Headline

Projects & Solutions Manager | WMS, OMS Implementation | Retail and E-commerce SaaS | India, MENA, Europe

About

11 years across pre-sales, business analysis, enterprise accounts, and implementation delivery in retail tech and enterprise SaaS. Most of the work that has defined my career sits in complicated territory: replacing legacy systems mid-operation, integrating OMS, WMS, and ERP stacks across geographies, managing implementations where the scope changes multiple times before go-live, and keeping client relationships intact when delivery timelines shift unexpectedly. Currently at Increff, leading implementations for enterprise retail and supply chain businesses across India, MENA, and Europe. Projects range from standard onboarding setups to 18-month full-stack migrations involving ERP, WMS, OMS, marketplace integrations, and legacy system replacements. Also built delivery playbooks and milestone frameworks now used more broadly across the implementation team. Before Increff, I spent several years in enterprise Customer Success and Account Management roles across retail, e-commerce and B2B SaaS. That experience gave me a strong understanding of customer operations, adoption, commercial relationships and the business impact of implementation decisions. Earlier in my career, I worked in pre-sales and business analysis, supporting enterprise accounts across aviation, travel and BFSI and translating business requirements into detailed user stories and business journeys. One thing experience has made clear over time: most project failures do not arrive as one large issue. They build quietly through missed dependencies, unclear ownership, unrealistic timelines, or gaps between what was promised and what is operationally possible. Catching that early, or untangling it when execution starts drifting, is where I tend to add the most value.

Location

Bengaluru

AI stack

claude

notion

Work experience

Projects and Solutions Manager at Increff, Jun 2024 - Present · 2 yrs 4 mos, Bengaluru, Lead enterprise WMS/OMS implementations and solution design globally, working across business, product, engineering, QA and customer teams. • Own end-to-end implementation delivery across scope, milestones, dependencies, risks, issues, change requests, client commitments and go-live readiness. • Lead solution discovery and functional solution design by translating business requirements, operational workflows and system constraints into scalable implementation approaches, BRDs, process flows, acceptance criteria and execution plans. • Work with customers to understand current-state processes, identify gaps and define future-state workflows across warehouse, order management and supply-chain operations. • Partner with Product and Engineering teams to evaluate configuration versus customisation, identify product gaps, shape functional requirements and determine practical solution approaches. • Bridge business requirements and technical execution across APIs, integrations, development dependencies, testing and customer-side inputs. • Lead UAT and go-live readiness, including test planning, defect prioritisation, readiness reviews, client testing, sign-offs and post-go-live stabilisation. • Drive migration and transition planning for legacy or competing systems, covering process mapping, data validation, implementation planning, training and operational readiness. • Manage multiple concurrent implementation workstreams across customers, Product, Engineering, QA and Implementation teams, often without direct reporting authority over cross-functional teams. • Lead and mentor Associate Project Managers and Integration Specialists, while allocating resources across concurrent implementations. • Manage senior customer stakeholders across business, technology, supply-chain and warehouse functions, including solution discussions, delivery reviews, risks, decisions and escalations.

Senior Manager Customer Success at Omuni, Apr 2022 - May 2024 · 2 yrs 2 mos, On-site, Worked across enterprise onboarding, customer success, implementation support, and operational problem-solving for large retail and e-commerce brands. Key areas included: • Managing enterprise onboarding and platform adoption across multiple retail accounts • Acting as the bridge between client operations, product, and engineering during live business issues and escalations • Building onboarding workflows, milestone plans, review cadences, and operational tracking mechanisms • Identifying recurring workflow gaps and translating them into platform improvement opportunities • Supporting enterprise clients across omnichannel retail operations, integrations, fulfilment workflows, and operational stabilization • Driving long-term account growth through operational alignment, faster issue resolution, and implementation support

Customer Success Manager at Omuni, Apr 2021 - Mar 2022 · 1 yr, Bengaluru, • Managed enterprise onboarding, platform adoption and customer operations across retail and e-commerce accounts. • Partnered with Product and Engineering teams on implementation and live-business requirements. • Developed product knowledge modules, training content, FAQs and onboarding workflows. • Supported customers in becoming self-reliant on the platform through structured training and documentation. • Coordinated customer requirements and operational issues across internal teams.

Key Account Management Specialist at Bizongo, Nov 2019 - Mar 2021 · 1 yr 5 mos, - Managed enterprise accounts with ARR of 2 Cr per month - Managed end-to-end operations of 20,000+ monthly shipments from PO to last mile - Designed and implemented strategies for continuous improvement - Provided product improvement feedback to product development team in line with client feedback and market trends. - Piloted customer specific products – customer insight gathering, created product requirement documents, iterated products features that were later rolled out across the company.

Territory Account Manager at Bizongo, Feb 2019 - Oct 2019 · 9 mos, Gurugram, Haryana, India, - Established rapport with existing and target clients - Developed and executed evidence-based sales plans to meet quotas - Maintaining detailed records on key accounts. - Presented in-depth reports to the director of sales and other stakeholders, as required - Successfully managed client operations ensuring timely renewals

Business Analyst at NIIT Technologies, Jun 2016 - Jan 2019 · 2 yrs 8 mos, Noida, Uttar Pradesh, India, - Gathered product requirements - Analyzed business requirements, converted them to detailed user journeys - Green signaled test cases to move to production - Assisted Global Delivery Head on managing concept to launch of a global loyalty platform

Pre-Sales Associate at NIIT Technologies, Jun 2015 - May 2016 · 1 yr, - Business analysis of existing and potential customers - Streamlined the research process - Assisted solution design experts - Responded to RFIs/ RPFQs/ RFPs - Assisted SMEs, and BDs on bid defense presentations - Assessed client requirements through white space analyses, and designed service improvement areas - Designed GTMs

Marketing Intern at HT Learning Centers Ltd | Studymate, Apr 2014 - Jun 2014 · 3 mos, New Delhi Area, India, Sales, Marketing, Operations

Education

Master of Business Administration (MBA), Sales, Distribution, and Marketing Operations, General, O.P. Jindal Global University (JGU)

Bachelor of Commerce (B.Com.), Business/Managerial Economics, Kurukshetra university