Open to opportunities

Maneli Amanda

@maneliamanda

Message

Global Customer Success & Operations leader with 14+ years driving enterprise delivery and retention.

Sri Lanka

Message

What I'm looking for

I’m looking to lead global customer success and operations, building scalable onboarding and implementation processes while driving retention growth. I want to partner with executives and cross-regional teams to deliver measurable outcomes.

I’m a global operations and customer experience leader with 14+ years of success across Customer Support, SaaS/ERP implementation, strategic partnerships, and enterprise project management. I lead cross-regional teams across APAC, EMEA, and the Americas, building scalable service models that improve outcomes.

I’ve designed and formalized onboarding and vendor governance frameworks—introducing SOPs, workflows, and performance benchmarks to standardize delivery and reduce variability. I’m recognized for aligning customer success strategy with business objectives while strengthening executive-level relationships.

In my most recent onboarding leadership, I drove measurable impact by improving project timelines by 15%, team productivity by 20%, client retention by 5%, and onboarding efficiency by 10% while leading a 20+ member team. I own onboarding success criteria, exit gates, and clean support handoffs—using KPIs like CSAT, response time, resolution time, and repeat issue rates to drive continuous improvement.

Earlier, I directed finance and operations work focused on process streamlining and decision support, contributing to a 20% increase in operational efficiency and cost reduction of 8% across business units. My professional ethos is simple: turn complex systems into efficient, scalable solutions that deliver measurable value—fast.

Experience

Work history, roles, and key accomplishments

Senior Global Manager

Cin7

Jan 2025 - May 2025 (4 months)

Led global implementation across APAC, EMEA, and the Americas, building standardized delivery frameworks that improved cross-regional consistency and reduced turnaround times. Drove customer portfolio migrations, achieving 80% success for Orderhive (ERP) and 65% success for FSAI.

Process Optimization Remote Team Management Data Driven Decision Making ERP Migration & Customer Success

Senior Manager, Onboarding

Cin7

Jan 2024 - Jan 2025 (1 year)

Improved project timelines by 15%, team productivity by 20%, client retention by 5%, and onboarding efficiency by 10% while leading a 20+ member APAC/EMEA team. Built onboarding success criteria, exit gates, and KPI/CSAT tracking to reduce onboarding variability, early escalations, and long-term support load.

Customer Onboarding & Customer Success KPI Tracking Team Leadership Process Standardization Escalation Management Performance Management

Deputy Manager, Finance & Ops

Wns

Jan 2017 - Jan 2019 (2 years)

Streamlined finance and operations processes, increasing operational efficiency by 20% while managing attrition. Led strategic initiatives that reduced costs by 8% across multiple business units.

Finance Operations Financial Planning Analysis Operational Efficiency Stakeholder Management Operational Excellence

Assistant Manager, Finance & Ops

Wns

Jan 2016 - Jan 2017 (1 year)

Directed finance and operations support activities, improving operational execution and attrition management. Partnered with senior leaders to support financial planning, analysis, and decision-making aligned to business objectives.

Financial Planning Analysis Financial Decision Making Operations Management Cross Functional Collaboration

Project Coordinator

TEKSSPvtLtd

Jan 2015 - Jan 2016 (1 year)

Coordinated project initiatives with the CEO and department heads to align execution with organizational strategy and core values. Managed supply chain, logistics, and cross-functional coordination across Marketing, Finance, and R&D to ensure seamless project delivery.

Project Coordination Supply Chain & Logistics Cross Functional Collaboration Resource Allocation Stakeholder Management

Customer Service Executive

RRDonnelley

Jan 2012 - Jan 2015 (3 years)

Coordinated with audit firms to resolve financial discrepancies and prepared financial and credit reports to improve reporting accuracy. Supported backup team leadership initiatives and worked with international standards for reporting.

Customer Service Credit Reporting Financial Reporting Audit Coordination Team Leadership Compliance With Standards Operational Support

Education

Degrees, certifications, and relevant coursework

Anglia Ruskin University

MBA, Artificial Intelligence

Studying an MBA with a focus on project management/operations and artificial intelligence. Completed and presented work including an end-to-end vendor onboarding framework with scalable governance and SOPs.