Padmesh H
Customer Success/Client Services
Bangalore
Summary
Customer Success professional with over 20 years experience primarily in Wellbeing, Learning &Development (L&D) and HR Services industries. Successfully handled Customer Success roles in both digital and physical service scenarios. Implemented Service Agreements and nurtured most of the onboarded clients into Key Accounts. Built and sustained excellent client relationships backed by good team and project management capabilities. Proven track record both as a team leader and individual contributor handling key accounts.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
Work History
Senior Associate, Implementation Services
Roundglass Wellbeing Pvt Ltd
Bangalore, India (Remote)
09.2018 - Current
- Accountable for providing onboarding and engagement services for corporate clients for Roundglass wellbeing app Living
- Personally managing client relations for high-stakes key accounts with more than 5000 addressable lives
- Led a team of Delivery Managers who were directly responsible to implement annual contracts signed-up by Sales
- Help Services lead define, create and implement Standard Operating Procedures (SoPs)for successful Services Implementation in collaboration with Sales, Product Engineering, Support and Marketing teams
- Try and achieve 100% corporate client onboarding within specified duration i.e, within 1 week of contract sign-off
- Promote product adoption and create initial adopter base of 20-30 percent of addressable lives(employees) at the onboarded corporate
- Plan and implement monthly user engagement plans based on wellbeing themes. Try and achieve intended wellbeing outcomes of reduced Stress & Anxiety, Mindfulness, Work-life balance, positive inter-personal relations, Sleep wellbeing, managing health conditions, Nutritional wellbeing etc.
- Analyze and improve key user metrics like registrations(sign-ups), Weekly Active Usage(WAU), Monthly Active Usage(MAU), days-to-onboard, consumption of key wellbeing features of Living, wellbeing minutes per user etc.
- Adhere to established procedures for client connects, monthly data reporting(internal & external), product demos, sign-up drives at client premises
- Mentoring team-mates as required for better performance by establishing well-set procedures, facilitating team skills enhancement, leading by example
Vice President - Client Services
Greenbooks Learning Solutions
Bangalore, India
11.2014 - 08.2018
- Strategize and execute client success plans, both short-term and long-termConsistently retained more than 80% of key clients on yearly basis
- Achieve superior service quality for about 300 training days per year
- Own P&L responsibility and operational efficiency for all Key Accounts
- Achieved 80 to 100 percent surge in annual revenue with critical Accounts
- Played key role in design and delivery of award winning program for a key client from Infrastructure industry
- Engage with diverse Fortune 500 clients from E-commerce, Automobile, BFSI, Publishing, Infrastructure and Retail sectors
- Build and sustain an ecosystem of committed and engaged service partners like facilitators, content specialists, technology specialists, subject matter experts, performing artists etc.
- Project Manage key initiatives with multi-disciplinary teams
Business Development and Client Services
Various L&D And HR Service Firms
Bangalore, India
12.2013 - 10.2014
- Accomplished task of creating market footprint for a new HR services firm in Bangalore market
- Set up processes for sales function and measured lead and lag indicators
- Managed an Outplacement project for a large MNC Pharma client, which helped in career transition of 170 displaced employees.
- Handled execution responsibility for key learning projects of client firms
Delivery & Client Partner
SHRM India Pvt Ltd
Bangalore, India
09.2011 - 11.2013
- Led nation-wide execution of SHRM India's campus-to-corporate program with institutions from all major geographies
- Facilitated Impact to about 4000 students through the programs and raised their levels of employability
- Built and nurtured pool of volunteer HR professionals who drove the skilling of emerging talent from client institutes
- Campaigned for SHRM's HR certification programs both with corporates and institutes
Education
Honors Diploma in PM & IR - Personnel Management And Industrial Relations
Madras School of Social Work
Chennai 06.2002 - 06.2004
Bachelor of Arts - Economics
University of Madras
Chennai 06.1991 - 06.1994
Skills
Client Servicing, Decision Making, Team Success, Data Analysis and Reporting, User Adoption & Engagement, Creating and Implementing Service SoPs
Personal Interests - Value Investing, Reading
Have gained life-changing insights and imbibed life-long financially beneficial practices by reading Warren Buffett, Robert Kiyosaki, Mark Douglas and Benjamin Graham.
Timeline
Senior Associate, Implementation Services
Roundglass Wellbeing Pvt Ltd
09.2018 - Current
Vice President - Client Services
Greenbooks Learning Solutions
11.2014 - 08.2018
Business Development and Client Services
Various L&D And HR Service Firms
12.2013 - 10.2014
Delivery & Client Partner
SHRM India Pvt Ltd
09.2011 - 11.2013
Honors Diploma in PM & IR - Personnel Management And Industrial Relations
Madras School of Social Work
06.2002 - 06.2004
Bachelor of Arts - Economics
University of Madras
06.1991 - 06.1994