Tarun Thilak
Bangalore
Summary
Accomplished data driven leader with over 10 years of transformative operational leadership across diverse segments including development & GTM roles. My biggest strengths are identifying key operational levers that influence company objectives, and creating visibility, accountability, and a culture of continuous improvement & innovations to drive results.
Overview
17
17
years of professional experience
Work History
Senior Manager – Customer Success
Freshworks
03.2021
- Oversee a team comprising 28 CSMs and 3 Managers, directing efforts to provide top-tier consulting services aimed at maximizing our customers' return on investment from the product
- Spearheaded & delivered over 20 webinars focused on adoption & Growth
- Implemented optimal retention strategies that resulted in customer churn drop of over 5%
- Controlled churn from 1.36% to 1.14% in 2023
- Optimized Onboarding and customer journeys by deploying a customer success playbook
- Ensuring strategic implementations to drive product adoption and deeper customer connects
- Built a robust system to identify at risk customers through an Early Warning System and device an appropriate win back strategy.
Manager
Thomson Reuters
Bangalore
10.2009 - 03.2021
- Lead a team of 50 developers with 4 leaders to develop and deliver multiple real-time websites for a $600 million Web Business (SMB) & ensured increased retention YoY
- Resulted in achieving a retention target of 90%, simultaneously increasing the pre-existing benchmark of 78%; recognized for overachieving the target by 107%
- Managing project operations with key focus on defining KRAs, Standard Operating Procedures (SOP’s) as well as interacting with prestigious clients, business partners, industry leaders, vendors & other key stakeholders
- Coached, mentored and trained team members in order to improve their job performance.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Collaborated with other departments to ensure timely completion of projects within budget constraints.
Senior Process Analyst
Accenture
08.2005 - 10.2009
- Transition Management: Led the transition effort of multiple business-critical projects from clients such as BT UK to Accenture India
- This role comprised several project management aspects such as understanding project requirements, process documentation & localized training in concurrence with HR (client) teams
- Process Engineering: Handled intensive process documentation & analysis techniques such as SIPOC, FMEA & high-level process maps to ensure business stability and win client confidence for various projects
- Content Management: Designed, developed and executed several company-wide initiatives such as – the ASK HR database, an internal business unit website and a live-link repository for client documents, using a multitude of internal content management tools
- People Development: Trained & Mentored 4 team members on a range of IT tools including People Soft 8 and SAP HR.
Associate
Supersight Ceequence
06.2004 - 02.2005
Associate
Customer Broadcast
11.2003 - 06.2004
Education
Bachelors in Business Administration -
Madras University
01.2005
Skills
- Customer Relationship Management
- Program Management
- Delivery/Service Release Management
- Technology Planning
- Client Retention
- Stakeholder Management
- Project Life Cycle
- Customer Success Management (CSM)
- People Management
- Organizational Experience
- Strategic Planning
- Cross-Functional Communication
- Innovation management
- Operations Management
- Resource Allocation
Personal Bio
Ardent Traveler who strongly believes in a saying “the best stories are found between the pages of a passport”. Travel to explore places and immerse in new cultures. Passionate about road trips, motorcycles and always thirsty for adventures.
Other Projects Initiatives
- Councils (Location-Wide): A key member of the Location-Wide Customer council strategizing and driving initiatives that enhance Customer Experience across all businesses.
- Work with CSR picking the right activities and partners to create max impact.
- ICE – Innovation, Customer, Enterprise: Organized this marquee event from conceptualization and saw it through to fruition.
- Led several external marketing events such as road shows, “Family Days” and internal employee engagement activities to build awareness and improve traction between teams and the company as a whole.
Affiliations
- CSR - Worked with a school in a village for 3 years to help the kids get ready for the real world
- Travel Enthusiast
Timeline
Senior Manager – Customer Success
Freshworks
03.2021
Manager
Thomson Reuters
10.2009 - 03.2021
Senior Process Analyst
Accenture
08.2005 - 10.2009
Associate
Supersight Ceequence
06.2004 - 02.2005
Associate
Customer Broadcast
11.2003 - 06.2004
Bachelors in Business Administration -
Madras University
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