Recommended expert
Srinivasan (Srini) Gowrishanker
Senior Director, Customer Experience
Experience
Apr 2023 - Present
2 years 11 monthsBerlin, Germany
Senior Director, Customer Experience
Unknown Company
- Architected and scaled the global professional services and presales organization from the ground up, taking full P&L ownership to drive customer onboarding, delivery, and expansion.
- Built & empowered high impact teams.
- Automated delivery & efficiency of internal tools & processes using AI & established structured customer advocacy programs.
- Established strategic framework for tracking, improving key metrics: Revenue (Recurring & One-time), Profitability, OB Churn & Net Retention, CSAT, LTV, TTV, eNPS, & created robust reference account networks.
Apr 2020 - Apr 2023
3 years 1 monthBerlin, Germany
Director, Customer Experience
Unknown Company
- Led European services sales, delivery strategy, & full P&L ownership.
- Pioneered the European customer onboarding and professional services division, building and scaling the function from zero to a multi-million euro P&L.
- Focused on accelerating renewals, upsell/cross-sell, & reinforcing operational rigor through stakeholder governance.
- Scaled to and delivered multi-million euro revenue, improved renewals, upsell rates, & retention, TTV, eNPS, consistently elevated CSAT & engagement.
Aug 2007 - Mar 2020
12 years 8 monthsLausanne, Switzerland
Global Program Director
Unknown Company
- Directed global digital/cloud transition, transformation of €20M ACV, across geos & vendors, orchestrated large-scale infrastructure & application migrations, decommissions, & full data center exits.
- Led team of 200+ members, in charge of architecture, solutioning, procurement, infrastructure, security, 24x7 operations.
- Drove org-wide automation & compliance (ISO, SOC2), successful with audits, & RFPs, governance for major contracts.
- Managed transformation milestones, cost savings, infrastructure availability, operational SLAs, eNPS.
Aug 2004 - Oct 2007
3 years 3 monthsChennai, India
Tivoli Administrator
IBM
- Managed & scaled IT infrastructure for internal & external clients using IBM Tivoli stacks, improving monitoring & automation.
- Innovated process & tools, drove continuous service improvement.
Industries Experience
See where this freelancer has spent most of their professional time. Longer bars indicate deeper hands-on experience, while shorter ones reflect targeted or project-based work.
Experienced in Information Technology (15.5 years) and Professional Services (6 years).
Information Technology
Professional Services
Business Areas Experience
The graph below provides a cumulative view of the freelancer's experience across multiple business areas, calculated from completed and active engagements. It highlights the areas where the freelancer has most frequently contributed to planning, execution, and delivery of business outcomes.
Experienced in Operations (21.5 years), Information Technology (15.5 years), Project Management (12.5 years), Customer Service (6 years), and Sales (6 years).
Operations
Information Technology
Project Management
Customer Service
Sales
Summary
Strategic technology executive and P&L owner with 21 years' experience specializing in founding and scaling SaaS customer experience and professional services organizations. Renowned for architecting the entire pre- and post-sale customer journey from presales to implementation and long-term success. Proven success in taking CX functions from inception to multi-million euro revenue streams at high-growth companies like Pleo (Fintech) and Freshworks.
Skills
- Leadership, Team Mentorship & Strategic Account Management
- Customer Experience (Solutions, Services Sales, Delivery & Success)
- Services Delivery & Transformation (Saas, Paas, Iaas)
- Results-driven Change, Customer Advocacy Programs
- Process Automation & Compliance
Languages
Tamil
NativeEnglish
AdvancedHindi
AdvancedGerman
IntermediateEducation
Oct 2001 - Jun 2004
University of Madras
Masters, Computer Applications · Computer Applications · Chennai, India
Oct 1998 - Jun 2001
University of Madras
Bachelors, Physics · Physics · Chennai, India
Certifications & licenses
PMP
IBM Certified Deployment Professional
ITIL v2 Foundation
DEI Awareness
Google Gen AI Leader
Understanding & Implementing NIST AI RMF (Risk Mgmt Framework)
Profile
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Frequently asked questions
Do you have questions? Here you can find further information.
Where is Srinivasan based?
Srinivasan is based in Berlin, Germany.
What languages does Srinivasan speak?
Srinivasan speaks the following languages: Tamil (Native), English (Advanced), Hindi (Advanced), German (Intermediate).
How many years of experience does Srinivasan have?
Srinivasan has at least 22 years of experience. During this time, Srinivasan has worked in at least 4 different roles and for 2 different companies. The average length of individual experience is 5 years and 5 months. Note that Srinivasan may not have shared all experience and actually has more experience.
What roles would Srinivasan be best suited for?
Based on recent experience, Srinivasan would be well-suited for roles such as: Senior Director, Customer Experience, Director, Customer Experience, Global Program Director.
What is Srinivasan's latest experience?
Srinivasan's most recent position is Senior Director, Customer Experience at Unknown Company.
What companies has Srinivasan worked for in recent years?
In recent years, Srinivasan has worked for Unknown Company.
Which industries is Srinivasan most experienced in?
Srinivasan is most experienced in industries like Information Technology (IT) and Professional Services.
Which business areas is Srinivasan most experienced in?
Srinivasan is most experienced in business areas like Operations, Information Technology (IT), and Project Management. Srinivasan also has some experience in Customer Service and Sales.
Which industries has Srinivasan worked in recently?
Srinivasan has recently worked in industries like Professional Services.
Which business areas has Srinivasan worked in recently?
Srinivasan has recently worked in business areas like Customer Service, Operations, and Sales.
What is Srinivasan's education?
Srinivasan holds a Master in Computer Applications from University of Madras and a Bachelor in Physics from University of Madras.
Does Srinivasan have any certificates?
Srinivasan has 6 certificates. Among them, these include: PMP, IBM Certified Deployment Professional, and ITIL v2 Foundation.
What is the availability of Srinivasan?
Srinivasan is immediately available for suitable projects.
What is the rate of Srinivasan?
Srinivasan's rate depends on the specific project requirements. Please use the Meet button on the profile to schedule a meeting and discuss the details.
How to hire Srinivasan?
To hire Srinivasan, click the Meet button on the profile to request a meeting and discuss your project needs.
Average rates for similar positions
Rates are based on recent contracts and do not include FRATCH margin.
1200
900
600
300
Market avg: 850-1010 €
Market avg: 850-1010 €
The rates shown represent the typical market range for freelancers in this position based on recent contracts on our platform.
Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
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