Strategic Impact & Experience
Track record of driving business transformation through AI innovation and customer success excellence
AI Strategy & Business Transformation Consultant
Independent Consulting • Oct 2023 - Present
Silicon Valley, California
Business Impact
- • Developed AI implementation roadmap for a SaaS startup, resulting in 40% reduction in customer service costs
- • Guided a mid-size tech company's customer success transformation, improving retention by 25%
- • Created automated workflow systems that reduced operational overhead by 35%
- • Designed and implemented customer success frameworks for 3 high-growth startups
Areas of Expertise
AI Strategy
Digital Transformation
Customer Success Architecture
Change Management
Process Optimization
Digital Transformation Director
Typeform • Nov 2022 - Oct 2023
Mountain View, California
Led comprehensive digital transformation initiatives, focusing on AI-powered customer experience enhancement and service automation.
Key Achievements
- • Reduced response times by 60% through service automation
- • Implemented AI-powered customer experience enhancements
- • Led cross-functional digital transformation initiatives
Customer Success & Engineering Director
Nutanix • Aug 2017 - Jun 2021
San Jose, California
Spearheaded customer success transformation during hypergrowth phase, scaling operations while maintaining service excellence.
Key Achievements
- • Achieved 90+ NPS score consistently
- • Scaled customer success operations 4x
- • Led transformation during hypergrowth phase
Global Customer Engineering Director
Intel Corporation • Feb 2012 - Aug 2017
Santa Clara, California
Directed worldwide customer success initiatives for enterprise cloud and datacenter solutions, leading multinational teams.
Key Achievements
- • Led global customer success initiatives
- • Managed multinational engineering teams
- • Drove enterprise cloud solution adoption
SaaS Startup AI Transformation
Challenge
High customer service costs and inefficient support processes limiting growth
Solution
- • Implemented AI-powered customer service automation
- • Developed intelligent routing system
- • Created predictive analytics dashboard
Results
- • 40% reduction in customer service costs
- • 60% faster response times
- • 25% improvement in customer satisfaction
Enterprise Digital Transformation
Challenge
Legacy systems and processes hindering efficiency and growth
Solution
- • Developed comprehensive digital transformation strategy
- • Implemented modern tech stack and automation
- • Led change management and training programs
Results
- • 35% reduction in operational overhead
- • 4x increase in process efficiency
- • 90+ employee satisfaction score