Likitha Gopinath
Implementation Consultant
Chennai
Summary
Implementation and project delivery professional with 4+ years of experience leading end-to-end SaaS implementations and solution consulting for global enterprise and SMB customers across MEA, APAC, and North America. Proven track record delivering 25+ CRM, ITSM, and omnichannel implementations with 93% on-time go-live rate. Strong expertise in requirements gathering, solution architecture, stakeholder management, technical configuration, data migrations, system integrations, and customer enablement. Adept at translating complex business requirements into scalable technical solutions while managing project governance, risk mitigation, and cross-functional delivery teams.
Overview
5
5
years of professional experience
Work History
Strategic Program Manager
JumpCloud
09.2024 - Current
- Led 20+ strategic programs across 12 cross-functional teams including AI implementation, customer experience, operational efficiency, and cost optimization aligned to business OKRs
- Acted as liaison between US leadership and global teams (APAC, EMEA, Americas), coordinating dependencies, milestones, and communications across time zones for seamless execution
- Designed program governance frameworks, operating models, and business planning processes (OKRs, QBRs, budget tracking) that accelerated program turnaround by 30%
- Managed high-complexity program portfolios: defined scope, established governance, coordinated cross-functional workstreams (engineering, product, marketing, operations), and drove accountability through clear ownership
- Led AI adoption end-to-end: identified use cases, coordinated rollout across teams with varying maturity, developed training, and delivered 25%+ efficiency improvement
- Partnered with senior leadership on operating models, strategic roadmaps, and chief of staff support (business planning, QBRs, executive communications)
Implementation Manager
Freshworks
Chennai
07.2022 - 08.2024
- Led 25+ product implementations for global enterprise customers across MEA, APAC, and North America, achieving 93% on-time delivery on $50K-$200K projects
- Partnered with product/engineering teams to launch new CRM/ITSM features for global companies: conducted discovery workshops, documented requirements, and drove 85%+ user adoption within 30 days
- Coordinated cross-functional implementations with Sales, Product, Engineering, Marketing, Support, and external partners across multiple geographies, proactively resolving blockers
- Executed technical deliverables including data migrations (10K-500K records), REST API integrations, workflow automation, ensuring zero downtime and 100% data integrity
- Developed GTM enablement for partner implementations: created training materials, conducted sessions, established best practices that reduced implementation timelines by 20%
- Leveraged data analytics to optimize processes: analyzed engagement metrics, identified bottlenecks, and increased customer satisfaction scores from 4.2 to 4.7/5.0
Business Development Manager
Freshworks
Chennai
10.2020 - 06.2022
- Generated qualified pipeline through inbound and outbound prospecting via calls, emails, and LinkedIn, identifying decision-makers and business pain points to enhance engagement using Outreach, ZoomInfo, Lusha, and LinkedIn Sales Navigator.
- Partnered with Account Executives and Solution Engineers to support account-based strategies and ensure strong context handover for downstream implementation and customer success teams.
- Maintained lead tracking, activity updates, and pipeline reporting in Freshworks CRM, tailoring product messaging to align with prospect needs and industry verticals for improved relevance.
Education
Bachelor's In Technology -
SASTRA University
06.2020
Skills
Program Management Cross-Functional collaboration Risk & Dependency Management Agile Methodologies GTM Strategy & Execution Business Expansion Programs Portfolio Management AI Implementation Business Planning & OKRs Change Management Partnership Development & Management Stakeholder Engagement & Influence Program Governance & Operating Models Process Optimization & Scaling Effective communication Strategic thinking Attention to detail Data-Driven Decision Making Global Team Coordination Chief of Staff Responsibilities Operations Management Presentation creation & delivery
Technical skills & tools: JIRA Confluence Microsoft Project Postman SQL (basic) Google Analytics PowerBI Excel (Advanced) Data Visualization Salesforce HubSpot SaaS platform configuration Automation workflows Slack Google Workspace Microsoft Teams Zoom REST APIs System Integrations ITIL Framework Agile/Scrum
Extracurricular Activities
Enviromentalist | Certified Advanced Scuba Diver | Solo Traveller
Languages
- English
- Tamil
- Hindi
- Telugu
- Kannada
Accomplishments
True Friend of the Customer Award, Freshworks. Recognized for enabling a successful partner-led CRM implementation of Spark Plus, contributing to $84K ARR, and ensuring an on-time go-live. Awarded for strong customer advocacy, a deep understanding of CRM processes, and contributions to CRM foundation and certification content.
Timeline
Strategic Program Manager
JumpCloud
09.2024 - Current
Implementation Manager
Freshworks
07.2022 - 08.2024
Business Development Manager
Freshworks
10.2020 - 06.2022
Bachelor's In Technology -
SASTRA University