Nidhi Singh
Principal Product Manager
Hyderabad
Summary
Principal Product Manager with 17+ years of experience leading enterprise and platform products at global scale, spanning 0 to 1 incubation and 1 to N growth. Deep expertise in CRM and customer engagement platforms, with demonstrated impact across Financial Services, Manufacturing, Communications, and Healthcare. Known for setting long-term product vision, operating in high ambiguity, and aligning engineering, design, and GTM teams to deliver durable business outcomes. Currently focused on building autonomous, GenAI-powered agents that enable intelligent, predictable, real-time customer interactions across channels.
Overview
18
18
years of professional experience
Work History
PRINCIPAL PRODUCT MANAGER – CRM
Pegasystems
Hyderabad
10.2017 - Current
- Own the end-to-end product lifecycle across multiple Customer Service offerings, spanning market analysis, product strategy, development, launch, and customer support. Drive continuous product optimization grounded in customer and market insights, partnering closely with Sales, Marketing, and Operations to accelerate enterprise adoption and scale.
- Defined and scaled Pega’s Agentic Voice and Chat offerings, delivering highly predictable, workflow-driven AI agents across industries; currently partnering with early adopters to operationalize adoption patterns and create repeatable deployment playbooks.
- Set product direction and led execution for GenAI-powered Customer Service capabilities, including automated interaction summaries, intelligent transfer summaries, and agent & interaction scoring, being first GenAI capabilities to be implemented by clients.
- Re-architected the Customer Service implementation model, reducing implementation time by 80% and enabling production go-lives in under two weeks, materially improving time-to-value.
- Spearheaded the Field Service product portfolio within Pega’s Customer Service offering, delivering a net-new Field Service App Suite comprising a field executive mobile app and back-office scheduling and routing applications, driving enterprise adoption across Coca-Cola, Rolls-Royce Marine, Redflex, Google, and JELD-WEN.
- Established a centralized Application Control Panel, providing a single pane of glass for solution implementation, upgrades, architecture decisions, and telemetry-driven insights at scale.
- Embedded Pega Blueprint into the Customer Service platform, fundamentally compressing workflow design cycles and accelerating customer onboarding across industries.
SENIOR PRODUCT MANAGER - Enterprise Apps
Kony, Inc. (now part of Temenos)
05.2015 - 10.2017
- Co-owned multiple App Suites, pre-packaged enterprise applications with an opportunity value of ~$5M. Led market analysis, next-generation product definition, release planning, lifecycle management, and global launches, driving sustained product growth and adoption.
- Co-owned Field Sales and Field Service App portfolios, delivering pre-packaged Kony App Suites with seamless integration into legacy CRMs such as SAP and Salesforce, driving roadmap strategy, prioritization, and go-to-market readiness.
- Conceptualized and delivered offline-first mobile applications for field technicians, enabling successful onboarding of Engie, the largest Energy services provider in France.
- Built and scaled an integrated Field Service application suite—including Crew Supervisor, Workforce Planner, and Field Service applications—that onboarded two enterprise customers within a single year.
- Drove persona-based product design at scale, addressing professional workflow constraints and accessibility challenges across diverse user roles.
- Designed the first version of Kony’s Retail Loan Banking application, which is now part of the Temenos Retail Banking product portfolio.
CONSULTANT - SAP
Deloitte Consulting India Pvt. Ltd.
06.2008 - 04.2014
- Delivered large-scale, cross-industry technology and product initiatives spanning Hi-Tech, Consumer Goods, Energy, and Telecom.
- Built and launched a channel partner application for AMD, streamlining price-protection workflows and improving partner operational efficiency.
- Delivered a large-scale payment planning solution for Consumers Energy, successfully rolled out to 3M+ consumers.
- Launched a Service Delivery Innovation platform, driving a 20% reduction in overall project costs through process and delivery optimizations.
- Led cross-industry product initiatives spanning Hi-Tech, Consumer Goods, Energy, and Telecom industries.
Education
MBA - Marketing & Strategy
Indian School of Business
Hyderabad01.2015
Bachelor of Engineering (B.E.) - Electrical & Electronics
MIT
Manipal01.2008
Skills
Product Strategy & Vision
Enterprise & Platform Products
CRM & Customer Service Platforms
Field Service & Mobile Apps
GenAI, Agentic AI, Conversational AI
Workflow Automation & BPM
0 to 1 Product Incubation
1 to N Scaling
Cross-Functional Leadership
GTM Strategy & Enterprise Adoption
Design thinking
Roadmap planning
Competitive intelligence
Design thinking
Roadmap planning
Competitive intelligence
Timeline
PRINCIPAL PRODUCT MANAGER – CRM
Pegasystems
10.2017 - Current
SENIOR PRODUCT MANAGER - Enterprise Apps
Kony, Inc. (now part of Temenos)
05.2015 - 10.2017
CONSULTANT - SAP
Deloitte Consulting India Pvt. Ltd.
06.2008 - 04.2014
Bachelor of Engineering (B.E.) - Electrical & Electronics
MIT
MBA - Marketing & Strategy
Indian School of Business