Mekhala Babu
Senior Director, Client Success (Head Of Customer Success)
Calgary
Summary
Strategic and results-driven Client Success and Technology Leader with over 10 years of experience in driving enterprise client engagement, EDI program delivery, cross-functional collaboration, and scalable operations. Demonstrated success in enhancing NPS scores, increasing client renewals, and optimizing resource utilization. Skilled in leading high-performing teams, fostering stakeholder trust, and aligning service delivery with business impact objectives.
Overview
15
15
years of professional experience
1
1
Certification
2
2
Languages
Work History
Senior Director, Client Success
Diversio
Toronto (Remote), Ontario
05.2024 - Current
- Lead a high-performing team of Client Success Managers, facilitators and EDI Consultants, ensuring measurable ROI and strategic guidance for a portfolio of enterprise clients.
- Present client health, renewal metrics, and Net Promoter Scores (NPS) to the executive team to guide retention and upsell strategies.
- Act as a strategic advisor to senior client stakeholders while mentoring the CS team on relationship-building and consultative delivery.
- Standardized and scaled the client journey with structured touchpoints, success plans, and outcome-focused engagement models.
- Collaborate cross-functionally with Product, Engineering, Revenue, and Marketing teams to align on client lifecycle success.
- Foster a culture of client-first thinking, agility, and strategic problem-solving through ongoing coaching and team development.
- Champion Voice of Client (VoC) insights to drive product feedback loops and service evolution.
- Created an agile working environment, enabling rapid response to changing business needs without sacrificing quality or performance standards.
Senior Director, Client Delivery
CCDI Consulting
Calgary (Remote), Alberta
11.2023 - 04.2024
- Directed the delivery of DEI consulting, training, and measurement services across public and private sector clients, ensuring service excellence and scalable delivery models.
- Increased resource utilization from 25% to 65% by optimizing project workflows, introducing structured planning, and clarifying team roles through Wrike CRM.
- Served as executive sponsor for high-impact accounts, leading quarterly business reviews and identifying opportunities for program expansion.
- Established standardized delivery processes and reporting structures to support data-informed client engagement and renewals.
- Built a feedback loop to monitor client satisfaction (NPS) and inform continuous improvement across the delivery function.
- Mentored project managers and consultants to elevate consistency in client experience and strategic outcomes.
Director, Information Technology
CCDI Consulting
Calgary (Remote), Alberta
01.2022 - 10.2023
- Led CCDI Consulting digital transformation efforts, including enterprise migration to a new O365 tenant and launch of a client-facing LMS supporting DEI learning delivery.
- Developed a technology roadmap aligned with organizational goals, prioritizing automation, scalability, and end-user experience.
- Drove cross-functional alignment between IT and service delivery teams to ensure tools and platforms met client and consultant needs.
- Oversaw budget planning, vendor management, and platform security initiatives to support operational excellence.
- Built a high-performing, client-centric IT team with a culture of experimentation, learning, and continuous improvement.
Senior Manager, Technology
CCDI Consulting
Calgary (Remote), Alberta
08.2020 - 12.2021
- Oversaw the end-to-end development and implementation of DEI data collection and learning solutions, supporting both enterprise clients and internal teams.
- Led implementation of critical infrastructure projects, including Zoom Phone and SharePoint intranet, to enable remote delivery and team collaboration.
- Worked cross-functionally to ensure platforms supported evolving client expectations for learning, measurement, and reporting.
- Streamlined vendor contracts and integrations to reduce overhead and accelerate platform adoption.
- Coached junior team members to build technical capacity and resilience across the team.
Manager, IT Service Management
CCDI Consulting
Calgary, Alberta
06.2018 - 07.2020
- Managed the delivery of DEI survey tools and LMS content to clients across sectors, tailoring implementation to organizational needs.
- Established service management standards that reduced resolution times and increased client satisfaction.
- Built scalable onboarding and delivery protocols for clients with in-house systems, enabling proxy-based LMS content delivery.
- Conducted regular system assessments and coordinated improvements to client-facing tools.
- Provided direct support and training to clients and internal teams to ensure platform effectiveness.
Career Break
Family Sabbatical
Calgary, Alberta
11.2014 - 05.2018
- Navigated immigration processes and supported startup restaurant business operations.
- Applied PM skills to design menus, manage budgets, and run day-to-day operations.
- Engaged in financial advisor certification to stay active and continue personal and professional growth towards the restaurant.
Software Developer
Cognizant Technology Solutions
Trichy , New Brunswick
08.2010 - 10.2014
- Designed and maintained web and SharePoint applications in a .NET environment.
- Supported full SDLC phases including requirements, coding, and testing.
- Ensured compliance with internal documentation and quality standards.
- Resolved production issues post-Go-Live for global enterprise systems.
- Collaborated closely with leads and QA to ensure deliverable success.
Education
Bachelor of Engineering - Electronics & Communications
J.J College of Engineering & Technology
Trichy, India05-2010
Skills & Compentencies
- Client Success & Relationship Management
- Team Leadership & Coaching
- Strategic Planning, Analytics & Execution
- Resource & Project Management
- Cross-functional Collaboration & Vendor Management
- CRM & Workflow Automation (Wrike, Salesforce, HubSpot, JIRA, Click up, Pipedrive)
- Tools: O365, Google User Admin, Zoom Admin, SharePoint, LMS Systems
Certification
Women in Leadership (ELVTR)
Timeline
Senior Director, Client Success
Diversio
05.2024 - Current
Senior Director, Client Delivery
CCDI Consulting
11.2023 - 04.2024
Director, Information Technology
CCDI Consulting
01.2022 - 10.2023
Women in Leadership (ELVTR)
12-2021
Senior Manager, Technology
CCDI Consulting
08.2020 - 12.2021
Manager, IT Service Management
CCDI Consulting
06.2018 - 07.2020
Career Break
Family Sabbatical
11.2014 - 05.2018
Software Developer
Cognizant Technology Solutions
08.2010 - 10.2014
Bachelor of Engineering - Electronics & Communications
J.J College of Engineering & Technology
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