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Customer Success Manager with 10+ years in Project Management & Client Engagement
Senior Customer Success Manager with 15+ years of experience in project management, cross-functional program delivery, and enterprise account management across the BFSI and managed services sectors. Promoted from Account Support Sr. Analyst to Senior Customer Success Manager at NCR Atleos, managing a portfolio of INR 180 Crore (approx. USD 21.6M) across leading public sector and premium private sector banking clients, covering managed services and ATM SLM for 10,000+ ATMs. Leads a team of 4 direct reports and 34 cross-functional members. Skilled in end-to-end project planning, milestone tracking, risk and issue escalation, budget management, and executive MIS reporting. Experienced in RFP management, contract negotiation, vendor coordination, and Agile delivery. Leverages Gainsight, Microsoft Copilot, Power BI, and Advanced Excel to drive data-driven decision-making and operational efficiency. Key clients: HDFC Bank, Central Bank of India (CBI), IDBI Bank, and DBS Bank.
Jaipuria Institute of Management
MBA · Marketing
August 1, 2008 – June 30, 2010
F.E.T.R.B.S. (U.P.T.U.)
B.Tech · Computer Science and Engineering
August 1, 2003 – June 30, 2007
NCR Atleos (formerly NCR Corporation India Pvt. Ltd.)
Senior Customer Success Manager
April 1, 2022 – Present
Mumbai, Maharashtra, India
NCR Atleos (formerly NCR Corporation India Pvt. Ltd.)
Account Support Sr. Analyst
July 1, 2018 – March 1, 2022
Mumbai, Maharashtra, India
Forbes Technosys Ltd. (Shapoorji Pallonji Group)
Assistant Manager - Projects
January 1, 2014 – July 1, 2018
Mumbai, Maharashtra, India
AGS Transact Technologies Ltd.
Senior Executive - Pre-Sales and Projects
January 1, 2011 – January 1, 2014
Navi Mumbai, Maharashtra, India
Infinite Computing Systems Inc.
Business Development and Web Function Analyst
April 1, 2010 – December 1, 2011
Mumbai, Maharashtra, India
Certified Business Analyst
IREB (through Ansian Technologies)
January 1, 2026 – Present
Business Analysis | Persuading Others | Handling Objections
LinkedIn Learning
January 1, 2026 – Present
Project Management Assessment - Certified
LinkedIn Skill Assessment
January 1, 2026 – Present
Scrum Fundamentals Certified (SFC)
Unknown
January 1, 2026 – Present
AI-Driven Project Management: Productivity with Generative AI
Unknown
January 1, 2024 – Present
CX Applause Award 2022: Top-quartile customer experience and service delivery excellence
NCR Atleos
January 1, 2022 – Present
CX Applause Award 2020: Outstanding client performance and satisfaction scores
NCR Corporation
January 1, 2020 – Present
CSM Award Q4 2019: Best-in-quarter Customer Success contribution
NCR Corporation
October 1, 2019 – Present
Cultural Fit Analysis
The candidate exhibits a strong cultural fit for a senior customer success role, particularly within an enterprise environment. Their career progression within NCR Atleos, coupled with experience at Forbes Technosys and AGS Transact Technologies, shows adaptability and consistent performance in the BFSI and technology sectors. The diversity of projects (ATM managed services, banking kiosks, mobile applications, POS systems) and client types (public sector, premium private sector banks) indicates a broad understanding of different business contexts. Their continuous professional development, including certifications in Business Analysis, Scrum, and AI-Driven Project Management, demonstrates a proactive learning mindset and commitment to staying current with industry trends. The numerous awards for customer experience and satisfaction further underscore a customer-centric and results-oriented approach.
Soft Skills & Operational Fit
The candidate demonstrates strong soft skills in cross-functional team leadership, stakeholder engagement (including C-level), negotiation, and communication, as evidenced by their extensive experience in coordinating diverse teams and managing client relationships. Their operational fit is excellent, with a clear history of establishing project management frameworks, driving process improvements (e.g., reducing repeat incidents by 18%, reducing manual MIS reporting by 40%), and maintaining high service delivery KPIs (95%+ ATM uptime). The candidate's experience in risk management and advising on enterprise risk frameworks further highlights their operational maturity.