Sohum Tanksali

Led customer success for strategic accounts, managing 48% of ARR with exceptional retention metrics (90% GRR, 108% NRR) through strategic team leadership and iterative optimization. Transformed the customer journey while maintaining executive relationships and driving advocacy initiatives that generated significant pipeline impact. Key Achievements: - Reduced Time to First Value by 40% for SMB and Mid-market segments - Secured 50% of enterprise customers in multi-year contracts - Implemented zero-defect delivery framework for Enterprise clients - Drove 30% adoption increase through Change Management best practices - Cultivated advocacy program generating 4x pipeline value

As the 2nd CS hire, helped shape the customer success function from the ground up while managing 32% of ARR. Served on the core team making strategic decisions that defined our customer engagement model, product direction, and operational frameworks. Key Achievements: - Drove product evolution by channeling customer feedback into revenue-generating feature improvements - Understood customer product roadmaps to identify growth opportunities helping increase in MRR by 15% - Implemented code quality initiatives across 100+ developer communities - Built foundational CS playbooks tailored to customer segments, enabling team scalability

Uniquely positioned to manage the company's highest-value sales opportunities while overseeing project delivery for strategic accounts spanning Financial, Manufacturing, EdTech, and Agricultural sectors. Bridged business development and execution by engaging C-suite stakeholders, leading complex RFP processes, and ensuring delivery excellence through structured project management. Highlights: - Delivered 3x increase in average monthly sales through strategic customer acquisition and consultative selling approach - Managed bid lifecycle from scope documentation through SOW finalization across multiple industry domains for 40 + RFPs - Improved delivery quality by enforcing better review and project management standards reducing bugs going live by 18

Stocks | Poker | Photography | Music Production

- Led end-to-end project management activities, including stakeholder alignment, project planning, design, scope management, estimation, and documentation for leading Banks in NA and Australia. - Collaborated across global teams to align on requirements and business processes, ensuring timely delivery and compliance for EMEA operations. - Handled client escalations effectively, providing prompt resolutions and reinforcing customer confidence and satisfaction. - Partnered with multiple application owners to address cross-functional queries and deliver a seamless customer experience. - Performed root cause analysis of recurring bugs and coordinated with technical teams to implement long-term risk mitigation strategies and system stability improvements.

- Led a team of 5 members for a leading EU retailer to enhanced Order Management algorithms and integrate Item Creation applications with SAP, with on-time delivery and zero defects. - Enhanced Client Engagement score to 6/7 (previously 5/7) by driving proactive communication, value realization, and stronger stakeholder alignment. - Clarified and validated business rules during requirement-gathering phases, leading to a 30% improvement in data quality and integrity. - Designed and implemented a Nutritional Database to integrate item specifications from 3rd-party systems and distribute accurate data to multiple downstream platforms. - Performed root cause analysis for recurring incidents, implementing sustainable long-term fixes to minimize downtime. - Monitored project progress against defined milestones, ensuring delivery within time, cost, and effort parameters through effective coordination and avoiding scope creep.

- Support and enhancement Projects for sub-categories and Product Pages for a leading US Retailer. - Partnered with business and technical teams to analyze workflows, data usage, and user requirements resulting in 25% faster delivery cycles. - Converted complex process requirements into 50+ detailed business and technical requirement documents, reducing development rework by 40% and ensuring accurate translation of business goals into technical solutions.

Worked with Kaybase Consulting on Brand Awareness research for leading Private milk brand - Arokya Create variables like ‘Spending Index’ by combining different RFM parameters to identify the most profitable customers Gained actionable insights by implementing CHAID, CART and Clustering for targeted advertising with acceptable model performance Implemented Logistic Regression model for predicting Loan Default