Headline

Enterprise Program Manager & Customer Success Leader | Cloud Transformation · SaaS Adoption · ITSM | PMP · ITIL | Atlassian · IBM · Kyndryl | 9.2M+ Users Migrated | Executive Escalations | Bengaluru

About

I build the systems that get enterprise customers to value — faster, and at scale. Over 17 years across Atlassian, IBM, Kyndryl, HP, and Flipkart, I've led programs that moved 1.2M+ users to the cloud, compressed migration timelines from 6 months to 90 days, and turned critical account escalations into long-term renewals. My work spans enterprise cloud transformation, SaaS adoption, program delivery, and customer success — with one through-line: measurable outcomes for the business and the customer. At Atlassian, I own cloud migration programs for global enterprise accounts. I qualify pipeline, drive cross-functional execution across Engineering, Product, Partners, and Customer Success, and convert customer feedback into product improvements. I cut a critical process dependency from 15+ days to under 3 hours — a 97% reduction. I built partner-led delivery models that scaled migration volume without sacrificing governance or quality. At IBM, I drove a full operational turnaround for a flagship enterprise insurance account — taking SLA compliance from 70% to 95%+ in four months, securing contract renewal, and protecting long-term GRR. I maintained 99.9% high-availability SLA for a major ANZ banking client across hybrid and private cloud environments. I owned Sev-1 and Sev-2 incident bridges, mobilised recovery teams under pressure, and kept C-level stakeholders informed in real time. At Kyndryl, I improved speed-to-execution from pre-sales to delivery by 20% with 98% on-time milestone achievement. My edge: I operate at the intersection of technical credibility and executive presence. I can run an incident bridge and brief a C-suite the next morning. I understand cloud architecture well enough to earn the trust of engineers, and I understand customer success well enough to own retention, value realization, and renewal risk. ▸ Certifications: PMP (PMI) · ITIL Intermediate · Microsoft Azure AZ-900 · Atlassian Cloud Foundations · Atlassian ITSM/JSM · Agile Practitioner ▸ Domain expertise: BFSI · Enterprise SaaS · Cloud Transformation · ITSM · Hybrid Cloud ▸ Key skills: Program Management · Customer Success · Agile Delivery · Stakeholder Governance · Escalation Management · Risk & Issue Management · SLA/SLO Governance · OKR Alignment · Partner-Led Delivery Targeting: Senior Program Manager · Senior Project Manager · Customer Success Manager · Delivery Manager roles at enterprise SaaS or cloud-native companies. Based in Bengaluru; open to hybrid and global-remote. Let's connect → karthikr230313@gmail.com

Location

Greater Bengaluru Area

AI stack

antigravity

claude code

claude

gemini

ChatGPT

Work experience

Senior Program Manager at Atlassian, Mar 2022 - Present · 4 y 7 mo, Bengaluru, Karnataka, India, • Enterprise Cloud Migrations: Lead complex, large-scale cloud migrations for Atlassian’s premier global customers, aligning technical customer solutions with overarching business strategies. • Pipeline Readiness: Evaluate and qualify inbound enterprise clients for migration readiness based on strict technical and operational parameters to ensure flawless execution. • Cross-Functional Leadership: Orchestrate delivery across matrixed teams, serving as the central bridge between Customer Success, Field Operations, Technical Support, and Product Engineering. • Product Strategy & Voice of the Customer: Translate complex customer trends and feedback into actionable insights, actively driving bug and feature prioritization to improve platform tooling, processes, and documentation. • Executive Escalation Management: Own and resolve high-stakes, executive-level customer escalations, providing strategic resolution frameworks to senior internal and external stakeholders. • Strategic Initiatives: Spearhead Key Result (KR) and Key Business Lever (KBL) projects to drive systemic operational improvements and overall business growth.

Project Delivery Manager at Kyndryl, Sep 2021 - Feb 2022 · 6 mos, India, • Interface and Alignment: Interface extensively with sales, consulting, and engineering organizations to facilitate comprehensive solution design and technical planning sessions. • Strategic Execution: Exercise independent judgment in translating complex business needs into scalable cloud architectures and sales-driven solution propositions. • Process Implementation: Design and facilitate structured project planning, technical discovery, and agile delivery ceremonies to ensure the execution of high-quality infrastructure outputs. • Customer Relationship Management: Oversee key customer accounts throughout the project lifecycle, proactively managing and resolving complex technical and operational concerns to ensure seamless delivery. • Stakeholder Communication: Initiate and facilitate critical discussions with senior management and key stakeholders, delivering timely, transparent project updates that successfully increased stakeholder satisfaction by 20%

Service Delivery Manager at IBM, Sep 2017 - Sep 2021 · 4 yrs 1 mo, Bengaluru, Karnataka, India, • Operational Turnaround: Spearheading critical IT service delivery turnarounds, successfully elevating service level agreement (SLA) compliance from a 70% baseline to a sustained 95% within four months for a prominent enterprise insurance client. • Critical Incident Ownership: Exercising full accountability for the end-to-end management, communication, and resolution of all Severity 1 and Severity 2 critical incidents. • Architecture & Cloud Alignment: Collaborating directly with Infrastructure Architecture and Engineering teams to ensure operational considerations are seamlessly factored into system designs across hybrid, private, and public cloud models. • Process Optimization & Automation: Designing and implementing continuous improvement initiatives, including the automation of virtual machine decommissioning, which drove a 22% reduction in overall support tickets. • Project-to-Production Transitions: Managing the seamless transition of new system designs from the project phase into live production, facilitating design reviews and change processes with internal teams and third-party partners. • Stakeholder & Vendor Coordination: Initiating and facilitating discussions with internal and external partners during critical service issues, mobilizing ad-hoc recovery teams to minimize business impact. • Enterprise Infrastructure Leadership: Overseeing daily IT operations, incident management, and data center deployments (including complex branch rollouts), consistently achieving a 99.9% high availability SLA for a major ANZ banking client.

Enterprise Account Manager at IBM, Feb 2017 - Sep 2021 · 4 yrs 8 mos, BFSI Domain Customer Success: Acted as the dedicated post-sale account leader for a major ANZ banking client and a flagship enterprise insurance client, fostering deep trust and executing tailored success plans within highly regulated financial environments. Retention, Renewals & Risk Mitigation: Proactively tracked account health to identify and mitigate churn risks early. Orchestrated a massive operational turnaround for a flagship account, demonstrating ongoing value by elevating service compliance from 70% to 95%+ in four months to secure long-term contract renewals. Value Realization & Executive Advocacy: Conducted continuous executive-level reviews to showcase ROI, mitigate technical challenges, and ensure long-term client trust across complex hybrid, private, and public cloud ecosystems. Problem Solving & Internal Advocacy: Acted as the voice of the customer internally, partnering directly with technical support and external vendor teams to proactively resolve complex platform issues, consistently maintaining a 99.9% high-availability SLA.

Major Incident Manager at IBM, Feb 2017 - Sep 2017 · 8 mos, India

Operations Manager at HealthifyMe, Sep 2016 - Dec 2016 · 4 mos, Bengaluru, Karnataka, India

Manager at Flipkart, Sep 2014 - Jul 2016 · 1 yr 11 mos, Greater Bengaluru Area

Education

Master of Business Administration, Operations Management and Supervision, Periyar University, Salem