Customer Success Digital Transformation

Kiran Kumar A 650-***-****/740-***-**** ******@*****.*** Foster City, CA LinkedIn

SENIOR MANAGEMENT PROFESSIONAL

Director, Enterprise Applications & Architecture

P ROFESSIONAL V A L U E O F F E R E D

An accomplished and visionary leader with over 2 decades of extensive expertise in driving large-scale digital transformation and operational excellence. Skilled at leveraging cutting-edge technologies to optimize systems and platforms, with a proven track record of aligning technology solutions with business objectives to drive sustainable growth. Known for leading complex, enterprise-wide initiatives that modernize processes, enhance efficiency, and foster innovation across sales, marketing, finance, and customer success functions.

Skilled in orchestrating the seamless integration of Salesforce, Informatica, and other enterprise applications to improve business outcomes and deliver measurable results. With a deep understanding of business needs, consistently championed scalable, automated solutions that empower organizations to adapt to evolving market demands, increase operational agility, and deliver superior customer experiences. A collaborative leader who engages cross-functional teams, drives strategic initiatives, and maximizes the impact of technology investments on long-term business success. C O R E COMPETENCIES

- Digital Transformation & Strategy - Technology Leadership - Strategic Roadmap Development

- Operational Excellence - AI & Automation Integration - Product-Led Growth

- Change Management & Risk Mitigation - Financial & Cost Efficiency - Stakeholder & Vendor Management KEY R E S U L T AREAS

Strategic Leadership & Digital Transformation: Spearheaded transformation initiatives to modernize systems, enhanced efficiency and scalability across sales, marketing, finance, and customer success

Operational Excellence: Established metrics-driven frameworks, orchestrated global programs that improved CRM, business intelligence, and data management while driving efficiency during critical business cycles

Compliance & Cost Efficiency: Implemented risk management strategies to mitigate compliance issues, and consolidated platforms, resulting in significant cost savings, and enabled scalability for revenue growth

Client-Focused Innovation & Product-Led Growth: Led product-driven growth strategies, improving user engagement, onboarding, and increasing feature adoption, which fuelled new business generation

Technology Leadership: Delivered scalable, integrated Salesforce solutions, driving AI and automation initiatives to improve lead conversion, product shipping, and sales forecasting accuracy

People Leadership & Stakeholder Engagement: Built high-performing, cross-functional global teams, fostering collaboration and improving operational agility through effective support models PRO F E S S I O N A L E X P E R I E NCE

INFORMATICA Jun 2012 - till date

Director, Enterprise Applications & Architecture, California, USA Jun 2015 – till date Delivery Lead, Bangalore Jun 2012 – Jun 2015

As Director, Enterprise Applications & Architecture Strategic Leadership & Digital Transformation:

Spearheaded a multi-year, enterprise-wide digital transformation initiative across sales, marketing, finance, customer success, and fulfilment functions

Defined, and executed strategic roadmaps aligned with business goals, collaborating with executive leadership and board members to ensure vision alignment

Anticipated the evolution of business needs and championed scalable, automated solutions using Salesforce and Informatica platforms

Operational Excellence & Metrics-Driven Delivery:

Drove continuous improvement by establishing end-to-end performance measurement frameworks across CRM, CLM, BI, and data warehousing

Orchestrated high-impact programs across complex environments—multi-brand, multi-region, and multi-currency and thereby achieved measurable operational uplift

Enhanced KTLO support, and process optimization by reducing deal closure time during quarter-end cycles from multiple days to under 4–5 hours

Compliance, Risk Mitigation & Cost Efficiency:

Collaborated with legal, security, and technical stakeholders by averting $ 2 M+ in potential audit and compliance fines

Designed robust policies and implemented enterprise-wide audit frameworks to enhance risk visibility and ensure global regulatory alignment

Consolidated and modernized tech stacks, eliminated legacy systems to save $2.5M in annual recurring costs (ARR) and scale operations from $800M to $ 2 B+ in revenue support Client-Focused Innovation & Product-Led Growth:

Improved click-through rates by 40%, and reduced user onboarding time from 55 to 15 days through the launch of a data- driven, product-led growth strategy using Salesforce MCE, Informatica MDM, Pendo, and Data Cloud

Led upselling, cross-selling, and generated $ 50 M+ in new ARR, raised feature adoption and service consumption by 33%

Designed, and delivered the Informatica Processing Unit Estimator, transformed consumption-based pricing, and generated

$2–3M in overage revenue alone

Technology Leadership & Platform Expertise:

Delivered and scaled end-to-end Salesforce ecosystem solutions including Sales Cloud, Experience Cloud, Revenue Cloud, Einstein, and Data Cloud

Integrated third-party platforms such as Marketo, Workday, Azure Data Lake, Conga, and MCE across value streams (Lead to Opportunity, Invoice to Cash, HRM, AI/ML)

Influenced Salesforce and industry leaders by contributing data and AI models that were later adopted in commercial offerings

AI & Automation Enablement:

Implemented AI solutions to enhance team productivity and forecasting: o Improved lead conversion rates by 12%, accelerated product shipping from 8–20 days to 2–5 days, and reduced engineer content effort by 8%

o Efficiently raised knowledge base article generation by 14% and boosted sales forecast accuracy by 7% People Leadership & Stakeholder Engagement:

Built and retained high-performing, global cross-functional teams across time zones and cultures

Championed a knowledge-to-live (KTLO) support model, enabled near-real-time resolution of business issues, and improved agility during critical business cycles

Awards Bagged:

Recipient of 2 CFO Excellence Awards for delivering strategic impact and financial value through technology-driven initiatives

Honoured with 7 individual Infa Star Awards in recognition of outstanding contributions, innovation, and leadership in key enterprise programs

Awarded 4 Infa Star Team Awards for exemplary collaboration and high-performing cross-functional project delivery Jun 2012 – Jun 2015 as Salesforce Delivery Lead

Salesforce Strategy, Platform Modernization & Cost Optimization:

Drove consistency, and performance across global functions by orchestrating end-to-end architecture, development, and deployment of scalable, enterprise-grade Salesforce solutions spanning marketing, sales, and customer success

Modernized the tech landscape by leading strategic migration from Siebel and legacy ERP systems to Salesforce, resulting in a 40% reduction in total cost of ownership and improved platform scalability

Delivered $750K+ in annual savings by consolidating fragmented Salesforce instances into a unified, optimized environment, thereby enhancing data integrity and operational agility while negotiating licensing strategies

Drove down support costs from $700K to $310K annually by redesigning global Salesforce support operations, consolidating teams across regions and vendors into a streamlined model with only two U.S. hubs and one India-based hub

Automated business operations, reduced vendor reliance, and achieved 30% cost efficiency improvements across departments by driving internal adoption of Informatica tools Project Delivery & Operational Excellence:

Led strategic planning and execution of cross-functional Salesforce programs, ensured timely delivery, resource optimization, and alignment with enterprise priorities

Implemented ITIL-aligned service delivery processes, significantly enhanced service quality, incident resolution times, and platform reliability

Established scalable governance structures and agile execution models to mitigate delivery risks, including resource contention and scope creep

Transformed core GTM platforms by overseeing the migration from Eloqua to Marketo and from BigMachines to Apttus, and ultimately to Salesforce CPQ, yielding substantial operational, and financial efficiencies Compliance, Governance & Risk Mitigation:

Averted a potential $2M compliance penalty from Salesforce by instituting a robust compliance management framework with streamlined documentation, accessed governance, and audit readiness

Ensured regulatory alignment, and minimized enterprise risk across technology platforms by developing, and enforcing standardized processes

Team Leadership, Talent Development & Capability Building:

Scaled and matured the Salesforce team from 3 to over 40 skilled professionals across geographies

Designed, and rolled out structured career development paths to promote internal mobility, retention, and leadership readiness across the tech organization

Awards Bagged:

Recipient of the CFO Award for driving significant financial impact through strategic technology initiatives

Honoured with the CIO Award for excellence in IT leadership and innovation

Recognized with 5 Infa Star Awards for delivering exceptional performance and contributing to high-impact projects P R E V I OUS A S S I G NMENTS

Accenture, Bangalore Team Lead Feb 2011 – Jun 2012 Thomson Reuters, Bangalore Team Lead May 2010 – Feb 2011 Lister Technologies, Chennai Team Lead Oct 2009 – May 2010 HCL Technologies, Chennai Senior Software Engineer Nov 2007 – Oct 2009 Wipro Technologies, Chennai Project Engineer Aug 2004 – Sep 2007 Awards Bagged:

Awarded the XEF Solution Factory Award for being the "Contributor of the Quarter" at Accenture, recognizing outstanding contributions to solution development

Recipient of the Best Achievement Award at HCL Technologies for exceptional performance and impact

Honoured with 3 "Feather in My Cap" Awards at Wipro Technologies for consistent excellence and leadership in delivering results

T E C HNICAL S K I L L S

Marketing Automation: Eloqua, Marketo, Salesforce Marketing Cloud

CRM Platforms: Salesforce Sales & Service Cloud, Partner and Customer Communities

Integration & PaaS: Informatica CDI & CAI, MuleSoft, Azure Event Hub, Enterprise Service Bus (ESB)

CPQ & Revenue Management: Salesforce Revenue Cloud (CPQ, Revenue Lifecycle Management), Apttus

Contract Lifecycle Management: Conga, sDocs, PandaDocs

Data Platforms: Azure Data Lake, Oracle Data Warehouse

Master Data Management & Customer Intelligence: Informatica MDM, Salesforce Data Cloud

HR & Talent Systems: Workday, Gr8 People, Cornerstone OnDemand (CSOD)

Professional Services Automation: Certinia (formerly FinancialForce)

Payment Systems: Stripe, Square

Databases: SOQL, MongoDB, MySQL, Azure SQL, Cosmos DB A C A D EMIC C R E D E NTIALS

Bachelors in Computer Science (Rated as the Gold Medallist)

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