Sonvir Singh

Led end-to-end SaaS implementation of Loyalty+, Engage+, and Rewards+ modules for top clients like Aditya Birla Fashion (Peter England, Pantaloons, Van Heusen, Jaypore, W, and Aurelia) and managed full project lifecycle for project delivery. Oversaw project lifecycle stages including BRD, project planning, QA, SIT/QA, and launch. Configured loyalty tiers, offer engines, and CDP segments; integrated systems with POS, ERP, and CRM via REST APIs and batch data flows. Drove internal collaboration across Product, Engineering, and Sales for quick resolution and roadmap alignment. Monitored project status and health using Red, Amber, Green indicators in weekly updates. Monitored CR opportunities throughout implementation.

Owned customer journey for B2B clients across the Middle East, delivering cloud telephony and omnichannel engagement via Voice, SMS, and WhatsApp APIs. Directed customer relationships for high-value businesses, ensuring recurring revenue of USD 1.8M. Focused on achieving high NPS scores for enhanced customer engagement. Monitored customer health scores, proactively addressing risks to prevent churn. Supported customers through implementation, adoption, renewal and growth to drive long-term success and value. Created health score models and playbooks to track adoption, reduce ticket volumes (25%), and improve renewal rate. Participated in MBR and QBR sessions with clients to understand current engagements. Expanded client base by introducing new products. Engaged Product and Marketing teams for CSAT insights.

Establish Project Plan: defining project scope, securing necessary resources, and monitoring all activities. Drive project execution: tracking project activities, monitoring and handling changes, conflicts, and escalations. Planning and Implementation: leading planning and implementation, and defining project scope, goals, and deliverables. Handle Customer and Stakeholder Engagement: managing customer relationships, building confidence and trust, ensuring project progress, and arranging meetings and customer events. Timeline and Deliverables: Planning and scheduling project timelines to track project deliverables using appropriate tools, and providing direction and support to the team. Team Management: Managing the entire project team from requirements through development, testing, training, implementation, and closure. Vendor Management: Coordinate multiple ERP vendor solutions from order to fulfilment.

Hands-on experience integrating and supporting enterprise SaaS solutions at Capillary Technologies for retail and CPG clients. Specialised in translating business requirements into technical configurations, enabling seamless deployment of customer engagement, and loyalty platforms. Proficient in working with APIs and using Postman for testing integrations, validating data flows, and debugging real-time issues. Strong working knowledge of SQL for data extraction, transformation, validation, and backend troubleshooting during client onboarding and support. Experience in coordinating with cross-functional teams, including Product, Engineering, and Customer Success, to ensure timely and accurate solution delivery. Skilled in managing client communications during implementation, providing post-go-live support, and ensuring high platform adoption. Highly analytical, process-oriented, and committed to delivering stable, scalable, and high-performance integration solutions.