About Me
I'm Swatti Sri Pilla, a Global Customer Success and Agile Program Leader with a Master's in Software & Computer Engineering from International Technological University, San Jose, California. My career has been a journey of creating impact at the intersection of technology, people, and purpose. With 15+ years of global experience across the US, UK, Canada, Germany, and India, I've led agile delivery and customer success programs for some of the world's most complex industries—BFSI, Healthcare, Automotive, Crop Insurance, 401(k) Retirement, and Agentic AI.
From spearheading $50M+ enterprise accounts to improving Net Revenue Retention by 18%, my focus has always been clear: deliver meaningful value, consistently and globally. I began at HSBC as a Client Engagement Specialist, where I learned the importance of customer trust and proactive communication. Over the years, I evolved into a Customer Success and Program Leader at Cognizant and Accenture, driving transformation through outcome-driven product cycles and rapid experimentation.
Certified in PMP, ITIL, Agile Scrum, Azure AI, Generative and Agentic AI, I blend technical depth with business agility—leading scalable initiatives that reduced churn by 25%, improved CSAT by 30%, and accelerated time-to-value by 40%. But my story isn't just about metrics—it's about people. I've built and empowered teams across geographies, launched enablement communities, and mentored next-gen talent. I believe lasting success is built on alignment of values, vision, and execution—creating moments where customers don't just renew, they advocate.
Beyond my professional and entrepreneurial journey, I'm a certified pilot and a Wing Commander in the NCC Air Wing. My background in martial arts and aviation training has shaped my discipline and leadership values. I actively serve as a social activist through the National Service Scheme (NSS), supporting community welfare and disaster relief initiatives such as Tsunami rehabilitation programs.
Certified Pilot – Achieved certification as a private pilot and topped the Pilot Aptitude Battery Test (PABT).
Leadership in NCC – Served as Wing Commander in the NCC Air Wing, mentoring cadets in leadership, discipline, and aviation awareness.
Martial Arts Practitioner – Trained in Martial Arts, promoting physical endurance, focus, and self-mastery.
Social Activism & Community Service – Active social activist and volunteer under the National Service Scheme (NSS), contributing to education and environmental causes.
Disaster Relief Efforts – Led fundraising for Tsunami relief, supporting rehabilitation and community rebuilding.
Mentorship & Youth Guidance – Passionate about mentoring young professionals and students, sharing leadership lessons from NCC, aviation, and community service to help them build resilience, focus, and purpose.
Academic Engagements – Participated in college-level seminars and professional workshops, presenting topics related to leadership, technology, and personal growth.
Professional Experience
15+ years of driving customer success, leading agile transformations, and delivering impact across global enterprises in BFSI, Healthcare, Automotive, and AI sectors
Seasonal Program Manager
Led the EU & EMEA account management portfolio, partnering with large enterprise and marketplace sellers to expand digital commerce presence, driving 30% YoY growth in seller revenues.
Key Achievements
Key Skills
Global Senior Program Manager
Directed cross-functional teams to deliver complex projects by applying structured management practices focused on mitigating risks and ensuring operational success. Oversaw project execution through tools like Jira and Confluence, tracking KPIs, facilitating sync-ups, and driving milestone-based progress.
Key Achievements
Key Skills
Customer Success & Agile Project Manager
Led Proof of Concept (PoC) initiatives, from gathering client requirements to validating business value. Partnered with sales, engineering, and product teams to troubleshoot and resolve complex performance challenges while promoting a DevOps-first culture. Orchestrated project timelines and deliverables, ensuring on-time completion through effective collaboration with cross-functional teams and engaged with product teams to drive enhancements and ensure timely resolution of product-related issues. Automated SaaS onboarding workflows using Terraform and Kubernetes, accelerating time-to-value by 30%.
Key Achievements
Key Skills
Agile Project Coordinator
Partnered with sales, engineering, and product teams to troubleshoot and resolve complex performance challenges while promoting a DevOps-first culture. Orchestrated project timelines and deliverables, ensuring on-time completion through effective collaboration with cross-functional teams and engaged with product teams to drive enhancements and ensure timely resolution of product-related issues. Integrated DevOps and Azure Sentinel log analytics to automate client security monitoring, reducing response times by 35% and enhancing SaaS reliability.
Key Achievements
Key Skills
Customer Operations Lead
Championed goal-oriented execution by aligning team efforts with defined objectives and deliverables. Strengthened client engagement by nurturing productive partnerships and contributed to long-term business value. Additionally, enabled cross-functional excellence by coaching teams across geographies on product innovations and evolving QA methodologies.
Key Achievements
Key Skills
Client Engagement Specialist
Designed and rolled out risk assessment frameworks to streamline data collection, analysis, and reporting of compliance indicators. Interpreted audit findings and compliance assessments to support risk mitigation strategies and policy improvements, and conducted on-site inspections to validate adherence to internal standards, safety protocols, and regulatory requirements. Streamlined support operations using automation and monitoring tools (Salesforce, Zendesk, Tableau), improving SLA compliance by 20%.
Key Achievements
Key Skills
Education
Academic foundation in Computer Engineering and Software Development from prestigious institutions
International Technological University
Master of Science in Computer Engineering
San Jose, California
Duration
2013-2015
Skills Acquired
International Technological University
Master of Science in Software Engineering
San Jose, California
Duration
2011-2012
Skills Acquired
Andhra University - St. Joseph's College
Bachelor of Science in Computer Science
Visakhapatnam
Skills Acquired
Nalanda Junior College
Intermediate Education
Visakhapatnam
Skills Acquired
Visvodaya High School
Secondary Education
Visakhapatnam
Skills Acquired
Professional Certifications & Badges
Industry-recognized certifications and digital badges that validate my expertise in Customer Success, Agile Program Management, AI Technologies, and emerging digital innovations.
ITIL Foundation Certificate
Axelos
Foundation certification demonstrating understanding of IT service management principles and ITIL framework for delivering quality IT services.
Key Competencies:
EXIN Agile Scrum Foundation
EXIN
Foundation certification validating expertise in Scrum framework, agile practices, and facilitating high-performing development teams.
Key Competencies:
Freedom with AI Masterclass
AI Training Institute
Comprehensive masterclass on leveraging AI for business transformation, leadership, and strategic innovation.
Key Competencies:
Project Management Professional (PMP)®
PMI
Globally recognized certification demonstrating expertise in project management principles, agile methodologies, and leading cross-functional teams.
Key Competencies:
Generative AI Overview for Project Managers
PMI
Advanced certification covering generative AI applications in project management, strategic implementation, and driving innovation through AI.
Key Competencies:
Introduction to Cognitive Project Management in AI (CPMAI)™
CPMAI
Certification in cognitive project management methodologies, integrating AI and machine learning into project delivery frameworks.
Key Competencies:
Practical Application of Gen AI for Project Managers
PMI
Hands-on certification focused on practical applications of generative AI in project management contexts and real-world scenarios.
Key Competencies:
Talking to AI: Prompt Engineering for Project Managers
PMI
Specialized certification in prompt engineering techniques for project managers to effectively leverage AI tools and language models.
Key Competencies:
Verified International Academic Qualifications
International Credential Evaluation
Official verification of international academic qualifications demonstrating educational excellence and credential authenticity.