I help founder-led companies turn chaos into execution. Over 18+ years I have built and scaled customer success,support, operations,partnerships,enablement and cross-functional execution systems with measurable business impact.
This is my online CV. You can download a copy here
Chief of Staff (Apr 2024- )
ClientUp & Insider.Group – global leader in lead generation & marketing education
- Helped scale revenue from 100K to 700K MRR in 6 months.
- Built & managed t he support,sales & finance teams globally – creating processes and playbooks.
- Supported the CEO by keeping execution fast,accountability sharp and calling out whats not working.
Associate Director of Customer Experience (Nov 2022-Apr 2024)
Sprinto – global leader in the compliance automation
- Created & administered the employee enablement program that reduced Time-To-Productivity by 66% from 24 weeks to 08 weeks.
- Established the OKR system in the company. Achieved >90% of targets.
- Implemented G2 campaigns & achieved “Best Software 2024” by getting 807 G2 reviews, moving Sprinto up from #5 to #2 in global rank.
- Created data visibility into customer health, portfolios, etc that enabled managers to perform objective data-driven performance & deal reviews.
- Implemented an AI-powered chatbot that increased FCR by 231%.
- Revamped & standardized processes that increased customer onboarding capacity by 141%, from 34 to 82 customers per month and achieved a CSAT of 98.4% & an NPS of 67.
- Created various playbooks on Success, Support, Hiring & Operations.
- Built the Customer Support function from scratch & hired 08 Support Team members.
- Edited & published 200+ technical how-to articles to the Knowledge Base.
- Assisted in various cross-functional products across Sales, Product & HR.
VP Partnerships (2021-2022)
Greenmor – ecommerce-as-a-service (Meesho competitor)
- Responsible for setting up supply-side operations: sourcing, vendor onboarding, inventory management, logistics, compliance, etc.
- Built & managed an inventory of over 7,000 unique SKUs by finding and building relationships with over 150 vendors (manufacturers, traders, suppliers).
Director of Customer Success (2020-2021)
PaperShala – B2B SaaS selling online assessment software to corporates
- Responsible for growing recurring paying customers & setting up support team and function.
- Recruited & trained the support team and grew recurring paying customers by 8x.
Co-Founder & COO (2016-2020)
SkyFut – Jaipur’s first rooftop sports arena for playing box cricket & futsal.
- Responsible for the partnerships, operations, event planning and management.
- Grew to 2000+ customers & hosted 200+ events including RedBull.
- Pioneered this category in Tier-2 cities.
Head of Sales (2015-2016)
Vikram Energy – solar power plant installation & service agency.
- Helped set up the state’s first net-metered (bidirectional) solar-powered plant.
- Responsible for lead generation, executing marketing campaign and field sales. Generated over 4000+ leads.
Co-Founder (2012-2015)
KS Industries – pyrolysis plant producing oil & carbon black
- Responsible for multi-crore worth of procurement & inventory
- Helped state’s pollution control board to define the pollution control standards for the pyrolysis industry.
Business Unit Manager (2010-2012)
Chaaypani – chain of cafes that also introduced India’s first single-serve tea & coffee premises
- Responsible for building the in-house customer experience, providing support and building CSM team along with building brand awareness.
- Set up a centralized kitchen, food supply chain (packaging, storage, distribution). Also created various recipes for frozen snacks.
Customer Support Executive (2008-2010)
Landmark – India’s first eco-friendly water dispensers.
- Responsible for providing customer support to enterprise clients such as BlueStar, Voltas, Cadbury Schweppes, CocaCola, Usha Shriram & Rasna
EDUCATION
- Bachelors in English Literature & Psychology, ICFAI (2011)
- High School, Vidyaranya, Hyderabad (2006)