Vinay Kumar

Seasoned executive with 20+ years of proven expertise in driving exceptional customer experiences, demonstrated success leading and scaling global support functions aligning with global strategies to achieve key metrics, including customer satisfaction, retention, and profitability.

Successfully led Global Support & Services organisations to deliver Enterprise Class Technical Support across diverse domains to Support SaaS solutions hosted on Multi-Cloud Platforms to Support - Connected IoT Platform, Cyber Security, FinTech Solutions within RegTech Compliance for BFSI sector.

Overall P&L responsibility for the support delivery and services for APAC & EMEA regions

Executed Customer Success Strategies to drive adoption, continued satisfaction, product expansion, customer advocacy, increase renewal rates while reducing churn

Visionary leader with focus on delivering exceptional customer experiences through strategic planning, implementation, operational excellence and fostering culture of innovation.

Passionate people leader with exposure to leading global teams out of US, UK & APAC geographies, driving customer-centric strategies to deliver consistent strong results in high-complexity, and high-value enterprise and mid-market space.

Developed and implemented strategies to attract and maintain a highly skilled and engaged workforce by diagnosing capability gaps; recruiting, selecting and developing talent; supporting mentorship, workforce development, succession planning and leveraging the capabilities of new and existing talent.

Committed towards building a culture of customer advocacy, service excellence & continuous improvement, I strive to ensure every customer interaction is positive and impactful, fostering long-term relationships and driving customer satisfaction & lifetime loyalty.

Conceptualized and implemented key process improvements, Supportability initiatives to drive toil reduction, Shift-Left & Observability to further enhance the technical support function and drive consistent positive customer experiences.

Fully leveraged AI, RPA, GenAI & Agents to drive automation resulting in operational efficiency and overall Customer Experience!

After over two decades of driving global support excellence, I took a purposeful pause to focus on personal goals.

I'm now re-energized to bring my experience into a leadership role where I can drive scalable support operations and customer-centric innovation.

I am excited to embrace new challenges that fully leverage my skills and expertise to drive meaningful business impact.