Sunu Philip Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

As the Associate Director of Customer Success at Talview, I am now leading advanced strategic initiatives designed to enhance customer engagement and satisfaction across global markets. In this role, I focus on optimizing our customer success operations, innovating our approach to client management, and driving key customer success metrics. I am also responsible for mentoring a growing team of customer success professionals, fostering a culture of continuous improvement and exceptional client service.

Bengaluru, Karnataka, India

Overview:Leading customer success initiatives across the Asia-Pacific region for a prominent SaaS company, I focus on driving customer retention, satisfaction, and product adoption, catering to 60% of the company’s total business.Key Achievements:Customer Retention: Achieved 100% logo retention by introducing strategic customer engagement and retention initiatives.Strategic Leadership: Implemented various customer engagement models, enhancing direct communication between customers and senior leaders to foster greater product adoption and satisfaction.Regional Growth: Spearheaded efforts that solidified Talview’s market presence in APAC, resulting in increased customer engagement and revenue growth.Innovative Practices:Executive Engagement: Initiated and established Business Reviews at CXO levels, setting new standards for customer interaction across the company.Team Development: Built a high-performing customer success team renowned for proactive problem resolution and exceptional client service.

Bengaluru, Karnataka, India

Overview:Founded in 2012, "Stay at Zania’s" rapidly emerged as a leading brand in Bangalore’s pet boarding industry, known for premium care for dogs, cats, and various pets. It now operates two state-of-the-art facilities and has gained significant media recognition.Key Achievements:Expansion and Growth: Spearheaded the expansion to two facilities, significantly increasing service capacity and diversifying care offerings.Media Recognition: Featured in major publications like the Deccan Herald, enhancing brand visibility and trust.Operational Excellence: Implemented best practices in pet care, improving operational efficiency and customer satisfaction.Community Engagement: Initiated educational outreach programs for pet owners, fostering community involvement and enhancing brand loyalty.Leadership and Innovation:Team Building: Assembled and led a team of dedicated pet care professionals, ensuring high standards of service.Strategic Partnerships: Developed relationships with veterinary clinics and suppliers to offer comprehensive pet care solutions.Awards: Recognized for excellence in service and innovation within the pet boarding industry.

Bengaluru, Karnataka, India

Overview:As a Delivery Leader for high-profile technology and financial SaaS companies, I directed large-scale operations and strategic projects, significantly enhancing client satisfaction and service delivery across multiple lines of business.Key Achievements:Revenue Growth: Managed strategic accounts contributing over $18 million in annual revenue, with a focus on optimizing operational efficiency and customer satisfaction.Client Relations: Strengthened key client relationships, leading to improved contract terms and enhanced business opportunities.Innovative Solutions: Collaborated with client product and engineering teams to co-develop enhancements, directly impacting customer retention and satisfaction.Awards and Recognitions: Earned the prestigious “President’s Club” award and “Best Account on Employee Retention” at the Bangalore PeM Summit.Leadership and Strategy:Team Expansion: Successfully integrated and onboarded 600+ employees during a strategic account transition amid the COVID-19 pandemic, achieving operational readiness in under 30 days.Customer Success Initiatives: Developed and led customer success strategies that transitioned consumer accounts to a self-driven model, reducing overhead while maintaining high service standards.

Bangalore, Karnataka, India

Overview:Held progressive management roles, culminating in the Manager of Operations position, overseeing key strategic accounts within the technology sector. Led large-scale teams and projects, consistently achieving and surpassing performance targets and contributing significantly to organizational growth.Key Achievements:Leadership Excellence: Managed a diverse team of over 300 professionals, fostering an environment of high performance, continuous improvement, and strategic innovation.Performance Milestones: Achieved the highest client satisfaction scores repeatedly, resulting in extended contracts and expanded business scopes.Award Recognition: Honored with the “Legend Manager of the Year” award four consecutive years and “Legend Account of the Year” for three years, recognizing outstanding leadership and account management.Operational Improvements: Implemented process improvements that reduced costs by 20% while maintaining service quality, through effective resource management and process automation.Leadership Initiatives:Professional Development: Developed and launched the IDP (Integrated Development Program), receiving accolades for its impact on professional growth across the organization.Crisis Management: Effectively managed team dynamics and operational continuity during significant organizational changes and market challenges.

Education record

Postgraduate Degree, Business Administration, Management And Operations