Anand Kulkarni
Director At Customer Services And Success
Bangalore
Summary
Dynamic Engineering Graduate with over 20 years of diverse IT experience, excelling in roles from developer to leadership positions within Professional Services. Currently serving as Director at MetricStream, leading customer service and success delivery teams since 2013, while managing Professional Services business operations that encompass Strategic Account Management, Service Delivery, and Escalation Management. Expertise includes Enterprise SaaS implementation tailored to client needs, digital transformation initiatives, and GRC solutions across various industries such as BFSI, Manufacturing, Pharma, and Utilities. Proven track record of driving efficiency through AI adoption and process optimization, with a strong ability to translate business requirements into scalable solutions that yield measurable outcomes.
Overview
17
17
years of professional experience
3
3
Certifications
Work History
Director, Customer Services and Success
MetricStream
08.2021 - Current
- Accountable in Professional Services business, ensuring customer engagement and customer success, Software implementation, Support and Maintenance, Stability, user adoption, and upsells / business continuity.
- Managing and building service delivery teams for Europe region.
- Participate in monthly, quarterly and annual forecast/budgets and financial reporting.
- Managing Enterprise customers, bigger portfolio and multiple accounts.
- Overseeing and providing guidance to Partner implementations.
- Increase renewal rates, ensure billings, and reduce churn.
- Closely work with sales to provide inputs on implementation model and costing.
Program/Project Manager
MetricStream
09.2019 - 08.2021
- Provide inputs to Sales and Pre-Sales team during sales cycles from a Service Delivery point of view. Provide High level plans, Efforts, costing, and inputs to RFP responses.
- Taking customer feedback, suggestions constantly and discussing them with product and platform teams internally to ensure continuous improvement of the product.
- Writing Statement of Work, Onboarding project stakeholders, Project Kick off, detail planning, execution, and monitoring. Engaging customer through the implementation, providing regular updates to the Management.
- Ensuring focused delivery of new or enhanced products to improvement of customer satisfaction using technology.
- Typically involves extensive interaction with sales, systems engineering, product development, and other members of cross-functional teams.
- Understand customers objectives and requirements and ensure implementation is on track to meet them.
- Present, take command in meetings and deliver regular updates. Present both face-to-face and online to both small and large groups of business users and GRC Executives on a regular basis.
- Be the liaison between MetricStream teams and the client teams, in a fair and progressive way.
- Project management skills, rather than technical skills, are key, but a strong technical background is often required to manage competing interests.
- Typically oversees schedules and budgets to ensure goal attainment.
Senior Delivery Manager
MetricStream
10.2013 - 08.2019
- Closely monitored risks, dependencies, and constraints to offer timely resolutions for minimized project impact.
- Ensured realistic project processes were prepared and maintained, providing regular stakeholder updates.
- Managed life-cycle projects from Statement of Work to Logically Closing the Project or handing over to Support, ensuring successful delivery to specified project briefs.
- Accurately estimated costs, timescales, and resource needs to successfully deliver cost-effective projects.
- Have managed the multiple technology projects in Open systems, Oracle BRM and Mainframes Technologies with teams located in different geographies.
- Involved in Enhancements, Maintenance, Production support, Application Transition & Modernization projects from different verticals Telecom, Finance, and Insurance, Banking and Retail domains.
- Created/Reviewed SOW, WBS, Estimation, Budgeting, Project Sizing, Scheduling, Resource Planning, RACI, Root cause analysis and Audits.
- Skilled in building excellent rapport with team members and customers. Able to see the big picture, delegate effectively and motivate team members to achieve on time project completion.
Associate Project Manager
Mphasis India Pvt Ltd
09.2009 - 10.2013
- Leading Project implementation, software maintenance and support for customer projects.
- Managing technical, solution and quality assurance team.
- Responsible for delivering project on time and within allocated budget.
- Reporting progress of project to customers and internal management on regular basis.
- Risk registering, risk planning, risk mitigating.
- Project planning, execution, monitoring and closing.
Education
Bachelor of Engineering -
Karnataka University Dharwad
Karnataka, IndiaSkills
20 yrs of IT experience
12 Years in Project Management and program execution
SaaS, On and off Premises implementation
Expertise in Governance, Risk and Compliance application implementation, upgrades, & transformation
AI Adoption with Measurable Efficiency Gains
AI-Led Process Optimization & Automation
Managing project P&L, tracking and forecasting revenue
Problem-solving
Project management
Operations management
Team management
People management
Business development
Budget control
Relationship building
Decision-making
Strategic planning, Strategies and goals
Team building
Business planning
Staff management, Negotiation
Program management
Partnerships and alliances
Goal setting
Financial planning
Certification
Industry recognized project management certification – PMP, CSM, ITIL
Timeline
AI Trainings - Windsurf, Admin.AI, Claud.AI, Co-pilot, Chat GPT
01-2026
Director, Customer Services and Success
MetricStream
08.2021 - Current
Domain Certification - INS21, GRCP (OCEG)
04-2020
Program/Project Manager
MetricStream
09.2019 - 08.2021
Senior Delivery Manager
MetricStream
10.2013 - 08.2019
Industry recognized project management certification – PMP, CSM, ITIL
05-2013
Associate Project Manager
Mphasis India Pvt Ltd
09.2009 - 10.2013
Bachelor of Engineering -
Karnataka University Dharwad
PAST TECHNICAL EXPERIENCE
- Mphasis India Private Limited – 09/2009 to 02/2012
- Technical Lead in Mphasis, on IBM Mainframe Technology with CoolGen
- Australian Telecom customer
- Keane India Pvt Ltd – 04/2008 to 09/2009
- Technical Lead, IBM Mainframe Technology
- Worked for one of the known Insurance customers in USA
- LnT Infotech India Pvt Ltd – 01/2004 to 04/2008
- Mainframe Developer