Umang Sood currently serves as the Assistant Vice President of Customer Success at SirionLabs, where he leverages over 23 years of extensive experience in the SaaS industry, particularly within the Banking, Financial Services, and Insurance (BFSI) sectors. His role is pivotal in driving the growth...
Umang Sood currently serves as the Assistant Vice President of Customer Success at SirionLabs, where he leverages over 23 years of extensive experience in the SaaS industry, particularly within the Banking, Financial Services, and Insurance (BFSI) sectors. His role is pivotal in driving the growth of the customer portfolio, focusing on key metrics such as Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Net Promoter Score (NPS), Customer Effort Score (CES), and logo churn. Umang's expertise in customer experience improvement is complemented by his proficiency in process automation and transformation, enabling organizations to enhance operational efficiency while simultaneously reducing costs.
At SirionLabs, Umang has been instrumental in spearheading several key projects that emphasize process re-engineering and analytics. His strategic vision has led to the establishment of robust Customer Success frameworks that not only elevate customer satisfaction but also optimize performance management across various touchpoints. His Lean Six Sigma Black Belt certification underscores his commitment to quality management and continuous improvement, ensuring that the services delivered meet the highest standards.
Umang's proficiency in automation, particularly Robotic Process Automation (RPA), allows him to implement innovative solutions that streamline operations and enhance data-driven decision-making. His P&L responsibility further highlights his capability to align customer success initiatives with broader business objectives, driving sustainable growth and profitability. With a strong foundation in process management and operations management, Umang Sood continues to make a significant impact at SirionLabs, fostering a culture of excellence and customer-centricity that is essential in today’s competitive landscape.
