Anoop Sasi
Summary
Results-driven Customer Success Leader with 15 years of experience in building and scaling SaaS Customer Success organizations. Successfully drives customer engagement, retention, and revenue growth through innovative strategies, data-driven frameworks, and exceptional stakeholder relationships. Excels at transforming customer insights into actionable strategies to optimize Net Revenue Retention (NRR), foster advocacy, and deliver measurable business outcomes.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Head of Customer Success
Develop Diverse
01.2022 - 12.2023
- Established and Led Customer Success & Support Teams: Spearheaded the development of Customer Success and Support divisions at an AI-driven diversity technology startup
- Key Executive engagement : Served as the primary contact for executives and senior leaders at major organizations, including Vestas, Carlsberg, Dyson, Siemens, Volvo, Telia, and AB Foods, fostering strong, strategic relationships
- Surpassed Renewal Targets : Achieved exceptional customer retention in2022, with renewal rates surpassing goals and account expansions contributing to 20% of the annual sales target
- Launched Customer Health Score System : Implemented a scalable, data-driven framework to assess customer engagement, resulting in a 25% improvement in renewal rates and identifying upsell opportunities that boosted revenue by 20% from existing accounts
- Fostered Customer Advocacy: Established a successful customer advocacy program, securing8 high-impact testimonials and detailed case studies to enhance brand credibility and market presence
Associate Director- Customer Success, SAP Procurement
SAP
01.2017 - 12.2021
- Strategic Procurement Technology Advisor : Acted as a key strategic advisor to SAP Ariba customers, guiding significant transformations of their procurement technology program to optimize efficiency and outcomes
- Portfolio Management & Revenue Growth : Oversaw a diverse portfolio of high-value accounts, generating USD8 million in annual revenue, including major clients like Toyota, Cognizant, Diageo, and Jaguar Land Rover
- Drive Value engagements : Data based analysis of customer's state of adoption of SAP Ariba to position value added engagements such as Value realization workshops, Solution Consulting, additional professional services, Webinars etc
- Recognition for Outstanding Customer Success : Awarded the SAP Customer Success Story Award for the best customer case study, highlighting the exemplary implementation for Cognizant, showcasing exceptional problem-solving and client engagement skills
- Global Customer Management : Effectively managed customer relationships across diverse geographic regions including the UK, US, India, Sri Lanka, and Australia
Senior Manager-Strategic Sourcing
Diageo
04.2012 - 08.2014
- Leadership in Centralized Sourcing & Procurement : Directed the indirect procurement processes for28 owned units and managed relationships with over60 manufacturing partners, ensuring efficiency and compliance
- Strategic Procurement Management: Oversaw the management of USD120 million in indirect procurement (representing28% of total indirect spend), achieving approximately20% in cost savings through strategic negotiations and supplier optimizations
- Cross-Functional Business Partnership: Acted as the business partner to manufacturing, IT, and marketing departments, aligning sourcing strategies with departmental needs for indirect procurement
- ARIBA Procure to Pay Solution Implementation: Played a pivotal role as a core team member in the implementation of the ARIBA Procure to Pay solution, integrating SAP ECC with Ariba Buyer
Lean Manufacturing Engineer
Hindustan Aeronautics Ltd
01.2008 - 06.2012
- Pioneering Engineer for Su-30 MKI Production: Spearheaded the indigenous production of the Su-30 MKI4.5 generation fighter aircraft, playing a pivotal role as one of the initial engineers
- Leadership in Aircraft Manufacturing: Directed the production of18 Su-30 aircraft, leading a dedicated team of50 technicians and4 junior engineers
- Inaugural Member of LEAN Manufacturing Team: Selected as a founding member of the lean manufacturing initiative, instrumental in introducing and applying lean principles to enhance manufacturing processes and operational efficiency
- 5S Training and Culture Development: Designed and executed comprehensive5S training programs for over200 employees, cultivating a culture of continuous improvement and operational excellence
- Value Stream Mapping Expertise: Orchestrated Value Stream Mapping workshops, identifying, and eliminating waste in the production process
- Achieved a20% reduction in lead times and a15% decrease in operational costs, enhancing overall manufacturing efficiency and cost-effectiveness
Assistant Engineer- Planning and Procurement
Greaves Cotton Ltd
04.2006 - 12.2007
- Cement Mixer Production: Involved in the production of high-quality cement mixers, as the production planner
- Inventory Management & Production Planning Expertise: Acquired comprehensive knowledge in inventory management and production planning and enhancing operational workflows
- Innovative Inventory Management Attempt: Initiated the implementation of a two-bin system to optimize inventory management
- Leadership in Planning and Procurement: Progressed to manage a team of 3 members
Education
Master of Business Administration -
Indian Institute of Management
IndoreMechanical Engineer - undefined
College of Engineering
Skills
- Contract Negotiation
- Customer Advocacy
- Customer Engagement
- Upselling and Growth
- Team Leadership
- C-Level and Executive communication
- CSP (Totango, Planhat)
- CDP (Segment)
- CRM (Hubspot, SAP CX)
- Power BI (including DAX coding)
- Python (Beginner level)
- Data Analytics and Visualization
Certification
Lean Six Sigma certification.
References
Will be provided upon request.
Timeline
Head of Customer Success
Develop Diverse
01.2022 - 12.2023
Associate Director- Customer Success, SAP Procurement
SAP
01.2017 - 12.2021
Senior Manager-Strategic Sourcing
Diageo
04.2012 - 08.2014
Lean Manufacturing Engineer
Hindustan Aeronautics Ltd
01.2008 - 06.2012
Assistant Engineer- Planning and Procurement
Greaves Cotton Ltd
04.2006 - 12.2007
Mechanical Engineer - undefined
College of Engineering
Master of Business Administration -
Indian Institute of Management
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