Sumith believes in actively listening to people helps him learn and break the unhelpful conditioning or mindset.Meeting with clients helped Sumith understand the issues and marketing goals of eCommerce business owners. He cared to stay in touch with them via a variety of media and let them know he was closely monitoring their account. He would keep a careful eye on metrics related to product performance, He would also continuously push the product team, SME, and RND improve the product and provide new features. This led to upsell and upgrade programs eventually increasing the NRR, It also prompted engineering projects around ML, NLP, Fuzzy logic aimed at making clients stickier in order to achieve high CLTV and maximizing ROIHe enable his team to conducted root cause analyses and he himself conducted post-churn interviews with clients in order to better control client attrition. This allowed him to implement risk playbooks on KISSFLOW that would be activated in the event of low client participation, budgetary constraints, mergers or acquisitions, POC changes, lower or plateaued success, etc. He used his skill of instructional design and ADDIE to deploy and mentor CS enablement roles. 1) CS enablement effectively developed a curriculum for new hires.2) The CS enablement job would also use a data-driven approach to set up quality monitoring systems for product and service delivery in order to perform ongoing training. This was really insightful on subjects related to skill and knowledge development.3) The CS enablement team would also maintain and record an internal knowledge base covering the majority of technological scenarios, enabling the CS team to draw information from it as needed.By establishing KPIs and a monthly review process for the CS function that contributed to organizational and functional goals, Sumith was able to successfully implement a performance management system for higher synchronicity during virtual office days

Sumith gained knowledge of the intricacies of digital marketing at Convertcart, particularly email marketing and conversion rate optimization. His data-driven problem-solving abilities assisted numerous e-commerce business owners in improving their CLTV, conversion rates, and visitor traffic acquisition strategies.As a leader, he implemented client lifecycle playbooks such as onboarding, post-onboarding review, quarterly service delivery schedule, etc. and organized the client success team by redefining the organization structure and working methodology. Everyone on his team found it simple to adjust to the change because of his ability to involve his subordinates at every stage of the playbook and process design.He oversaw value stream analysis on continuing processes at the process reengineering side in order to use lean methodologies to address the issue of delayed product and service delivery.As the procedures, policies, and training came into place, he was able to see a variety of client health metrics and effectively mentor the CSMs and eCommerce analysts to deliver success with Convertcart product and services to their clientele. Plan, do, check, and act iterations paid off; in 2019, the team's churn rate was less than 2%.

Sumith managed the end-to-end client experience, supporting full-spectrum service delivery as a Gold Star Partner for Cisco and Microsoft Unified Communication platforms and West's Cloud Voice and Network Solutions. He oversaw enterprise-level voice and network integrations encompassing Microsoft Teams, Cisco WebEx Teams Video, messaging, rooms, contact centers, cloud audio, hosted voice, network infrastructure, and network management solutions, while also maintaining a dedicated client base with an annual revenue of $20–$30MSumith trained and coached his team and also focused on cultivating and sustaining relationships with key dedicated global accounts with the primary objective of delivering an excellent client experience from client onboarding to contract renewal. This role involved managing performance, doing quarterly performance reviews, reviewing quarterly business review decks, feeding forward the subordinates, aligning them to organizational goals, and appraising them annually.Sumith excelled in comprehending and conveying complex concepts to aid in technical escalation, root cause analysis, project management, service maintenance, product development, and the ongoing optimization of processes and services.He took charge of managing projects aimed at rectifying organizational inefficiencies. This included collecting data and client insights to identify gaps affecting client performance. They developed detailed improvement plans across the organization to eliminate waste and ensure solutions are delivered quickly and service level agreements are met using Lean 6σ methodologies. They also launched an upsell initiative across all client-facing organizations globally, which generated recurring revenue of $3 million in less than 12 months.He has led and participated in cost reduction projects like automation of processes that helped in resource optimization, transitioned chat support, and e-mail support cost centers to India.

As a Operation Team Lead, Sumith has worked with different set of people and gaining expertise in People management, Performance management, Staff development Quality Assurance

Sumith started his journey in the role of Supervisior as a Tranier, he was involved in New hire training, Continuous learning programsNew product launchesEmployee engagement, ADDIE, ISO Inspection were the first few skill sets gathered by him.