montreal's Inter.

Master Of Technology (M.Tech.), Biotechnology, A

Activities and Societies: - Representative of the M.Tech Class, co-ordinate with the Master's office and students to ensure a smooth.

Bachelor Of Technology (B.Tech.), Biotechnology

Activities and Societies: -Organizing Committee - Annual Technical and Cultural Fest -Organize events regarding social causes for Red.

12Th Std, Pcmb

Master Of Business Administration - Mba