Anand Sundaram
HCL Tech
Bangalore
20
years of professional experience
Customer Success and Scaled Renewals professional with extensive experience driving Renewals and retention, leading global teams, and optimizing renewal operations across Canada, North America, EMEA, GCC, and Africa. Proven success in exceeding retention targets, improving forecast accuracy, reducing churn, and scaling renewal programs through Salesforce-driven insights and cross-functional collaboration. Skilled in team leadership, customer engagement, pipeline management, and strategic planning within high-growth subscription environments.
Work History
Associate Manager - Renewals & Retentions
5 Years- Directed and mentored renewals representatives across Canada and USA, fostering performance accountability and achieving retention objectives.
- Designed and executed a comprehensive pilot program for renewals and retention, optimizing email workflows to surpass retention and conversion targets.
- Analyzed customer data and applied predictive models to identify at-risk accounts, successfully decreasing churn rates by 15% through targeted interventions.
- Executed renewal forecasting and optimized Salesforce pipeline processes to enhance visibility into opportunity status and identify potential churn risks.
- Facilitated alignment of customer needs with service offerings to drive cross-sell and upsell initiatives, enhancing revenue streams.
- Optimized renewal pipeline processes in Salesforce, ensuring precise forecasting and improved transparency in pipeline status.
- Engaged with sales support and customer success teams to effectively manage escalations, ensuring resolution within 24 to 48 hours to improve overall customer satisfaction.
- Assessed account performance and service utilization to identify potential risks and optimize retention efforts.
- Facilitated mentorship and development initiatives for over 30 team members globally, focusing on performance improvement and skill enhancement.
- Oversaw comprehensive hiring, onboarding, and training programs, ensuring certification compliance and process audits to enhance team performance.
- Engaged with cross-functional teams to optimize operational processes and drive key performance indicators for India team.
Business Development Manager
1 Year- Managed end-to-end execution of CISSP Cyber Security training programs in Namibia and Botswana.
Sales Manager
1 Year- Led a sales team of 15 executives to achieve ambitious targets.
- Developed and executed comprehensive sales and marketing strategies for assigned projects.
- Spearheaded sponsorship sales initiatives for Saudi Aramco events.
- Represented Eurasian during training sessions conducted in Seychelles.
Senior International Sales Executive
1 Year 1 Month- Managed end-to-end coordination and client onboarding for IT training subscriptions, including live and recorded programs, ensuring seamless delivery across Cloud Computing, Cyber Security, and Computer System Validation.
International Sales Executive
2 Years 11 Months- Delivered consistent revenue of $15,000 per month by leading delegate acquisition, sponsorship coordination, and marketing for large-scale international IT conferences across GCC and Africa.
- Oversaw execution of high-impact global events across cloud computing, cybersecurity, big data, digital transformation, telecom, and smart government, ensuring strong participation and commercial success.
- Consistently secured $25,000 in monthly revenue, leading to approximately $300,000 in annual revenue through effective delegate acquisition and sponsorship sales for international IT conferences across GCC and Africa.
- Exhibited Fleming Gulf at worldwide training sessions in Russia, Ghana, Kenya, and Angola, solidifying brand recognition and increasing client interaction in international markets.
- Led comprehensive B2B sales efforts for international IT conferences throughout GCC and Africa, securing revenue through delegate recruitment and sponsorship opportunities.
- Established and upheld rapport with senior stakeholders including CIOs, CTOs, and enterprise leaders, promoting repeat business and enhancing long-term client partnerships.
- Amplified revenue from existing clients by encouraging multi-event involvement and upselling premium sponsorship and delegate packages.
- Engaged with marketing speakers and sponsors to adeptly implement large-scale international events within cloud computing, cybersecurity, and digital transformation fields.
Assistant Sales Manager
4 Years- Consistently secured $25,000 in monthly revenue, leading to approximately $300,000 in annual revenue through effective delegate acquisition and sponsorship sales for international IT conferences across GCC and Africa.
- Exhibited Fleming Gulf at worldwide training sessions in Russia, Ghana, Kenya, and Angola, solidifying brand recognition and increasing client interaction in international markets.
- Led comprehensive B2B sales efforts for international IT conferences throughout GCC and Africa, securing revenue through delegate recruitment and sponsorship opportunities.
- Established and upheld rapport with senior stakeholders including CIOs, CTOs, and enterprise leaders, promoting repeat business and enhancing long-term client partnerships.
- Amplified revenue from existing clients by encouraging multi-event involvement and upselling premium sponsorship and delegate packages.
- Engaged with marketing speakers and sponsors to adeptly implement large-scale international events within cloud computing, cybersecurity, and digital transformation fields.
Customer Service Officer
4 Years- Trained teammates on complex process aspects and provided on-the-job training for new inductees.
- Deputized for manager during absences, ensuring timely completion of process requirements and report submissions.
- Received recognition as best team player for outstanding performance in Collections.
- Implemented Shift Proposal to reduce attendance leakage and optimize workforce efficiency.
- Introduced Break Adherence strategy to consistently meet monthly targets.
- Developed initiatives to decrease Average Handle Time, enhancing overall productivity.
Collection Officer
8 Months- Employed multiple tracing techniques to gather personal information on customers with outstanding debts.
- Contacted customers regarding balances, negotiating payment terms and schedules.
- Minimized objections to payments by presenting customer-friendly options.
- Located debtors to assess payment status and arranged follow-ups.
- Negotiated payoff deadlines and structured payment plans for clients.
- Provided clients with various payment options to facilitate prompt repayment of balances.
- Collaborated with management and team members to enhance strategies for increasing repayment agreements.
Education
Bachelors of Commerce
Pre University
SSLC
Skills
Stakeholder engagement
Customer relationship leadership
Renewal strategy development
Sales forecasting
Salesforce CRM
Churn Mitigation
Revenue Protection
Cross-functional Collaboration
Team Leadership & Coaching
Customer Escalation Management
Strategic Planning
Operational Excellence
Accomplishments
- Achieved 80% outbound retention against a target of 65% and 30% inbound conversion against 25% by leading CRM-driven renewal transformation initiatives.
- Reduced customer churn by 15% through predictive risk scoring models and proactive retention strategies for at-risk accounts.
- Represented organization across Dubai, Russia, Seychelles, Ghana, Kenya and Angola, strengthening global client relationships and expanding business presence in international markets.
- Mentored and developed 30+ team members across North America, improving team performance, productivity, and workplace culture.
- Improved customer satisfaction by resolving escalations within 24-48 hours, enhancing overall CSAT and client experience.
- Conducted market research that identified a new target audience for the company's products.
Timeline
Associate Manager - Renewals & Retentions
HCL Tech
08.2020 - 08.2025Read More
Business Development Manager
International Research Networks Training Solutions
07.2019 - 07.2020Read More
Sales Manager
Eurasiayan
02.2018 - 02.2019Read More
Senior International Sales Executive
Netzealous
01.2017 - 02.2018Read More
International Sales Executive
IRN
01.2014 - 12.2016Read More
Assistant Sales Manager
Fleming Gulf
02.2010 - 02.2014Read More
Customer Service Officer
IBM
02.2006 - 02.2010Read More
Collection Officer
Repcol
05.2005 - 01.2006Read More
Maria Niketan High School
SSLC
Read More
St Aloysius PU College
Pre University
Read More
Kristu Jayanti College
Bachelors of Commerce
Read More