Executive Advisor – Customer Operations Transformation at EXECUTIVE ADVISORY (2024-08 – Present)
Partnering with enterprise SaaS and cybersecurity organizations to modernize customer operations, redesign outsourced delivery models and implement AI-driven support transformation initiatives.
- Advising Palo Alto Networks' Global Technical Assistance Center (TAC) on outsourced delivery strategy, operating model improvements and executive governance across customer support operations.
- Designed operational improvements that reduced legacy support backlogs by 40% through workflow redesign, automation tracking and cross-functional execution.
- Recommended AI-enabled service operations including intelligent routing, automated triage, knowledge management and workflow modernization to improve scalability and operational efficiency.
Senior Director – Global Customer Support, Implementation & On-boarding at ARYAKA NETWORKS (2021-01 – 2024-07)
Senior executive responsible for Global Support, Professional Services, Implementation and Customer Onboarding for enterprise SD-WAN customers across North America, EMEA and APAC.
- Directed a global organization of 100+ professionals across Technical Support, Professional Services, Implementation and Customer On-boarding operating 24×7 across North America, EMEA and APAC.
- Owned full P&L responsibility for the Global Support department, supporting an enterprise customer base representing over $100M in customer value/ARR.
- Owned operational readiness for mission-critical enterprise platforms delivering 99.99% availability across global customer deployments.
- Redesigned escalation governance, diagnostic workflows and cross-functional operating models, reducing Mean Time to Resolution by over 80% while improving enterprise customer experience.
- Established executive governance with Product and Engineering teams that converted recurring customer escalations into permanent product improvements.
- Established and managed a Professional Services vendor partnership with Tech Mahindra, deploying 8 dedicated engineers to extend delivery capacity and support market engagement across APAC and EMEA.
- Built and managed strategic Professional Services partnerships with Tech Mahindra, extending delivery capacity across APAC and EMEA while managing approximately $2.5M in annual services spend.
- Introduced proactive customer health governance that protected strategic renewals and strengthened Gross Revenue Retention across enterprise accounts.
Executive Adviser – Customer Operations at ARYAKA NETWORKS (2019-01 – 2020-12)
- Partnered with venture-backed SaaS organizations to establish scalable Customer Support, Professional Services and Customer Success organizations.
- Designed operating models, organizational structures and service governance frameworks supporting high-growth environments.
- Modernized post-sales workflows and executive reporting, improving operational visibility and enterprise customer delivery.
Director – Customer Support, Implementation & On-boarding at BIRDEYE (2017-07 – 2018-11)
- Owned the full customer lifecycle — including Implementation, On-boarding, and Support — managing a Professional Services budget of approximately $800K.
- Integrated Support and Customer Success organizations to improve adoption, customer transparency and operational alignment.
- Established collaborative on-boarding structures that accelerated technical product delivery, lowering implementation friction and accelerating customer time-to-value.
Director – Global Customer Support & Professional Services at WINGIFY SOFTWARE (2015-08 – 2017-07)
- Built the company's first Professional Services organization, establishing implementation as a structured post-sales function.
- Architected the global customer support function from scratch; established core metrics — Customer Satisfaction (CSAT) and First Response Time (FRT) — hiring standards, and ticketing integrations while building an open, supportive engineering culture.
Director – Global Customer Support & Professional Services at SKYHIGH NETWORKS (2013-10 – 2015-07)
- Built Professional Services from the ground up while leading a 35-person global post-sales organization.
- Integrated Technical Support, Professional Services and Customer Success into a unified customer delivery model.
- Partnered with Product and Sales leadership to resolve complex enterprise customer escalations.
Director – Customer Support (International) at MERU NETWORKS (2011-02 – 2013-09)
- Led global Technical Support operations across Asia and Europe, managing 30 internal engineers while scaling outsourced operations to 50 engineers.
- Directed vendor governance, commercial negotiations and operational performance management.
- Standardized global service delivery processes to improve SLA consistency and customer responsiveness.
Customer Support Manager at JUNIPER NETWORKS (2006-11 – 2011-01)
- Managed advanced Technical Support for Juniper Security products, partnering directly with Engineering on mission-critical customer escalations.
- Directed a global vendor transition from IBM to Infosys, expanding outsourced support from 17 to 240 engineers.
- Owned strategic vendor relationships including commercial negotiations, contracts and operational governance.
- Drove knowledge-sharing workflows between front-line technicians and back-end engineers to shorten critical defect resolution times.
Operations Manager at CONVERGYS (Cisco TAC) (2003-02 – 2006-10)
- Led a 170-person engineering workforce delivering technical support for enterprise network hardware, balancing daily operational metrics with collaborative employee enablement programs.
- Drove first-contact resolution and quality standards across a complex networking support environment, balancing strict delivery metrics with team enablement.
