Sudeep Sanyal

Sudeep Sanyal

service delivery leader; 9+ international awards; startup specialist; intrapreneur; digital marketing expert; 15+ years overall experience

Summary

Senior management service delivery leader with 15 years of experience across IT (cloud software) and ITES segments across various domains (E-Commerce, Online Travel, Airlines, Financial Services and Healthcare).

A few notable highlights of my professional journey:

1.Setup, managed and scaled the entire customer services and account management function for one of the world's top 10 cloud software firms in India.

2. Won 10 International service excellence awards for best B2B cloud software support division across consecutive years at international forums

3. Lead key business teams that identified, designed and helped implement service and product strategy, new product features, customization requirements and market penetration strategies. This generated $ 6 million in yearly subscription sales

4. Expert in designing, implementing and leading strategic digital marketing initiatives for services firm that generate measurable ROI.

Work History

Work History
Jun 2015 - Aug 2015

Head of Operations (Ahmedabad) (Contractual role)

Vario Fitness, Inc.

Vario Fitness is a subscription based fitness platform, which allows its members to work out at various gyms/fitness studios across the city for a single monthly membership. Thus, members get to schedule and enjoy their workout as per their choice and are not tied down to a single gym.

Responsibilities:

  • Define Sales and Service strategy for the startup
  • Create workflows for various processes and integrate them with Salesforce.com
  • Recruit junior leaders for various groups
  • Assist the CEO with the pitch deck for raising angel investment
Jan 2014 - May 2015

Director, Client Services (Ahmedabad)

Motif, Inc.

Motif, Inc. is a Silicon Valley headquartered niche Outsourcing  firm and ranks among the Top 100 Outsourcing companies in the world (IAOP - Top 100 list for the year 2015) and has some of the best known names in OTA, E-commerce and Airlines space as its clients. 

Achievements:

  • Manage and scale key account relationships with leading names in the world of Online Travel, Real time payments service providers and E-commerce companies
  • Managed the entire sales and service outsourced relationship for Asia's largest OTA player and managed a relationship worth INR 12 crores annually.
  • Achieved an increase of 10% in annual revenues from the key contract through upsell and acquisition of new business
  • Setup CoE for certain core processes that helped reduce revenue leakage by 17% and reduced the annual payout of compensation by >25%

Responsibilities:

  • Key account management, Operations management, Quality management of processes,P/L management, Sales target and Service targets management, Conduct quarterly reviews for senior management executives at the client's end, Change management in processes, Automation and Innovation process management to reduce cost of support, Service recovery process management to address management escalations
Mar 2004 - Aug 2013

Director and Head of Client Services (Gurgaon - Delhi NCR)

Cvent, Inc.

Cvent, Inc. ranks among world's top 10 on demand cloud software companies in the world and is listed on the New York stock exchange with a market valuation of $1.5 billion USD.

Achievements:

Setup, scaled and developed the entire client services division in India.

  • Established 24x7x365 support for B2B clients from India for various cloud software products and services
  • Migrated the entire setup for reactive support from the US operations to the India GDC and helped achieve a 70% reduction in terms of cost of service
  • Implemented a host of measures in areas such as hiring, training, certification of new hires, integration with CRM, incentives that helped ensure a renewal rate > 90% against the industry standard of 80%
  • Lead matrix teams responsible for design of key services and products that helped tap international geographies in MENA and ASEAN region and generate $ 6 million USD on an annual basis
  • Launched professional services group that generates $ 1 million USD annually for the company through a subscriptio model
  • Achieved an annual attrition rate of <10% against the standard industry average of 40% (annualized)

Responsibilities:

Service strategy design and implementation, Account management, SLA management, Contract negotiation, Service delivery, Staffing, Relationship management, Budget management, Forecasting, Analytic service management, Recruiting, Performance management, Operations management, Conflict resolution,  Coaching and Mentoring of leaders, Assist with digital marketing, Competitive intelligence, Contract negotiation, Prospecting, M & A, Service strategy and design, Services management,  Training and Development, Transition and Migrations

Aug 2001 - Mar 2004

Relationship Executive (Chennai and Delhi NCR)

Thomson Reuters LLP

Worked for MoneyLine Telerate LLC (later acquired by Thomson Retuers group) and I was responsible for managing C level subscriber relationships across India with the top most level users of its real time financial information terminal. Typical user profile included Managing Directors, Chairman, Vice President and other levels in Financial institutions and banks, Senior government officers in Finance and Oil ministry and media houses.

Aug 1999 - Aug 2001

Client Services coordinator (Chennai)

Digital Globalsoft private Limited

Manage helpdesk support for users of the legacy software customized for B2B local clients of the company in India and ensure high level of customer satisfaction and timely renewal of annual maintenance contract

Education

Education
May 2014 - Jun 2016

Executive MBA for senior professionals (PGXPM)

Great Lakes Institute of Management, Chennai

Great Lakes Institute of Management (Chennai) has been ranked among the top 12 business schools of India and among top 4 for 1 year MBA programs across reputed publications. The program is accredited by AMBA and this global stamp of quality is available only to 6 other institutes in India  that include the IIMs and ISB in India

Sep 2000 - Oct 2003

Masters Diploma in Business Administration

Symbiosis Institute of Management Studies

(Distance learning) with specialization in Finance

May 2000 - Jul 2001

Advanced Diploma in Software Engineering 

IIT Kanpur and IBM Knowledge Academy

(Certification by IBM and course content from IIT Kanpur)

Jul 1996 - May 1999

B.Com (Honors)

University of Delhi College of Commerce

From Guru Gobind Singh College of Commerce, University of Delhi 

ddA

Apr 1994 - Jun 1996

XII and X from Kendriya Vidyalaya (CBSE board)

Kendriya Vidyalaya - Chennai and Delhi

Specialization: Commerce

personal details

Nationality: Indian

Ethnic origin: Bengali

Marital status: Married

Date of Birth: November, 1978

VISA: 10 year multiple entry VISA for USA (Valid until June 2016)

Certifications

Certifications
Sep 2015 - Present

Foundation certificate in Agile practices

The Chartered Institute for IT - BCS
Sep 2015 - Present

Managing Successful Projects

The Chartered Institute for IT - BCS
Sep 2015 - Present

ITIL v3 Foundation

PeopleCert