Aliasgar Bhopalwala

In this expanded role, I lead the Customer Success function across India and the Middle East for next-gen digital engagement channels—WhatsApp, RCS, and AI-driven platforms. I head a 20-member team comprising CS Leads, Program Management (Partner Liaison), and MIS & Analytics, ensuring delivery excellence, partner alignment, and actionable insights. I am accountable for the full P&L ownership of our OTT business unit, driving revenue, margin growth, and long-term client retention. My role bridges strategy, technology, and execution, making it both commercially and technically hands-on. I collaborate closely with principal partners like Meta, Google, and telecom operators like Vodafone Idea to strengthen alliances, co-develop solutions, and launch impactful use cases for enterprises. I also work with internal product teams to shape the roadmap, identifying opportunities for incremental revenue through feature innovation. As a strategic enabler to our sales teams, I provide product training, support large deal pursuits, and join client conversations to deepen trust and unlock value. I also guide internal cross-functional teams—especially in sales, product, and implementation—on playbooks that drive success at scale. Beyond day-to-day operations, I represent the company at key industry summits and speaker panels—both online and offline—sharing our story, learnings, and vision for the future of digital customer engagement. My focus is clear: build a winning CS organisation, deepen partner trust, drive revenue predictability, and deliver outcomes that matter.

In my new role, I drive strategic growth and innovation by partnering with Meta and Google to maximize our partnerships and revenue potential. I am dedicated to ensuring large enterprises derive maximum value from their investments with us, fully leveraging our products to drive impactful conversations across various platforms. I oversee the management of critical relationships and the product roadmap, ensuring alignment with business objectives. Leading a team of talented Customer Success Managers, I focus on scaling our business within acquired accounts, ensuring exceptional customer experiences across all interactions. Managing partnerships across MarTech, payment gateways, AI tech providers, and wholesalers, I guide our internal product development to meet and exceed client expectations. Utilizing MIS resources, I provide insightful analytics to map revenue and growth, driving data-driven decision-making. As a key member of the PMM team, I proudly represent Karix/Tanla on numerous public platforms, sharing our vision and innovations. I am passionate about delivering tailored solutions to enterprises, effectively addressing and resolving complex use cases. Working closely on PSU RFPs, I strive to secure significant wins, showcasing our strategic value. As the Business Unit Head for WA & RCS, I lead strategic initiatives that propel our growth and innovation. Every day, I collaborate with high-performing Sales, Customer Success, Customer Experience and Product teams to ensure the success of all our customers. This role is an exciting journey, pushing boundaries and forging stronger alliances for shared success.

In this role, I ensure large enterprise derive maximum value from their investments with us and fully leverage our products to drive conversations on WhatsApp and other OTT. I leverage deep business, industry, and product knowledge to partner with customers and guide them to accelerate business value on their customer engagements. Accountable for day-to-day client interaction and the execution of an exceptional customer experience across all conversational flows.   I work collaboratively with, high-performing Sales, Customer Success, Customer Experience (Product Implementation) and Product teams to ensure the success of all our customers.

I am focused on enabling frontline sales team on SaaS-based products. Identifying replicable use cases relevant to today’s times with the use of Chabot (Answers) & CCaaS (Conversations). Example: Video KYC for Banks, claim reimbursement process for insurance companies, Interacting with store managers in large retail outlets for product availability/exchange and Servicing of HNIs by Relationship Management in a financial services firm. Many more new use cases are emerging and we need can find ways to solve these pain points (may / may not be traditional CC solution).

Infobip is a global communications platform that enables businesses to build connected customer experiences across all stages of the customer journey at scale, with easy and contextualized interactions over customer's preferred channels.