Working towards the launching of new SaaS product.Expanding the business in the Indonesian Market.Leading the team towards customer excellence.

Maintaining long-term trusting relationships with 31 Customers, directly Responsible for their accounts.Leading a team of 22 Customer Success Executives and Ensuring achievement of Targets and Customer SatisfactionWorking with Sales and Marketing team for end-to-end delivery process, along with Customer Onboarding.Serving as Single Point of Contact (SPOC), for all Customer Escalations, post B2B sales of SAAS products.Identifying risks and key customer wants/needs, and figuring out Solutions to the same, for Upselling.Acting as a Technical Liaison between Customers and internal Technical teams.Identified opportunities for Upselling, generating revenue of more than 5M.Successfully renewed subscription for 22 accounts, for SaaS product deployed in cloud (AWS, Azure) etc.Effectively handled Downtimes and performance issues, resulting in 0 escalations.Making decisions to prioritize relationship and drive growth, Resulting in Client Retention.Resources allocation Planning for Project, Ensuring smooth completion of Projects as per plan

Managing accounts for 13 Clients, resulting in 100% renewal and 2M in upselling.Average CSAT score of 4.5+ maintained throughout.Managing and Guiding team for proper Implementation and Delivery of EXFO’s Software Solutions(SAAS) following Agile Methodology, over a Cloud Infrastructure (AWS).Collaborating with teams for Successful client Onboarding.Heading Cross-Functional teams, prioritizing issues and allocating tasks for timely delivery.Served as (SPOC) Single Point of Contact for Clients during the process of B2B sales and Solutions Delivery.Guiding implementation of CI/CD pipeline, using Jenkins. Automation using Terraform.Deployed and maintained over 1000 pods in Kubernetes. Automated Health check by developing scripts using Shell Scripting. Resulted in saving over 1hr of time, per resource in each project.Heading Cross-Functional teams, prioritizing issues and allocating tasks for timely delivery.Travelled to Customer site, to educate clients on proper Installation and training them for the same.Guiding implementation of CI/CD pipeline, using Jenkins. Automation using Terraform.Worked on customizing SW solutions for clients, monitoring and leading the handovers.Presenting Graphic and Visually appealing reports to Customer, weekly basis, with project updates.Graphical Report sharing, for clear understanding of results.Streamlining Test report Delivery process Aligning with set rules.Guided training of new Employees, resulting in FTR.

Working on EXFO's SaaS products, deployed onto AWS or Azure.Guiding clients from start to end.Deployments of Agile versions onto Kubernetes, using Helm chartsOnboarding, Training and managing Client solutions.

Managing the project, with a team of 35. Monitoring complete end to end setting up of Tower site.Working extensively Towards the Software application development, along with the migration of Physical site to Ericsson Cloud. Supporting migration from 4G to 5G, along with Data migration for NBN.Analysing program risks, developing new programs to support the strategic direction of the organisation.Established and implemented policies, procedures and technologies to support system integrity. Main activities included, Budgeting, Planning, Troubleshooting, client query handling, allocation of resources, and billing strategy.Presided over meetings and took on leadership role as single point of contact for Clients.Developed tools, systems and processes to improve product supportability or overall support productivity.Recommended system modifications to improve efficiency, reliability and performance.Interpretation of Various site designs and ability to simplify them for better understanding of team mates.Worked hand in hand with RF team members and Managed Services, for correct implementation of Designs, to fix KPIs.

Responsible for complete end-to-end setting up of 4G and 5G nodes.Working extensively in Cloud RAN and Networking.