Sumit Nair
Customer Experience Leader
San Jose,CA
Summary
Executive Customer Strategist and Leader Process Reengineering | Customer Experience | Strategy and Planning | Operational Efficiency Technically sophisticated and global business-savvy leader with 12 years of experience. Extensive experience in strategic planning, hands on business problems, design, execution, and leadership that support business systems strengthen organizational capabilities and enhance productivity. Expertise in executing customer relationship management techniques with excellent communication and interpersonal skills to secure client satisfaction and retention that maximizes ROI. Multi-tasking Leader well-known for creating positive workplace culture and high-performing teams. Demonstrated Artificial Intelligence implementation and support expertise, including competitive offerings, pricing, and market positioning. Strategic-thinking individual experienced in turning low-performing organizations into top revenue producers. Offering engaging and pleasant personality with expertise improving customer relationships.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
5
5
Languages
Work History
Sr. Director, Professional Services & Support
AISERA
Palo Alto, CA
10.2022 - Current
- Develop and implement Services and Support strategy that aligns with Aisera's business goals and objectives
- Defined process to grow Services organization for scale and profitability while growing team's utilization results through staffing, scheduling, development planning and performance management
- Lead and Manage complex AI implementations for enterprise as well as small business customers
- Orchestrated significant revenue increase from $18M to $38M by implementing streamlined processes, reducing customer implementation timescales, and enhancing overall operational efficiency
- Reduced overall implementation time from 17 weeks to 6 weeks end to end by optimizing and introducing new process
- Establish customer support system and team to support Aisera's growing customer base
- Implemented scalable support programs through technology to expand range of support operations to globally distributed teams.
- Drove revenue growth through successful market expansion strategies, identifying untapped markets and capitalizing on emerging trends.
- Championed continuous improvement initiatives to drive operational excellence within organization.
- Optimized project timelines by effectively delegating tasks and prioritizing workload among team members.
- Monitored and coordinated workflows to optimize resources.
Head of Global Customer Support & Operations
LIVERAMP
San Francisco, CA
11.2020 - 09.2022
- Leads strategy and execution for LiveRamp's customer support operations with a focus on streamlining and optimizing support processes to drive transformation while creating best-in class customer experience
- Instituted Global Support Hub in partnership with established technology service vendor to expand support footprint for LiveRamp
- Defined key metrics to measure support performance while overseeing budget for growth
- Introduced proactive support team to reduce overall churn by 5%
- Implemented proactive customer health monitoring via support health dashboards and scoring
- Drove customer excellence through escalations and communication across senior leadership and key stakeholders by identifying process changes and communication strategies
- Commenced LiveRamp University for ongoing customer education and coaching
- Enhanced training programs for customer on-boarding and support team readiness
- Implemented LiveRamp's first C1 initiative instilling Customer First Mentality for all employees.
- Learned and adapted quickly to new technology and software applications.
Director, Global Technical Support
XACTLY CORPORATION
San Jose, CA
07.2019 - 11.2020
- Strategize enterprise and upper-middle market systems and global technical support operations valued up to $125M; design and implement mission-critical systems controlling performances, deploy processes, and technology to realize support performance
- Direct team of up to 62 project managers, developers, and engineers
- Catalyzed for change management to optimize customer experience, productivity; analyzed operations
- Profitable Business Turnaround and improved organizational effectiveness
- Identified and Implemented Seamless Hands-Off Process for teams and clients
- Captured CSAT score to 97.4% - scaled and standardized support processes for product - tapped into QA data to see what agents' actions link to high CSAT
- Defined Strategy and Training Programs to make customers valued and respected
- Implemented Key Business Drivers to implement real-time access to customer service
- Achieved 99.9% Service - Level Agreements with business areas and operational level agreements
- Created and maintained continual improvement programs and projects to attain strategic objectives with Xactly customers and stakeholders
- Introduced NPS Survey and Proactive Customer Service tools to improve customer health and loyalty
- Reduced 5% of Customers at Risk Of Churning and contributed to ROI by empowering existing customers
- Developed Customer Health Dashboard to get visual representation of CRM data quality
- Determine key metrics and data analysis to meet business goals.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Drove business expansion by identifying new markets, conducting research, and developing targeted marketing campaigns.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
Sr. Manager, Global Technical Support
XACTLY CORPORATION
San Jose, CA
09.2018 - 07.2019
- Strategize enterprise and upper-middle market systems and global technical support operations valued up to $125M; design and implement mission-critical systems controlling performances, deploy processes, and technology to realize support performance
- Direct team of up to 62 project managers, developers, and engineers
- Catalyzed for change management to optimize customer experience, productivity; analyzed operations
- Profitable Business Turnaround and improved organizational effectiveness
- Identified and Implemented a Seamless Hands-Off Process for teams and clients
- Captured CSAT score to 97.4% - scaled and standardized support processes for product - tapped into QA data to see what agents' actions link to high CSAT
- Defined Strategy and Training Programs to make customers valued and respected
- Implemented Key Business Drivers to implement real-time access to customer service
- Achieved 99.9% Service - Level Agreements with business areas and operational level agreements
- Created and maintained continual improvement programs and projects to attain strategic objectives with Xactly customers and stakeholders
- Introduced NPS Survey and Proactive Customer Service tools to improve customer health and loyalty
- Reduced 5% of Customers at Risk Of Churning and contributed to ROI by empowering existing customers
- Developed Customer Health Dashboard to get a visual representation of CRM data quality
- Determine key metrics and data analysis to meet business goals.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Defined clear targets and objectives and communicated to other team members.
- Consistently met or exceeded annual performance targets set by senior leadership.
Manager, Integration Support
XACTLY CORPORATION
San Jose, CA
04.2016 - 09.2018
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Conducted competitive analysis to identify market trends and capitalize on emerging opportunities for growth.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Managed global integration team (US, UK and India)
- Helped Professional Services team to build incentive compensation plans and execute them
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Was promoted and moved to USA from India to manage Global Integration Team
Manager, Customer Support
XACTLY CORPORATION
Benguluru, India
03.2011 - 03.2016
- Accomplished multiple tasks within established timeframes.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Built support and integration team from scratch both in India and UK and managed teams in India and UK.
- Ensure customer support SLA are met and drive customer satisfaction.
- Improved CSAT from 89.4% to 97.3% in 2 quarters
- Implemented innovative marketing campaigns that boosted brand awareness and generated significant sales leads.
- On-boarded new employees with training and new hire documentation.
Education
Bachelor of Technology in Electronics & Communications Engineering - Electrical, Electronics And Communications Engineering
Uttar Pradesh Technical University
New Delhi 09.2006 - 06.2010
Skills
Technical Proficiency
Analytical Skills
Time management abilities
Relationship Building
Team Development
Strategic Planning
Team Leadership
Customer Relationship Management
Key Performance Indicators
Problem-Solving
Training and Development
Analytical Thinking
Key Success Drivers
- Customer Service Leadership
- Cross-Functional Collaboration
- Strategy & Planning
- Budgeting and Forecasting
- Change Management
- Leadership Development
- Talent Development
- Enterprise Scaling & Business Development
- Analytical
- Revenue Expansion
- Customer Support and Renewals
- Team Scaling
- Results Oriented
- Establish process
- Execution
- Customer Success
- Visionary
- Customer Advocacy
- Operations
Technical Repertoire
Software/Scripting, Python, SaaS, VBA, JavaScript, Unix Shell Scripts, Oracle, SQL Server, IBM Cognos, Pervasive SQL, Databases, Case Management, Report Writers, Salesforce Service Cloud
Executive Value
Known for building functional talent pools based on company operations and strategic needs.
Ability to motivate and gain trust from staff through personalized speaking style and subject matter expertise., Collaborate with C- level executives and align Data Science initiatives to company goals and
objectives with a triangular business focus, customers, revenues, future business, and overall strategic
direction., Developed the internal and external training university and customer onboarding programs -
provide technical leadership and project oversight to a highly utilized team of professionals, focus on
delivering high performance, Aligned the organization's resources/staff to capture the adaptive capability of
emerging marketing opportunities, raised efficiency, and improved morale by streamlining functions and
assigning tasks, Deliver customer service excellence to drive revenues, market growth, and
overall bottom-line performances; handle clients - need analysis to formulate business solutions that support
enterprise and mid-market clients' objectives. Drive engagement with internal stakeholders and consumers., Astute understanding of data analytics; develop a strategy to improve clients'
technology-enabled capabilities, save money, and enhance the business partnership.
Accomplishments
- Supervised team of124 staff members globally.
- Contributed in scaling Xactly Corp from Series C to IPO in 2015
- Orchestrated a significant revenue increase from $18M to $38M within 16 months at Aisera by implementing streamlined processes, reducing customer implementation timescales, and enhancing overall operational efficiency.
- Reduced 5% overall churn in 18 months by introducing proactive support team at Liveramp and rallying a customer first (C1) mentality across the board.
- Reduced the overall AI implementation time from 17 weeks to 6 weeks end to end onboarding by optimizing the process.
Certification
Generative AI for everyone
Timeline
AI Workflows
02-2024
Generative AI for everyone
01-2024
Sr. Director, Professional Services & Support
AISERA
10.2022 - Current
Head of Global Customer Support & Operations
LIVERAMP
11.2020 - 09.2022
Director, Global Technical Support
XACTLY CORPORATION
07.2019 - 11.2020
Sr. Manager, Global Technical Support
XACTLY CORPORATION
09.2018 - 07.2019
Manager, Integration Support
XACTLY CORPORATION
04.2016 - 09.2018
Manager, Customer Support
XACTLY CORPORATION
03.2011 - 03.2016
Bachelor of Technology in Electronics & Communications Engineering - Electrical, Electronics And Communications Engineering
Uttar Pradesh Technical University
09.2006 - 06.2010