Experience

• 

  Daksh e services

  May 2004 - Dec 2005

  Sr associate
• 

  Sparsh technologies

  Dec 2005 - Feb 2006

  Team lead

  My first step to a leadership role where i happened to learn a lot of pockets when it comes to delivery and people management. Technology was the heart of learning and how it can make human life easy when supplemented by human intelligence. Some key highlights and learnings while I was working in this role below.1. Had challenges developing a diverse team and failed miserably in the initial days2. Delivery was a challenge when you do not have the right skilled and trained people to do the job 3. You can have the best idea but wouldn't mean a thing if your people are unable to follow it4. Learnt to understand what is predictability in business 5. Started investing more time in people and their behavior to hire the right talent to do the job at hand6. Focus on mid to long term planning to scale the business from a PNL perspective Overall, this was a great learning experience, and i wouldn't complain, even though I was an below average leader when I started. Only to learn that to master this art it takes years and hence the investment and dedication is required to master this craft. And the journey started! Show less

• 

  Baxy infosol

  Feb 2006 - Apr 2007

  Team lead

  Was a journey where I happened to a learn a lot about travel industry.1. Was new to leadership and made a lot of mistakes only to learn that mistakes are a part of this journey2. Understood delivery in the true sense, up close 3. Numbers were the foundation and decision making were always based on numbers along with gut4. Started understand emotional intelligence when it came to people management

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  Impeccable solutions pvt. ltd

  May 2007 - Jun 2011

  Asst. manager

  Developed partnerships with over 18 third party support agencies by negotiating their use of SaaS solutions across the Impeccable platform including Tech Support Management, Server Tech support, Severity tier 1 support, Mobile support and Severity tier 2 support. Helped Impeccable become best in class amongst competition and establish itself as the most preferred SaaS support vendor in the Tech industry by closing partnerships with 18 out of the top 30 tech agencies.

• 

  Cvent

  Jul 2012 - now

  Supporting a dynamic group of Client Services leaders globally, a team of over 1100 with a revenue of over $600 M & Professional services revenue of over $50M- Integrating and Optimising business processes for Cvent's latest acquisitions- Digital customer support/customer learning/community- Client Success Strategy for Retention & Usage- Business Reporting, Quality & Client Training- Forecasting, Capacity planning & budgeting- CRM Management Supporting, administration on force.com platform Show less Leading and managing Customer success & Professional Services Management teams for the last 9+ years in the SaaS environment. My experience entails SAAS based event management product for event planners to sales and online network adoption for venues. From a reactive service for product enablement to a professional service environment which is proactive in nature, I have been a part of diversified roles of the Cvent eco system.Possess presentation skills to influence large crowds, strategy and vision selling along with a drive for professional excellence in diverse cultural environments while maintaining strong ethical and cultural values. Has always enjoyed the immense learning process of being mentored by some of the best known names in the industry and being blessed of leading highly capable and competent individuals.Strategy & Planning:-- Develop understanding of organizational strengths and value propositions to align the sales approach-- Proactively focus prospects in the identified markets to create opportunities with a defined go-to-market strategy -- Design relevant marketing campaigns to approach need markets in collaboration with the product development wing-- Monitor & regulate global & regional business trends to redirect business goals-- Effectively advise and influence the development of business needs, decision criteria, and creation of an ROI framework-- Utilize a structured approach to identifying and measuring the quality of potential new business initiatives-- Effective collaboration with the technology team to enable product enhancement basis customer experience & user testing-- Provide regular updates on current business standings through analytics & presentations-- Forecast market opportunities, challenges & propose business goals accordingly Show less Being an intrapreneur and a core member of the leadership team, I have closely seen the transformation of a $1 million startup into a top 10 SaaS player with a $1.5 billion USD listing on NYSE in 2013. The unique opportunity to be an integral part of the core group of a startup when cloud was nothing more than a concept to how it is an integral part of the technology revolution, has made my professional journey extremely augmenting. I have a proven track record of driving change, growth and transformation across multiple business lines.Talent Management:-- Build team through filling key positions consistent with organization objectives -- Outline KPIs & KRAs aligned to the business goal-- Create engaging training modules for new hire & reinforcement trainings-- Facilitate onboarding processes & train-the-trainer initiatives-- Develop performance review structure for monitoring, tracking & reviews-- Develop compelling incentive structure to foster optimized output from the team-- Provide on the job support on client cases & escalations-- Introduce quarterly development plans for the reporting managers focused towards people management & self-development-- Invest in stakeholder management for all internal team requirements-- Conduct annual performance review & associated financial appraisals Functional ManagementCost analysisMaximizing output by applying HPMT methodologiesChange ManagementProcess improvisationService ReadinessReporting & AnalyticsLearning & developmentManaging submission of Apps to google play store and iTunes storeManaging User acceptance TestingManaging market store notificationsForecasting and labor managementHiring & training Show less Team Management and Development:-- Create & monitor performance metrics for the team and ensure high level of performance-- Coach, mentor, provide feedback to enhance the skillset and productivity-- Identify, innovate and execute business ideas to improve service delivery and improve client retention ratio of the company-- Recruit, train & engage employees for optimized performance & retention-- Initiate, manage, take ownership of strategic dialogues with other teams, divisions on different areas of service management and delivery-- Facilitate annual appraisal process & be involved in the remuneration negotiations -- Draw up reports for the analysis of senior management and provide scheduled progress updates-- Deliver subject matter expertise on the client organization and initiatives and serve as a client advocateClient Management:-- Prioritise and identify important client targets based on objectives and strategic goals-- Outlining strategies for pursuing, retaining and growing the client base -- Conducting client reviews/business with teams to assess current state of affairs & the growing need patterns-- Anticipating market changes, product launches, competitive threats along with other game changer variables Change ManagementBuilding & scaling quality Service ReadinessTools, Technology & InfrastructureWork force Management - MISReporting & AnalyticsLearning & developmentProcess improvisationManaging submission of Apps to google play store and iTunes storeHiring & training Show less I have an exhilarating variety in my journey of delivering outstanding service to the end users product(s) along with establishing a team for global users, has helped me to acquire specialties as Project & Process Management/Improvement/Optimization, Customer Relationship Management, Team Management, Training, Operations Management and Leadership.Scaling up the workforce outputDriving client satisfactionDaily Management of service levelsChange ManagementBuilding & scaling quality Process improvisationManaging submission of Apps to google play store and iTunes storeHiring & training Show less

  • Director Professional Services & Client Success Support Global

    Aug 2021 - now

  • Sr Manager

    Jul 2017 - Jul 2021

  • Manager

    Jan 2016 - Jul 2017

  • Asst. Manager

    Jul 2014 - Jan 2016

  • Team Lead

    Jul 2012 - Jul 2014