Headline

Customer Success, Delivery and Customer Service Leader

About

With over three years of leadership experience, I currently serve as Director of Customer Success at Amagi, leading the customer success organization for enterprise media and streaming clients. My responsibilities include building and scaling high-performing teams, enhancing customer satisfaction, and driving retention and long-term value. Collaborating with cross-functional teams, including Product, Engineering, Sales, and Operations, I focus on delivering seamless customer experiences, optimizing processes, and integrating advanced media and ad tech solutions into critical workflows. Previously, I founded GMAC LLC, where I provided consultancy on management, project and program management, and key role hiring for over three years. I also led the Customer Onboarding and Professional Services team at Amagi Corporation, where I established new processes, improved operational efficiency, and introduced automation in delivery workflows. Across all roles, my efforts emphasize process optimization, team building, and cross-functional collaboration to deliver impactful outcomes in complex and dynamic environments.

Location

Bengaluru

Work experience

Director - Customer Success at Amagi, Dec 2025 - Present · 11 mos, Greater Bengaluru Area, Leading customer success organization in India for enterprise media and streaming customers. Responsible for building and scaling high performing customer success teams, driving customer satisfaction, retention, and long term value. Partner closely with Product, Engineering, Sales, and Operations to deliver seamless customer experiences, optimize customer success processes, and integrate advanced media and ad tech solutions across complex, mission critical workflows

Founder at GMAC LLC, Jul 2022 - Jan 2026 · 3 yrs 7 mos, Greater Bengaluru Area, I help my clients on various topics like management consultancy, project and program management and hiring for key roles

Head - Customer Onboarding and Professional Services at Amagi Corporation, Jan 2020 - Jul 2022 · 2 yrs 7 mos, At Amagi, I head the Customer Onboarding Team which is the primary customer-facing project delivery team. I've had the opportunity to build the customer service team from the ground up and then establish it as an independent team, implement the first order-to-billing process and bring several efficiencies using automation in the delivery process. - Building and streamlining organizational processes with focus on plugging revenue leakages and operating efficiency - Leading a team of 30+ resources - Hiring and Developing team according to projected growth targets - Accountable for meeting monthly recurring revenue increase targets

Project Manager (Program Manager and PMO Head) at Orange Business Services, Oct 2015 - Dec 2019 · 4 yrs 3 mos, Bengaluru Area, India, -Build leader on three major European customer accounts. -Leading global complex transition & transformation programs -Lead customer engagement in Build Phase -Providing support to account sales teams on bids, organic growth and RFP responses in defining Level of Effort and structuring a transition and transformation plan -Managing large virtual project teams -Effective vendor management -Stakeholder engagement through effective communication -Enhancing and Managing customer satisfaction -Line Manager for 6 Project Managers. -Mentoring and training young and new Project Managers

Project Manager - IS Infrastructure Projects at ABB, Apr 2013 - Oct 2015 · 2 yrs 7 mos, Bengaluru Area, India, RnR: -Ensure successful implementation of IS Infrastructure projects through active end to end project lifecycle management to track them to closure, with conformance to GF-IS and Country IS standards. -Establish milestones for all projects and achieve milestones as planned. -Ensure adherence to ABB guidelines to all technical and commercial agreements with the Vendors and that all projects are aligned to the approval matrix of IS. -Interlock with function head & Legal/SCM to cater various Supply Chain & Legal requirements of projects and engages resources internal and/or partners to facilitate end to end tracking of delivery of projects. -Provide project estimations as per Business requirements and facilitates negotiations to ensure we have a fair value quote. -Coordinate with Division IS project teams and other Senior PMs to periodically to identify new projects and ensure Global and Local IS standards are followed all new projects. -Ensure up-to-date documentations of all areas related to infrastructure projects, including Project Plan, Test Plan, Risk Plan etc., UAT and hand-over to sustenance teams. Ensures project compliance meet ABB standards including internal and external (where vendor is engaged). Projects: - Office 365 implementation in ABB India Functional Tasks: - Vendor engagement and Negotiations - CSAT Feedback Analysis and Remediation

Associate Project Manager at ABB, Apr 2012 - Mar 2013 · 1 yr, Cary, North Carolina, USA, During my assignment in ABB, North America I worked on the following projects: - Xerox Managed Printing Services project - LN to SharePoint Migration - VDI for Designing Performance Improvement

Associate Project Manager at ABB, Oct 2011 - Mar 2012 · 6 mos, Zurich, Switzerland, My assignment at Group HQ, was the Global Rollout of ProSales application in DM division. ProSales is an ABB recommended opportunity management system for managing and tracking the sales leads/opportunities. My responsibilities in the project are: • Supporting project manager in creating the rollout plan • Arrange for trainings and prepare training material • Train country super users • Defining usage policies and business guidelines for DM division usage

Education

Diploma, Leadership Principles, Harvard Business School

B. Tech, Computer Engineering, National Institute of Technology Karnataka