India
Customer & Partner Success professional with 12+ years of experience driving measurable value across SaaS, AI-driven platforms, and Enterprise IT. I’ve worked with Microsoft, Zscaler, and Nexthink to help global enterprises adopt technology, accelerate ROI, and transform user experiences. My strength lies in combining technical depth with empathy and executive alignment—translating business objectives into customer outcomes. I’ve enabled service desks to save 10,000+ human hours annually, scaled digital adoption programs, and delivered 7-figure value outcomes for enterprise clients. Currently exploring opportunities to partner with organizations on scaling Customer Success, Partner Success, and Digital Transformation initiatives.
Enabled adoption of 50+ digital experience use cases across enterprise customers. Delivered 7-figure customer value outcomes through proactive success programs. Partnered with Service Desk teams to save 10,000+ human hours annually via automation. Built C-level alignment by translating IT data into clear business value stories.
Grew and managed a portfolio of over $5 million distributor and reseller partnerships across EMEA & US primarily, driving Nexthink solution adoption and joint revenue growth. Designed and delivered tailored enablement programs for partners, improving their ability to position and sell Nexthink solutions resulting in ~20% growth in use case deployments and value outcome documentation across partner accounts. Developed Value Outcome Documents across 18+ accounts, quantifying productivity gains and cost savings that directly supported renewal conversations and expansion deals. Served as the primary escalation and alignment point between partners and internal R&D, Marketing, and Operations teams, reducing resolution time and protecting customer retention. Tracked and analyzed partner KPIs and pipeline health across accounts, identifying upsell and renewal risks early and maintaining over 93% business retention. Hands-on experience leveraging AI-powered features within Nexthink's DEX platform to surface employee experience insights, enabling partners to deliver faster issue resolution and measurable outcomes for end customers.
Managed strategic enterprise accounts, achieving 95%+ renewal and upsell rates. Accelerated SaaS adoption across Security & Zero Trust solutions. Delivered executive business reviews with quantifiable ROI for CXOs.
• Worked with multiple issues in Live meeting, Lync 2010, Lync 2013 and SFB15 servers and clients and MS Teams. • Treated customer issues based on priority and exceeding expectations and ensuring customer satisfaction. • Mostly working on escalated cases (Both politically and technically) and ensuring to regain customer satisfaction and achieve resolution. • Going extra mile by not only resolving customer issues/queries but also providing additional information regarding issue and sharing relevant articles and educating customer in the process. • Maintaining great rapport with customer and always keeping them engaged and involved during troubleshooting stage. • Collaborates with multiple teams including product group if required during the issue and staying as POC for customer and driving the case by taking full ownership.
• Build own relationships with clients, acting as key point of contact wherever appropriate. • Share best practices and consulting to clients throughout duration of the project. • Produce weekly status report documenting project health and progress. • Moderate trainings that are provided to partners and ensure their satisfaction by conducting polls after the training. • Address customer concerns and queries in a timely and accurate manner. • Maintain complete and accurate customer data and share the requested reports with the management when required.
Onboarded and enabled partners on Microsoft solutions, driving adoption and accelerating time-to-productivity. Acted as primary relationship manager for partner queries, ensuring alignment between partner needs and Microsoft's go-to-market priorities.
• Assist with planning projects with the technical VP and Handle project documentation. • Prepare reports on project financial aspects and progress and manage and coordinate change activities. • As a consultant, we work closely with customer to derive their ERP Business requirement. • Installing, implementing, and configuring the ERP Systems product suite and its associated interfaces. • Since it was a small org in the middle east, the job responsibility also included cross functional engagement assisting the sales team with product demo and had exposure to pre-sales role. • Provide training/knowledge transfer to clients for technical and non-technical audiences in a classroom environment on different modules of the product and clarifying the queries of the audience • Onboard the end users and managers based on their product usage and act as their advocate in this phase. • Work with team to develop proposals that speaks to the client's needs, concerns, and objectives. • Working with internal groups such as support, development, and product marketing to provide feedback on customer enhancement requests and issues. • Providing post-implementation product support to all the customers and resolving their technical and administrative issues through remote support, phone, e-mail, and client visit. • Performing research on various recurring problems and assisting in finding the root cause. • We upskill ourselves with technical skills that helps us cover the modules that the customer has not bought and thus assisting in upselling of the product.
Led end-to-end ERP implementations across 8 modules, managing requirement gathering, onboarding, and end-user adoption for hospitality clients across MEA region. Executed onsite ERP implementations across Kenya, Tanzania, Bahrain, and Oman, delivering 5 successful go-lives within project timelines. Trained end-users across client sites (~30 per project), delivering classroom sessions and post-go-live support that reduced post-implementation issue resolution time. Contributed to project planning and financial tracking while identifying multi-module upsell opportunities, resulting in additional module adoptions across existing clients.