VINEET PURI

Transforming CX & Business with Data-Driven Strategies

24 Years of Leading Post-Sales & CX Excellence: Turning Customer Experience into Revenue Growth & Churn Reduction.

Aiming to take the right organisation to its next phase of growth.

An MBA from Suffolk, USA, with 22 years leading 5000+ employees across the US, Philippines, Middle East, and India, running $100 million in P&L and managing a global CX (CRM/Post Sales) function.

7 years of experience scaling and transforming Global Tech Client Services Functions: Created a “CX first” company culture and implemented a fit-for-future CX strategy driven by digital transformation utilizing technology such as Gainsight, Speech Analytics, Chorus.ai, InContact, Chatbots, Salesforce, etc., and transforming CS into a KPI, data, analytics, and governance model, playbooks, and dashboard function.

15 years of GM & Global Service Delivery experience: Successful track record of multiplying revenue and profits, building lasting executive-level relationships, business turnarounds, and transformation. Built the global operator ecosystem, including strategy, business plans, and budgets. Played a vital role in the acquisition of five companies and the change from a public to a private company after the PE acquisition.

Deft at Offshoring: 15 years of success starting and scaling accounts in India and The Philippines. Offshored ~7000 FTE and assisted Vista PE’s sister companies in building world-class Indian organizations.

2X increase in Revenue

3X increase in Profit

Setting strategy and direction

4,000+ employee team

P&L of $50 million

Leading the senior executive team

SAAS, IT Products, Utilities, Logistics, Insurance, Banking domains

3000 FTE offshored from 4 continents & serviced out of 4 countries

20% cost reduction through RPA, AI, SMAC & Omnichannel

EXPERIENCE

Cvent 2015-till date SVP & Co-head Global Client Services

Senior Vice President & Co-Head Global Client Services Co-leading the 1600 employee global CS function encompassing onboarding, customer success, support, professional services, and customer operations. Designing and implementing the CX strategy, exploring new technologies to deliver better CX at a lower cost, aligning the executives to create a customer first culture, partnering with other functions to advance the customer agenda, driving product adoption, and hiring and retaining top talent.Transforming the function by actively leveraging technology such as CRM, CSP, AI, ML, Predictive Analytics, Personalization etc. Built the team and strategy to support the growth of CS from servicing a handful of products to servicing over 20+ products including acquisitions and outsourced vendors. Grew the team to 4X while complexity went up to 10X, and the services revenue grew to 5X despite the cost of service going down to 1/3rd. Stevie award winner for 3 consecutive years. Evolved the CS function to a revenue-generating function.
EXL Vice President Operations (L2) Feb'13 - Oct'15

Vice President Operations (L2) Won the “Global Alsbridge Innovation” award http://ir.exlservice.com/releasedetail.cfm?releaseid=850859 Member of the “EXLerator Transformation” group. Delivery Head and responsible for the organic growth of the Logistics vertical. Managed a revenue of $50 million and a 4000+ people service delivery team operating out of multiple centers. Formulated the “Go to Market” strategy to penetrate the Canadian market in the Utilities vertical.
EXL Vice President Operations Nov'07 - Aug'10

Vice President Client Operations Deployed on a 5 months secondment to the CEO’s office for turning around operations and relationship for a strategic client. Grew from scratch to a 600 people team in 1.5 years. Site Head for UK insurance account. Transitioned, set up and managed a strategic insurance account operating out of Noida and Pune. Successfully retained a $9 million LOB and grew it by 110%.
SiTEL India Ltd. Sr. Director, Global AM Sep'11 - Jan'13"

Sr. Director, Global Account Management NPS pivoted from detractor to Promoter. Grew the account from $9M to $12M. Global Relationship Manager for all travel clients and overseeing operations in India, Philippines and Rabat. Member of the EMEA & India solutions team & POC for travel vertical. Servicing - Australia, Singapore, India, UK, France, Poland and USA markets out of India, Manila, and Rabat.
SiTEL India Ltd. Site Director Sep'10 - Mar'12

As Site Director Won the President’s award for being the best site across 24 sites in APAC region, 2 quarters in a row. EBITA improved exponentially from -7% to 12%. Location head for Gurgaon centre; hard-line reporting of all functions. Turned around delivery and created a world-class team.
SiTEL India Ltd. AVP – Operations Feb'05 - May'06

Assistant Vice President – Operations Managed a highly complex 500+ technical support ISP business spread across 3 sites in Mumbai and Hyderabad generating $9.2 million in revenue annually.