Priya Venugopal

About Priya Venugopal

Project Overview: HCL Technologies is a leading services company that covers the entire gamut of technology solutions and services including infrastructure management, application development, BPO and engineering and R&D services.As delivery driven customer success professional, I drove India-based HRMS customer success operations for a global telecom leader, overseeing enterprise onboarding, 24x5 service delivery, automation, and cross-functional stakeholder management. I led large-scale teams and implemented scalable, high-quality solutions aligned with ITIL, cloud transformation, and global delivery models. Key Responsibilities & Achievements:• Led a 105-member offshore delivery team, enabling end-to-end support across HRMS modules including PA, OM, Time Management, and Payroll within an ITIL-aligned service framework.• Established a 24x5 operating model, scaling India delivery operations to support global clients across time zones with high availability and performance.• Managed enterprise onboarding processes, aligning business and technical delivery for smooth implementation and client satisfaction.• Implemented performance analytics and delivery metrics using tools like Jira (SMP), BMC Remedy, and custom dashboards for real-time SLA tracking and reporting.• Drove automation initiatives such as change monitoring, work order automation, and integration flows to reduce configuration time and improve delivery speed.• Facilitated client governance meetings to report on SLA compliance, ticket trend analysis, risk mitigation, and process improvements.• Led cross-functional collaboration with ABAP, Basis, Portal, and Security teams for end-to-end issue resolution and system continuity.• Enabled cloud migration readiness for HR systems, supporting transformation roadmaps and compliance requirements (SOX).• Managed resource planning, demand management, and SOW scoping to ensure delivery within budget and timelines.• Mentored delivery teams, enabling skill development, performance improvements, and a culture of ownership and continuous service excellence.

Experience

1. Manager, Customer Success

   HCLTech

   Jul 2022 — Present · IN

   Owned end-to-end customer lifecycle including onboarding, process enablement, and value realization for large global HRMS clients.• Acted as a strategic advisor to global business stakeholders ensuring product alignment and user adoption.• Designed customer success playbooks and feedback loops, improving CSAT by 17% YoY.• Conducted journey reviews and implemented best practices across service lines, increasing retention and internal stakeholder NPS scores.• Led a 105-member delivery team, fostering collaboration across HR, SAP support, third-party vendors, and PMO.• Created documentation and performance dashboards to present campaign outcomes and client value narratives.• Collaborated with Sales and Marketing for customer reference stories and internal success showcase

Education

• Indian Institute of Management, Kozhikode

  EPGP, Information Technology And Analytics

  2018 — 2020

• Farook College

  BBA, Business Management

  1996 — 1999

• University of Calicut

  Bachelor of Business Administration (B.B.A.), Business Administration, Management and Operations