Aditya DS

Led end-to-end onboarding and implementation of Merlin AI's construction ERP platform for mid-to-large construction clients, covering discovery, configuration, deployment, and post-go-live stabilization. Defined implementation roadmaps and milestone-based delivery frameworks, improving expectation alignment and reducing scope ambiguity by over 30%.

Acted as a trusted advisor to global clients, analyzing industry trends and recommending AI-led transformation initiatives aligned with client business priorities. Owned onboarding, adoption, and renewal motions for key accounts, focusing on CSAT improvement and retention of strategic customers.

Led a 24-member cross-functional team spanning DevOps, SRE, Solution Engineering, Customer Success, and Technical Support to deliver high-availability media/streaming solutions. Coordinated with design, technology, and content teams to build cohesive solution narratives and proposals tailored to customer needs.

Managed partner success programs, ensuring enablement, onboarding, and value realization for key partners and stakeholders. Led integration of Guidewire and Credly using Zapier to automate partner program workflows, improving operational efficiency and compliance with program requirements.

Built and led a 5-member implementation team delivering projects for key customers, from requirements gathering to go-live. Designed and executed onboarding programs that resolved financial audit-related issues and directly improved customer retention.

Managed customer success and implementations for APAC and EMEA clients on a HR tech/SaaS platform, driving adoption and product usage. Implemented success plans and governance cadences that improved client retention and expanded account value through upsell/cross-sell.

Part of customer success team for time-tracking and professional services automation solutions, converting abstract client pain points into actionable digital engineering solutions. Worked with Operations, Engineering, Product Management, Business Development, and Finance to ensure successful solution delivery and ongoing account growth.

Managed a portfolio of approximately 57M USD, delivering strategic account support and driving around 7M USD in incremental revenue over 3 years. Identified white spaces and new use cases by engaging customers to uncover business challenges beyond initial engagements and led a 3-member team to deliver high-quality service and maintain strong client satisfaction.

Drove ASUP adoption across business units, increasing adoption by 18% in 13 months through data-driven recommendations. Created insight-driven client decks and how-to videos for CRM and end users, improving self-service and product understanding. Published the SAM Blue/Playbook consolidating reference materials for on-prem and SaaS solutions.

Executive Program in Managing Business Decisions (Operations) from the Indian Institute of Management Calcutta in 2011.

Bachelor of Science degree from Bengaluru University.