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Ronjone G.

Product Director, CX & Revenue Operations Leader| VoCs | AI/ML predictive Churn | $50M+ Portfolio | 92% Retention (Churn risk customers)| Post-Sales Growth & Lifecycle Strategy | IIM Kozhikode

Bengaluru

17+ years of work experience

tellmystory.ai
Sep 20262 mosPresent

Remote

- Own product strategy and roadmap, partnering with the founder to shape product vision, prioritise initiatives, and define release scope. - Drive engineering delivery through clear priorities, stakeholder alignment, dependency management, and milestone tracking. - Translate business objectives and customer insights into actionable product requirements, user journeys, and acceptance criteria. - Drive hands-on product testing across development, alpha, and beta phases, diagnosing functional issues, implementing targeted fixes, and validating changes to strengthen product stability and usability. - Lead user acceptance testing and release readiness, prioritising defects, assessing acceptance criteria, and providing Go/No-Go recommendations. - Guide early customer onboarding, identify friction across the user journey, and turn feedback into prioritised product improvements.
Self-Employed
Mar 20268 mosPresent

Remote

- Supporting confidential advisory work across market-entry research and IT/customer-operations consulting. - Built market-entry and commercial-readiness frameworks covering channel/distributor planning, portfolio positioning, audit preparation, and GTM messaging. - Created customer-operations audit frameworks across VoC governance, retention signals, KPI cadence, escalation workflows, renewal-risk visibility, and lifecycle operating rhythm. - Developed service-positioning, website-content, and enquiry-readiness collateral for early-stage advisory conversations.
Momentive Software
Jan 20242 yrs 3 mosMar 2026

Pune District

• Own end-to-end VoC program across all 21 global brands, unifying customer feedback into a single enterprise framework. • Collaborated with the COO to strategize and unify all brands into a single Customer Success organization from scratch. • Designed a data-to-action flow: ensured Sales captured critical client data points → built a CSM playbook to operationalize them → created the Heal Desk program (from scratch) with automation & predictive analytics → enabled proactive churn detection and executed escalation plan & retention strategies that improved retention by 17%. • Boosted post-recovery NPS by 20–30 points: Driving measurable improvements in customer loyalty and EBITDA impact. • Amplified promoter engagement by 48%+: Developed Global escalation program, secured referrals, RACI charts, case studies, and insights through timely customer interactions. • Delivered $300k+ annual savings by revamping feedback operations and streamlining procurement processes. • Developed retention strategies leveraging promoter engagement, referrals, case studies, and detractor recovery. • Built executive-ready VoC dashboards to inform ELT/SLT decisions with customer sentiment analytics. • Designed Salesforce automation workflows and decision logic enabling proactive churn detection and structured retention execution.
Khoros
Oct 20221 yr 4 mosJan 2024

Bengaluru, Karnataka, India

- Schedule, organize, publicize, and facilitate membership meetings. - Support members in the development of the ERG mission by helping to organize member teams and coordinating work between member teams. - Work closely with the DEI Team. - Officially represent the ERG within Khoros.
Khoros
Jan 20222 yrs 1 moJan 2024

Bangalore Urban

Khoros
Jan 20221 yr 6 mosJun 2023

• PROGRAM RETENTION- Managing Multiple programs(Program Operations, Retention, HDTeam) • Lead and manage a talented and diverse group of program managers, strategy analysts and Customer Success Managers. • Deliver high-quality scalable systems in a timely and cost-effective manner. • Monitor throughout the day to ensure SLAs are being met • Retain, lead and mentor engineering talent to build a cohesive and powerful team. Technically be well-informed in the areas that the team is working in and guide the team to successfully implement the functionality. • Represent the organization well by interacting in a professional, courteous and positive manner with all clients. HEAL DESK PROGRAMS • Responsible for leading and managing teams who effectively support Khoros customers by providing exceptional day-to-day service inclusive of community engagement, analytics, content strategy and cultural relevance expertise • Manage Multiple programs(Program Operations, Retention, HDTeam, Migrations). • Work with the Strategic Services Operations team to help manage and direct business vision and operational excellence for Khoros Strategic Services. DCC-Enhancement Requests & UA Migrations • Handling DCC-Enhancement Requests & UAM(Unified Access Migration). Incharge of handling six product range (Marketing & CARE) from scratch to end. • End-to-end management of all projects. Lead, drove, facilitated, and chaired all investigation activities, meetings. • Perform root cause analysis using industry standard ITIL practices Responsible for both product strategy and product marketing. • This includes managing the product throughout the Product Lifecycle, gathering and prioritizing product and customer requirements, defining the product vision, and working closely with engineering, to deliver winning products. • Form collaborative action plans with specific actions, roles, and deadlines, and ensure these are completed.
Nov 200914 yrs 3 mosJan 2024

India

Vedic Death Metal Band Performed over 145+ gigs all over India. 5 piece band Own Compositions

Ronjone’s AI Stack

claude code
claude code
codex
codex
elevenlabs
elevenlabs
midjourney
midjourney
replit
replit
Supabase
Supabase

Education

Indian Institute of Management, Kozhikode

Executive MBA, Business Administration and Management, General

Indian Institute of Management, Kozhikode

20212 yrs2023

Bachelor of Engineering (B.E.), Computer Science

Dimat

20086 yrs2014

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Headline

Product Director, CX & Revenue Operations Leader| VoCs | AI/ML predictive Churn | $50M+ Portfolio | 92% Retention (Churn risk customers)| Post-Sales Growth & Lifecycle Strategy | IIM Kozhikode

About

Product, CX & Revenue Operations leader (10+ yrs) driving retention, expansion, and EBITDA impact. $50M+ portfolio | 92% retention Built and scaled post-sales revenue engines through lifecycle strategy, operating models, and automation. Strengths: Retention & expansion | Customer lifecycle | Automation | Cross-functional leadership Executive MBA (IIM Kozhikode) | Mentor | Be My Eyes volunteer Open to CX / Customer Success / Revenue leadership roles

Location

Bengaluru

AI stack

claude code

codex

elevenlabs

midjourney

replit

Supabase

Work experience

Product Director at tellmystory.ai, Sep 2026 - Present · 2 mos, Remote, - Own product strategy and roadmap, partnering with the founder to shape product vision, prioritise initiatives, and define release scope. - Drive engineering delivery through clear priorities, stakeholder alignment, dependency management, and milestone tracking. - Translate business objectives and customer insights into actionable product requirements, user journeys, and acceptance criteria. - Drive hands-on product testing across development, alpha, and beta phases, diagnosing functional issues, implementing targeted fixes, and validating changes to strengthen product stability and usability. - Lead user acceptance testing and release readiness, prioritising defects, assessing acceptance criteria, and providing Go/No-Go recommendations. - Guide early customer onboarding, identify friction across the user journey, and turn feedback into prioritised product improvements.

Independent Consultant – Product Director at Self-Employed, Mar 2026 - Present · 8 mos, Remote, - Supporting confidential advisory work across market-entry research and IT/customer-operations consulting. - Built market-entry and commercial-readiness frameworks covering channel/distributor planning, portfolio positioning, audit preparation, and GTM messaging. - Created customer-operations audit frameworks across VoC governance, retention signals, KPI cadence, escalation workflows, renewal-risk visibility, and lifecycle operating rhythm. - Developed service-positioning, website-content, and enquiry-readiness collateral for early-stage advisory conversations.

Program Director - VoC (Voice of the Customers) at Momentive Software, Jan 2024 - Mar 2026 · 2 yrs 3 mos, Pune District, • Own end-to-end VoC program across all 21 global brands, unifying customer feedback into a single enterprise framework. • Collaborated with the COO to strategize and unify all brands into a single Customer Success organization from scratch. • Designed a data-to-action flow: ensured Sales captured critical client data points → built a CSM playbook to operationalize them → created the Heal Desk program (from scratch) with automation & predictive analytics → enabled proactive churn detection and executed escalation plan & retention strategies that improved retention by 17%. • Boosted post-recovery NPS by 20–30 points: Driving measurable improvements in customer loyalty and EBITDA impact. • Amplified promoter engagement by 48%+: Developed Global escalation program, secured referrals, RACI charts, case studies, and insights through timely customer interactions. • Delivered $300k+ annual savings by revamping feedback operations and streamlining procurement processes. • Developed retention strategies leveraging promoter engagement, referrals, case studies, and detractor recovery. • Built executive-ready VoC dashboards to inform ELT/SLT decisions with customer sentiment analytics. • Designed Salesforce automation workflows and decision logic enabling proactive churn detection and structured retention execution.

President - P.R.I.D.E ERG at Khoros, Oct 2022 - Jan 2024 · 1 yr 4 mos, Bengaluru, Karnataka, India, - Schedule, organize, publicize, and facilitate membership meetings. - Support members in the development of the ERG mission by helping to organize member teams and coordinating work between member teams. - Work closely with the DEI Team. - Officially represent the ERG within Khoros.

Manager, Customer Success at Khoros, Jan 2022 - Jan 2024 · 2 yrs 1 mo, Bangalore Urban

Manager - Customer Operations at Khoros, Jan 2022 - Jun 2023 · 1 yr 6 mos, • PROGRAM RETENTION- Managing Multiple programs(Program Operations, Retention, HDTeam) • Lead and manage a talented and diverse group of program managers, strategy analysts and Customer Success Managers. • Deliver high-quality scalable systems in a timely and cost-effective manner. • Monitor throughout the day to ensure SLAs are being met • Retain, lead and mentor engineering talent to build a cohesive and powerful team. Technically be well-informed in the areas that the team is working in and guide the team to successfully implement the functionality. • Represent the organization well by interacting in a professional, courteous and positive manner with all clients. HEAL DESK PROGRAMS • Responsible for leading and managing teams who effectively support Khoros customers by providing exceptional day-to-day service inclusive of community engagement, analytics, content strategy and cultural relevance expertise • Manage Multiple programs(Program Operations, Retention, HDTeam, Migrations). • Work with the Strategic Services Operations team to help manage and direct business vision and operational excellence for Khoros Strategic Services. DCC-Enhancement Requests & UA Migrations • Handling DCC-Enhancement Requests & UAM(Unified Access Migration). Incharge of handling six product range (Marketing & CARE) from scratch to end. • End-to-end management of all projects. Lead, drove, facilitated, and chaired all investigation activities, meetings. • Perform root cause analysis using industry standard ITIL practices Responsible for both product strategy and product marketing. • This includes managing the product throughout the Product Lifecycle, gathering and prioritizing product and customer requirements, defining the product vision, and working closely with engineering, to deliver winning products. • Form collaborative action plans with specific actions, roles, and deadlines, and ensure these are completed.

Lead Vocalist at WINGZ OF VAYRAAG, Nov 2009 - Jan 2024 · 14 yrs 3 mos, India, Vedic Death Metal Band Performed over 145+ gigs all over India. 5 piece band Own Compositions

Education

Executive MBA, Business Administration and Management, General, Indian Institute of Management, Kozhikode

Bachelor of Engineering (B.E.), Computer Science, Dimat