Head of CSM, Commercial Business Unit

• Feb 2021 - Present

In this role, I supervise and manage a global team dedicated to supporting North American Commercial Customers with revenueunder $2B. In addition to this, I adeptly plan and create effective processes and operating rhythm for the broader CommercialCSM team, enabling efficient, smoother operations.Key Accomplishments:►Built and expanded the CSM team from 3 to 12 members in just 12 months.►Served as named CSM for the first ever $1M ARR customer at Workato.►Created, supported, and guided Tech Touch CSM Team to allocate and manage non-named CSM accounts.►Increased expansion revenue and achieved world-class NRR of 140% in Commercial Business Units through strategicinvestment in CSM function.►Liaised and worked with key clients and delivered exceptional services, minimizing churn to 3% from 12% for CommercialBusiness Unit in FY23.►Served as President's Club FY22 to discuss the ongoing business process and analyze areas of improvement.►Attained 117% in H1 FY23 by devising and executing effective revenue generation and business growth plans. Show less

Customer Strategy & Expansion

• Nov 2018 - Feb 2021

During this tenure, I led customer strategy and expansion operations by deploying customer engagement strategies tocommunicate with customers at various stages. Moreover, I cultivated strong relationships with customers to understand theneeds of clients and identify opportunities for expansion and growth.Key Accomplishments:►Achieved a NRR of 150% in named accounts in FY21.►Acted as founding member of the Customer Success Management team at Workato to grow business.►Managed QBR/EBR & At-Risk Customer Processes to reduce churn significantly within the customer Base. Show less

Enterprise Customer Success Manager

• Sep 2017 - Nov 2018

During this employment period, I assisted MemSQL’s largest enterprise customers by delivering technical account management services while functioning as Customer Success and Technical Account Manager. Applying my key expertise, I managed Enterprise License Agreement (ELA) customers, including standardizing Go-Live, Testing, and Upgrade plans to ensure successful and beneficial customer relationships. Key Accomplishments: ►Maintained book of $7M Annual Recurring Revenue (ARR) and 10 enterprise customers, using best financial practices. ►Increased 500% ARR after initial purchase by creating and implementing expansion strategies at 2 large customers. ►Improved business by formulating Executive Business Review (EBR) process and directing various EBRs in coordination with customers. ►Collaborated and functioned closely with Product and Engineering Teams to collect and review feedback from key customers and internal advocates, maximizing adoption and expansion. ►guaranteed delivery of best customer support to enhance client business by leading high-priority support escalations process. ►Designed Tech Day format to increase customer adoption and awareness, resulting in successful repeat events at key customers and driving large-scale expansions. Show less

Consultant

• Feb 2015 - Sep 2017

As a Consultant, I offered end-to-end support for the development of BI solutions to streamline the collection, analysis, and visualization of various functions within the company. While serving as BI leader, I aided a large public sector client in instructing a global team of six practitioners in employing Phase III of BI tools and reports. I also finalized large-scale IT transformation projects by creating Tests, SQL reporting, analytics, and business intelligence strategies. Key Accomplishments: ►Designated as a Deloitte Tableau Subject Matter Adviser to ensure smooth flow of technical operations by deploying SDLC methodologies for development projects. ►Led multiple engagement sessions to devise high-quality, production-ready dashboards, including delivering 36 dashboards in 12 weeks with 2 SIT cycles and UATm with team of 5 practitioners. ►Leveraged technical expertise to execute Tableau solution while supervising integration of SFDC, Oracle, and SAP BW. ►Facilitated clients of various industries, such as Financial Services, Life Sciences/Healthcare, and Public Sector by formulating executive-level Tableau dashboards. ►Performed as Test Lead for Master Data Governance solution to support multi-billion dollar Financial Services client. Show less

Senior Consultant

• Dec 2013 - Jan 2015

During this tenure, I generated divisional reports using Business Objects WEBI to provide insight into day-to-day operations and track key metrics at the community and retail store level for real estate firms. I also devised dashboards, developed reports, and created a business analytics strategy to support multi-billion commercial clients, using Business Intelligence practice. Key Accomplishments: ►Employed enterprise-wide dashboard solution for multi-billion-dollar real estate firm in Orange County using SAP Dashboard Designer (Xcelsius) to create efficient and user-friendly interface for Office of Chairman. ►Led various initiatives that contributed for account's growth from 3 practitioners to 8 practitioners ($500k to $3M) by providing high-quality services and fostering client relationships. ►Increased revenues for division and higher employee retention by devising and implementing a dashboard solution for the Apartments division of the real estate firm to track leasing consultant qualitative and quantitative metrics. Show less

Associate

• Jul 2013 - Dec 2013

As an Associate, I delivered expertise as a Consultant within the Decision Analytics practice; built analytical solutions for Navy clients, including data analysis/visualization, metrics development, database development, and systems engineering for IT systems. By using team leadership expertise, I built a development team to allocate new opportunities for managing data visualization and analytics process.Key Accomplishment:► Contributed to the growth of practice area by securing new business opportunities worth $400K and maintaining relationships with existing clients in FY13. Show less

Senior Consultant

• Apr 2012 - Jun 2013

Consultant

• Apr 2010 - Mar 2012

Associate Mechanical Engineer (Thermal Architect/Design Engineer)

• Jul 2008 - Sep 2009