Sr. Director- Customer Success, Growth Accounts at Darwinbox
16 Years of Experience
Hyderabad, Telangana, India
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Not Available
17 years of industry experience with global organisations in Technology, Product, Services, and Consulting. Excelled in fast-paced start-up environments while building teams, systems, and processes for exponential growth. Co-founded Foyr, a series A funded company with an annual turnover of INR 30Cr. and a client base across 20 countries. Instrumental in strategic decision making, talent acquisition, and client engagement, while driving multiple core functions including marketing and branding. Delivered in Pan-India leadership roles in talent acquisition, campus relations and employment branding with Microsoft and Google. Worked extensively with the country’s top academia in attracting the best talent. Pivoted the internship program for Microsoft India while working with the business leaders to manage the program with the highest ever intake of interns (600+) across the country. A fast learner with a steep growth curve and an ability to deliver in a variety of roles with a proven track record of excelling in fast-paced dynamic environments and leadership roles. Skilled in handling teams across locations, with proven expertise in driving efficiency through high performing teams and process excellence.
Darwinbox, SaaS/Cloud Product, Information Technology & Services
Darwinbox
Darwinbox
Darwinbox, Darwinbox, Darwinbox, Foyr, Foyr, Microsoft, Microsoft, Google, Dell
Job Title : Sr. Director
Company name : Darwinbox
Period : April 2023 - Present
Location : Hyderabad, Telangana, India
Job Title : Director- Customer Success, Growth Accounts
Company name : Darwinbox
Period : June 2021 - April 2023
Summary : Set up the first CS team that operated across geographies. Built a team of 60+ team members handling a portfolio of 450+ clients across India, SEA, MENA and America.
Location : Hyderabad, Telangana, India
Job Title : Lead- Customer Experience
Company name : Darwinbox
Period : October 2019 - June 2021
Summary : Set up 'Customer Experience' as a function from ground zero including understanding the biggest client challenges, identifying success metric for CS as a function, creating a tracking and reporting mechanism for these metric and pivoting multiple initiatives to improve them. Owned the activity of setting the central support and response team for CS including building the team, researching and selecting the right CRM tool, setting up process, and running the function.
Location : Hyderabad Area, India
Job Title : Head- Delivery COE
Company name : Foyr
Period : May 2016 - May 2019
Summary : • Spearheaded the operations function for the last 3 years by developing systems and processes for client management and matrix driven delivery.
• Led the largest team (Operations and Delivery) at Foyr, fuelling 90% of the organization's total revenue of INR 18 Cr. – INR 20 Cr.; managing high performing, cross-functional, multi-location teams (in house and outsourced).
• Championed CSAT through client visits & calls, periodic CSAT surveys, identify reasons for detractors and strengthen promoters. Worked with the sales team to manage customer expectations during the sales cycle and product team to enhance the product experience.
Location : Hyderabad Area, India
Job Title : Head of Human Resources
Company name : Foyr
Period : June 2014 - April 2016
Summary : • Co-founded Foyr and built the employee base to 90% of its existing size within the first nine months while constantly identifying cost-efficient methods and partners for talent acquisition.
• Laid the foundation of organizational culture, values, and mission during the first year while playing a pivotal role in defining strategic goals and positioning. Created and set up the HR function complete with policy frameworks, legal compliance, and HRIS.
• Managed the marketing and PR verticals, including scouting for marketing firms to own and drive online and offline marketing. Also led press conferences, PR messaging and product launches.
Location : Hyderabad
Job Title : Lead, Campus Engagement and Internship
Company name : Microsoft
Period : January 2013 - May 2014
Summary : • Led the 'Internship Program' for Microsoft India and supported all the 6 business verticals in the country; spearheaded the program with an inflow of 600+ interns annually accounting for more than 40% of the organization's total hiring needs and 60% of university hiring.
• Built strong relations and developed the campus engagement program with the country’s top business and engineering schools to ensure coveted placement preference (Day 0/Day 1).
• Set up effective processes for handling high-volume recruitment during intern conversions and annual placements. Managed the intern season for two consecutive years with a turnaround of 600+ interns across 45 processes, five locations and six business units each year. Improved the intern conversion rate by 15% annually.
Job Title : One India Staffing- Project Lead
Company name : Microsoft
Period : August 2011 - January 2013
Summary : Managing a variety of activites from being the Subject Matter Expert (SME) for Customer Satisfaction (CSAT), running quality checks on the recruietment process, updating the Microsoft Career Site, HR process mapping to working on Staffing budgets. These are a few of the primary projects I handle.
Job Title : People Programs Specialist
Company name : Google
Period : March 2006 - August 2009
Summary : • Key member of the founding recruitment team (of 6) that hired the first 600 people for Google India over 18 months.
• Nominated to be a part of the global offer quality team to manage and audit offer quality across recruitment teams in APAC. Selected to this role as a result of consistent offer quality over three quarters with an error rate as low as 0.01%.
• Selected as one in the first batch of (two) people nominated for the global exchange program to work on “Best practices in International Hiring”; worked in the global HQ, at Mountain View, CA for 15 weeks.
• Promoted to lead the university relations team for People Programs, India; worked closely with the best colleges across the country to strengthen the employment brand for Google. Engaged in multiple branding and PR initiatives as a part of this role.
Location : Hyderabad Area, India
Job Title : Recruiting Specialist
Company name : Dell
Period : February 2004 - October 2005
Summary : • Part of the first recruiting team in Dell India. Worked with business leaders to understand hiring needs and identify vendor partners to support exponential growth.
• Owned all hiring needs for EMEA Sales, one of the three fastest-growing businesses in the organization and was awarded for exceptionally short ramp-up time; hired 350 people in a quarter followed by a total of 700 people in three quarters.
• Promoted twice in a span of 20 months for outstanding performance and strong positive feedback from internal stakeholders and business leaders.
NA
Hindi , Telugu
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