Headline

Customer Success and Operations Director at Scaler

About

Dynamic Customer-centric Leader with 14+ years of experience scaling customer success, experience, operations, and delivery across the Ed-Tech, IT/ITES, and FMCG industries. Highly adaptable and collaborative, with a strong track record of building high-performing teams. Proven ability to translate user needs into strategic solutions, leveraging deep customer insights and cross-functional leadership to drive product strategy and business growth.

Location

Bengaluru

AI stack

claude

gemini

openai

ChatGPT

Work experience

Associate Director, Customer Success and Enterprise Operations at Scaler, Apr 2022 - Present · 4 yrs 6 mos, Bengaluru, Karnataka, India, •Establish a customer success team that improved customer experience and satisfaction and aided customer retention • Enabled Enterprise (B2B) delivery to high standards and quality leading to recurring engagements. • Major stakeholder in product enhancement discussions, roadmap and development. • Heavily involved in cross-team collaborations to improve overall organisation milestones and goals.

Senior Manager, Customer Success at Simplilearn, Jan 2021 - Apr 2022 · 1 yr 4 mos, - Drove revenue expansion across key client segments in the US region by partnering cross-functionally with Sales to upscale Enterprise accounts to $100K+ ARR and grow mid-market/SMB portfolios within the $20K–$75K ACV range with an overall portfolio worth $5M ARR. - Boosted customer retention by 30% through the design and implementation of tailored success plans and the continuous standardization of Customer Success operations. - Achieved an industry-leading Net Promoter Score (NPS) of 85 (a 30% net increase) by spearheading targeted, highimpact customer engagement initiatives. - Directed technical deployments and integrations, overseeing Enterprise LMS implementations and exploring platform/API integrations to align technical solutions with client objectives.

Manager, Enterprise Customer Success at Simplilearn, Nov 2019 - Mar 2021 · 1 yr 5 mos, Greater Bengaluru Area, - Manage overall client relations including pre-sales consultation, on-boarding, delivery and support. - Drive Enterprise clients into long term partnerships through high quality customer experience and satisfaction - Upscale new and existing accounts into top revenue generating accounts over $100K in collaboration with sales by adopting best delivery and customer experience practices - Focus on generating recurring business by identifying key areas of requirements - Program manage all escalations in order to ensure a smooth delivery - Assist key account stakeholders with real time data and reports

Senior Operations Manager, Infrastructure Delivery at Tech Mahindra, Nov 2016 - Oct 2019 · 3 yrs, Greater Sydney Area, • Directed the end-to-end delivery lifecycle for customer applications, driving rigorous RFQ/RFP/RFI processes to analyze requirements, review architecture, and deploy optimal IaaS/PaaS/CaaS environments • Acted as the strategic and technical liaison for global markets (APAC & EMEA), serving as the primary point of contact to ensure seamless adoption, delivery, and satisfaction for complex infrastructure platforms. • Architected and implemented scalable infrastructure solutions, continuously evaluating and improving existing overall architecture to support Nestle's global Digital Services objectives. • Oversaw global server-side operations and security infrastructure, managing critical components including Firewalls, WAF (Imperva), DNS, Load Balancers, and Active Directory to ensure maximum reliability. • Led and mentored distributed offshore teams, providing high-level (L3) technical escalation support and resolving complex architectural challenges to maintain high service availability.

Operational Lead & Subject Matter Expert at Tech Mahindra, Sep 2015 - Oct 2016 · 1 yr 2 mos, Bengaluru, Karnataka, India, • Directed a 25+ member offshore L2 technical team while concurrently serving as the primary Subject Matter Expert (SME) for Microsoft Web Infrastructure, ensuring high availability and seamless global operations. • Orchestrated daily operations and workflow prioritization, successfully managing complex client escalations to rapid resolution while consistently meeting and exceeding established operational KPIs. • Spearheaded Continuous Service Improvement (CSI) initiatives, partnering directly with onshore technical teams to ideate, build, and deploy infrastructure enhancements that elevated overall service quality. • Managed strategic vendor relationships with enterprise hosting providers (including Verizon, Rackspace, and Incapsula), effectively negotiating infrastructure resolutions and optimizing third-party service delivery.

Associate Software Engineer at Tech Mahindra, Jul 2013 - May 2015 · 1 yr 11 mos, Greater Bengaluru Area, • Started Work in Project Nestle DSU as L2 specialist. DSU is responsible for all of Nestle's digital applications, both web and mobile and this included their Corporate, Brand and E-commerce sites. • Involved with the Microsoft Based Applications which included ASP.NET, IIS 6 and 7.5, SQL Server, Active Directory, SharePoint and MCMS technologies. • Handled all the production websites and as a team were involved with the maintenance and support of these live sites. • Resolving any issues that might arise with the live websites, and also resolving, advising the Markets on the issues with their staging(test) environments. • Deploying and publishing contents from the staging to the live environment, executing database operations on both environments.

Quality Analyst at IV Support Technologies, Nov 2012 - Jan 2013 · 3 mos, Greater Chennai Area, Quality check of all the email/chat conversations of the support process.

Education

Bachelor of Engineering (B.E.), Electronics and Communication Engineering, Anna University Chennai