Headline

Key Account Manager | Fintech SaaS – Identity Verification & Fraud Detection | Customer Success | Digital Onboarding | Scale Adoption | Retention & Growth

About

I help BFSI clients — banks, NBFCs, and fintechs — turn identity verification and fraud detection infrastructure into measurable business outcomes. As a Key Account Manager at Digitap.ai, I own the post-sale relationship: driving adoption, reducing churn, and identifying expansion opportunities across a portfolio of enterprise accounts. Over 10+ years in Customer Success and Account Management, I've built my career at the intersection of technical depth and relationship management. At Reverie Language Technologies, I managed Fortune 500 enterprise accounts on AI voice technology — working closely with STT, TTS, and LLM-powered voice agents, and getting hands-on with prompt engineering to help clients fine-tune conversational AI for real business use cases. What I bring to the table: — Deep comfort with API and platform lifecycles, translating technical capability into business value for non-technical stakeholders — Working knowledge of the AI voice stack — speech-to-text, text-to-speech, LLMs, and prompt engineering — and how to apply it to solve customer problems — A data-driven approach to account health, having implemented CRM systems end-to-end to proactively flag risk and surface expansion signals — Stakeholder management across the full spectrum, from day-to-day operations contacts to C-suite sponsors — A track record of turning renewals and adoption metrics into growth, not just retention I'm energized by fast-moving SaaS environments where strategic account planning and hands-on execution both matter. Always happy to connect with fellow CS/AM folks, or anyone working in fraud tech, identity verification, conversational AI, or fintech infrastructure.

Location

Bengaluru

AI stack

deepseek

elevenlabs

gemini

lovable

notebooklm

notion

Work experience

Key Account Manager at Digitap.ai, Jul 2026 - Present · 3 mos, Bengaluru

Customer Success Manager at Reverie Language Technologies, Apr 2018 - Feb 2026 · 7 yrs 11 mos, Bengaluru, Sitting at the intersection of Customer Success and Product, I manage the end-to-end lifecycle of high-value enterprise accounts. I ensure that our GenAI Voice Agents & API solutions don't just "run," but deliver measurable business value. Strategic Account Management & Growth: Portfolio Management: Oversee a strategic portfolio of 5+ high-value enterprise clients, each generating a Quarterly Recurring Revenue (QRR) of ₹50 Lakhs+, ensuring 100% renewal and consistent QoQ growth. Primary SPOC: Act as the trusted advisor for major clients in BFSI, Insurance, NBFC, and Healthcare, driving the adoption of GenAI voice & API solutions. Revenue & Retention: Laser-focused on increasing Net Revenue Retention (NRR) by securing renewals and identifying upsell opportunities aligned with client business goals. Strategic Demos & Solutioning: Conduct tailored product demos and technical walkthroughs to showcase new GenAI capabilities, directly driving feature adoption and unlocking upsell opportunities. Risk & Governance: Conduct Quarterly Business Reviews (QBRs) to track KPIs and proactively identify risks in delivery or adoption to minimize churn. Product Strategy & AI Performance: Tech & Business Bridge: Work closely with AI/ML teams to improve STT, TTS, and NLU accuracy by analyzing real-world call data (Call Containment, Intent Accuracy, Drop-offs). Defining the Product: Own and write Product Requirement Documents (PRDs), translating client feedback and delivery gaps into clear technical features for the engineering team. Quality First: Coordinate with QA for User Acceptance Testing (UAT) to ensure bug-free releases and enterprise-grade delivery standards.

Inside Sales Account Manager at Reverie Language Technologies, Apr 2016 - Mar 2018 · 2 yrs, Bengaluru, Karnataka, A hybrid role combining proactive B2B hunting with technical presales and product operations. Responsible for acquiring new enterprise logos, leading technical demos, and managing the operational launch of the AI platform. B2B Sales & Revenue Generation: New Business Acquisition: Closed deals with 25+ high-value logos (including Fortune 500s), selling B2B AI products (APIs, STT, TTS, NLU). Upselling: Identified cross-sell opportunities within existing accounts, recommending customized API configurations that led to a 30% increase in average deal size. Pipeline Management: Built a robust deal pipeline through cold calling, email outreach, and social selling, using CRM for accurate forecasting. End-to-End Presales: Owned the lifecycle—conducted tailored Product Demos and technical walkthroughs for GenAI Voice Agents & Localization solutions. Solution Design & RFPs: Acted as the technical bridge between sales and product; led the preparation of RFPs & translated client needs into solution briefs. AI Consultancy: Advised clients on automation strategies, guiding them on LLM-based architectures, prompt logic, and conversational flows for scalability. Proposals & Pricing: Structured comprehensive Commercial Proposals and pricing models, balancing competitiveness with profitable margins. Deal Closure: Led negotiations for high-value contracts & renewals, ensuring strict compliance & revenue maximization. Consultative Selling: Mapped business challenges of CXO-level stakeholders (BFSI, Ecommerce, Healthcare) to our AI solutions. Product Operations: Product Launch: Managed User Acceptance Testing (UAT) and Go-to-Market readiness for the "Prabandhak" AI Translation Management System. Delivery Governance: Oversaw project handover and end-to-end delivery of localization projects, coordinating with internal teams to resolve risks. Vendor Management: Handled resource planning and managed external vendors/linguists to ensure quality and timeline adherence.

Associate Localization Manager at Reverie Language Technologies, Dec 2015 - Mar 2016 · 4 mos, Bengaluru, Karnataka, India, • Linguistic Quality Assurance: Executed translation, transliteration, and transcription for Gujarati, Hindi, and Bengali, ensuring cultural accuracy beyond just literal words. • QC & Tools: Conducted rigorous Quality Checks (QC) using tools like X-bench to spot errors and ensure data integrity for product development. • DTP & Documentation: Managed Desktop Publishing (DTP) tasks, including formatting localized text into templates, capturing screenshots, and ensuring the final layout met client specifications.

L2 Escalation Manager at Concentrix, Jun 2015 - Dec 2015 · 7 mos, Bangalore, • Escalation Handling: Resolved complex L2 customer escalations regarding banking products (Savings, Loans, Credit Lines) by coordinating with internal departments. • Financial Operations: Executed sensitive financial transactions, including wire transfers, loan collections, and account modifications, ensuring accuracy and compliance.

Valuer at Self-Employed, Jan 2013 - Jul 2015 · 2 yrs 7 mos, Kolkata Area, India

Education

Master of Computer Applications (MCA), MCA, ITM University, Gwalior

Bachelor's degree, Computer Programming, Specific Applications, West Bengal University of Technology, Kolkata