KAVITA BERI
Livingston,NJ
Summary
Senior Professional Services leader with extensive experience in global service delivery, client management, and SaaS platform adoption. Recognized for building high-performing teams that consistently exceed customer satisfaction, revenue, and utilization targets while driving service expansion and retention across diverse industries.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Sr. Director Professional Services
Diligent
04.2016 - Current
- Chosen as a Change Agent for 3 consecutive years to collaborate with a diverse, high-performing team across Diligent, working to connect, contribute, and develop ideas for organizational success.
- Chosen as one of six company-wide Ambassadors for demonstrated performance excellence and commitment to company values, representing the organization during a one-month international engagement.
- Built, scaled, and led a high-performing global team of 60 professionals through strategic hiring, continuous mentoring, and targeted training—consistently exceeding CSAT, revenue, and utilization targets.
- Achieved expansion and retention goals in Professional Services for 2 consecutive years, contributing over $2M in expansions in 2025.
- Manage a portfolio of 600+ clients across multiple industries.
- Provide executive oversight and serve as a trusted advisor to strategic customers, delivering solutions that accelerate time-to-value and reduce churn risk.
- Act as the customer advocate internally, aligning the company’s value proposition with client needs to drive satisfaction and long-term loyalty.
- Establish and scale standardized delivery methodologies and tools across global teams, ensuring consistency and adherence.
- Design and maintain executive dashboards to monitor business performance and alignment with strategic goals.
- Manage and present financial performance, revenue forecasts, and service delivery updates to senior leadership.
- Develop forecasting models based on sales pipeline data to optimize current and future capacity planning.
- Partner with Sales to structure deals that maintain or improve attach rates.
- Define standard terms of service for software offerings to set clear expectations during the sales cycle and enable rapid post-sale value realization.
- Streamlined processes and team structures to align operations with company objectives for expansion and retention.
- Collaborate with product marketing, product management, product engineering, solutions consulting, pre-sales and sales to create customer engagement model across the entire customer lifecycle.
- Communicate market insights and customer feedback to product teams to inform product roadmap.
- Partner with sales and presales on scoping, Statements of Work (SOW), business proposals, RFP responses and deal structuring.
- Provide guidance on custom solutions and lead Proof of Concept (POC) development for large and complex clients.
- Partner with sales, Customer Success and Support teams to streamline hand off process.
- Work with sales and service delivery partners to define and execute service delivery models.
- Translate company vision into clear Professional Services strategy and execution.
- Build and lead a global team of 60+ professionals including Directors, Managers, and Implementation Specialist and foster a culture of accountability through clearly defined roles, responsibilities, and performance expectations across all levels.
- Established competency matrices and scalable training programs, enhancing continuous capability development and driving measurable improvements in performance excellence.
Engagement Manager, Service Delivery
Logical Design Solutions
11.2014 - 03.2016
- Managed a $20M Employee experience enterprise transformation program for a Fortune 100 global bank.
- Engaged senior stakeholders and organized steering committee meetings to ensure strategic alignment and review progress against future roadmap.
- Established P&L, governance models, and communication plans to facilitate effective program execution.
- Oversaw the PMO office, creating and managing project artifacts (integrated project plans, WBS, resource and risk management plans, etc.).
- Facilitate executive level interviews during inception and elaboration phase.
- Created transition plans and operational governance procedures to ensure smooth transition to BAU state.
- Work closely with client’s technology group to communicate the solution design principles and business objectives and monitor the progress through design and development.
Program Director
Hexaware Technologies
12.2011 - 10.2014
- Grew portfolio from $13M to $18M, including securing a large transformation program for a Fortune 100 insurance company.
- Grew portfolio from $13M to $18M by securing a large transformation program for Fortune 100 insurance company, enhancing service delivery capabilities.
- Directed P&L, governance structures, and engagement models for $18M annual program, ensuring alignment with strategic objectives.
- Instituted Lean initiatives, resulting in a 24% efficiency improvement in governance and operating models.
- Achieved 99.9% SLA compliance in the first quarter of restructuring service delivery operations.
- Established KPIs and monitoring mechanisms; created escalation procedures to ensure continuous performance improvement.
- Institutionalized clients' ADM standards and achieved 99.8% compliance in the first month of engagement.
- Managed relationships with senior business and IT leadership; prepared executive dashboards and presentations for steering committee and stakeholder meetings.
- Managed MSA amendments and SOW negotiations.
IT Project Manager
Multiple
01.1995 - 12.2011
- Senior Project Manager at Weight Watchers International and Merck & Co.
- Delivery / Practice Head at Hexaware Technologies, India.
- Sr. Manager, HR Application Managed Services at Navisite Inc., India.
- Project and Product Manager at American Red Cross, Washington D.C.
- Multiple consulting engagements at BirlaSoft Ltd., Satyam Computer.
- Associate at Heidrick & Struggles.
- Consultant, Human Capital Services at PriceWaterhouseCoopers, India.
Education
Masters of Business Administration - Human Resources
Zicklin Business School
New York01-2002
Skills
- Project management
- Strategic planning
- Financial forecasting
- Client management
- Change management
- Stakeholder relations
- Operations management
- Service optimization
- Performance metrics
- Process optimization
- Team leadership
- Team collaboration
- Critical thinking
- Problem solving
- Conflict resolution
- Communication skills
Certification
CRISK CERTIFIED
Timeline
Sr. Director Professional Services
Diligent
04.2016 - Current
Engagement Manager, Service Delivery
Logical Design Solutions
11.2014 - 03.2016
Program Director
Hexaware Technologies
12.2011 - 10.2014
IT Project Manager
Multiple
01.1995 - 12.2011
Masters of Business Administration - Human Resources
Zicklin Business School