Pankaj Amesar

Role Overview:

Lead the Customer Success and Experience function, driving client value, strategic growth, and operational excellence; serve as the bridge between clients and internal teams to ensure delivery, adoption, and ongoing evolution of the Brandintelle platform.

Key Responsibilities:

• Customer Success & Growth: Lead QBRs, client reviews, and engagement planning; drive upsell and cross-sell aligned to goals and usage; build trust via proactive support, feedback handling, and stakeholder alignment.
• Product & Requirement Management: Capture requirements, document change requests, perform gap/impact analysis, write user stories and feature specs, communicate across Product, QA, and Engineering, and support customization planning and delivery.
• Project Delivery & Quality: Coordinate planning and execution with internal teams; manage daily stand-ups and sprint progress; validate releases through UAT; oversee deployments across QA, UAT, and Production; prepare and share release documentation with clients.
• Training and Onboarding: Deliver structured training for client and vendor teams; create FAQs, manuals, and how-to guides; ensure smooth onboarding and adoption across stakeholder groups.
• Client Support & Retention: Manage the support platform, monitor queries, and ensure timely, high-quality resolutions; represent the voice of the customer in roadmap and strategic forums.

Impact Highlights:

• Standardized UAT and release playbooks, reducing go-live defects, and improving auditability and stakeholder confidence.
• Built scalable enablement assets (FAQs, user manuals) to accelerate onboarding and reduce ticket volume/TAT.
• Drove predictable delivery by improving backlog grooming, sprint planning, and release readiness.

Clients served:

Hero Motocorp, Reckitt, GroupM, Dentsu Aegis, Carat, Vermillion, IPG, TVS Motors, Tata Motors, KRBL, Diageo, and Haleon.

• Conducted discovery and scoping, authoring PRD/BRD, user stories, SOPs, and release notes.
• Led sprint ceremonies and cross-team delivery to achieve targeted outcomes.
• Managed UAT and go-live readiness while overseeing releases across QA, UAT, and Production.
• Performed manual and white-box testing to ensure product quality before deployment.
• Coordinated deployments with engineering teams for predictable release schedules.
• Developed scalable enablement resources, including training materials, FAQs, and user manuals.

• Company Overview: Client: Ernst & Young LLP
• Supported up to 1,000 users across the network, hardware, desktop apps, and conferencing; maintained zero personal escalations through rapid resolutions.
• Standardized release and UAT playbooks, reducing go-live defects and improving auditability and stakeholder confidence.
• Established training and support assets that accelerated onboarding and reduced ticket volume and TAT.
• Client: Ernst & Young LLP