• Lead technical discovery and deliver tailored product demonstrations for Tier 1 enterprise prospects across AI Chat, AI Voice, and Employee AI Assist.

• Build repeatable demo scripts and walkthroughs, improving consistency, scalability and speed of technical pre-sales engagements.

• Close enterprise deals by translating technical capabilities into clear business value for customer stakeholders.

• Partner with Account Executives, Product and Engineering to address technical objections, support solution design and strengthen competitive positioning in complex sales cycles.

• Drove pre-sales strategy and technical leadership in the for enterprise clients in the financial sector, creating compelling business narratives and delivering scalable, compliant, and AI-first financial technology solutions.

• Led technical discovery and delivery of 100+ tailored demos for enterprise clients on $150K+ ARR opportunities, contributing to a 30% increase in win rates for AI-driven digital engagement solutions across Chat, Voice and Conversational Intelligence.

• Translated product complexity into compelling executive narratives for C-suite stakeholders and influenced feature prioritization based on business impact.

• Partnered with Product and Engineering to define solution architecture, release planning, and customer-facing technical strategy.

• Mentored Account Executives and Customer Success leaders, improving sales velocity and implementation readiness.

Leveraging the power of GenAI and LLMs to deliver smiles to Billion+ customers...

• Led strategic programs for a global team, enhancing Rhythm of Business (RoB) processes and improving resource efficiency by 40%.

• Partnered with recruiting and department leaders to define and track hiring KPIs and OKRs, cutting time-to-hire by 30% through targeted pipeline optimizations.

• Built data-driven executive reporting frameworks, increasing leadership engagement and visibility into program delivery.

• Boosted global incident review participation (Gemba Walks)

• Led a team of highly capable Customer Success Managers to support Eltropy’s Tier-1 enterprise accounts, achieving 93% GRR over 2 years

• Implemented a scalable onboarding program using standardized process, and customer success lifecycle management tools (ChurnZero, GuideCX), increasing efficiency and reducing time-to-value for clients by 30%

• Introduced In-App Assistance tooltip, providing customers with self-service resources, resulting in a 20% reduction in support ticket volumes

• Evangelized Eltropy’s top-of-line AI Agents (Voice/Chat) and Conversational Intelligence (CI) offerings to turbocharge Contact Center interactions for community financial institutions

• Decreased in-bound training requests by 20% using eWebinars to deliver new product feature highlight reels and self-paced product training

• Introduced post-implementation CSAT surveys, to gauge impact and continuously improve onboarding procedures, driving CSAT to all-time of 4.6/5 (92%)

Highlights:

• Took up additional responsibility to work as AI Conversation Designer

• Created for AI-Chat and AI-Voice assistants for Medium to Large-sized Credit Unions, using both FAQs and API integrations to banking cores for Authenticated conversations (including PSTN/SIP transfer to Contact Center systems)

• Secured customer renewals for Eltropy’s products by leveraging usage metrics to showcase the continuous value of the product or service, and skillfully negotiating contract renewals to maintain long-term business relationships

• Implemented enterprise-wide IT incident management and notification program spanning 13000+ users in product support and IT operations orgs.

• Reduced Mean time to Response (MTTR) SLA breaches from 34.8% to 12.6% and reduced Resolution Turn Around Time (TAT) SLA breaches from 13.2% to 5.4%

• Reduced licensing cost by centralizing procurement, reducing monthly license expense by ~$100k/month