Anupam Gupta
Noida
Summary
Results-driven Engagement Manager with 5+ years of experience managing enterprise SaaS customers across onboarding, implementation, adoption, customer success, and executive stakeholder engagement. Proven ability to improve customer retention, increase product adoption, drive expansion opportunities, and lead cross-functional teams to deliver measurable business outcomes. Experienced in managing strategic enterprise BFSI accounts worth $1.5M+ ARR while consistently exceeding customer satisfaction and revenue goals.
Overview
1
1
Certification
5
5
years of professional experience
Work History
Engagement Manager
Yellow.ai
Bengaluru
09.2024 - Current
- Managing a portfolio of 8+ enterprise customers with annual recurring revenue (ARR) exceeding $1.5M.
- Increased customer retention from 90% to 97% through proactive engagement strategies.
- Achieved 105% renewal rate across managed accounts.
- Improved product adoption by 42%, leading to increased platform utilization across customer organizations.
- Led implementation programs for these enterprise customers, delivering 95% on-time project completion.
- Reduced implementation timelines by 30% by standardizing onboarding processes.
- Conducted executive business reviews with CXO stakeholders, uncovering expansion opportunities valued at $200K.
- Analyzed customer accounts to discover potential for expansion and upselling of products.
- Strengthened relationships with executive stakeholders to enhance collaboration and communication.
- Collaborated with Sales, Product, and Engineering to resolve critical escalations, reducing high-priority tickets.
- Managed team of 15+ software engineers and 1 associate engagement manager, ensuring project execution and optimizing resource allocation.
- Oversaw risk management processes and resolved executive escalations to maintain project continuity.
- Develop account success plans aligned to business objectives.
Senior Conversation Designer
Yellow.AI
04.2023 - Current
- Managed the full lifecycle of AI projects from requirements gathering to final implementation.
- Led CD-voice engagement for both deliveries & pre-sales POD, and for all high ARR and critical projects.
- Successfully managed and enhanced customer relationships by understanding their requirements and providing tailored solutions.
- Proven ability to design high-level flows, process diagrams, and experience mapping for both Voice and Chat Bots, in line with brand's voice, tone, user persona, and empathy.
- Ideated conversational behavior for Interactive Solutions Bots (Voice), foregrounding diverse client requirements and technical constraints.
- Research, research, and research, and learn everything along the way (This is constant irrespective of where I work).
- Worked on large, generic/ambiguous conversational use cases and shaped them into specific, well-defined, optimized conversational behaviour/experience.
- Interacted with client team to understand their brand, expectations, underlying business logics, dependencies and accordingly, design new flows, revamp existing ones based on requirement.
- Collaborated with cross functional teams (Developers, Business Analysts, NLP) in global working environment to implement smooth conversational experience for customer while simultaneously accommodating technical constraints.
- Leveraged conversational analytics to identify trends and gaps per use case, alter CD principles, provide these insights to Pre-sales teams to help them in pitches & SOWs.
- Helped Voice Product team to enhance product roadmap and maturity with respect to other Conversational AI Platforms through frequent check-ins and feature requests showing impact on conversational quality.
- Conducted Conversation Design workshops to stakeholders, cross teams and new recruits.
- Managed Voice CD team with projects and task allocation, peer-reviews, and brainstorm sessions. Also, assuming manager responsibilities in absence of my lead.
- Created Templates for various enterprises like Retail, ITSM, FMCG, Healthcare, HRMS etc.
Conversation Designer
Yellow.AI
09.2022 - 03.2023
- Produced user-friendly conversational flows for Voice and Chat Bots, in line with brand's voice, tone, user persona and empathy.
- Leveraged industry-best conversation design guidelines to craft experiences across various channels (Voice, WhatsApp, Instagram, PWA, Facebook Messenger, GBM, SMS, and more!).
- Responsible to create prototypes and call flow diagrams backed by practical research, industry data and trends, write persona aligned bot responses, and SSML tags creation for Voice bots.
- Collaborated closely with cross teams like product, delivery, and business owners to clarify processes and improve customer experience.
- Reported and analyzed AI's performance and user satisfaction.
- Periodically reviewed of existing flows, scripts, TTS, realtime production call to identify issues, and provide solutions such as grammatical accuracy, content optimization, new topics recommendation, focusing overall improvement in bot performance and user experience.
- Worked with prominent International and National Logos like Sephora, Randstad, Waste Connections, Union Bank of Philippines, Shell, BPCL, Sony, HDFC, Sony, Ajio, Meesho, Royal Enfield, Bajaj Allianz, Tata Capital, ICICI Bank, IDFC Bank, Louis Philippe, etc.
Conversation Design Analyst
Yellow.AI
05.2021 - 08.2022
- Applied industry-leading conversation design principles to create seamless experiences across multiple channels, including Voice, WhatsApp, Instagram, PWA, Facebook Messenger, GBM, SMS, and more.
- Designed and implemented user-centric conversational flows for Voice and Chat Bots, ensuring alignment with brand voice, tone, and user persona.
- Developed prototypes and call flow diagrams based on practical research, industry data, and trends. Created persona-aligned bot responses.
- Collaborated with cross-functional teams, including product, delivery, and business owners, to refine processes and enhance the overall customer experience.
- Monitored and analyzed AI performance and user satisfaction metrics, providing actionable insights for continuous improvement.
- Drove innovation by integrating feedback from user interactions to refine conversational designs and enhance user satisfaction.
Education
Bachelor of Science -
DBRAU
Agra05-2009
Higher Secondary -
Shri Ganesh Inter College
Kasganj01-2006
Skills
- Customer success and engagement
- Customer relationship management
- Project Management
- SaaS Implementations
- Customer Onboarding
- Adoption & Change Management
- Renewal Management
- Revenue Expansion
- Escalation Management
- Executive Business Reviews (EBRs)
- Cross-functional collaboration
- Analytical Skills
- Team leadership
- Effective communication
- Conversation Design Strategy
Accomplishments
- Achieved Yellow.AI Spotlight Award for outstanding performance and being proactive & responsible for year 2022.
- Awarded as Yellow.AI Star Performer Award for exceptional performance for year 2021.
Certification
- Hardskills | Global Business Skills
- Google | Foundations of Project Management
Cognigy Academy | Project Management for Conversational AI
- Microsoft | Customer Enagement & Relationship
- Coursera | Generative AI for Customer Success
Yellow.AI Cloud Platform Associate
Botsociety Certification - Conversation Design Course
Languages
English
Hindi
Timeline
Engagement Manager
Yellow.ai
09.2024 - Current
Senior Conversation Designer
Yellow.AI
04.2023 - Current
Conversation Designer
Yellow.AI
09.2022 - 03.2023
Conversation Design Analyst
Yellow.AI
05.2021 - 08.2022
Bachelor of Science -
DBRAU
Higher Secondary -
Shri Ganesh Inter College