Vishal Arya
Summary
With 13 years of experience across technology and non-technology sectors, my role as Head - Customer Success/Senior Product Manager at Sumeru INC allows me to leverage my expertise in customer service, product management, relationship-building and tailored solutions for enterprise clients. I have successfully led ERP, CRM, and HRMS implementation projects, ensuring seamless integration and enhancing operational efficiency. My strong track record in managing complex business operations include, aligning business models to meet client requirements and driving product strategies that deliver impactful results.
Overview
15
15
years of professional experience
Work History
Head - Customer Success/Senior Product Manager
Sumeru INC
07.2022 - Current
- Built strong, lasting relationships with both mid-size companies and enterprise clients, achieving a 95% satisfaction rate through effective issue resolution and client engagement
- Acted as the primary client contact, resolving 95% of inquiries, concerns, and feedback within 24 hours, ensuring seamless client communication
- Led CRM implementation to enhance customer engagement, resulting in streamlined operations and a 34% increase in revenue within one year
- Monitored client usage and engagement, implementing targeted improvement plans that boosted overall client satisfaction by 15%
- Optimized the onboarding process for new clients, reducing time-to-value by 20% through personalized training and support
- Provided ongoing training and support, increasing client product utilization by 10%
Product Manager
Infionic India Pvt. Ltd.
04.2013 - 06.2022
- Managed ERP and CRM implementation projects for both mid-size companies and enterprise clients, ensuring successful integration with their existing systems and alignment with business objectives
- Led data-driven risk dashboards, improving management's decision-making accuracy by 25%
- Analyzed customer requirements and business data to tailor ERP solutions, accelerating deal closures by 15%
- Achieved double-digit growth in 'Electronic Lab Notebook' through data-based market analysis and expansion into untapped sectors like Healthcare, Pharmaceutical and Manufacturing companies
- Used data to forecast lead quality and optimize the sales cycle, boosting bid win rates by 10% and reducing process turnaround times by 22%
- Collaborated with the pre-sales team to build a data-driven bid management framework, improving the accuracy of proposals and winning 10% more bids year-over-year
- Analyzed post-implementation client data to assess solution performance, resulting in continuous improvements and a 18% increase in client retention rates
Project Manager
Infionic India Pvt. Ltd.
04.2016 - 03.2018
- Led end-to-end project execution, managing timelines, resources, and risks to ensure successful delivery of mission-critical solutions
- Coordinated cross-functional teams to implement technology solutions, consistently meeting project goals and deadlines
- Streamlined processes, reducing project delivery time by 15%
Business Analyst
Infionic India Pvt. Ltd.
04.2013 - 03.2016
- Conducted in-depth analysis of customer requirements, business processes, and operational data to develop insights that supported decision-making and process improvements
- Mapped customer needs to product features, enabling customized solution delivery and increasing client satisfaction by 20%
Analyst
ProSoft Cyberworld Group Inc.
11.2011 - 03.2013
- Published internal documents on infrastructure and processes, facilitating remote operations and streamlining staff onboarding
- Served as a Disaster Management Expert, ensuring seamless connectivity across locations in Canada, the USA, and India
- Promoted to Team Lead within a year due to strong performance, leading the team for four months
Education
B. Tech - Computer Science
JNTU
05.2011
Skills
- Client Relationship management
- Account management
- Presales
- Stakeholder Management
- Product management
- Process Re-Engineering
- Post Implementation Support
- Cross Functional Leadership
- Contracts/ Team Management
- Project management
- Delivery management
- Flexible and Adaptable
Certification
- Certified Salesforce Administrator
Affiliations and Social Engagements
- Facilitated more than 100 Art of Living programs for youth and government programs in Hyderabad and Bangalore, teaching more than 7500 individuals across various institutions.
- Volunteered as Director of Projects, Telangana - IAHV (International Association of Human Values). Liaised with state ministers and bureaucrats for various activities across Telangana state.
- Established 'Project Parivartan' to enhance infrastructure, curriculum and teacher training in rural government schools, resulting in an increase in student enrollment from 20 to 96.
- Led lake cleaning drives and free-plastic campaigns with the Greater Hyderabad Municipal Corporation for the past three years.
- Facilitated more than 60 free yoga and meditation camps for women and children.
- Awarded by the Government of Telangana for leading Women Empowerment initiatives, establishing a makeshift hospital and providing medical equipment for 28 public health centers during the COVID-19 pandemic.
Timeline
Head - Customer Success/Senior Product Manager
Sumeru INC
07.2022 - Current
Project Manager
Infionic India Pvt. Ltd.
04.2016 - 03.2018
Product Manager
Infionic India Pvt. Ltd.
04.2013 - 06.2022
Business Analyst
Infionic India Pvt. Ltd.
04.2013 - 03.2016
Analyst
ProSoft Cyberworld Group Inc.
11.2011 - 03.2013
B. Tech - Computer Science
JNTU