A LITTLE ABOUT ME
I believe the best business relationships are built on understanding.
I’m Srivatsan, an enterprise technology and customer relationship leader with more than 25 years of experience helping organisations navigate business challenges through technology.
My career has taken me across network services, security, quality assurance, business analysis, enterprise consulting, sales and strategic customer management.
Each chapter has shaped how I approach business: understand the people, understand the problem, and then work together to find the right solution.
My professional journey
Understanding technology from the inside
My early career gave me a foundation in technology operations, network services, security and quality assurance.
Working in these environments helped me understand the importance of reliability, technical detail and the operational realities behind technology.
Understanding how businesses work
As I moved into business analysis and consulting, I became increasingly interested in how organisations operate.
I worked with stakeholders across departments to understand business processes, document requirements and translate operational challenges into technology solutions.
One particularly formative experience was working with Corona Jewellery, where I helped understand the company’s legacy systems and business processes as part of its ERP evaluation.
It reinforced something I still believe today: the people doing the work often understand the business better than anyone else.
Bringing business and technology together
My work in enterprise consulting expanded my experience across customer engagement, solution consulting, project discussions and commercial decision-making.
I learned that successful engagements require more than technical capability. They require the ability to understand a customer’s vision, set realistic expectations and bring the right people together.
Leading strategic customer relationships
Most recently, I led sales and account management at RootQuotient.
My responsibilities spanned enterprise business development, proposals, solution consulting, onboarding, strategic account management, customer governance and opportunities for customer growth.
I worked closely with customers and internal technology teams to connect business objectives, delivery realities and commercial outcomes.
This experience reinforced my belief that customer success should be part of the entire customer journey, not a function that begins after a sale.
Customer success is not a department. It’s a way of thinking.
I don’t believe customer success belongs exclusively to one team.
It begins with the first conversation, continues through solution design and onboarding, and becomes even more important as customers begin using and evolving their technology.
It requires people across sales, product, engineering, delivery and leadership to understand the customer’s desired outcomes.
My approach is grounded in five principles:
Empathy — Understand the people behind the business.
Curiosity — Ask questions before making assumptions.
Transparency — Be honest about expectations, risks and trade-offs.
Ownership — Take responsibility for moving conversations towards resolution.
Value — Focus on the outcomes customers are trying to achieve.
A little more about how I think.
I’m naturally curious about how people, technology and ideas come together.
I enjoy exploring emerging technologies, particularly AI, and thinking about how they can create practical value rather than simply generate excitement.
I also believe there is always something to learn from different industries, perspectives and experiences.
For me, professional growth is not just about collecting titles or mastering a particular technology. It’s about becoming better at understanding people, solving problems and making a meaningful contribution.
Interested in exchanging ideas?
I’d enjoy connecting with people who believe that better business outcomes begin with better understanding.
Get in Touch