Chinmay Raul

About Chinmay Raul

I began my career where things are loud, dusty, and real - factory floors, shop lines, 5S boards, and kaizen corners. That world taught me something priceless: if a process doesn’t work in reality, no software can save it.That lesson followed me into SaaS, ERP, and Enterprise transformation.Today, I work with global manufacturing teams to make technology behave the way good operations behave - clear flow, fewer surprises, and outcomes you can measure. A lot of my job is simplifying things that sound complicated: why projects stall, why systems get messy, why teams over-customise, and why adoption drops even when the software is great.Whether it’s SaaS, ERP, or the next wave of AI in operations, I like explaining things in plain language. No jargon. No consultant theatrics. Just clarity. If something isn’t working, I treat it the way I treated plant bottlenecks years ago - find what’s stuck, understand why, and unblock it.Over the years, I’ve realized transformation doesn’t fail because of technology. It fails when teams forget the basics. My work is mostly about bringing those basics back into the conversation.Curious about Operations, Customer Success, SaaS, and how AI can make enterprise systems simpler, faster, and a lot more human.

Experience

1. Senior Customer Success Manager

   QAD

   Mar 2025 — Present

   Manage strategic enterprise manufacturing and supply-chain accounts, guiding them through ERP adoption, issue resolution, and improved day-to-day operational usage.• Contributed to QAD’s companywide Get Well Plan initiative, working alongside leadership across Support, Services, Renewals, Product, and CS to stabilize at-risk accounts.• Identified early risk indicators, prepared structured recovery plans, and coordinated cross-functional actions to restore customer confidence and strengthen engagement.• Guided customers toward upgrade paths by positioning the value of the latest ERP release, helping multiple enterprise accounts align internally and commit to moving toward the new Champion AI-enabled version.• Identified upsell and cross-sell opportunities based on customer needs and aligned closely with Sales and Renewals teams to support positioning and value messaging.• Act as a dependable point of contact for customers, ensuring clear communication, timely follow-ups, and structured handling of escalations or complex scenarios.Key Achievements:• Played a key role in stabilizing multiple red accounts by resetting communication rhythms, improving cross-functional accountability, and restoring customer trust.• Contributed to companywide churn-recovery improvements through structured Get Well Plans, action tracking, and alignment with senior leadership.• Influenced several customers to consider or adopt the latest ERP release with Champion AI features by clearly articulating long-term value and upgrade benefits.• Recognized internally for ownership, structured problem solving, and the ability to handle complex enterprise escalations with clarity and composure.• Improved internal CS consistency by sharing best practices, early-risk signals, and learning patterns that strengthened proactive customer management across the team.

Education

• Mumbai Educational Trust, MET League of Colleges

  Bachelor of Engineering (BE), Mechanical Engineering

• IES Management College and Research Centre

  Master of Management Studies - MMS, Operations Management

• Atomic Energy Central School No.2

  SSC

• Atomic Energy Junior College - India

  HSC, IT/Bio

• University of Mumbai

  MMS, Business Administration and Management, General