Open to opportunities

Anand Modi

@anandmodi

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Customer success leader with 15 years of technology expertise.

Singapore

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What I'm looking for

I am looking for a role that values customer-centric strategies and offers opportunities for growth and innovation.

I am a customer-centric leader with over 15 years of expertise in the technology sector, specializing in Customer Success, Professional Services, Service Management, and Project Management. My career has been marked by a proven track record of driving excellence and optimizing customer experience, which has led to significant revenue growth and enhanced customer satisfaction.

Throughout my journey, I have successfully managed large enterprise accounts and led teams to build innovative customer use-cases, resulting in expansion orders exceeding $1M USD. My strategic approach to customer engagement and my ability to leverage data-driven insights have consistently improved retention rates and customer loyalty. I am passionate about mentoring teams and collaborating across departments to enhance customer engagement and adoption of enterprise platforms.

Experience

Work history, roles, and key accomplishments

Head of Customer Success

Voyager Worldwide

Mar 2023 - Sep 2023 (6 months)

Led the Customer Success team for APAC & Americas, optimizing onboarding processes and developing a customer engagement framework that improved retention rates. Designed a Customer Health Scorecard to track engagement metrics and proactively address at-risk accounts.

Onboarding Customer Engagement Data Analysis Customer Health Process Improvement Team Leadership Retention

Customer Success Operations Manager

NETSCOUT

May 2018 - Sep 2022 (4 years 4 months)

Managed a team responsible for customer project delivery and technical support across 25+ accounts in the SENA region. Led critical escalations and drove cross-functional collaboration to enhance customer satisfaction and operational efficiency.

Project Management Technical Support Customer Escalation Cross Functional Collaboration Service Delivery Team Leadership Customer Satisfaction Resource Allocation

APAC Client Services Program Manager

NETSCOUT

Feb 2014 - Apr 2018 (4 years 2 months)

Delivered professional services worth over $15M for 20+ customer accounts in APAC. Established PMO governance to enhance operational efficiency and drove AMC renewals, securing significant annual revenue.

Program Management Professional Services Revenue Management Risk Management Resource Allocation Customer Retention Compliance

Service Manager

Acision

Apr 2010 - Sep 2013 (3 years 5 months)

Led a 24/7 Managed Services team for a telecom client, implementing ITIL best practices to improve service quality. Managed project delivery and client relationships, ensuring high customer satisfaction and operational efficiency.

Service Management ITIL Project Delivery Client Relationship Management Change Management SLA Management Team Leadership

Technical Project Manager

Antarix Networks

Feb 2010 - Apr 2010 (2 months)

Managed technical projects, ensuring timely delivery and alignment with client requirements. Collaborated with cross-functional teams to enhance project outcomes and customer satisfaction.

Project Management Cross Functional Collaboration Client Management Customer Satisfaction Team Collaboration

L2 Support Engineer

Nortel Networks

Aug 2006 - Nov 2009 (3 years 3 months)

Provided L2 technical support for global network operations, leading a team to resolve complex issues and enhance service delivery. Ensured high standards of customer service and technical excellence.

Technical Support Network Operations Customer Service Team Leadership Service Delivery Problem Solving

Assistant Manager

Vodafone Idea Ltd

Jun 2003 - Jul 2006 (3 years 1 month)

Managed switch operations and maintenance, ensuring optimal performance and reliability of telecom services. Collaborated with teams to enhance operational processes and service delivery.

Telecom Operations Team Collaboration Performance Optimization Reliability

Fault Management Engineer

Reliance Communications Ltd

Jul 2003 - Jul 2003 (0 months)

Managed fault detection and resolution for network operations, ensuring minimal service disruption and high customer satisfaction. Collaborated with technical teams to enhance service quality.

Fault Management Network Operations Quality Customer Satisfaction Service Disruption Minimization