San***ali

Software Implementation, Development Design and Programming, Project Management, Professional Services

SVP, Global Customer Support at Infor

• Location: United States
• Duration: 2024-09 to Present
• Description: Leading Support Transformation at Infor alongside great leadership and talented teams.

Advisory Board Member at CSM Practice

• Location: United States
• Duration: 2022-07 to Present
• Description:

SVP, Customer Success Engineering at Trellix

• Location: San Francisco Bay Area
• Duration: 2023-06 to 2023-10
• Description: Leads the global strategy and execution for Customer Success Engineering and Digital Transformation at Trellix (a $2B technology company leader in Cybersecurity), leading a team of 650+ employees globally, supporting over 40,000 customers (including nearly 80% of Fortune 500 companies). Leading the org enabling and accelerating the integration of two orgs(McAfee & FireEye) through a unified success strategy and support model, instilling customer first culture, implementing new systems, optimizing productivity, enabling AI/ML support models to bring in operational efficiencies, driving cross functional collaboration to improve SLA performance and fuel roadmaps, building SME COE, focus on learning, training & talent enablement, leading the change, and enabling revenue growth through monetization of support and success services.

Vice President, Global Customer Success & Technical Support, Transformation & Continuous Improvement at HERE Technologies

• Location: Moraga, California, United States
• Duration: 2020-06 to 2023-06
• Description: Accountable for end-to-end customer lifecycle to ensure success of customers for $1.2B technology company. Leads global strategy and execution for Customer Success, Onboarding & Technical Support. Led global team of 130+ employees in 22 countries. Challenged the status quo, busted silos and revitalized culture from inside-focused to customer-centric. Led cross-functional teams globally via transformative projects, enhancing employee engagement and creating huge business impact. Transformed support and services with a new operating model, monetizing support, services, and success, generating 2XXM+ Bookings and 6XM+ Revenue in just 3+ years. Revitalized Customer Support, Professional services and built Customer Success, generating XXXM incremental revenue streams. Professional services grew by XXXM. Introduced high-touch and digital CS models, and laid out Renewals management operating model for a 1.2B + annual revenue business.Expansion revenues grew by XXM in 1+yrs. Drove platform resiliency initiatives, in addition to setting up robust incident and escalation management. Worked extensively on Voice of Customer, Customer experience, operational efficiencies, data driven insights and resolution of systemic issues. Improved NPS, CSAT, CES, engagement, onboarding, retention and expansion rates. Improved SLA, digital engagement and support, improving self-serve through AI/ML technologies and SME COE. Pivoted culture from inside-out to customer focus, helping employees make the connection between their day-to-day work and the time to customer value. Collaborated with cross-functional teams across the globe through transformative projects to ensure employee engagement and positive impact to the business. Strong focus on upskilling and hiring great talent. Successful CS execution with the focus on entire post sales experience - engagement, onboarding and adoption, retention, renewal, and expansion. Delivered phenomenal results.

Head of Professional Services & Technical Support, North America at HERE Technologies

• Location: Berkeley, California
• Duration: 2018-10 to 2020-06
• Description: Led global strategy and execution for Professional Services and Technical Support. Professional Services 2.0: Restructured team into hub and spoke model. Increased focus on strategic accounts and a co-ideate/ co-design solutions delivery model as a lever to drive direct and indirect revenues. Service Portfolio Engineering: Build customer-driven solutions with compelling value propositions. Standardized service offers for scaled delivery. Pre-Sales Support: Deployed Technical Support Engineers in technical orientation sessions and demonstation processes to specify solutions that will help customers achieve their desired outcomes. Revenue Recognition: Worked closely with Finance and Accounting teams to define and execute the end-to-end service and support revenue forecast, as well as the timing of revenue recognition. Strategic Partner Engagement: End-to-end engagement with strategic partners to define and deliver solutions. Sold support plans and professional services to and through partners.