Looking for a job

Vikas Sharma

@vikassharma9

Customer Success leader scaling automation-first lifecycle programs to drive activation, adoption, retention, and expansion.

India

Message

What I'm looking for

I’m looking for a role where I can build automation-first customer lifecycle programs, use analytics to optimize CSAT/NPS and churn risk, and partner with Product and Sales to accelerate activation, adoption, renewals, and expansion.

I’m a Customer Success and digital operations leader who scales automation-first lifecycle programs for high-volume SaaS customer portfolios. I focus on activation, product adoption, time-to-value, and renewal readiness—using data signals to find friction and improve outcomes.

At Caliper Business Solutions (SCLEN.ai), I led end-to-end customer success operations for SAP, analytics, and SaaS platforms. I designed and operated lifecycle programs using email, knowledge bases, self-serve resources, and AI-powered documentation—then improved operational cycle times by 35% and forecast accuracy by ~30% through KPI-driven iteration.

I also strengthened customer engagement health by elevating CSAT and NPS through targeted feedback analysis, proactive communication, and digital interventions. With Power Automate and enterprise tools, I reduced manual touchpoints by an estimated 25–30%, improved SLA adherence, and enhanced resource allocation accuracy by 25%.

Before that, I supported customers as a Subject Matter Expert at Teleperformance DIBS, improving operational efficiency by 20% via AHT, FCR, and quality metrics. Earlier at Accenture, I managed Procure-to-Pay operations using SAP Ariba, SAP ERP, Excel, Power BI, and ServiceNow—delivering 25% reliability gains, 30% fewer manual touchpoints, and 40% more executive visibility through dashboards.

Experience

Work history, roles, and key accomplishments

Current

Functional Support Manager

Current

Caliper Business Solutions (SCLEN.ai)

Jan 2023 - Present (3 years 4 months)

Led end-to-end customer success operations for SAP, analytics, and SaaS platforms, improving operational cycle times by 35% and financial forecast accuracy by ~30%. Deployed workflow automation with Power Automate to reduce manual touchpoints by an estimated 25–30%.

Customer Success Management CSAT & NPS Optimization Power Automate

Subject Matter Expert - Support

Teleperformance DIBS

Jan 2021 - Jan 2023 (2 years)

Managed complex escalations and implemented digital-first resolution strategies, improving operational efficiency by 20% via AHT, FCR, and quality metrics. Coached frontline agents and reduced ramp-up time for new hires by 25% while strengthening governance by decreasing compliance gaps by 25%.

Customer Support Operations Escalation Management Digital First Resolution AHT & FCR Metrics QA QoE Coaching Root Cause Analysis

Procurement Associate - P2P

Accenture

Jan 2018 - Jan 2020 (2 years)

Managed end-to-end Procure-to-Pay operations using SAP Ariba, SAP ERP, Excel, Power BI, and ServiceNow to automate workflows and improve data quality. Improved P2P process reliability by 25% and reduced manual transaction touchpoints by 30%, delivering executive dashboards that increased stakeholder visibility by 40%.

Procure To Pay (P2P)SAP Ariba SAP ERP Power BI Workflow Automation ServiceNow Excel

Business Development Associate

Pioneer

Mar 2018 - Sep 2018 (6 months)

Managed regional sales operations, lead generation, and customer onboarding for the Bandra territory, driving ~18% uplift in regional revenue and 20% higher repeat-purchase ratios. Trained new hires on customer engagement and after-sales follow-up to improve retention consistency.

Lead Generation Customer Onboarding Customer Engagement Retention

Trainee Engineer

Maruti Suzuki

Aug 2017 - Feb 2018 (6 months)

Supported manufacturing quality control operations at Maruti Suzuki's production floor. Analyzed quality inspection data to identify errors and root causes using Excel, reducing production defect rates by 15% and improving shop floor efficiency by 10%. Standardized quality checkpoints and aligned with engineering teams on process improvements.