Avi Singh
Toronto,ON
Summary
Driven CS leader with over 14 years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents. Consistent top performer in both the corporate and start-up environment through a wide scope of responsibilities within telecommunications and Software as a Service. 8 years of CS leadership experience in SaaS organizations supporting B2B in industries such as fintech, insurance, and retail mostly within the fortune 500.
Overview
14
14
years of professional experience
Work History
Director, Partner and Customer Success
Alida
12.2020 - Current
- Run the partnership program supporting our partners and our joint customers with a company roadmap to increase partnerships as a share of revenue from 10% to 30% within 3 years; moved this to 21% in my first year
- Lowered partner customer churn by 37% year over year through enabling our partners, creating a 6-month proactive renewal strategy framework, and creating value realization plans for all customers
- Had 50K in partner expansion in 2020 and in 2021 we have 250K committed and another 400K in pipeline through value realization, product enablement, and delta experiences speaking with customers about how to fix their pain points.
Customer success lead
247.ai
04.2019 - 12.2020
- Lead a team of customer success managers supporting enterprise client support for digital products such as virtual agents, automated intents, chat, IVR, and messaging
- Grew ARR for book of 34 clients by 16% and reduced churn by 43% in first 6 months through creation of churn playbook, GTM plan, and whitespace account planning to expand customer value
- Implemented salesforce hygiene, confluence, and automated reporting to be able to scale processes and time to value.
Director, Customer success/Partnerships Lead
Yelp
12.2016 - 04.2019
- Revamped and aligned all client service processes after acquisition of Turnstyle by Yelp through extensive collaboration with Yelp executives, working with cross functional teams to improve processes, and systems integration which has allowed us to manage 30X the number of accounts
- Managed 40+ high priority accounts which involves pilot success, business strategy, large scale rollouts, and continuous reporting, technical, and strategic support
- Lead the partner enablement and support team along with 4 direct reports internally managing a total of 200+ enterprise level clients - Customer satisfaction has increased by 21% YoY and churn has decreased by 15% annually.
Technology Strategy Manager
Telus
05.2013 - 12.2016
- Defined deployment strategy to successfully launch next generation connected services like small cell and Wi-Fi for network optimization - made recommendations to key stakeholders and executed projects such as vendor negotiations, network analytics, and site prioritization
- Managed $19M capital budget for network transformation and supervised/collaborated with cross functional teams to execute releases in agile fashion while executing projects to improve operational efficiency
- Exceeded performance targets for creating and improving processes to run the business- Improved work order efficiency by 33% and rolled out 20,000 network locations within the first year.
Customer Operations Manager
Bell Canada
01.2010 - 05.2013
- Managing end-to-end strategy projects using customized business cases and coordinating requirements to reduce OPEX and improve customer experience - Transformed spending cap program, which saved $1M in yearly mobility expenses
- Managing OPEX and CAPEX budgets within operations - Created new reports and revamped processes to improve OPEX forecasting efficiency, which created 300K+ to be reinvested into the business
- Exceeded performance targets and was the highest-ranking employee on the strategy team for consistently going above and beyond to improve processes - Prime on proactive care initiatives which lowered repeat calls by 50%, and prime on self-serve adoption models which increased mobile app adoption by 20%
- Worked with senior executives to prepare monthly presentations which outline company performance and highlight operational improvements - Created the monthly customer operations presentation to the CEO.
Education
MBA - Business Administration
Baruch College (City University of New York)
01.2009
Bachelor of Science - Integrative Biology
University of Toronto
01.2006
Skills
- Account management
- Go-to-Market
- Strategic Planning
- Business Analysis
- CRM
- Executive presentations
- Customer experience strategy
- Budgeting and forecasting
- Consulting
- Business transformation
- Force management/MEDDICC
- Value realization/Success planning
- Staff Management
- Business Development
- People Management
Activities
- Worked with autistic children through community living for 5+ years in such roles as mentoring, respite worker, and classroom teacher
- Enjoys cooking, reading, investing, and spending time with family and friends
- Played basketball and baseball at the university level and provincial level cricket
- Gained membership into MENSA in 2018
Timeline
Director, Partner and Customer Success
Alida
12.2020 - Current
Customer success lead
247.ai
04.2019 - 12.2020
Director, Customer success/Partnerships Lead
Yelp
12.2016 - 04.2019
Technology Strategy Manager
Telus
05.2013 - 12.2016
Customer Operations Manager
Bell Canada
01.2010 - 05.2013
MBA - Business Administration
Baruch College (City University of New York)
Bachelor of Science - Integrative Biology
University of Toronto
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