Vice President Delivery and Customer Success

Ram Nyasa

SVP OF CUSTOMER SUCCESS

• Technology Product and Services Customer Success, Account Management, and Delivery Executive with a proven track record of ensuring the highest customer satisfaction, galvanizing customer loyalty, increasing customer retention rate, increasing expansion, leading pull-through revenue, creating operational excellence at scale, influencing C-level technologists

• A results-oriented technologist with a proven track record of leading organizations through periods of transformation, delivering multi- million $ products, services, and programs, ensuring effective operations and profitable revenue and margins, driving strategic impact, leading through metrics-driven approaches for Enterprise, and scale-up SaaS/PaaS/AI/Data Engineering companies.

• Strategic leader with a proven track record of driving new customer-facing products and services, market penetration, and revenue growth

• Excellence at maximizing customer lifetime value, achieving ARR targets, growing NRRs, and demonstrably improving NPS and CSATs Notable Achievements:

• Generated $80M booked revenue, 27% net promoter scores (NPS) gain, 106% increase in Annual Recurring Revenue (ARR), and established a $35M healthy opportunity pipeline

• Led a global $128M P&L Delivery and Customer Success, increasing ARR of $200M over a $150M target

• Reduced new customer training lead time by 60%, increased customer engagement rates by 40%, and reduced customer churn by 30%.

• Increased team efficiency by 40%, skyrocketing product launch timelines to 99% on-time delivery

• Cut $1.5M in CapEx and OpEx costs annually.

• Successfully delivered a $150M Digital technology upgrade program on time and within budget. Key Strengths: Strategy Development, Customer Relationship Management, Customer Onboarding, Customer Success and Expansion, Business and Product Strategy, NPDs and NPIs Development, Channel Management, Continuous Product Improvement, Technical Delivery Leadership, Sales Enablement, OKRs and KPIs development, Program Management, Data Analysis Industry Verticals: Professional and Managed Services Consulting, Life sciences, Manufacturing, Supply chain, Profitability, Revenue growth, Commercial and Property Insurance, Retail, High tech, Business services, Financial services Technology Savvy: Salesforce CRM, MS Azure, Informatica, Teradata BI, Snowflake, MS- Visio, Oracle, Java, J2EE, AWS, Informatica, Visio, LucidChart, Salesforce CRM, Microsoft Office tools, Tableau, SAP, Google Analytics, ATG, Hubspot, Gainsight, Asana, ChatGPT, VirtualControl AI, WeChat AI, Kanverse AI, Jira PPM, Azure AD, Okta Bereavement break Jun 2023 –Sep 2024

Nava PBC Senior Vice President-Professional Services Fremont, CA Jun 2021 –Mar 2023

• Provided strategic leadership of the customer delivery, success, and renewals departments for a $25M P&L AGILE SaaS, Data Engineering, Generative AI, and Analytics products and services offering to US Federal, State, and Civilian SMB and Enterprise clients

• Developed and executed a customer success approach by establishing OKRs, KPIs, customer metrics to track, and every other measurable score to effectively gauge the success of the customer journey and department performance, generating $80M booked revenue

• Implemented a customer-first approach throughout the organization and demonstrated the value of customer success from a business perspective, generating a 106% increase in ARR of ~$27M over $25M

• Enabled desired customer success outcomes by aiding renewals and retention managers, helping to expand revenue, and contributing to the efforts to increase product adoption and other relevant CS metrics and health scores, resulting in a 27% gain in customer satisfaction and loyalty success.

• Drove thought leadership in Post Sales Bundle strategy across Delivery, Services, Support, and Success offerings, establishing a $35M healthy opportunity pipeline.

• Drove accurate forecasting of risk, remediation of risk, and on-time renewal execution of install base, teaming with expansion reps for predictable bookings outcomes from forecast to actuals

• Revamped all CS processes from onboarding, training, management, advocacy, upsell/cross-sell, and supporting renewals.

• Established excellent Product, Engineering, Sales, and Support working relationships to improve NRR CORE COMPETENCIES

RAM NYASA

Fremont, CA 510-***-**** *******@*****.*** linkedin.com/in/ramnyasa 20 YEARS OF CUSTOMER CENTRICITY- CUSTOMER SUCCESS TECHNICAL DELIVERY FINANCIAL PERFORMANCE OPERATIONAL SCALABILITY PROFESSIONAL EXPERIENCE

Ram Nyasa

• Discovered and fostered expansion conversations to enable account growth into new use cases and maturity levels

• Challenged customers to increase their scale, maturity, breadth, and depth of platform usage and fostered a culture of value realization, data-driven customer health conversations, and early warning on troubled or risk-based customer scenarios

• Led recruiting, attracting, and onboarding new CS team members, helping them integrate with the team and encouraging collaboration and learning within the group.

• Cross-functional team management, compensation management, and contributing to decisions regarding team structures, role design, coverage models, and operating models

• Managed customer relationships across the entire GTM team, helping others maintain and improve the relationships under their purview.

• Drove successful Sales, SE, Partner, Services, and Support execution across account management.

• Developed and maintained executive customer relationships to scale strategic account coverage Agilent Technologies Inc Senior Director-Delivery and Customer Success San Jose, CA Oct 2020 –May 2022

• Led a global $128M P&L AGILE SaaS and PaaS, Generative AI, Data science and ML, and Data Analytics products and platform GTM, delivery, and customer delivery and success strategy and implementation

• Initiated strategic partnerships with 15 global industry leaders, expanding customer base, increasing product usage and value optimization opportunities, increased client satisfaction, experience, and advocacy, resulting in an increase in ARR of $200M over a

$150M target

• Scaled a high-performing customer delivery and success team and instituted best practices, automation, and strategic tools, leading to an increase in operational efficiency, customer engagement rates, and enhanced customer experience, catapulting NPS by 20% year over year

• Established new and deepened relationships with key customers, acting as a trusted advisor to ensure long-term relationships, onboarding 500+ new customers within 6 months, reducing new customer training lead time by 60%, increasing customer engagement rates by 40%, and reducing customer churn by 30%.

• Reviewed and adjusted all CS processes from onboarding, training, management, advocacy, and upsells/cross-sells to supporting renewals.

• Drove product demos, trails, smooth customer onboarding, training adoption, value realization, product usage expansion, and customer renewals.

• Utilized data analytics to drive product enhancements, ensuring continuous improvement and adapting to the evolving CPG landscape, and staying abreast of industry trends, competitor offerings, and emerging technologies for a competitive edge in the market

• Oversaw proper fit hiring, employee onboarding, staff development, and overall career progression of team members Guidewire Software Director-Delivery and Customer Success San Mateo, CA Sep 2015 –May 2020

• Implemented a $75M P&L, 65-member GTM, Delivery, and Customer Success team for PaaS, Cognitive Automation Platform AI, and Advanced Analytics products strategy, road mapping and implementation

• Led the multi-product growth, support, testing, rollout, onboarding, and training for all new customer-facing products in conjunction with Product and Engineering Solutions support.

• Leveraged partner, advertiser, creator, and merchant insights from VoC (voice of the customer) and other data insights to develop an operational strategy for improvements, efficiency, and user experience transformation.

• Initiated a customer success system that surpassed prior revenue growth, increasing $40M in ARR, including $15M in new customer sales from 100 new enterprise customers worldwide

• Increased team efficiency by 40%, skyrocketing product launch timelines to 99% on-time delivery, up from a low of 75%,

• Fostered robust partnerships with internal stakeholders from the Revenue, Marketing, and CX organizations to align efforts and foster collaborative success, achieving consistent revenue growth, generating 20% of ARR through strategic alliances

• Incorporated a Solution Selling approach that streamlined the selling process, enhanced customer experience, and improved yearly sales target by 15%, ~$80M over $70M target

• Defined and executed customer satisfaction programs, including CSATs, Customer Effort Scores (CES), and Customer Loyalty Measurement (CLM), resulting in a 100+% Customer retention rate.

• Collaborated with sales, marketing, product, and engineering leadership to develop RFPs, RFIs, and pre-sales support, identified customer growth opportunities, and ensured successful product launches. Kohls Digital Director-Enterprise Delivery Milpitas, CA Jan 2012 –Aug 2015

• Instituted the company's 1st Enterprise Product Management Office (ePMO) for Kohl's eCommerce in digital e-commerce offerings over traditional platforms, boosting cross-departmental collaboration and realizing $15M in 1st year new sales revenue.

• Successfully deployed a $150M eCommerce platform technology upgrade project, delivered on schedule and within budget, enhancing the operational efficiency of the organization by 40%

• Led digital transformation and steered a resource optimization program that decreased operational costs by 30% while simultaneously Ram Nyasa

launching three major product offerings 6 months ahead of schedule

• Orchestrated the adoption of an AGILE framework, increasing process flexibility and team responsiveness to change by 50%. Managed stakeholder expectations by establishing a transparent project lifecycle process, significantly improving client satisfaction.

• Cut $1.5M in CapEx and OpEx costs annually.

eBay Inc/PayPal Senior Manager San Jose, CA Oct 2008 – Dec 2011 Strategy and Roadmapping, project delivery leadership, AGILE Enterprise Project Management Office (ePMO) standup, and Deloitte Senior Manager-Professional Services San Jose, CA 2005 – 2008 Strategy Consulting, Technology project portfolio strategy and program delivery, RFPs and RFIs participation, technology account cross-sells and upsells, and client relationship management. Tata Consultancy Services Senior Manager-Professional Services Danbury, CT 1994 – 2005 Project Management, Account Management, Technology Delivery, Pre and Post Sales leadership.

• Bachelor of Engineering Osmania University Hyderabad, India

• Certified ScrumMaster (CSM) Project Management Professional (PMP) Scaled Agile Framework Agilist (SAFe Agilist) EDUCATION AND CERTIFICATIONS

Contact this candidate