Harsh Sinha

Customer Success Analytics team:

• Leading Customer Success Data Analytics and Engineering team to increase adoption and revenue for SaaS products
• Managing stakeholder expectations and streamlining work across CS Ops, Sales, Product team and Data analytics Engineering team using Agile Framework
• Created Value Realization metric and tools for VMware SaaS product
• Provides insight on different customer stages for the products
• Used by 90 distinct users per month from 7 distinct teams
• All users are above org level 3
• Worked on to identify a common customer granularity to merge different SaaS metrics such as ARR, ACVs, Credits etc
• One stop solution for the leadership to provide insight across all franchise
• 95% reduction in time to reach any actionable insight
• Developed ARR forecast Renewal logic and Model for multiple VMware Franchises
• This Model ensures that Customer Success Ops team is following the correct movement for a customer WoW (expansion, contraction, churn, or no change)
• Proactively follow-up with VMware Customers and renew their subscription
• Reduces On Demand uses and convert to long term subscription
• Worked with Sales team to identify the Dormant sales opportunities that can be converted as a revenue stream for a VMware product
• Opportunities for sales lead identified for 55M $
• Conversion of 10% MoM
• Used Tableau, SQL and Python for Data manipulation, models, and visualization
• Worked on to create a curated source for Executives to identify lead resource for VMware customers
• One-of-a-kind sources which significantly cut the time taken by executives to identify lead resources for VMware customers
• Also Utilized for performance review of the resources.

Project: Petroleum Retail Client (March 2019 – Sep 2021) :

• Leading a team of 3 to understand business requirements from on-sights and clients and develop solution for them
• Worked on churn model for multiple market using Machine Learning models such as Random Forest and SVM
• Worked on AWS components such as Sage maker, Glue, Redshift to define ETL process and create Machine Learning models
• Worked on designing campaigns for pre-segmented customers and target list creation using Statistical models
• Worked on multiple performance analysis to find out incremental margins acquired - Exploratory Data Analysis, generate and test hypothesis for various post campaign analysis, Customer behavior, POS analysis

Project: Hospitality Client (August 2018 - Feb 2019) :

• Understand the pain points of the client and work on different use cases to increase the overall customer footprints to increase overall revenue

• Targeting of customers who were most probable to buy the product in combination of the main product - Various Machine Learning methods for Customer segmentation using K-means, Hierarchical clustering for specific targeting for different product and logistic regression for most probabilistic customers for product usage

• Mapping the 3rd party data of customers to client’s data using fuzzy mapping, phonetic algorithm to get the detailed understanding of customers and perform personalized targeting

Project: Fortune 100 technological company - eServices (October 2015 - June 2017)

• Worked to optimize online support services and reduce operational costs by enhancing intuitive web self-service for customers
• Created a KPI, which helped Client to proactively take actions – KPI was the probability of the customers to contact customer support Created using Logistic Regressions.
• Used MLR to devise a way for proactively determining the roadblocks on the eServices website hindering customers to solve their technical issues online
• Provided a one stop solution - Cockpit for the clients to deep dive and take out actionable insights based on KPIs performance, predicted KPIs performance and predicted Website Roadblocks. Data manipulations were done using HIVE, SSIS and data visualization using R Shiny

Project: Fortune 100 retailer company - eCommerce (July 2017 - July 2018)

• Devise KPIs based on eCommerce company’s Inventory Assortment, Ease of Website navigation, Pricing and Logistics to enable the Fortune 100 eCommerce company gauge their performance against the eCommerce market leader
• Created a dashboard used daily by category managers and VPs to gauge the performance of the KPIs using HIVE and R-shiny