Elevate Your BusinessSub-Headline

Strategized solutions for enhancing global operations.

Transform customer experience, streamline efficiencies, enjoy exponential revenue growth.

Three ways to Partner

You can do anything just not everything. Let's partner to tackle your highest priority today!

Monica Mallick Customer experience executive with 20+ Years of progressive leadership from technical support , solution engineer , product manager and developer to Global Vice president customer experience transformation. Driving revenue growth and scaling global organizations from startup to enterprise consistently achieving world class economics while maximizing customer lifetime value

Career Impact:

60% Revenue Growth | 55% reduction in churn | 15 to 575+ global team leadership | 600K+ Customers globally across SMB, Mid Market and enterprise| $30M + Budget | $700M ARR retention | world class operational metrics with 95%+ retention, 2.3% Cost revenue ratios, -50 to +45 NPS improvement, 4.5 + CSAT and CES, 30%+ deflection rate, 55% improvement in efficiency

Core Expertise:

End to end Customer Journey Orchestration, Customer Lifetime Value Optimization, Professional Services and Implementation Self Service and Digital Experience, Community and Content Strategy, Global Operations & P&L Management, Revenue Generating service Design, Customer success and expansion programs, Competitive Differentiation Strategy, Executive stakeholder Management, Customer Advocacy and Community

Project Based

Scenario:

You lack the expertise on your team or company to solve a critical GTM customer experience challenge or need to transform a global operations operation with strategy and execution.

Engage a strategic hands-on leader/operator to do assessment , build strategy and execute on rolling out initiatives to build, scale and grow the organization delivering immediate short team impact and long term sustainable results

Ideal for: Organizations with organic growth, acquisitions, disparate customer experience, high cost operations and churn looking to get started quickly with a subject matter expert with proven track record of quickly delivering 15+ transformations with sustainable results

“Most Popular"

Sample Projects:

  • 360 degree assessment

  • Strategy, mission, vision, roadmap

  • Customer segmentation, onboarding, implementation, support, expansion, retention, Advocacy, Red Accounts

  • Service, Success and support Plan offerings design and rollout

  • Operational execution with Metrics, Goals, Global operating Model, QBRs, All Hands, offsite, employee engagement and retention strategies

  • Methodology, playbooks, enablement , onboarding

  • Org Design, Roles definitions, Comp framework, Hiring

  • On-shore, off-shore, MSP, Outsourcing, Partner, Vendor strategy and setup

Contact for Pricing and scope

Fractional Leadership

Scenario:

You need an executive leader who has “been there, done that” to build, optimize, accelerate and scale your post sales customer experience engine. Align sales, marketing, customer success, Support, services and product for predictable revenue growth and customer retention. Build market differentiator customer experience on Gartner scale of 5/5 and high performing global operating team

Ideal for: Orgs with a leadership gap who want to hire an interim leader to elevate overall post sales customer experience, employee engagement and global operations performance

“Proven track record at accredited companies"

Sample Roles:

  • Global Vice President of Support and TAM at Smartsheet, Asana, Birst

  • Global Vice President of Customer Success and Support at Skedulo, Udemy

  • Global Leader of Solution Consulting and Professional Services at Amdocs

  • Global Leader of Customer Experience and Operations at Ringcentral

  • Global Business Operations and Customer Experience Leader at Cisco, Webex (8year tenure)

  • Senior leader of Product, Engineering, Professional Services and Support at Oracle (Over ten years tenure)

Monthly retainer options to match your needs. 2 month minimum.

1:1 Advisory

Scenario:

Product Feedback: You seek feedback on a product from an post sales GTM expert to assess fit for customers in post sales function or end customers

Post sales GTM expertise: You seek consultation on various post sales aspects listed in projects section

Voice and value for Customer: You seek a trusted Buyer who has led hundreds of deal conversations. Access expert, unbiased advice to decipher what value means to your target customer. Lead your product feedback and GTM renewal conversations from a place of customer empathy to reduce churn and drive renewals with expansion with more deals

Growth with Scale Transformation: You seek consultation on scaling global operations with digital self service technology, tools and staffing strategy while building high touch enterprise customer experience framework

Career Coaching: You need guidance on how to choose the right career, company and role, build a compelling resume, prep for interview & negotiate with confidence. Together, we will align your experience, aspirations and values to your career.

“Most Flexible”

Hourly engagement session options to meet your needs

Elevate Your Business

Strategized solutions for enhancing global operations.

Transform customer experience, streamline efficiencies, enjoy exponential revenue growth.

Elevate Your Business

Strategized solutions for enhancing global operations.

Transform customer experience, streamline efficiencies, enjoy exponential revenue growth.