Anirudh Narasimhan

Results-driven Solution Architect with a proven track record of designing and implementing scalable AI-powered solutions that enhance customer experience, streamline workflows, and drive business efficiency. Experienced in leading cross-functional teams, collaborating with enterprise clients, and delivering robust automation and AI-driven integrations. Adept at solution design, API integrations, AI chatbot deployments, and data-driven decision-making.

• Designed and delivered CX solutions for 100+ enterprise clients, improving customer engagement, response times, and satisfaction metrics.

• Led Freshworks AI Chatbot implementations in the North America region, enhancing automation, customer interactions, and operational efficiency.

• Architected scalable integrations between enterprise systems (CRM, ERP, BI tools) and Freshworks products via APIs, ensuring seamless data flow and migration from legacy platforms.

• Led end-to-end solution delivery, from requirement gathering and design to implementation and testing, ensuring timely and high-quality outcomes.

• Implemented AI-driven automation strategies, leveraging Freshworks AI capabilities to optimize workflows and deliver personalized customer experiences.

• Conducted workshops and training sessions to improve customer adoption and maximize the value of implemented solutions.

• Managed a team of architects in delivering a high-impact project ahead of schedule, earning recognition from stakeholders.

• Leveraged data analytics to drive informed decision-making, leading to a 25% increase in service adoption.

• Collaborated with partners and regional teams to refine documentation and prioritize the product roadmap based on client feedback.

As the Lead for Professional Services at Freshworks, responsibilities included overseeing service delivery and ensuring alignment with client expectations. This role involved managing a team of professionals and coordinating with various departments to drive successful project outcomes

• Successfully led the implementation of a new project management framework that increased team efficiency by 40%
• Streamlined service delivery processes, resulting in a reduction of project turnaround time by 20%
• Established key performance indicators (KPIs) that improved team accountability and performance tracking
• Actively engaged with clients, resulting in a 15% improvement in customer retention rates

In the capacity of Senior Technical Account Manager, the focus was on nurturing client relationships and providing technical guidance. This role involved being the primary point of contact for clients, ensuring their technical needs were met, and facilitating solutions to enhance their use of Freshworks products

• Developed customized solutions for clients, leading to a 50% increase in product adoption across key accounts
• Provided hands-on support during critical project phases, directly contributing to a 95% customer satisfaction rate
• Conducted regular health checks and product training sessions, significantly reducing the number of support tickets
• Forged strong relationships with clients, resulting in numerous upsell opportunities that boosted revenue