Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Annie Hugh

Annie Hugh

Global Head and Vice President
Gurugram,HR

Summary

With over 17 years of experience driving business growth and success across diverse industries, I have held key positions at renowned companies such as America Online, Wipro, OculusIT, Campus Consortium, Quicklaunch SSO, EVC Ventures, and Unifyed. Expertise spans ERP, CRM, IDaaS, IPaaS, SaaS, Mobile Apps, Portals, Student Information Systems, and AI-based technology companies, specializing in revenue growth. Pivotal role in propelling exponential growth at Goodera as Vice President, securing $10 million investment from esteemed investors including Elevation Capital, Zoom Ventures, Xto10X, Nexus Venture Partners, Omidyar Network, Binny Bansal, and others. Doubled revenue as Senior Vice President at Unifyed within 18 months from $4.67 million to $8.73 million. Achievements include maintaining exceptional 3% churn rate and securing all renewals across North America, EMEA, and APAC. Currently instrumental in building experience design and fostering partnerships with non-profits globally at Goodera while leading cross-functional team for strategic planning and implementation. Exceptional communication skills and deep understanding of corporate landscapes and next-generation workforce. Proven track record of translating strategic vision into tangible results by driving revenue, fostering strategic relationships, and embracing change. Valuable asset to any organization with key competencies including accountability, innovative thinking, and creative problem-solving.

Overview

19
19
years of professional experience
18
18
years of post-secondary education
7
7
Certifications

Work History

Global Head and Vice President

Goodera
4 2021 - Current
  • In my role as the Vice President and Global Head at Goodera, I lead the Sales function, driving revenue growth and customer success
  • I oversee Presales, crafting catalogues and experiences for stakeholders
  • I drive strategic partnerships, focusing on employee volunteerism and professional development I lead the development and execution of strategic partnership plans, including employee volunteerism, professional development, and individual/corporate giving
  • I also evaluate impact, identify areas for improvement, and ensure ongoing alignment with stakeholder needs.
  • I serve as the leader of a cross-functional team focused on strategic planning and implementation, working with Community Impact teams to identify nonprofit partner needs and create corresponding volunteer opportunities for corporate partners and individual employees
  • I build strategies that support the growth of partner affinity groups and Goodera's affinity networks, with a focus on diversity, equity, and inclusion (D&I).
  • I manage customized corporate partnerships focused on giving, employee engagement/professional development, and volunteerism, collaborating with the Strategic Initiatives team to maximize opportunities to obtain and renew corporate foundation support, increasing overall corporate revenue.
  • Currently, I am leading, strategizing, and growing Goodera's Global Volunteering initiatives and customer base
  • My responsibilities include onboarding SMB, Fortune 500 and 1000 companies to help them drive their CSR, philanthropy, and social impact derivatives, as well as expanding new and existing clients in over 100+ countries
  • I am part of Goodera's 0-1 journey to completion and part of the x to 10 x journey of the company's growth, responsible for revenue, retention and expansion, product adoption, customer experience, and customer success.

Senior Vice President

Unifyed
03.2018 - 04.2020
  • During my tenure as Senior Vice President at Unifyed, I oversaw the company's operational strategy, directing activities across the US and India
  • I managed comprehensive operations spanning Sales, Marketing Communications, Customer Success, Support Operations, Implementation, and Product
  • Collaborating closely with partners like SHI International | GSA, we leveraged plug-and-play networks to drive B2B software and professional services sales
  • Through innovative approaches such as emeetings, webinars, conferences, user groups, and targeted campaigns, we successfully penetrated the North American market segment, achieving remarkable growth and market expansion.
  • Within 1 year and 6 months under my leadership, my teams drove a remarkable Annual Recurring Revenue (ARR) growth from $4.67 million to $8.73 million, while exceeding set targets for two consecutive years across all product lines including CRM, ERP, SIS, Mobile App, IDAM/SSO, and Staff Augmentation services.
  • Furthermore, I planned and visualized customer-directed convergence to meet client budgetary needs with data analysis and tailored-fit solutions, showcasing return on investment
  • Analyzing competitor trends and marketing techniques, I gathered competitor analysis and end-user software utilization to market brands and issue whitepapers and comparison matrix, while hosting and coordinating events for Unifyed - Annual Conference & EDUCAUSE.

Vice President

Unifyed
04.2015 - 03.2018
  • As a leader of a team of 40 direct reports consisting of sales, marketing, customer success managers, team leads, lead generation executives, graphic designers, content writers, RFP writers, SEO, and SEM executives, I was responsible for driving growth and revenue
  • Through my leadership, I oversaw all phases of the sales cycle and identified investment opportunities and partnerships with commercial companies to resell software products via reseller agreements
  • I also cross-sold and up-sold products and services from various verticals, including Cloud Computing, custom product software, emergency notification apps, Single Sign-On, Identity and access management solutions, remote Infrastructure managed services, help-desk operations, ERP, CRM, and mobile solutions.
  • To maximize our product sales, I segmented prospects and existing clients and drove strategic business planning, budgeting, cost-benefit analysis, and competitor matrix
  • I also built brand ambassadors and identified advisory board members
  • Additionally, I managed the product roadmap through sales data, identified opportunities for enhancing the existing product via new technology, proof of concept partnerships, and managed development costs.
  • As part of my responsibilities, I managed product management operations, project/process management, process transitions, and business analysts for term clients
  • I ensured up-sell and participation from members on product user groups and webinars while maintaining clicks-and-mortar solutions without functional solutions
  • I also managed pricing sheets and analyzed scope for the Statement of Work to build additional top-line vis-a-vis RFP's, RFI, and RFQ's
  • My ability to maximize timely deliverables for real-time schemas enabled me to achieve our objectives effectively.

Sr Manager Sales - Cloud Hosting and Remote Infrastructure Managed Services

Unifyed
11.2014 - 04.2015
  • As a Sales Manager for Microsoft Office 365 migration services in North America, I was responsible for driving sales growth and closing deals for a range of migration services
  • Specifically, my focus was on providing Exchange to Office 365 mailbox migration, hybrid setup with ADFS, and fork lift upgrades from local data centers to Amazon Web Services.
  • Through my leadership and strategic approach to sales, I was able to close an impressive 17 deals per week, generating a total of $1.75 million in revenue within just six months
  • This significant achievement reflects my expertise in the area of cloud migration and my ability to effectively communicate the value of these services to customers.
  • In addition to my sales responsibilities, I also played a key role in developing and implementing strategies to optimize the migration process for clients
  • This included ensuring seamless integration with existing systems and managing the transition to new technology platforms.
  • Overall, my success in driving sales for Microsoft Office 365 migration services underscores my ability to deliver tangible results while providing exceptional customer service
  • By leveraging my knowledge of cloud migration technologies and my proven track record of driving growth, I can help companies achieve their migration goals and maximize the value of their investments in cloud technology.

Sr Manager Support Operations

Unifyed
03.2014 - 11.2014
  • As a Senior Manager of Operations, I have managed a team of 15 engineers and was responsible for handling incoming service requests, client escalations, SLA, and uptime for all production environments
  • I oversaw ticket dispatch and resolutions, ensuring timely Root Cause Analysis (RCA) on every escalated ticket and that necessary troubleshooting steps were applied to bring the production environment back online error-free
  • I also managed the SLA and uptime of Production Virtual Machines and monitored support hour utilization, reporting thresholds to existing clients to purchase additional hours.
  • To streamline troubleshooting and development efforts, I ensured that tickets that required additional hours beyond the current scope of work were mapped against professional services or custom scope by the development team
  • I managed a roster to provide 247365 support on all Priority or business failure tickets, ensuring maximum coverage.
  • In addition to my responsibilities, I reported any bug fix or patch that should be looked at on an immediate basis or next product release
  • I educated clients on upgrades and end-of-life versions of software and managed client escalations, ensuring that all issues were resolved in a timely and efficient manner
  • Under my leadership, the production environment remained stable, and the team consistently met SLA targets, delivering high-quality support to our clients.

Sr. Manager - Strategic Partnership and Initiatives

Unifyed
03.2012 - 03.2014
  • As a Senior Manager of Strategic Partnerships, I managed the top 60 revenue-based strategic accounts and transformed institutional public and private web technologies into a virtual one-stop service center by leveraging social networking, W3C usability standards, and on-demand support service technologies
  • By using Google Analytics, I identified user engagement and scope for upsell, handled all client communications, conflict resolution, and compliance on client deliverables and revenue.
  • Additionally, I reviewed all major deliverables to ensure quality standards and client expectations were met, and dealt with client issues efficiently, informing the Director of Account Management or Executive Director of any problems that arose.
  • I also owned the contract and contract renewals for new work with existing clients, approved change orders and invoices, and was responsible for payment collections
  • I worked closely with project teams to maintain a continuous knowledge of project status to identify potential issues and opportunities
  • Furthermore, I was aware of opportunities for account growth and new business, involving the Director of Relationship Management, Sales or Support, and communicated the client's goals and interests to the team.
  • I provided regular two-way communication between the client and team, effectively handled ticket dispatch, client escalations, and priority issues
  • I managed service boards, budgets, SLA reports, vendors, calendar management, scheduling meetings, and creating legal statement of works for sign-off from the member
  • My efforts drove up-sells on existing client accounts at $450,000 a quarter individually.

Lead - Client Servicing

American Express
05.2009 - 01.2012
  • As the Customer Relationship Management lead for American Express Interactive Services Unit, Technology, I was responsible for retaining clients, addressing specific queries related to the business and managing the registration process for new customers
  • I constantly monitored quality by remote and live barging to ensure that our services were delivered to the highest standards as a Resident Expert.
  • My role involved ensuring that agreed-upon customer service levels and performance metrics were achieved.
  • Using my multitasking skills, I provided technical support on Citrix-based software systems, website and financial accounting systems, and troubleshooted mobile apps and promotions for American Express
  • I excelled in website navigation and even designed training modules and PowerPoint presentations for new hires
  • I took pride in training new hires on process knowledge, updates, soft skill monitoring, and escalation calls.
  • My ability to deliver high-quality customer service, provide technical support, and multitask made me an invaluable member of the American Express Interactive Services Unit team
  • I was passionate about maintaining high standards, ensuring customer satisfaction, and driving results for the organization.

Senior Executive

Wipro
01.2006 - 02.2009
  • As a Senior Executive, I provided front-line support for US-based Internet Broadband user accounts, managing Customer Relationship Management for AOL Saves
  • My responsibilities included retaining clients, handling specific queries related to the business, and ensuring customer satisfaction.
  • I managed various tasks including filing, verifying, and establishing contact with respective internet users for inquiries on billing, disputes, fraud cases, processing payment requests, late fee charges, and financial adjustments while also providing semi-tech support
  • Additionally, I trained new recruits regarding the process and quality parameters and trained the associates regarding new products, process updates, voice, and accents.
  • As a leader, I analyzed the customer satisfaction survey and developed improvement plans for associates based on customer feedback
  • I also handled escalated and supervisor calls, ensuring that quality parameters and customer service levels were achieved.
  • Furthermore, I developed and implemented communication plans for consolidating operator service offices and customer contact offices, which helped employees transition and understand centralized operations
  • I also revised the publication production schedule, served as the editor of a fortnightly newsletter, Broadband Mint, and a weekly newsletter, AOL Tides
  • Additionally, I wrote and published articles for Wipro's "Let's Talk" magazine.
  • Overall, my role as a Senior Executive allowed me to provide exceptional front-line support to internet broadband users while also ensuring that the team was well-trained, and that customers were satisfied with the service provided.

Education

Bachelor of Arts - History Honours

Convent of Jesus And Mary, New Delhi
01.2003 - 04.2006

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Licenses & Certifications
01.1989 - 04.2003

Skills

Problem Solving

Certification

Media Studies - School Of Convergence

Timeline

Senior Vice President

Unifyed
03.2018 - 04.2020

Vice President

Unifyed
04.2015 - 03.2018

Sr Manager Sales - Cloud Hosting and Remote Infrastructure Managed Services

Unifyed
11.2014 - 04.2015

Sr Manager Support Operations

Unifyed
03.2014 - 11.2014

Sr. Manager - Strategic Partnership and Initiatives

Unifyed
03.2012 - 03.2014

Lead - Client Servicing

American Express
05.2009 - 01.2012

Senior Executive

Wipro
01.2006 - 02.2009

Bachelor of Arts - History Honours

Convent of Jesus And Mary, New Delhi
01.2003 - 04.2006

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Licenses & Certifications
01.1989 - 04.2003

Global Head and Vice President

Goodera
4 2021 - Current

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