Sushma

About Sushma

With over 20 years of experience across the SaaS and B2B technology landscape, I specialize in transforming complex support and client service functions into high-impact strategic business enablers. My career spans the full arc from technical support to entrepreneurship and senior management, giving me a unique perspective on scaling operations from the ground up.Currently at Deltek, I lead enterprise support operations and SME teams, architecting governance frameworks that bridge the gap between Product, Engineering, and Customer Success to drive account health and proactive resolution.My Leadership Focus:Designing scalable quality and operational frameworks that improve leadership visibility and account stability.Partnering with Customer Success to build retention engines that proactively mitigate churn through data-driven trend analysis.Orchestrating seamless communication between departments to influence product roadmaps and close the loop on client-reported defects.Building and coaching multi-functional teams rooted in transparency, inclusion, and continuous performance uplift.I am a graduate of the IIM Kozhikode Executive Program in Strategic Leadership and Management, where I focused on the intersection of organizational strategy and modern leadership excellence.

Experience

1. Senior Manager - Client Services

   Deltek

   Jan 2025 — Present · Bengaluru, IN

   Executive Governance: Architected a bi-weekly executive governance framework for top-tier enterprise accounts, integrating health scoring and risk-mitigation strategies to ensure long-term account stability.Operational Intelligence: Deployed a specialized SPOC (Single Point of Contact) model and integrated operations dashboards to provide senior leadership with actionable insights into SLA commitments and account health trends.Product Strategy Alignment: Directed a dedicated SME team to resolve complex, high-impact technical issues while serving as a strategic bridge to Product Management, directly influencing the product roadmap based on field-level intelligence.Organizational Transformation: Engineered a standardized, end-to-end global escalation framework, reducing systemic bottlenecks and measurably improving time-to-resolution through data-driven process re-engineering.Talent & Capability Building: Oversee the global training function, implementing structured learning ecosystems and automation initiatives to accelerate new-hire readiness and increase self-service resolution

Education

• Indian Institute of Management, Kozhikode

  Executive Program, Strategic Leadership and Management

• JSS polytechnic, Mysore

  Diploma, Computer Science

  2000 — 2003