Shreeram Kulkarni
Pune
Summary
Customer Success Team Lead with 10+ years of overall experience and 3+ years in leadership roles, currently working at Demand Media BPM LLP. Expertise in managing end-to-end demand generation campaigns, client relationship management, and team leadership. Proven ability to handle client onboarding, retention, and campaign delivery with strong focus on SLA adherence and performance tracking. Skilled in cross-functional coordination, escalation management, and process improvement.
Overview
15
15
years of professional experience
Work History
Team Lead – Customer Success
Demand Media BPM LLP
Pune
04.2022 - Current
- Leading a Customer Success team to execute end-to-end demand generation campaigns
- Managed client communication, ensuring timely responses and fostering strong relationships
- Facilitated client onboarding, retention, and renewals with leadership support
- Oversaw campaign planning, execution, and performance tracking to drive campaign success
- Coordinating with sales, operations, and internal teams for smooth campaign delivery
- Monitoring KPIs, preparing performance reports, and productivity tracking
- Managing lead delivery uploads and client portal submissions within SLAs
- Handled client escalations and resolved critical issues to maintain client satisfaction
Customer Advocacy Executive
Facile Services Pvt. Ltd
Pune
01.2021 - 04.2022
- Managed and executed client campaigns end-to-end
- Delivered campaign outputs via email and client portals
- Resolved campaign-related issues and escalated concerns to management.
- Maintained consistent client communication and updates
- Coordinated with internal teams for campaign execution
Senior Executive
Vodafone VSSI (UK Process)
Pune
07.2018 - 08.2019
- Provided technical and billing support via web chat
- Resolved network, SIM, and handset-related issues
- Managed customer queries and ensured timely resolution
- Conducted follow-ups and collected customer feedback
Senior Associate
WNS Global Services
Pune
10.2015 - 03.2018
- Worked as SME (Subject Matter Expert) for web-form process
- Conducted OJT training for new joiners
- Handled technical tickets and supported process improvements
- Shared daily and weekly capacity and performance reports
Senior Associate
Wipro
Pune
04.2014 - 06.2015
- Processed US Bank freight invoices
- Coordinated with clients via email for issue resolution
- Prepared MIS reports and workload allocation plans
Back Office Executive
Bhagyashree Enterprises (LIC Agency)
Pune
08.2011 - 04.2014
- Managed cash and bank transactions Data
- Generated and submitted policy MIS reports
- Updated customer policy records
Education
HSC -
Maharashtra Board
Pune01-2007
SSC -
Maharashtra Board
PUNE01-2005
Bachelor of Computer Applications - Information Technology
Tilak Maharashtra University
PuneSkills
- Client success
- Client onboarding
- Escalation Handling
- SLA & KPI Management
- Campaign management
- Cross-functional Coordination
- Data analysis
- Team Leadership & Mentoring
- Communication & Stakeholder Management
Timeline
Team Lead – Customer Success
Demand Media BPM LLP
04.2022 - Current
Customer Advocacy Executive
Facile Services Pvt. Ltd
01.2021 - 04.2022
Senior Executive
Vodafone VSSI (UK Process)
07.2018 - 08.2019
Senior Associate
WNS Global Services
10.2015 - 03.2018
Senior Associate
Wipro
04.2014 - 06.2015
Back Office Executive
Bhagyashree Enterprises (LIC Agency)
08.2011 - 04.2014
HSC -
Maharashtra Board
SSC -
Maharashtra Board
Bachelor of Computer Applications - Information Technology
Tilak Maharashtra University