Manil Vasantha

SARATOGA, United States

Manil Vasantha
Ph. (650) 773-0209. E-mail manil_vasantha@yahoo.com Web www.linkedin.com/in/manil-vasantha Address: 14138 Sobey Rd., Saratoga, CA-95070
Strategic and innovative leader with over 25 years of experience, 20+ years of experience working with Sales and Sales Leadership, specifically emphasizing expertise in selling
and managing complete P&L for Product/Platform Engineering and Data related services to Fortune 100 organizations, particularly in the Technology industry, worked alongside
sales teams to close and upsell deals to maximize ARR. Demonstrated expertise in driving customer health and loyalty through innovative cloud solutions. With over 15 years of
experience in GTM strategies, customer workflow solutions, fostering strong customer relationships, and leading high-performing global teams. A hands-on expert in building
and growing geographically dispersed Technical Services and DevOps Organizations in start-ups and established Fortune 50 Companies focused on creating Customer value and
establishing end-to-end Customer experience in mission-critical environments.
Proven record in delivering transformational impacts through implementing workflow technologies to implement Process Automation and streamline Business Process
improvement. Now, incorporating Generative AI as a strategic solution. Skilled in orchestrating global operations, scaling services, and adopting cutting-edge technologies like
AI/ML and cloud solutions. Committed to creating lasting customer value and enhancing user experiences, aligning with Sales Team’s mission of driving customer success and
loyalty.
Core Competencies
Leadership
Workflow solution expertise
Strategy Account Planning
AI/LLM/Generative AI
Business Transformation and Strategy
P&L Management
Strategic Direction AI/ML Implementation in Customer Support Service Executive Leadership
Cross-Functional Collaboration Business Transformation & Optimization Customer Aquisition
Service Organizations Management Sales Collaboration Customer Experience Management
Support Planning Logistics Data-Driven Decision Making & AI Integration Solution Sales in Technology Industry
GTM Strategy Project/ Program Management Business Operations
Operational Excellence in Enterprise CRM
Systems
Global Team Management
Retail / Finance / FinTech
Onshore/Offshore/Outsourced Knowledge
Key Performance Indicators (KPIs)
Cross-Functional Leadership
Customer Satisfaction & Retention
Innovative Cloud Solutions
Implementation
Cross-Functional Collaboration
Selected Accomplishments
• Comprehensive Business Transformation: Implemented initiatives across multiple roles, significantly optimizing P&L through strategic automation, process,
and product enhancements.
• Spearheaded strategic initiatives as an Independent Consultant, focusing on Generative AI implementation. Assessed tools and delved into the intricacies of
infrastructure requirements for AI model training, demonstrating an in-depth understanding of innovative AI technologies and their practical applications.
• Implemented AI-Driven Solutions: Executed the deployment of three AI applications utilizing ChatGPT Large Language Models (LLMs), enhancing real-time
decision-making and operational efficiency.
• Automated Marketing Strategy: Orchestrated an AI-powered automated marketing strategy, achieving seamless integration across all social media platforms,
significantly boosting employee engagement and brand visibility.
• Innovative Agent Training Program: Pioneered an agent training program using ChatGPT LLMs, leveraging internal tacit data to enhance training effectiveness
and agent performance.
• Customer-Facing AI Interface: Developed and deployed a customer-facing ChatGPT solution, pioneered the integration of AI/ML technologies in customer
support services, enhancing customer experience and operational efficiency.
• Highlighted expertise in crafting exceptional Customer Experiences through the design and development of intricate customer journeys and Playbooks for
services. Ensured seamless interactions, contributing to enhanced user satisfaction and loyalty.
• Orchestrated the successful establishment and leadership of Global support and success organizations across diverse regions. Leveraged cross-cultural
collaboration to build high-performing teams and deliver top-notch support services on a global scale.
• Architected and executed large-scale billion-dollar implementation projects, earning recognition from prominent industry analysts. Proven record of
accomplishment of translating complex visions into tangible results that drive business success.
• Acknowledged as an Extraordinary Leader, consistently fostering high employee retention rates and implementing innovative training initiatives. Demonstrated
commitment to nurturing talent and cultivating a culture of growth.
• Displayed a unique ability to drive revenue growth and operational efficiencies, optimizing processes and strategies to achieve exceptional outcomes. Proven
record of accomplishment of not only meeting but exceeding organizational goals.
Experience
Self 01/2023 - present
Independent Consultant
• AI Infrastructure and Network Advisory: Advised on AI workload support, data center evolution, and cloud infrastructure, including analysis of network
infrastructure trade-offs for Nvidia GPU-based training server clusters.
• Infrastructure Analysis for AI Scalability: Analyzed requirements for scalable Generative AI model training and delivery, focusing on data center and cloud
solutions. Investigated emerging trends impacting data center design, such as quantum computing, nano technology, and their implications for AI workloads.
• Cloud Computing and AI Investments: Examined the evolving landscape of cloud computing, including the impact on AI infrastructure investments and
considerations for different cloud providers.
• Consulted on next-generation cloud infrastructure and AI technologies, focusing on strategic implementation and business value acceleration. Leveraged
expertise in Generative AI to enhance enterprise CRM systems, aligning with Salesforce’s innovative approach to customer success.
• Generative AI Implementation and Strategy: Explored Generative AI processes, tools, and implementation hurdles, and developed strategies for integrating
Gen AI into B2B product portfolios, including pricing and organizational structuring.
• AI's Influence on ERP/CRM/HCM and SaaS: Examined the impact of AI and LLMs on ERP products, HCM, and eCommerce SaaS spaces, offering insights into the
future of these technologies.
• AI Business Transformation Success Measurement: Implemented quantitative and qualitative success measures for GenAI solutions, ensuring alignment with
business goals and customer satisfaction.
Oracle Corp. 03/2018 – 01/2023
IT/SaaS/IaaS/PaaS
Vice President of Customer Success Engineering and Solutions Services (OCI)
• Led business transformation initiatives for IaaS/SaaS/PaaS solutions, resulting in a 300% revenue increase and enhanced customer loyalty through strategic automation
and AI and ML Integration. Fostered cross-departmental partnerships with Compute, Networking, Storage, SRE, and R&D. Worked closely with and collaborated with
sales, to the scale the deals, which significantly impacted the multiples on the business.
• Cross-functional responsibility in onboarding TikTok to Oracle’s IaaS platform. Daily average peak traffic of 54M transactions per second. Outcome: TikTok moved from
on-prem to OCI in 4 months with zero downtime and rollbacks.
• Provided Executive Leadership to build comprehensive IaaS solutions for TikTok RoW traffic (IAD) and DR(ORD). Outcome 300% increase in revenue.
• Responsible for white-glove service to TikTok through go-live. Outcome: support scorecard rating increased from 3 to 5.
• Provided leadership in planning and implementing a strategic solution to drive operational efficiencies and meet TikTok’s aggressive timelines. The goal was to increase
ARR through product adoption. Outcome: 300% increase for TikTok in 14 months. CSAT: 70% inc.
• Was integrally involved in onboarding, product planning, launch planning, demand planning, capacity planning, testing, and inventory management of all compute and
storage capacity for TikTok. Over 100,000 bare metals and 26 SKUs. Built end-to-end test automation framework. Outcome: End to End workflow automation and on-
time delivery with an 8-week projected delivery calendar.
• Bootstrapped and led the development team to host TikTok workloads in the US in compliance with the CFIUS (Committee on Foreign Investment in the US);
implemented at-scale Gateway architecture to support 50M+ TPS.
• Optimized their AI, ML, and NLP modules, called Recommendation Engine/Training cluster, Outcome: 50% more efficiency over AWS.
• Delivering Customer Success / Solution (CSS) Engineering to Key Strategic projects and customer initiatives (B2C/Gaming/ODSA) and accounts (TikTok /Vodafone/
Samsung/Nvidia/Uber/RedBull) with a focus on increasing ARR. Outcome: Samsung launched 6000 concurrent streams in seven regions. Red Bull is in the press!
• GPU revenue was -125%. Reviewed (with all stakeholders/execs) unused, underutilized, and fragmented GPU v3 across 16 regions. H100, GPT-4, and Qfab 2.0 with
increased utilization reduced fragmentation and reduced discounting proposed. Outcome: 425% increase proposed.
• Spearheading Oracle’s first DRCC (Dedicated Region Cloud at Customer) customer – and rolling out six regions across EMEA. Responsible for onboarding Vodafone
and migrating their first 50 DBs before OpenWorld. Outcome: Successful go-live before CIO demo at CloudWorld.
• The team was part of Oracle’s multi-cloud (ODSA) launch team and was responsible for building the demo for Mr. Nadella and Mr. Ellison. Outcome: Successful launch
of ODSA.
Vice President Engineering, LCM Customer Success (OCI)
• Responsible for the $16+ Billion Fusion Apps business and built a strong relationship with their strategic accounts to understand their business needs and align support
services to meet their requirements. Paired with regional sales Director/VPs to ensure each Hypercare customer received personalized touch to help improve CSAT from
3.8 to 4.9 for overall service.
• Led a team of Developers / CRM / CSRs in optimizing the upgrade process. Reduced downtime from 16 hours to under 3 hours in 8 months. Outcome: 430% efficiency in
the upgrade path.
• Expanded role – took responsibility for a 100+ team of Core Development, DevOps, and Platform Service Management applications that built deployed, and managed the
lifecycle of over 100K PODs across Legacy platforms (OCI-C/OPC/C@C) and NextGen OCI platforms, supporting over 60K customers— Led business transformation
initiatives, migrated applications/customers to OCI. Outcome: $2.75B saved in OPEX for shutting down legacy DC.
• Cross-functionally manages a team of over 300+ core developers, QE, DevOps, TPMs, CSR, CRM, and support engineers.
• Participate/present in weekly Exec (EVP) review meetings: OPS Scorecard/ Change Trends/ Support Tier Scorecard/ / CAPA reviews. Engineering Delivery update/
Security review update / Gartner / Customer funnel data – retention review.
Hortonworks Inc. (merged with Cloudera) 09/2015 – 02/2018
IT/Hadoop
Senior Vice President Customer Success
Vice President of Customer Success
• Fastest software company EVER to hit 100M$ in annual revenue.
• Built Customer Success-CSS (Support, Premium Support, Sustaining Engineering, Solution Architects, Services, Technical Account Management / Customer Success
Managers, and Renewals process). Worked with Sales Leadership to define Customer segmentation into High/Medium/Low touch. Significant overhaul of Customer
Support Service through multiple Business Transformation processes across the board. Fostered cross-departmental partnerships with SRE, Marketing, Sales Leadership
and entire sales team, and R&D. Outcome: GRR 93%. NRR 138%. NPS 68. CSAT 98.5%. RR 98.5%. 58% of Diamond customers produced 150% of ARR in 18 months.
30% increase in NRR within 12 months.
• Ticketing automation: Integrating Salesforce Sales Cloud and Salesforce Community Cloud and building a Gamification process to include our Freemium community and
AI-driven, SOLR search of KB. Early adopter of LLM. Outcome: 12 months: 25% in case deflection. 15% increase in first-call resolution.
• Implemented a customer journey map initiative with GainSight. Improved onboarding process and CSAT by 15%. Fully automated onboarding in 18 months.
• Built and expanded Customer Success (CSS) team comprising NOC, Tiered, Front Line, Back Line (SME), Break Fix (BFO), Premier (DSE), and Success
(CSR/CSM/TAM). Global teams with Executive Leadership over eight countries/32 locations. Grew support from a team of 38 to 163 in 18 months and 250 by
FY17. Outcome: 25% case deflection. 130% increase in IDC efficacy. Performance based incentive plans. Gamification for freemium customers and service reps.
Improved P&L YoY by 22%. 3 New service offerings. Premium/BFO/CSM + 3-Bucket Rule.
• Built a Customer Success team ground up and worked very closely with Sales Leadership Team– Tiered customer segmentation into High/Medium/Low touch. MBO on
increasing ARR, Retention, Renewals, NPS, and Reference base and implementing GainSight to stratify customers, define concrete engagement models based on
segmentation and build customer workflows/journeys/storyboarding/playbooks from onboarding to building LTV.
• Expanding support responsibilities, building Hadoop Cloud Support Strategy for OSP, IBM IOP Cloud, and Microsoft-HDI.
• Part of a 5-member core team, responsible for establishing strategic OEM relationships with IBM, adding over 400 new logos to the Hortonworks. portfolio.
Outcome: Two mainstream partner enablement, Microsoft & IBM.
MapR Technologies (acquired by Hewlett-Packard) 07/2013 – 09/2015
IT/Hadoop
Vice President of Customer Support
• Supporting a business of $100 Million in Revenue. Reported to the CRO.
• Responsible for building a global support organization for the Enterprise-grade Hadoop platform working closely with Sales and Pre-Sales engineeers to close deals.
• Built a 4 Tier Support organization, including CSM and Sustaining Engineering.
• Collaborated with internal teams, including Engineering, Product Management, and Infrastructure, to address top case drivers and deliver effective solutions to customer
issues. Every case must fall into three buckets, Self-Help, Fix or Automate.
CA Technologies (acquired by Broadcom Inc.) 10/2010 – 06/2013
IT/ Financial Industry/Security/Enterprise/SaaS
Senior Director of SaaS Support
• Supporting a business of $370 Million in Revenue for SaaS Products.
• Successfully led a Global Support organization of 250 personnel, indirect Support organization of about 375, across multiple regions, including Americas, EMEA and
APAC. Implemented Support Strategies to reduce response time by 25% and increase first call resolution by 18%.
• Responsible for building a streamlined SaaS Hosting Support Service model for all CA SaaS product lines, including CA IAM
• Support CA’s $600+ million Security Business.
• Scaled Support to manage a revenue growth of 850% with a record 2.5% E/R with over 50% growth in inbound case volume year over year.
Arcot Systems, Inc. (acquired by CA Technologies) 01/2007 – 10/2010
Financial Industry/Security/Enterprise/SaaS
Senior Director of Technical Services and WW Support
• Initiated and managed the proof of concept, development / professional services, and deployment of the Arcot A-OK™ OnDemand/SaaS multi-factor
authentication services. Worked with Sales Leadership and Marketing to define the GTM strategy for Arcot A-OK™
. Launched the service and was
responsible for putting the first 500K users on this platform. As requested, was also directly responsible for these sales and pre-sales strategies. Building
strategic POCs and leveraging Salesforce.com and GoogleApps as point products. This led to the acquisition of CA Technologies.
• Established a matrix-type Global Support Organization to utilize Global Language skills services. Specialized in multiple product lines. Delivering world-class Support
services to Arcot’s 14000+ large enterprises and hosted customer base in Banking and Healthcare industries with over 20 million users worldwide.
• Directing the worldwide Support Service Organization of up to 50+ contractors and FTEs, comprising three direct line Managers including 3 Directors, spanning the
USA, UK, and India. Stewardship of Maintenance Revenue and management of the annual budget of $1.5 million.
• Gartner's report on ‘Web Fraud Detection MQ’ in February 2010 indicated one of Arcot Strength's as "Dedicated and Excellent Customer Service.”.
Gartner's report on ‘Web Fraud Detection MQ’ in February 2009 indicated one of Arcot Strength's as "Responsive Customer Service.”
Caymus Systems (acquired by Citrix) 06/2006 – 01/2007
NAC Appliance
Director of Customer Support & Services
• Successfully led the automation of the Pre-Sales process, achieving a significant 54% reduction in Cost of Sales (CoS).
Cranes Software Intl. 07/1991 – 08/1993
Enterprise Software Re-Seller
Director Pre-Sales Service
• Collaborated directly with the CEO of Matlab to secure exclusive distributorship rights for Cranes Software Intl. across all South-East Asia.
Education:
Master of Science in Computer Science
Bachelor of Engineering in Electronics Engineering