Srinivasan Gowrishanker - Senior Director, Customer Experience

Q: Where is Srinivasan based?

Srinivasan is based in Berlin, Germany .

Q: What languages does Srinivasan speak?

Srinivasan speaks the following languages: Tamil (Native), English (Advanced), Hindi (Advanced), German (Intermediate) .

Q: How many years of experience does Srinivasan have?

Srinivasan has at least 22 years of experience. During this time, Srinivasan has worked in at least 4 different roles and for 2 different companies . The average length of individual experience is 5 years and 5 months . Note that Srinivasan may not have shared all experience and actually has more experience.

Q: What is Srinivasan's latest experience?

Srinivasan's most recent position is Senior Director, Customer Experience at Unknown Company .

Q: What companies has Srinivasan worked for in recent years?

In recent years, Srinivasan has worked for Unknown Company .

Q: Which industries is Srinivasan most experienced in?

Srinivasan is most experienced in industries like Information Technology and Professional Services .

Q: Which business areas is Srinivasan most experienced in?

Srinivasan is most experienced in business areas like Operations , Information Technology , and Project Management . Srinivasan also has some experience in Customer Service and Sales .

Q: Which industries has Srinivasan worked in recently?

Srinivasan has recently worked in industries like Professional Services .

Q: Which business areas has Srinivasan worked in recently?

Srinivasan has recently worked in business areas like Customer Service , Operations , and Sales .

Recommended expert

Berlin, Germany

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Experience

Apr 2023 - Present

3 years 2 months

Berlin, Germany

Senior Director, Customer Experience

Unknown Company

Architected and scaled the global professional services and presales organization from the ground up, taking full P&L ownership to drive customer onboarding, delivery, and expansion.
Built & empowered high impact teams.
Automated delivery & efficiency of internal tools & processes using AI & established structured customer advocacy programs.
Established strategic framework for tracking, improving key metrics: Revenue (Recurring & One-time), Profitability, OB Churn & Net Retention, CSAT, LTV, TTV, eNPS, & created robust reference account networks.

Apr 2020 - Apr 2023

3 years 1 month

Berlin, Germany

Director, Customer Experience

Unknown Company

Led European services sales, delivery strategy, & full P&L ownership.
Pioneered the European customer onboarding and professional services division, building and scaling the function from zero to a multi-million euro P&L.
Focused on accelerating renewals, upsell/cross-sell, & reinforcing operational rigor through stakeholder governance.
Scaled to and delivered multi-million euro revenue, improved renewals, upsell rates, & retention, TTV, eNPS, consistently elevated CSAT & engagement.

Aug 2007 - Mar 2020

12 years 8 months

Lausanne, Switzerland

Global Program Director

Unknown Company

Directed global digital/cloud transition, transformation of €20M ACV, across geos & vendors, orchestrated large-scale infrastructure & application migrations, decommissions, & full data center exits.
Led team of 200+ members, in charge of architecture, solutioning, procurement, infrastructure, security, 24x7 operations.
Drove org-wide automation & compliance (ISO, SOC2), successful with audits, & RFPs, governance for major contracts.
Managed transformation milestones, cost savings, infrastructure availability, operational SLAs, eNPS.

Aug 2004 - Oct 2007

3 years 3 months

Chennai, India

Tivoli Administrator

IBM

Managed & scaled IT infrastructure for internal & external clients using IBM Tivoli stacks, improving monitoring & automation.
Innovated process & tools, drove continuous service improvement.

Industry Experience

See where this freelancer has spent most of their professional time.

Experienced in Information Technology and Professional Services.

Information Technology

Professional Services

Business Area Experience

See which departments and functions this freelancer has contributed to most.

Experienced in Operations, Information Technology, Project Management, Customer Service, and Sales.

Operations

Information Technology

Project Management

Customer Service

Sales

Summary

Strategic technology executive and P&L owner with 21 years' experience specializing in founding and scaling SaaS customer experience and professional services organizations. Renowned for architecting the entire pre- and post-sale customer journey from presales to implementation and long-term success. Proven success in taking CX functions from inception to multi-million euro revenue streams at high-growth companies like Pleo (Fintech) and Freshworks.

Skills

Leadership, Team Mentorship & Strategic Account Management
Customer Experience (Solutions, Services Sales, Delivery & Success)
Services Delivery & Transformation (Saas, Paas, Iaas)
Results-Driven Change, Customer Advocacy Programs
Process Automation & Compliance

Languages

Tamil

Native

English

Advanced

Hindi

Advanced

German

Intermediate

Education

Oct 2001 - Jun 2004

University of Madras

Masters, Computer Applications · Computer Applications · Chennai, India

Oct 1998 - Jun 2001

University of Madras

Bachelors, Physics · Physics · Chennai, India

Certifications & licenses

PMP

IBM Certified Deployment Professional

ITIL v2 Foundation

DEI Awareness

Google Gen AI Leader

Understanding & Implementing NIST AI RMF (Risk Mgmt Framework)

Statistics

Experience

Total positions 4

Experience in Information Technology 15.5 y

Avg length 5 y 6 m

Longest experience 12 y 7 m

Global Experience

Countries worked in 3 (Germany, Switzerland, India)

Primary country Germany

Expertise

Recent roles Senior Director, Customer Experience, Director, Customer Experience, Global Program Director

Main industries Information Technology, Professional Services

Main business areas Operations, Information Technology, Project Management

Qualifications

Highest degree Master

Certifications earned 6

Profile

Created

November 2025

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Frequently asked questions

Have questions? Find more information here.

Where is Srinivasan based?

Srinivasan is based in Berlin, Germany.

What languages does Srinivasan speak?

Srinivasan speaks the following languages: Tamil (Native), English (Advanced), Hindi (Advanced), German (Intermediate).

How many years of experience does Srinivasan have?

Srinivasan has at least 22 years of experience. During this time, Srinivasan has worked in at least 4 different roles and for 2 different companies. The average length of individual experience is 5 years and 5 months. Note that Srinivasan may not have shared all experience and actually has more experience.

What roles would Srinivasan be best suited for?

Based on recent experience, Srinivasan would be well-suited for roles such as: Senior Director, Customer Experience, Director, Customer Experience, Global Program Director.

What is Srinivasan's latest experience?

Srinivasan's most recent position is Senior Director, Customer Experience at Unknown Company.

What companies has Srinivasan worked for in recent years?

In recent years, Srinivasan has worked for Unknown Company.

Which industries is Srinivasan most experienced in?

Srinivasan is most experienced in industries like Information Technology and Professional Services.

Which business areas is Srinivasan most experienced in?

Srinivasan is most experienced in business areas like Operations, Information Technology, and Project Management. Srinivasan also has some experience in Customer Service and Sales.

Which industries has Srinivasan worked in recently?

Srinivasan has recently worked in industries like Professional Services.

Which business areas has Srinivasan worked in recently?

Srinivasan has recently worked in business areas like Customer Service, Operations, and Sales.

What is Srinivasan's education?

Srinivasan holds a Master in Computer Applications from University of Madras and a Bachelor in Physics from University of Madras.

Does Srinivasan have any certificates?

Srinivasan has 6 certificates. Among them, these include: PMP, IBM Certified Deployment Professional, and ITIL v2 Foundation.

What is the availability of Srinivasan?

Srinivasan is immediately available for suitable projects.

What is the rate of Srinivasan?

Srinivasan's rate depends on the specific project requirements. Please use the Meet button on the profile to schedule a meeting and discuss the details.