Summary
Overview
Work History
Education
Skills
Timeline
Generic
Disha Kumar

Disha Kumar

Bengaluru

Summary

Product leader with 7+ years of experience across startups and big tech, building consumer and B2B products. I transitioned from customer success to product management, driven by a strong problem-solving mindset and first-principles thinking.

Overview

8
8
years of professional experience

Work History

Product Manager (Tech Support), Customer Support

Salesforce
Bengaluru
01.2022 - Current
  • Product owner for Marketing Cloud (MC) support products, Customer Success Group (CSG), contributing to approximately 30% of renewal and new revenue. Designed features and capabilities to scale up and enable the marketing cloud onboarding of 500+ new customers into the platform.
  • Contributed to the launch of the MIAW (Messaging for In-App and Web) for enhanced pre-chat support and communications technology, adopted by approximately 80% of customers.
  • Designed and rolled out an operational product: CHAT support for MCE, a customer-focused communication tool that monitors customer usage and costs per tenant, resulting in a reduction of support cases by 26%.
  • Ideated, conceptualized, and delivered the customer success operational product. The tool monitors daily support cases and saves 500+ monthly man-hours spent in data aggregation.
  • Collected data, backed feedback from users, and launched a new dashboard feature that increased customer satisfaction and retention by 8% within 10 months.
  • Collaborated closely with partners, sales, pre-sales, engineering, design, and other cross-functional team members to help design, demonstrate, and deploy low-code solutions that address customer business problems.

Specialist, Digital Products,

Gartner
04.2021 - 12.2021
  • Prioritised user stories and drove Sprint planning, backlog grooming, client engagement demos, and other Agile ceremonies for a 4-member team.
  • Increased productivity by 20% by executing CI/CT projects with cross-functional teams in Europe and India.
  • Contributed to the launch of an automation testing tool, which reduced the GTM campaigns, communications effort by 30%.
  • Drove development of low-cost, high-impact features by presenting insights on key product drivers to the product team. Defined and managed product roadmaps for short-term (1-3 sprints), mid-term (1-2 quarters), and long-term (4+ quarters) planning, ensuring alignment with overall business strategy.

Product Associate,

Cvent
04.2019 - 04.2021
  • Demonstrated expertise in product-led growth strategies, Pre-Sales channels, and data-driven decision-making by developing and executing personalised B2B marketing campaigns aligned with sales, while conducting market research to optimise product positioning, strategy, and messaging across the sales pipeline.

Marketing Associate

Rachit Marketing
Kanpur
05.2017 - 04.2019
  • Executed comprehensive marketing campaigns across multiple sectors and channels, including email, social media, and digital advertising.
  • Organized promotional events to boost brand awareness in North India.
  • Managed accounts to strengthen client relationships and engagement.

Education

Executive, Product Management Certification -

Institute of Product Leadership
Bengaluru, KA
2023

MBA -

J. Institute of Management Studies
New Delhi, DL

Skills

  • Product management
  • Customer Support
  • Cross-functional collaboration
  • Stakeholder engagement
  • Product lifecycle management
  • Product vision and strategy

Timeline

Product Manager (Tech Support), Customer Support

Salesforce
01.2022 - Current

Specialist, Digital Products,

Gartner
04.2021 - 12.2021

Product Associate,

Cvent
04.2019 - 04.2021

Marketing Associate

Rachit Marketing
05.2017 - 04.2019

Executive, Product Management Certification -

Institute of Product Leadership

MBA -

J. Institute of Management Studies

Similar Profiles

CREATE PROFILE
Disha Kumar