MANISH SUHANDA
Associate Director - Customer Success and Operations
BANDRA-W
Summary
Results-driven Associate Director with extensive experience in the B2B, BPO, and KPO sectors, demonstrating a proven track record in overseeing Sales,Account Management, Customer Success, Client Relations, Business Operations, and Revenue Growth, driving organizational expansion and enhanced profitability
Overview
23
23
years of professional experience
3998
3998
years of post-secondary education
Work History
Associate Director - Operations
On Direct Marketing Services LLP - Earlier XDBS
04.2022 - 09.2024
- Led and managed a team of 200+ professionals, driving operational excellence and delivering consistent sales growth
- Developed and executed long-term strategic goals for operational functions, ensuring seamless alignment with corporate objectives and business priorities
- Successfully managed and optimized Telemarketing, CDQA, CD, and BANT campaigns, leading operational teams in efficient lead generation and campaign execution
- Oversaw multiple high-value accounts, fostering strong client relationships and ensuring exceptional sales and service delivery
- Drove sales & revenue growth by engaging with clients to identify opportunities for cross-selling and upselling, significantly increasing overall sales
- Designed and implemented customer support strategies that enhanced client retention, satisfaction, and long-term loyalty
Vice President - Customer Success
Digitalzone Business Consulting Ltd.
03.2021 - 03.2022
- Directed customer success initiatives for 300+ strategic global clients, managing an annual sales pipeline of $20M
- Fostered cross-functional collaboration between sales, operations, and marketing teams, ensuring the successful execution of global campaigns
- Implemented client feedback systems and satisfaction surveys, driving a 90% renewal rate across projects
- Led end-to-end project execution, from initiation to delivery, optimizing lead generation efforts and enhancing client performance
- Surpassed client sales targets by 25% through the delivery of tailored solutions and proactive, strategic client engagement
Assistant Vice President - Operations
Vsynergize Outsourcing Ltd.
10.2019 - 03.2021
- Led operations across multiple departments, driving over $300K in monthly revenue
- Managed a team of 300+ representatives and leaders, ensuring the successful execution of operational metrics and sales goals
- Developed and implemented operational strategies that streamlined processes, enhanced efficiency, and reduced client attrition
- Oversaw customer support operations, ensuring high satisfaction rates while aligning service delivery with client objectives
- Directed end-to-end client interactions, fostering long-term relationships and uncovering opportunities for parallel sales growth
Senior Managing Principal /Practice Head - Appointment Generation
Salesify Pvt.Ltd (ZDSB Support Private Limited)
09.2018 - 09.2019
- Managed a $300K+ business unit, leading Appointment Generation (AG) and Confirmed Callback Leads (CCL) initiatives for high-profile clients
- Oversaw all lead generation units, including MQL, SQL, BANT leads, and surveys, ensuring consistent pipeline growth
- Led a team of 235+ professionals, driving operational performance, client satisfaction, and continuous process improvement
- Cultivated strong client relationships, identifying new business opportunities and expanding service offerings, contributing to a 20% increase in sales
- Conducted regular operational reviews to enhance efficiency, optimize resource allocation, and consistently meet or exceed revenue targets
Senior Manager - Account Management, Transitions & Business Development
Datamatics Business Solutions Ltd
04.2014 - 08.2018
- Successfully managed a $2M+ annual lead generation process for a top 5 IT network company in the US and a £0.5M annual primary & secondary research process for a leading publishing house in the UK
- Led the seamless transition of two key processes from the UK to India, overseeing end-to-end business operations and ensuring operational continuity
- Spearheaded operations, sales generation, direct client communication, and P&L management, driving significant business growth
- Conducted four on-site client visits to the UK, gaining a deep understanding of client business needs and expectations to optimize service delivery
- Secured a new web research client during UK visits, contributing an additional $200K+ in annual revenue
- Received sponsorship from Datamatics for a 10-year US B1/B2 visa, facilitating frequent client engagements and expanding sales & revenue
Operations Manager -Domestic e-commerce Sales, Customer Service & After Sales
Datamatics Business Solutions Ltd
03.2012 - 03.2014
- Managed end-to-end operations for a 250+ home shopping giant, overseeing inbound sales calls, back-office service requests, training, quality control, and new product launches
- Successfully influenced the client to outsource their after-sales service division, resulting in a 50+ FTE increase and significant sales and revenue growth
Manager - Transitions and Delivery
Cheers Interactive (I) Pvt. Ltd.
10.2010 - 01.2012
- Directed daily operations across multiple processes, including credit report analysis and research, consistently achieving high levels of client satisfaction
Assistant Operations Manager
Sprite Collections - Orange Business Services- Accenture Services Pvt. Ltd.
09.2007 - 04.2008
- Managed accounts receivable and collections for U.S., European, and Asia-Pacific clients, handling a total sales collection target of $100M
Assistant Operations Manager
RSA BPO - Outbound Sales and Customer Service | Accenture Services Pvt. Ltd.
02.2007 - 08.2007
- Mentored the operations of the OJT team for inbound sales and customer service, ensuring SLA achievements and team development
Team Leader
RSA BPO - Outbound Sales and Customer Service | Accenture Services Pvt. Ltd.
01.2006 - 01.2007
- Led a team of customer service executives, guiding them to exceed client targets while fostering a healthy and competitive work culture
Team Leader
National Rail Enquiry - Inbound Sales and Customer Service | Intelenet Global Services Ltd.
05.2005 - 12.2005
- Supervised a team of 18-20 advisors, ensuring service level adherence and maintaining top-quality performance
Team Leader
Household Bank - Outbound Credit Card Collections | Intelenet Global Services Ltd.
05.2004 - 04.2005
- Led a team of 15-20 advisors handling core collections and performance management, exceeding quality and service-level targets
Sr. Customer Relationship Executive
Household Bank - Outbound Credit Card Collections | Intelenet Global Services Ltd.
12.2002 - 04.2004
- Worked on credit card collections, reducing customer outstanding amounts and acting as backup team leader when needed
Customer Relationship Executive
Providian Bank - Outbound Credit Card Collections | Epicenter Technologies Pvt. Ltd.
04.2002 - 11.2002
- Handled core collections for over-limit accounts, contributing to improved team performance and reduced outstanding debts
Education
Bachelors of Commerce -
Mumbai University - MMK College
05.2001 - 03.2002
H.S.C -
Mumbai University - MMK College
S.S.C -
Maharashtra State Board - St. Theresa's High School
Skills
- Strategic Leadership
- Sales & Leading Sales Teams
- Operations Management
- Client Relationship Management
- Customer Success
- Business Development
- Revenue Expansion
- P&L Management
- Financial Strategy
Timeline
Associate Director - Operations
On Direct Marketing Services LLP - Earlier XDBS
04.2022 - 09.2024
Vice President - Customer Success
Digitalzone Business Consulting Ltd.
03.2021 - 03.2022
Assistant Vice President - Operations
Vsynergize Outsourcing Ltd.
10.2019 - 03.2021
Senior Managing Principal /Practice Head - Appointment Generation
Salesify Pvt.Ltd (ZDSB Support Private Limited)
09.2018 - 09.2019
Senior Manager - Account Management, Transitions & Business Development
Datamatics Business Solutions Ltd
04.2014 - 08.2018
Operations Manager -Domestic e-commerce Sales, Customer Service & After Sales
Datamatics Business Solutions Ltd
03.2012 - 03.2014
Manager - Transitions and Delivery
Cheers Interactive (I) Pvt. Ltd.
10.2010 - 01.2012
Assistant Operations Manager
Sprite Collections - Orange Business Services- Accenture Services Pvt. Ltd.
09.2007 - 04.2008
Assistant Operations Manager
RSA BPO - Outbound Sales and Customer Service | Accenture Services Pvt. Ltd.
02.2007 - 08.2007
Team Leader
RSA BPO - Outbound Sales and Customer Service | Accenture Services Pvt. Ltd.
01.2006 - 01.2007
Team Leader
National Rail Enquiry - Inbound Sales and Customer Service | Intelenet Global Services Ltd.
05.2005 - 12.2005
Team Leader
Household Bank - Outbound Credit Card Collections | Intelenet Global Services Ltd.
05.2004 - 04.2005
Sr. Customer Relationship Executive
Household Bank - Outbound Credit Card Collections | Intelenet Global Services Ltd.
12.2002 - 04.2004
Customer Relationship Executive
Providian Bank - Outbound Credit Card Collections | Epicenter Technologies Pvt. Ltd.
04.2002 - 11.2002
Bachelors of Commerce -
Mumbai University - MMK College
05.2001 - 03.2002
H.S.C -
Mumbai University - MMK College
S.S.C -
Maharashtra State Board - St. Theresa's High School
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