Anshul Omar
Bengaluru
Summary
Customer-centric executive with 15+ years of experience in strategic planning, data analysis, and process improvement. Experienced MBA focused on driving revenue growth, managing teams, and enhancing customer experiences. Skilled in leveraging customer feedback, fostering long-term relationships, and collaborating cross-functionally to deliver value, boost retention, and expand recurring revenue
Overview
19
19
years of professional experience
Work History
Director of Operations
Teachmint
12.2021 - Current
- Established the customer success team to track and manage the renewals for $5M in recurring revenue.
- Direct and manage the Enterprise & Government projects.
- Collaborate with finance and sales operations to define repeatable processes for identifying and tracking renewals and events.
- Implemented strategic cost management initiatives to reduce Project expenses by 5%.
- Implement strategic initiatives to generate repeat orders from 60% of existing customers.
- Defined and implemented customer heath matrix and customer churn risk and assessment to provide the business with more insight into customer needs to ensure long term retention
- Established a comprehensive training program for new hires that cut the on-boarding time by 40%.
Head of Customer Experience
Victory Dazzle Technology(subsidiary of JoYY Inc.)
03.2021 - 12.2021
- Managed a Global team for the onboaridng, strategy, and adoption of teachee Platform.
- On-boarded 50k+ educators for teachee.com including 800+ paid customers.
- Worked closely with the product teams in Singapore & Beijing for achieving product market fit.
- Introduced changes in on-boarding process & Growth Calls that increased the C-SAT by 20% and reduced churn by 10%.
Sr. Manager- Customer Success
UpGrad Campus (Impartus Innovations)
08.2015 - 03.2021
- On-boarded 20+ Big University/Institute Like IITD, Sharda, Galgotia, Shiv Nadar, BITS, Bennett, Allen, Adda247, and TataClassedge etc.
- Responsible for the retention and renewals of over $1.5M in SaaS ARR, including Enterprise accounts. Consistently hit 90% net Retention YoY.
Sr. Manager,
Tata Classedge
01.2012 - 08.2015
- Managed and overseen large operations team.
- Maintained Retention Rate above 95% & upsell revenue of over $50K/annually via Cross-sell & Up-sell.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
Sr. Manager
Pearson India
09.2010 - 12.2011
- Conducted and supervised product training and Employee development programs in South Asia.
- Achieved training budget goals through effective cost management.
Account Manager
Dell Technologies
09.2008 - 05.2010
- Trained the new hire on Dell products and sales skills.
- Maintained High customer satisfaction by providing product solutions and solving technical issues.
Sr. Trainer
Heromindmine
02.2006 - 07.2008
- Training, Vendor Impalement, coordinating with HR for interview requirements.
Education
MBA - Human Resources Management
NIIBMT
2011
Bachelor of Science -
Kanpur University
2005
Skills
- Strategic Leadership
- Customer Success
- Customer Experience Management
- SaaS Account management
- Team development
- Process improvement
- Project management
- Net Promotor Score
Accomplishments
- Customer Health: Developed a metric to proactively track customer health which improved customer retention from ~70% to over 85% in one year.
- Customer Success: Established Customer Success team responsible for tracking and management of $40M of recurring revenue
- Team Development: Expanded Engagement Management team by 70%, establishing a second US based office and expanding the global presence
- Process Improvement: Implemented project and resource management processes which led to 20% team utilization improvement
- Customer Growth: Grew a 1 person $300,000 contract to a team of 11 with a total annual contract value of $2.9M
Timeline
Director of Operations
Teachmint
12.2021 - Current
Head of Customer Experience
Victory Dazzle Technology(subsidiary of JoYY Inc.)
03.2021 - 12.2021
Sr. Manager- Customer Success
UpGrad Campus (Impartus Innovations)
08.2015 - 03.2021
Sr. Manager,
Tata Classedge
01.2012 - 08.2015
Sr. Manager
Pearson India
09.2010 - 12.2011
Account Manager
Dell Technologies
09.2008 - 05.2010
Sr. Trainer
Heromindmine
02.2006 - 07.2008
MBA - Human Resources Management
NIIBMT
Bachelor of Science -
Kanpur University
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