ANU JOHNCY
BDM & Delivery Head
Chennai,TN
Summary
Dynamic Account Growth and Customer Success professional with over 13 years of experience in managing enterprise client relationships and driving customer engagement across domestic and international markets. Expertise in developing strong client relationships, identifying business opportunities and supporting account expansion and renewals while effectively coordinating cross-functional teams to meet client needs. A solid foundation in stakeholder engagement, strategic partnerships, client onboarding, project transitions, operational planning and process improvement enhances the ability to deliver exceptional service. Proven track record of collaborating with senior stakeholders and international teams to strengthen relationships, elevate service delivery, and foster long-term account growth.
Overview
3
3
Languages
2
2
Certifications
13
13
years of professional experience
Work History
Business Development Manager
Sparshcorp Support Solutions Pvt. Ltd.
Chennai, Tamil Nadu
09.2025 - Current
- Identify and pursue new business opportunities across domestic and EMEA markets to support revenue growth.
- Develop and implement sales and account plans aligned with business growth and revenue objectives.
- Build and maintain relationships with clients and external stakeholders to identify opportunities for continued engagement and account expansion.
- Built and maintained relationships with clients and external stakeholders, identifying opportunities for continued engagement and account expansion.
- Coordinated internal teams, resources, and external stakeholders to ensure timely execution of client requirements, meeting quality standards and SLAs.
- Coordinate internal teams, resources, and external stakeholders to ensure timely execution of client requirements within defined quality standards and SLAs.
- Support end-to-end service delivery for enterprise clients, ensuring effective coordination from requirement understanding through execution.
- Identified process gaps and implemented workflow improvements to enhance operational efficiency and service quality.
- Identify process gaps and implement workflow improvements to improve operational efficiency and service quality.
Customer Success & Service Delivery Manager
Madras MindWorks Pvt. Ltd.
Chennai, Tamil Nadu
11.2022 - 08.2025
- Increased overall customer base by 70% and client engagement by 80% through strategic relationship management and consultative upselling.
- Supported account renewals and upselling opportunities through ongoing relationship management and consultative engagement.
- Identified opportunities to enhance client relationships and drive account growth through targeted consultative engagement.
- Managed key government and enterprise accounts, serving as the primary point of contact for client relationships, engagement, and ongoing service requirements.
- Managed relationships with key stakeholders, including senior external stakeholders and government bureaucrats, to support long-term engagement and satisfaction.
- Led client onboarding, training, project transitions, and stabilization activities to ensure successful product integration and utilization.
- Coordinated with internal teams and external stakeholders to ensure alignment of service processes with client and organizational goals.
- Generated operational reports on KPIs, revenue tracking, and customer engagement to inform business and account strategies.
- Prepared NDAs, contracts, business proposals, and software requirement specifications to support client engagements, partnerships, and business opportunities.
Service Delivery Team Leader
QuScient Technologies Pvt. Ltd.
Chennai, Tamil Nadu
06.2006 - 01.2015
- Managed client-facing service operations across voice and non-voice channels with focus on customer satisfaction and service quality.
- Managed end-to-end customer service operations for international clients and acted as the primary escalation point for overseas stakeholders.
- Coordinated client onboarding, project transitions, resource allocation, training, and stabilization to ensure seamless service delivery.
- Built and mentored high-performing teams supporting multiple international projects and client requirements.
- Coordinated client onboarding, project transitions, resource allocation, training, and stabilization activities.
- Implemented attrition-control and team-engagement initiatives to enhance service continuity and improve customer experience.
- Collaborated with internal teams and external stakeholders to resolve operational issues and uphold service commitments.
Technical Support Associate
Wipro BPO Solutions Ltd.
08.2004 - 05.2006
- Provided technical support in 24x7 operational environment to ensure uninterrupted service.
- Achieved first-call resolution and upheld customer satisfaction standards to enhance user experience.
- Facilitated training initiatives for new team members to accelerate onboarding.
Education
M.A. - International Studies
Stella Maris College
Chennai04-2022
B.Com -
University of Madras
Chennai06-2003
Skills
Enterprise account management
Revenue growth
Customer retention
Stakeholder engagement
Client engagement
Strategic Partnerships
Business development and planning
Relationship development
Customer service
Process improvement
Strategic business planning
Strategic partnerships
Team leadership
Negotiations
Certification
Soft Skills – NPTEL- IIT Roorkee
Timeline
Business Development Manager
Sparshcorp Support Solutions Pvt. Ltd.
09.2025 - Current
Customer Success & Service Delivery Manager
Madras MindWorks Pvt. Ltd.
11.2022 - 08.2025
Service Delivery Team Leader
QuScient Technologies Pvt. Ltd.
06.2006 - 01.2015
Technical Support Associate
Wipro BPO Solutions Ltd.
08.2004 - 05.2006
M.A. - International Studies
Stella Maris College
B.Com -
University of Madras