Rishi Kumar

Experience

1. Director of Customer Success

   Soroco

   Feb 2020 — Present · Bangalore Urban, IN

   Build and manage the Automation LOB customer success (CS) function to drive customer engagement outcomes and experiences, overall CS P&L, SaaS revenue growth and retention, sales and support. Collaborate with Sales to strategize, forecast, land and expand within new and existing businesses- Achieved savings from toil reduction (4.1M+ hours/year) for customers through complex process automation and transformation, driving significant growth with healthy margins. Combined ASs processed 1.3B+ automated transactions annually with 80%+ lower AHT- Led a 2x increase in team size by fostering a culture of belonging and trust, resulting in a high-performing team with measurable improvements in productivity and utilization- Navigated high-pressure situations with customers and internal teams during the hybrid work transition, ensuring zero disruption in services and meeting a customer satisfaction index of 90%+- Drove customer success strategies that resulted in over 90% of customers becoming referenceable within 3 quarters by focusing on proactive engagement and operational excellence- Spearheaded SalesOps and BizOps for the CEO\'s office, including annual sales planning, regional targets deployment, pipeline reviews, forecasting, incentive structuring, driving efficiency in sales ops, IT, and IS functions- Improved forecast accuracy to ~90% by implementing a structured pipeline review process and rigor in opportunity management, leading to more precise sales planning and execution.

Education

• Indian Institute of Management, Bangalore

  EGMP

  2011 — 2012

• Indian Institute of Technology (Banaras Hindu University), Varanasi

  Bachelor of Technology (B.Tech.)

  1993 — 1997

Skills

• Pmp
• Leadership
• Vendor Management
• Cross-Functional Team Leadership
• Pre-Sales
• Account Management
• Outsourcing
• Offshoring
• Consulting
• IT Strategy
• Program Management
• Project Portfolio Management
• Agile Methodologies
• Management
• Resource Management
• Software Project Management
• Crm
• Strategy
• E-Commerce
• Business Development
• People Development
• Product Management
• Business Transformation
• Business Process Improvement
• Go-to-Market Strategy
• Service Delivery
• Business Analysis
• Global Delivery
• Requirements Analysis
• Situational Leadership
• Sdlc
• Team Management
• Solution Architecture
• Portfolio Management
• Competitive Analysis
• Business Intelligence
• Analytics
• Business Strategy