Customer Success Real Estate

ISHAN H. BAKHSH

CUSTOMER SUCCESS EXECUTIVE • PRODUCT LEADER • SALES • TECHNOLGIEST

Address: ** *. ********* **** #*** FL, 33069 M: (+1) 310-***-**** Email: *****.*.******@*****.*** SUMMARY

Visionary and accomplished executive with over a decade of product, relationship management and technology experience. Technical thought leader with experience in driving strategy and leading strong product, engineering, PMO and marketing teams in diverse corporate environments. Proven track record of building robust platforms, taking new products to market from definition to launch and adoption, as well as managing mature product lines WORK EXPERIENCE

Director Customer Success

SAGENT – Miami, FL (Remote) December 2020 to

Present

• Defined and execute strategies to continuously improve Sagent’s world-class Customer Success Team and delivery model - focused on optimizing our customer’s results, satisfaction, and life cycle, as well as incorporating expansion of products, and services across a growing $90MM portfolio

• Build and execute strategies to continuously improve scaling through digital transformation, automation and process improvements with the opportunity to enhance effectiveness and efficiency through technology.

• Build short term and long-term revenue plans focused on value realization for our customer delivering expansion and add on revenue

• Lead the Customer Success organization, responsible for the satisfaction, retention/ renewals, and successful outcomes and results of Sagent’s clients, with a focus on NRR, ARR growth and operational excellence

• Collaborated with our sales teams, actively engage with executive leadership teams, at prospective and existing clients to nurture positive relationships, define goals and leverage our products, services, and consultative support activities to achieve them

• Lead and drive alignment amongst the Customer Success Operations team to ensure completion of our deliverables

Director Customer Success Global Product Leader

Altisource - Miami, FL (Remote) August 2012 to November 2020

• Lead Equator’s real estate marketplace product, Agent, Vendor and Servicer related applications

• Responsible for defining product strategy, vision, and roadmap with internal and external stakeholders

• Drove innovation within our products to focus on deep understanding customer needs to increase usability, while driving sales across the platform

• Redesigned EQ.com marketplace increasing traffic from 4K to 30K visits per month

• Developed and implemented business plan delivering +40% revenue growth across Agent and Vendor platform

• Worked closely with my leadership team from customer success, sales, UX design, engineering, and marketing to deliver extraordinary products

• Implemented marketing strategy for EQ.com growing active real estate agent user base from 20K to 50K

• Recruited top talent to rapidly re-engineer our next generation Marketplace, SaaS/ BPM software and operational platforms

EDUCATION

BUSINESS ADMINISTRATION

Northeastern State University

Tahlequah, OK

AFFILIATIONS

Kappa Sigma

National Honor Society

SKILLS

Leadership

Product Management

Program Management

Project Management

Business Strategy

IT Management

Agile Methodologies

Sales

Director Relationship Manager Program Management Equator, LLC Dallas, TX (Formally REOTrans) August 2010 to August 2012

• Managed enterprise executive relationships, with Ocwen, Bank of America, Chase, Wells Fargo, and Capital One growing ARR to $100MM annually

• Responsible for product development and strategic evolution

• Implemented project portfolio management tools and processes to improve project prioritization, strategic alignment, risk management, etc. leading to 30% reduced resource costs and 15% improved delivery times

• Led a department of 120 resources while implementing quality improvement efforts resulting in a 50% reduction in defects and $4M annual savings

• Implemented a managed services staffing model enabling flexible head count to reduce risk during spikes in demand and leveraged offshore resources to reduce costs by 50% and saving the company $10M annually

• Managed client budgets of exceeding 25MM annually

• Managed large scale implementation projects 10K hours+, within timelines and budget

• Responsible for cross selling products through consulting and leveraging relationships at the executive level

EXPERIENCE PRIOR TO 2010

Sr. Account Manager

REOTrans, LLC – Los Angeles, CA 2009 to

2010

Account Manager

REOTrans, LLC – Los Angeles, CA 2007 to

2009

Sr. Operations Project Manager

Bank of America – Brea, CA 2005 to 2007

Sr. Risk Operations Unit Manager

Bank of America – Brea, CA 2004 to

2005

Supervisor

Metris Companies 1998 to 2004

INDUSTRY EXPERTISE

• Project Management

(10+ years)

• Program Management

(10+ years)

• Management Experience

(10+ years)

• Technology Delivery

(10+ years)

• Strategic Planning

(8 years)

• Business Transformation

(8 years)

• Application Development

(10+ years)

• Quality Management

(10+ years)

• Analytics

(10+ years)

• Client Relationship Management

(10+ years)

• Business Process Improvement

(8 years)

• Leadership Experience

(10+ years)

• Change Management

(10+ years)

• Microsoft Office

(10+ years)

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