Experience
Customer Success, account growth and operational coordination.
Detailed experience across Customer Success, account growth, solution delivery, business development and operational coordination. Client names are withheld under NDA.
August 2023 — Present
Xyicon LK
Enterprise Customer Success ownership across onboarding, requirements, delivery, account management, problem management and customer insight.
Customer Success Specialist
March 2025–Present
- Primary point of contact for a global enterprise client’s North America and Europe operations.
- Owned onboarding, requirements gathering, solution design, data setup, delivery and ongoing account management.
- Contributed to roughly 50% year-over-year professional-services revenue growth through account growth and expansion.
- Led the client’s European onboarding, contributing to about 9% year-over-year growth in their licence/onboarding revenue.
- Owned customer initiatives and custom requests from requirements and solution definition through Product/Development coordination and QA.
- Contributed to roughly 67% year-over-year growth in custom-report revenue for the account.
- Served as Problem Manager from prioritisation through RCA, corrective actions and closure.
- Roughly doubled quarterly problem resolutions (~117% increase) over three quarters through structured follow-through.
- Helped create and roll out a P1 Incident Management process with SLAs and L1/L2 escalation.
- Raised on-time response SLA to 90%+ across email and chat during 2025–2026, up from a substantially lower baseline.
- Designed and executed a company-wide customer feedback survey, analysed sentiment and presented recommendations to senior management.
- Supported enterprise Professional Services delivery across healthcare, higher-education and logistics/real-estate accounts, including data setup, validation and accuracy.
Associate Customer Success Specialist
August 2023–March 2025
- Provided L1 issue triage, recommendations, escalation and SLA-based support.
- Built the customer and operational context that supported later ownership across enterprise onboarding and problem management.
July 2022 — August 2023
Techone Global
Managed the SMB sales cycle while staying close to client requirements, renewals, escalation handling and forecasting.
Account Manager
July 2022–August 2023
- Managed SMB sales cycle from telesales qualification through requirements, proposals, conversion and onboarding.
- Managed client requirements, escalations, renewals, payments, cross-sell and upsell.
- Portfolio spanned professional services, industrial manufacturing, enterprise software and environmental-services SMBs.
- Supported monthly, quarterly and annual forecasting, pipeline reviews and planning.
September 2019 — July 2022
Kapruka E-Commerce (Pvt) Ltd
Owned B2B account operations, fulfilment coordination and growth opportunities across corporate clients.
Assistant Manager – Sales & Marketing
August 2021–July 2022
- Managed local and international B2B accounts and end-to-end corporate client operations.
- Coordinated fulfilment, payments, escalations, Operations, Finance and Delivery.
- Analysed B2B order profitability and margin opportunities.
- Supported account development, new acquisition, cross-sell and upsell.
- Designed tailored operational models with clients and management.
- Developed account plans and collaborated on SMB campaigns and lead generation.
Marketing Executive
September 2019–July 2021
- Contributed to account development, campaign support and coordinated client-facing operational activity across B2B relationships.
March 2018 — September 2019
Inexis Consulting
An early intersection of SaaS commercialisation, customer communication and product collaboration.
Business Development Executive
May 2019–September 2019
- Led sales for an in-house association-management SaaS product.
- Managed the product’s clients as main point of contact.
- Developed pitch decks, proposals and website material.
- Collaborated with Development on improvements and features.
- Researched local and international B2B clients and partners.
- Worked with management, design and development on the company website revamp.
Management Trainee – Business Development
March 2018–April 2019
- Built the customer, product and market research foundations that supported the product’s go-to-market effort.
February 2018 — March 2018
Red Bull Sri Lanka
Short early-career exposure to in-market activation planning, negotiation and brand visibility execution.
On-Premise Intern
February 2018–March 2018
- Improved Red Bull branding at key Colombo on-premise outlets.
- Negotiated activations and promotions and developed plans for visibility and sales.
July 2017 — January 2018
MAS Intimates
Operational grounding in materials, supplier coordination and manufacturing timelines.
Merchandising Intern
July 2017–January 2018
- Supported Bills of Materials for new styles.
- Created purchase orders and coordinated local and international suppliers.
- Coordinated raw material timelines and manufacturing plants.
Education & qualifications
Academic foundation and CIM professional marketing study.
BSc (Hons) International Business Management
Staffordshire University, UK
Chartered Institute of Marketing
Level 4 Certificate
Completed
Level 6 Diploma
Partially completed
Exempted to Level 7
Level 7 Certificate
Completed
Looking for someone who can connect customers, operations and delivery?
I bring customer-facing ownership, commercial awareness and structured operational thinking to complex B2B environments.