Rajeev Rajasekharan
Director-Customer Success
Bangalore
Summary
Customer Success Leader- Proficient in conceiving and building service-based solutions from the ground up with deep focus on driving recurring revenue by leveraging industry leading Customer Success practices
Overview
20
20
years of professional experience
3
3
Certifications
Work History
Director-Customer Success
Intel Technology India Pvt. Ltd/Intel Solutions and Services India Pvt Ltd.
08.2020 - Current
- Responsible for managing a 10 member team driving the customer experience and customer success for the Fleet Safety Software Services- Intel Onboard Fleet Services with a goal of driving operational efficiencies for commercial vehicle fleets in India with AI based Road Safety Technology
- Designed and executed Services across multiple verticals including Installation, Support, Onboarding, Training and Customer KPI Management
- Responsible for creation and execution of the ‘Customer Success’ Operating Model leveraging on WinningByDesign Blueprints
- Established the ‘Bow-Tie’ Model focusing on Customer Onboarding, Adoption and Expansion
- Pioneered the ‘Impact’ based model for Customer Success based on the foundational aspect of Subscription Services- Only Recurring Impact can drive Recurring Revenue
- Established Customer Success team as a Revenue Center
- Co-owned the Product Roadmap definition and execution strategies along with the Product Architects to ensure Product Roadmap was aligned to Customer Requirements and Feedback
- Delivered the seamless scale out of Intel Onboard Fleet Services to more than 2000 vehicles on the road
- Managed the Customer Experience and Success activities of close to 100 Customers across various domains like E-Commerce, Hazmat and Chemicals, Employee Transportation, State Transport Corporations
- Achieved a 40% increase in NDR(Net Dollar Retention) and a CSAT score of 90% by end of 2023 through the Customer Success Practices.
Senior Program/Product Manager
Intel Technology India Pvt. Ltd/Intel Solutions and Services India Pvt Ltd.
12.2018 - 08.2020
- Developed the Blueprint of the Intel Onboard Fleet Services Solution through progressive pilots and controlled trials leading to the definition of key customer requirements
- Responsible for driving the processes and operational requirements of the set up of the new Legal Entity-Intel Solutions and Services Private Limited which enabled Intel to run an INR based business and offer it directly to end customers
- Prepared the financial model for the solution to validate the profitability under different scenarios to ensure viability of the business
- Drove the engineering definition and execution of the MVP of the Intel Onboard Solution along with the deployment with early access customers
- Delivered the first major release of the Intel Onboard Fleet Services web solution developed on AWS with additional SaaS components including Mongo DB Atlas and Datadog
- Responsible for managing the Security reviews and approvals enabling the first production release
- Negotiated and finalized the contracts and agreement with the hardware and software vendors supporting the solution
- Responsible for working with hardware and software vendors, performing validation of the systems and solutions and documenting and finalizing Statements of Work with the vendors and partners
- Co-Owned evaluating and finalizing GTM(Go To Market) partners for the solution
- Evaluation included Financial, Technical, Operational parameters
- Responsible for driving the initial marketing activities and collateral development including the brand definition and driving the same through Intel Branding and Legal processes
- Owned validation and qualification of the tools for operational management of the business by identifying both internal and external options and taking shortlisted tools through the internal processes
- Responsible for the set-up of the operational pipeline for the solution including Subscription Management pipeline using Zoho Subscriptions, Invoicing using Zoho Invoice, Support using Zoho Desk
- Supported Business Development by delivering product pitches to 100+ customers and drove closure of deals with the early access customers.
Program Manager-AI and Data Science
Intel Technology India Pvt. Ltd/Intel Solutions and Services India Pvt Ltd.
11.2017 - 12.2018
- Led the program management efforts for the AI Center of Excellence(COE) in Intel IT, responsible for driving AI based solutions in the Supply Chain and Marketing Domain
- Worked with Business Teams to Identify, conceptualize and documented appropriate technical solution approaches for various business scenarios and challenges in Intel’s Supply Chain Domain
- Led the effort in developing solution related to Factory Shipment Optimization and Days of Inventory prediction for Factory Equipment Parts
- Functioned as a Data Scientist and led development and adoption of an end-to-end text analytics framework; articulated the value to different business groups and secured wins from multiple teams
- Conceptualized and executed the Metadata Analytics Management project using vendor tool Waterline; established end-to-end set up of tool from scratch within stipulated deadline of Nov’17
- Achieved reduction in misclassification of support tickets into the wrong service from 30% to less than 10% as well as also expected to reduce approx
- 5000-man hours of effort per annum
- Recognized for attaining 10 POC wins in the Text Analytics Domain and helped in converting 3 of them into production capabilities to be used actively by the business.
Project/Program Manager
Intel Technology India Pvt. Ltd/Intel Solutions and Services India Pvt Ltd.
06.2010 - 11.2017
- Supervised the project Enterprise Issue Management dealing with design, manufacturing and sales issues reported for Intel Product from 2013-2015
- Successfully administered a platform transition and streamlining for a UI Report Management Portal in 2016
- Led a team through transition change management of the tool involving more than 5000 users and varied business groups like Finance, HR, Product groups and IT; this enabled coverage of additional features apart from reports like metadata, business mapping and business glossaries
- Attained a cost saving of US$60,000 by delivering training to 265 IT employees and 1500 student hours as the Agile Coach across 9 classes in 2017
- Implemented Agile practices by serving as the point of contact for the Enterprise Data Portfolio (2016-17) working with 10 team across the portfolio as well as mentoring the team on agile practices and tools like Rally
- Established Rally project structure for the teams and shadowed the ramp up; led all the 10 teams to reach the prescribed level of maturity as called out in the IT charter for 2017.
Software Engineer
Intel Technology India Pvt. Ltd/Intel Solutions and Services India Pvt Ltd.
06.2004 - 05.2010
Education
Master of Computer Applications (MCA) -
PSG College of Technology, Coimbatore
Skills
Customer ExperienceCustomer SuccessProgram ManagementData Analytics
Staff Development
Business OperationsDomain Expert-Road Safety with ADAS and DMSBusiness Development
Product ManagementVerbal and Written Communication
Certification
Certificate Program in Big Data Analytics and Data Science from IIM-Bangalore (Aug’16-Jul’17)
Additional Information - Location
Bangalore, India
Professional Value Offered
Proficient in conceiving and building service-based solutions from the ground up with deep focus on driving recurring revenue by leveraging industry leading Customer Success practises.
Timeline
Director-Customer Success
Intel Technology India Pvt. Ltd/Intel Solutions and Services India Pvt Ltd.
08.2020 - Current
Senior Program/Product Manager
Intel Technology India Pvt. Ltd/Intel Solutions and Services India Pvt Ltd.
12.2018 - 08.2020
Program Manager-AI and Data Science
Intel Technology India Pvt. Ltd/Intel Solutions and Services India Pvt Ltd.
11.2017 - 12.2018
Project/Program Manager
Intel Technology India Pvt. Ltd/Intel Solutions and Services India Pvt Ltd.
06.2010 - 11.2017
Software Engineer
Intel Technology India Pvt. Ltd/Intel Solutions and Services India Pvt Ltd.
06.2004 - 05.2010
Master of Computer Applications (MCA) -
PSG College of Technology, Coimbatore