Abhishek Singh

• Programme Governance & Delivery: Led cross-functional execution across Product,
Engineering, Analytics, and Customer Success for enterprise SaaS programmes —
maintaining delivery timelines, managing scope changes, and presenting programme
health to C-suite steering committees.
• AI Implementation: Configured Gainsight AI Copilot (AI Follow-Up, sentiment analysis,
AI-generated call summaries) across 100+ enterprise accounts. Wrote Python scripts to
automate Gainsight and Gong REST API integrations using LLM-assisted development
— reducing integration build time by ~50% and manual CSM effort by 35%.
• Salesforce & CRM Ecosystem: Governed dual Salesforce instance environment
(Punchh SFDC + PAR SFDC) within Gainsight; managed real-time sync jobs,
OAuth/PKCE credential compliance, and connector health. Architected Gong-PAR
SFDC-Gainsight integration to surface call intelligence in Timeline Activities.
• PMO Dashboards & Reporting: Designed executive KPI dashboards (Gainsight, Zoho
CRM) tracking programme health, customer lifecycle metrics, and operational efficiency
— reducing reporting cycle to near-real-time; standardised RAID logs and change
management achieving 20%+ reduction in cross-team rework.
• Stakeholder & Risk Management: Facilitated QBRs for 15+ enterprise accounts and
VP/C-suite stakeholder sessions; led escalation management for critical incidents
(reward abuse fraud, CRM outages) — coordinating cross-team resolution within SLA
using AI-driven health score indicators.
• Client Engagement & Mobile App Delivery: Served as the primary point of contact for
enterprise clients across mobile application projects — conducting requirement-gathering
workshops directly with client stakeholders, translating business needs into detailed
functional specifications, and managing end-to-end delivery from discovery through UAT
to production release on iOS and Android platforms.
• LLM & Python Integration Projects: Independently Python scripts Gainsight, and Gong and
concepts to internal knowledge-retrieval — hands-on
capability beyond project oversight.

• End-to-End Project Coordination: Managed full requirements lifecycle for B2B SaaS
platform releases across Agile sprints — stakeholder discovery, BRD/FRD authoring,
UAT sign-off, and go-live across 8+ concurrent feature streams.
• Salesforce CRM Administration: Configured SFDC workflow rules, custom objects,
validation rules, and dashboards; served as business liaison between sales teams and
SFDC developers to prioritise and deliver CRM enhancements on schedule.
• Automation & Process Efficiency: Automated manual reporting workflows using
rule-based tooling and early AI-assisted analytics — 30% reduction in reporting effort;
SOP templates cut coordinator onboarding time by 40%.
• Stakeholder Engagement: Facilitated requirement sessions with 10+ business
stakeholders; translated complex pain points into actionable feature specs and
acceptance criteria, improving sprint delivery predictability.