As the Segment Head for Strategic Customer Success, I spearhead a team of seasoned Customer Success Managers, driving account renewals and growth across North America, EMEA, and APAC for our esteemed ALM clientele.My role involves orchestrating a harmonious collaboration between ALM sales, product, and engineering teams to augment customer satisfaction and deliver impactful results.I am committed to providing influential thought leadership, coaching, and constructive feedback to my team. I nurture their growth and development through comprehensive coaching and performance evaluations.

As the leader of the Strategic Customer Success team, I oversee the management of ALM customers in North America, EMEA, and APAC.

Senior Consultant – Learning SolutionsDeliver expert consulting services in the realms of learning design and technologies.Oversee client relationships, with a focus on remote assessment of client maturity and satisfaction.Engage with a wide spectrum of client contacts, ranging from Learning Managers to CLOs and Directors.Articulate complex information in an understandable manner.Handle multiple customer engagements simultaneously.Uncover growth opportunities, pinpointing potential avenues for upselling and cross-selling within my accounts.Foster and enhance Adobe’s relationship with our customers by offering guidance and advice on maximizing product value, while concurrently managing multiple accounts.Act as an internal customer advocate within the Adobe team, contributing to product development with insights gleaned from our customers.Oversee delivery plans based on internal KPIs, striving for increased product adoption, customer satisfaction, and overall health scores.Address product and technical inquiries from customers on my accounts.Handle support issues and escalations for my accounts.Generate regular status and quarterly activity reports for Adobe leadership.Boost the lifetime value of the Customer through enhanced advocacy and reference-ability.

AVP Learning - GLSS Process and Policy Spearheaded the Talent and Culture Shared Services Global Mandatory Learning Execution team at ANZ.Deliver learning operation support and business learning consulting.Propel change initiatives and implement complex learning projects for stakeholders across ANZ.

Assumed a leadership role in the Talent Management competency, driving its vision to be a leading provider of high-end learning consultancy, team mentoring, and account growth.Orchestrated an internal awareness campaign and delivered a Social Learning Webinar to over 100 attendees at Tech Mahindra, sparking interest across various business units to explore the Social learning platform.Directed two Content Creation projects for the State Government of Australia, delivering within budget and achieving effort savings.Conducted an audit of the LMS Solution Design Document for a leading US-based Fortune 100 company, identified learning gaps, proposed improvements to the learning business process, enhancing the First Time Resolution (FTR) for the LMS Backend support team.Engaged in client’s Community of Practice meetings, presenting business problem solutions to curriculum owners, Sales Lead, HR Generalists, LMS administrators, and Helpdesk teams.Accomplished the creation of an LMS Requirement and RFP Document for a leading UK Publisher within a span of 10 business days.Appointed as the SABA Alliance Manager & LMS Vertical Leader at Tech Mahindra, positioning SABA solutions for NAM and APAC Regions. Assisted the Sales team in constructing Go-To-Market Collaterals and conducted Presales Demos.Presented the Successfactor Learning Delivery Account pipeline and revenue forecast in the Quarterly Business Review, ensuring smooth Learning project delivery with a focus on quality and timeliness metrics, resulting in high customer satisfaction.

1. Joined Edutech Learning Services to drive LMS and PMS implementation projects for Middle East and India Region. In-charge for presales, learning training delivery, learning workshops, learning business analysis, application configuration, Proof of Concept Setup, LMS upgrade and Connector configuration2. Helped a leading Bank in UAE to streamline learning process. Closed around 100 issues pertaining to learning configuration. The Bank was able to GO-LIVE in a record span of 2 months.3. Delivered onsite Instructor Led Learning Admin Training for a leading IT services, BPO, Bank in Jordan, Bank in UAE, Two Wheeler Manufacturer in India4. Conducted training workshops for 500+ employees of a leading Two Wheeler Manufacturer across multiple districts in a state.5. Rolled out the Plateau Performance Appraisal module for a leading Bank in UAE. Delivered a two day onsite Lectora (Content Creation Tool) application training for one of the largest Energy (Oil and Gas) company in Qatar.

1. Role was responsible for supporting custom Learning Management Systems (LMS), Course Management, knowledge management, training administration and Learning BPO. Managed multiple training administration projects for NIIT clients across the world. Provided learning administration support for around 10-12 projects.2. Mentored new team members on NIIT training administration process. Delivered weekly quality metrics reports to Project Manager.3. Supported multiple clients on Aspen 2.5 and Docent Learning Management System.4. Was designated as an onsite implementation consultant for SumTotal project for a leading Private Indian Bank. Got appreciation for understanding specific Learning requirement and mapping it to LMS, defining learning process across different business units.5. Delivered SumTotal training for leading insurance company in Mumbai (India).6. Migrated HRIS data for client and converted courses to SCORM using Toolbook utility. Co-ordinated with SumTotal Engineering, NIIT and Client IT team to apply patches/solution/scripts on the SumTotal Development and LIVE server.

1. The role was responsible for supporting DELL US customer base. Responsibility included resolving technical issue pertaining to Desktop, Laptops, PDA, Jukeboxes, printers and Windows operating system. 2. Was also designated as a Team Lead to support team in resolving technical issues and managing the queue in absence of the Floor Assistant Manager.3. Creation of First Time Resolution Report and quality check of the resolution provided by the associates. 4. Created Dell Technical Document and templates for the support team.

1. The role was required to provide thorough research and diagnosis of the pre or post order problems faced by customers, resolving issues related to payments, delivery, shipments, supply chain, sellers, merchants, catalogue, partners, associates, current marketing promotional offers, and discounts. Taking appropriate resolving actions. 2. Successfully completed the Time and Motion study, which resulted in faster resolution of tickets. 3. Consistent performer received multiple team badges.

1. The role supported government employees on usage of TIS software and monitored the tiling process of about 104 Compaq systems and two Scanners Kodak 6101, three E-flow servers and one PDC 2. Delivered Top Image System (TIS) onsite training to government official of Census Office in New Delhi, Lucknow, Patna and Calcutta.3. During the Implementation phase was accountable to the Director and the Deputy Director (Census Board of India)