Samith Ravindran

Head of the of the Customer Success Management (CSM) function for APAC. This client interfacing Function is critical to Tata Communications’ Customer Life-cycle Management Strategy focusing on Revenue and Churn Management, Contract life cycle management, Service Improvements, Usage and Enhancement and the overall customer experience program. I have conceptualized and setup the Customer Success function for Tata Communications AsiaPac. This involved the grounds up setting up the execution mechanism including team hiring and execution of the various plays. Key responsibilities  Spearheading leadership of the APAC Customer Success teams  Achievement of Customer Satisfaction goals including being the Prime Owner of the NPS and other CSAT feedback mechanisms – being the customer advocate internally within the company  Collaborating with cross-functional leaders to define and establish key metrics of customer success standards and address gaps impacting customer experience  Executive connects with customer C level and end-users during the MBR/ QBR and strategic service reviews  Resolution of major customer escalations and implementation of service improvement plans  Ownership of actions and outcome for Revenue retention and adoption of services  Onboarding of large projects post delivery stage  Customer Advocacy – ownership of the customer reference program  Issue resolution for constraints impacting collectibles  Contract lifecycle management for complex multi-tower deals  Improving Employee Engagement, ESAT and curating learning interventions for upskilling of team  Implement specific programs to achieve certain seasonal regional/ corporate imperatives

Leading the new business and Revenue Growth for Tata Communications Global Large Accounts, Managing a $170M Business. This includes customers across the BFSI, IT and OTT Verticals. . This includes the Sell to Business as well as the Sell through and Sell with Business with the CSPs and Global Sis. My Team of Regional Managers, Account Directors and Alliance Managers help these customers gain a competitive edge and by leveraging Tata Communications market leading Smart SDN Network, Cloud, Unified collaboration, Security and Mobility portfolio Additionally, I have implemented - Strategy and Sales Planning through special initiatives and Programs - Customer strategy and Engagement through Detailed account plans - Executive Engagement and Relation sponsorship with Customer C Suite - Sales Operations and Cross Functional alignments for faster execution - Revenue Management and Retention Key Achievements - Built and operationalised the Global TopX account management and compensation Model - Conceptualized and implemented the alliance framework for the Cloud Service providers and the System integrators - New Business Growth of 35% YOY and Revenue Growth of 22% - Resolution process for fixing team conflicts - Expanding the relationship beyond the customer technical teams

Led the sales for Large and Medium enterprises in the southern States. - Build a segregated sales model for Hunting and farming with relevant metrics - Built traction on the then new services of TCL – Cloud, Security and Unified communications - Grew Revenues at a CAGR of 17% over the period and clocked plan for New business every year. - Implemented a National initiative (LEAP-MSA) to provide traction to Cloud and Security New Sales – Grew the business 35% YOY in FY17

- Incubated the Large account Management way of selling in Tata communications - Set up the organisation and Governance for Managing the 30 largest TCL India Accounts with a Revenue Base of 300Cr. - Grew Revenue CAGR 20% - Built a marketing based customer intimacy program for fostering Executive connects - Devised tactics to Increase product penetration to grow beyond Network and voice Services - Took the Business national in 2011