Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Varun Gorur

Toronto,ON

Summary

Experienced Senior Customer Experience Program Manager with a strong background in relationship management and strategic planning. Currently serving as a Senior Customer Experience Program Manager at Microsoft on the Copilot Growth team, helping achieve ROI and adoption for the Microsoft Copilot customers. Former Customer Experience Program Manager (Sr. CSM) on the Glint team for 4 years and Senior Consultant at Korn Ferry for six years, working in Toronto and Dubai offices. Deep understanding of client needs, delivering customized solutions. Expertise in talent management and organizational development, optimizing performance for clients. Previous roles in IT and ITes sectors at IBM, FirstSource, and EF Education in Bangalore. Solid foundation in project management, process improvement, and cross-functional collaboration. Successfully managed complex initiatives in fast-paced, dynamic environments. Professional development includes Product Management certification from Cornell University. Master's degree in International Business from Heriot-Watt University. Bachelor's degree in Electronics & Communication Engineering from SJB Institute of Technology. Fluent in English, Hindi, and Kannada for effective communication with diverse clients and colleagues. Multilingual capability for building strong relationships and fostering collaboration. Passion for the outdoors and travel fuels creativity and broadens perspective. Thrives in dynamic and ever-changing work collaboration, professional opportunities, or share travel recommendations

Overview

15
15
years of professional experience

Work History

Senior Customer Experience Program Manager

Microsoft
07.2023 - Current
  • As a Senior Customer Experience Program Manager on the Copilot Growth team at Microsoft, I am at the forefront of driving customer success and maximizing the value of their Microsoft Copilot subscription
  • I spearhead the development and execution of innovative customer experience strategies, focus on ROI and value optimization, oversee product evolution based on customer feedback, advocate for customer success, and collaborate cross-functionally to deliver a stellar Copilot experience.
  • Also, previously, as a Senior Customer Experience Program Manager within Microsoft's transformative Viva organization, I played a pivotal role in reshaping how organizations experience our products and services
  • I defined and executed visionary strategies, enhanced customer satisfaction through data-driven insights, integrated customer feedback and insights into actionable improvements, empowered customer voice, and collaborated cross-functionally to exceed customer expectations.
  • Managed multiple strategic projects with numerous sub-projects or workstreams.

Senior Customer Success Manager

LinkedIn
10.2019 - 06.2023
  • As a Senior Customer Success Manager at LinkedIn within the Glint team, I spearheaded the end-to-end customer journey for a strategic portfolio of enterprise clients on our People Success platform
  • I led post-sales interactions, established myself as a trusted advisor, conducted quarterly business reviews, employed data analysis for effective solutions, championed customer interests, and ensured high service standards.
  • Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
  • Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
  • Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
  • Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
  • Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.

Senior Consultant

Korn Ferry
10.2013 - 10.2019
  • As a Senior Consultant at Korn Ferry, I collaborated with client executives, tailored people advisory solutions, refined organizational practices, managed cycles, oversaw compliance and quality, contributed to product development, recommended process improvements, presented outcomes to leadership, led client training, and facilitated strategic sessions.
  • Previously, as a Consultant at Korn Ferry, I engaged in diverse people advisory projects, specializing in areas such as Engagement & Culture, Compensation & Benefits, and Talent Assessments
  • I consulted with clients across the Middle East region, conducted market research, delivered presentations, facilitated client training programs, and contributed to strategic insights for new product options.
  • Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
  • Presented findings and recommendations to executive-level stakeholders, effectively communicating key insights and action plans.

Business Analyst

EF Education First
05.2013 - 07.2013
  • As a Business Analyst at EF Education First, I collected, analyzed, and interpreted complex business data, synthesized reports and project documentation, developed streamlined procedures for data collection, and showcased exceptional time management skills and attention to detail.
  • Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
  • Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
  • Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
  • Improved business processes by analyzing current practices and recommending optimization strategies.

Technical Support Representative

IBM
06.2011 - 04.2013
  • As a Technical Support Representative at IBM, I excelled in troubleshooting, diagnosing and resolving technical challenges faced by customers, provided personalized recommendations, and received recognition for exceptional work performance.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.

Customer Service Associate

Firstsource
12.2009 - 05.2010
  • As a Customer Service Associate at Firstsource, I delivered top-notch customer service, addressed inquiries and complaints, and offered tailored recommendations to enhance customer satisfaction.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
  • Maintained a high level of product knowledge, providing accurate information to customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Education

Product Management Certification -

Cornell University
Online
11.2022

Master of Science - International Business Management

Heriot-Watt University
Dubai, UAE
11.2016

Bachelor of Engineering - Electronics And Communication Engineering

Visvesvaraya Technological University (VTU)
Bangalore, India
06.2011

Skills

  • Customer Success
  • Program Management
  • Customer Experience
  • Software-as-a-service (SaaS)
  • Employee Experience
  • Artificial Intelligence (AI)
  • Project Management
  • Cross-functional collaboration

Timeline

Senior Customer Experience Program Manager

Microsoft
07.2023 - Current

Senior Customer Success Manager

LinkedIn
10.2019 - 06.2023

Senior Consultant

Korn Ferry
10.2013 - 10.2019

Business Analyst

EF Education First
05.2013 - 07.2013

Technical Support Representative

IBM
06.2011 - 04.2013

Customer Service Associate

Firstsource
12.2009 - 05.2010

Product Management Certification -

Cornell University

Master of Science - International Business Management

Heriot-Watt University

Bachelor of Engineering - Electronics And Communication Engineering

Visvesvaraya Technological University (VTU)

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Varun Gorur