Tharun Kumar
Senior Consultant @Tata Consultancy Services
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WORK HISTORY
Senior Consultant @Tata Consultancy Services
Bracknell, GB
Managed a portfolio of 30+ enterprise and mid-market customers with responsibility for more than £3M in annual recurring revenue, supporting 92–95% gross retention through proactive account engagement, service reviews, and risk management.Drove 10–15% account expansion by identifying adoption gaps, aligning success plans to business goals, and partnering with commercial teams on upsell and cross-sell opportunities.Led end-to-end service delivery governance across critical customer accounts, maintaining 99.5–99.9% SLA achievement for service availability, incident response, and request fulfilment.Reduced P1/P2 incident volume by approximately 25–30% through tighter operational controls, improved service review cadence, and stronger collaboration with support and engineering teams.Improved MTTR by around 35% by refining escalation workflows, standardising runbooks, and introducing clearer ownership across incident response processes.Designed and delivered QBRs and service reviews for senior business and IT stakeholders, translating service performance, usage, and risk data into action plans that supported renewals and long-term customer confidence.Partnered with product, support, and engineering teams to address recurring issues through problem management and RCA follow-through, contributing to a 10–20 point improvement in customer satisfaction over time.Supported delivery and customer success activities across enterprise service environments, helping maintain service quality and customer engagement across a portfolio of strategic accounts.Coordinated incident, request, and change activities to ensure service commitments were met, contributing to sustained SLA performance above 99%.Assisted in preparing customer reporting, governance packs, and review materials, improving transparency and strengthening relationships with key stakeholders.
EDUCATION
Visvesvaraya Technological University
BE, ECE
SKILLS
ABOUT THARUN KUMAR
Customer Success and Service Delivery professional with 15+ years of experience across SaaS, cloud operations, ITSM, and Digital Employee Experience (DEX), helping enterprise and mid-market customers improve adoption, service quality, and measurable business outcomes. Proven track record managing portfolios worth £3M+ ARR across 30+ accounts, supporting 92–95% gross retention, and driving 10–15% expansion through proactive stakeholder engagement, service governance, and value-led reviews. Experienced in combining customer success strategy with service delivery execution, consistently achieving 99.5–99.9% SLA performance, reducing P1/P2 incidents by 25–30%, and improving MTTR by around 35% through dashboards, operational rigor, and cross-functional collaboration. · Managed a portfolio of £3M+ ARR across 30+ enterprise and mid‑market customers, achieving around 92–95% gross retention and 10–15% expansion through proactive engagement, value‑based conversations and executive alignment. · Led end‑to‑end service delivery for key accounts, consistently meeting or exceeding 99.5–99.9% SLA performance on availability, incident response and request fulfilment. · Used DEX and observability platforms to track device, application and network experience, helping cut experience‑impacting incidents by ~25–30% and improve employee experience scores by 10–20 points over time. · Designed and delivered QBRs and Service Reviews that combined Customer Success metrics (adoption, health, NRR, CSAT) with Service Delivery metrics (SLAs, incidents, changes, DEX trends), giving stakeholders a clear view of value and performance. · Built and maintained dashboards and reports covering customer health, DEX trends, SLAs, MTTR, usage and ticket volumes, enabling proactive risk management and more data‑driven prioritization across Customer Success, Engineering and Service Management. · Drove continuous improvement initiatives (problem management, RCAs, process tuning) that reduced P1/P2 incident volume by ~25–30% and MTTR by ~35%, strengthening both technical reliability and customer confidence. · Customer Success: onboarding, adoption, value realization, risk management, health monitoring, QBRs, renewals and expansion.
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