Saurabh Kirtani

Experience

• 

  Microsoft

  Jun 2014 - Apr 2017

  Technology Evangelist (Commercial Software Engineer)

  • Technology partner to customers - Designed and on-boarded their technology stack on Microsoft Azure to build great online products. - Delivered high quality technical engagements via multi-day coding hack fests with their engineering teams.• Speaker in 60+ conferences and developer meetups, including JSFoo, IoTNext, Open Source India, TechEd, PyCon - Built technical content to be delivered on-stage; snapshot of samples compiled at https://github.com/saurabhkirtani - Highly rated feedback across talks and workshops; cumulative attendee count ~8000 across all talks.• Identified among the top technical writers across worldwide Microsoft TEs for publishing 2 articles in external media.• Team lead for the developer community performance metric in FY17: - Achieved the highest developer Net Satisfaction score among worldwide Microsoft subsidiaries in FY17. - Collaborated with DX Marketing team to conceptualize and build the evangelism engine for Microsoft in India. - Led my 7-member team of Technology Evangelists to drive 100+ high-quality meetups and conferences; our team drove the change that Microsoft has been witnessing from the front seat!• Recognized as a ‘Key Talent’ in Microsoft (FY16); this is awarded to the top-performing employees each year. Show less

• 

  Indian School of Business

  Apr 2017 - Apr 2018

  MBA Student
• 

  MakeMyTrip

  May 2018 - Nov 2020

  Product Manager

  Chatbot• Build and manage an AI chatbot for customer support, capable of intelligently transferring a chat to humans based on true data-driven intelligence.• ~80% of the queries handled by bot, with the CSAT score at par with humans.• Spearheaded the full lifecycle of the product – from early-stage to growth to stability to expansion.• Implemented ~180 intents across the following domains: - Post-sales services for flight, hotel, bus, cab and train. - Growth services, such as referral program, MMT Black and Double Black loyalty programs.• Incorporated data-science heavy approaches to induce intelligence: - NLP Classifier for language understanding, trained by an in-house dataset of 1 lakh+ utterances - CSAT-Predictor Model to understand the health of the interaction at each step (based on historical data) and take proactive action during a live chat - More initiatives• Extended the platform to other chat-initiatives in the company, such as ‘chat with host’, ‘trip assistant’ and agent connect in sales funnels. Today, all chat experiences in MakeMyTrip are powered by this one underlying platform. Show less

• 

  Microsoft

  Nov 2020 - now

  Microsoft Teams | Education• Launched (and building) the School Connection app for parents in Microsoft Teams. It empowers parents and guardians to engage, support, and monitor their student's learning at school. Several schools have onboarded in the middle of the academic year. • Actively running the pilot (beta) program with 100+ schools located in different geographies around the world. Evangelizing School Connection across several external customer and partner meetings.• Represent feature crew in monthly VP product reviews. Partnered with Engineering, Design, Customer Support and Marketing for e2e plan and execution.Learn more at https://parent.microsoft.com/ Show less Microsoft Teams | Education• Led "Student Chat Safety in Edu" workstream, a major retention risk. Presented in several CVP forums to drive visibility, awareness and alignment across teams. • Delivered the top customer ask in unsupervised threads, which was earlier leading to several support cases per month and customer escalations. The solution led to zero customer escalations during Back To School season 2023.• Created the vision and FY24 roadmap for a new app targeting the parent persona. Drove alignment and enthusiasm with stakeholders across 3 cross-org teams. Secured SLT buy-in on the vision+roadmap, and make this a 'big bet' for Teams Edu. Microsoft Teams | SMB• Defined OKRs for SMB mobile space, and drove alignment with Redmond team. Drove contact card and Google contacts integration in Teams mobile app. Represented feature crew in several exec presentations.• Partnered with SMB Enquiries lead in India to come up with e2e feature for funneling users into Teams (free) mobileMicrosoft Teams | Activity Feed and Notifications (F&N)• Led F&N crew for a global project to address the top DSAT contributor to NPS in Teams. Tightly coupled to the unveiling of Teams in the Windows 11 release in 2021. • Lauded by both internal and external partners for exemplary planning and e2e execution.• Arrived at an MVP experience (in partnership with UX design and engineering) for the construct of 'follow-up' on activities in Teams.In-band promo in July 2021 Show less

  • Senior Product Manager

    Jul 2023 - now

  • Product Manager 2

    Nov 2020 - Jun 2023