Mohit Bhargva

Executive leader known for building and scaling customer-facing organizations during periods of rapid growth and operational transformation. Over the past two decades, repeatedly selected to establish new functions, modernize global operations, integrate post-sales organizations and lead enterprise customer delivery across networking, cybersecurity and SaaS businesses.

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.

Master of Computer Applications in Computer Applications