Embracing the Philosophy of Exploring and Learning in One’s 20s!
Learning is an ongoing process, and keeping oneself immersed in books and resources aids in continuous improvement, particularly in communication skills. With competition soaring and automation advancing, leaders must focus on delivering an exceptional customer experience right from the first interaction. It changes how you see your customers, your job, or the projects on your plate.
However, Anunay Shrivastava saw this as an opportunity to think outside the box and devise innovative strategies to reach a wider audience and raise awareness.
Seeking to broaden horizons Anunay completed the Entrepreneurship Essentials Certification from HBX, Harvard Business School, in 2018. He continues to seek opportunities that allow him to leverage his varied experiences and skills to make a significant impact in the progressive business domain.
Currently, he works as a Senior Customer Success Manager at MoEngage, a customer engagement platform that allows him to share his thoughts openly, nurturing meaningful connections with viewers who seek to learn and exchange experiences.
Let us learn more about his journey:
The Story of Anunay
Anunay began his academic journey at Delhi Public School, where he completed his 10+2 education with a focus on Engineering Graphics. This initial exposure to technical subjects paved the way for his Bachelor of Engineering (B.E.) in Mechanical Engineering from Visvesvaraya Technological University, establishing a solid foundation for his technical expertise.
Eager to broaden his horizons, he completed the Entrepreneurship Essentials Certification from HBX | Harvard Business School in 2018. This educational experience was pivotal, fostering a deeper understanding of business dynamics. Furthermore, he has enhanced his strategic skills in marketing and sales through the Executive Programme in Sales and Marketing at the prestigious Indian Institute of Management, Indore, where he maintains a commendable pointer of 4.0/5.0.
In recognition of his contributions to the field of marketing and advertising, Anunay was honored as a Top 50 Global Marketing and Advertising Leader in Dubai, a testament to his leadership and global impact. Additionally, he was recently recognized with the Young Indian Achievers Award 2024 by the Indian Achievers Forum.
His career has been diverse, spanning roles in sales, marketing, entrepreneurship, partnerships, and customer success. This multifaceted experience is rooted in a philosophy shared by one of his mentors: the belief that one’s 20s should be an experimental phase to explore as much as possible. This perspective, coupled with his entrepreneurial experiences and insights gained during the COVID-19 pandemic, underscored the resilience and critical importance of technology businesses even in the face of global disruptions.
Anunay is currently working at MoEngage, an AI-driven martech SaaS company founded by Raviteja and Yashwanth in 2014. This year marks the company’s 10th anniversary, a milestone that reflects its growth and innovation in the industry. Joining SAAS was a dream come true for him, as it offered a unique opportunity to integrate and apply his diverse skill set in a dynamic environment.
As a Senior Customer Success Manager for the US region, Anunay draws upon his extensive background in entrepreneurship, sales, marketing, technology, data analysis, and customer relationships and partnerships. This position allows him to utilize his entrepreneurial insights to understand and address client needs effectively, employ his sales and marketing strategies to drive customer engagement and satisfaction, and leverage technology and data analysis to optimize performance and deliver impactful results.
As a CSM, he has also utilized his TEDx Dharamshala partnership skills to embark on an exciting journey with a CSM leader in SAAS to build the largest Customer Success community in India. The collaborative and innovative culture in SAAS enables him to build strong customer relationships and develop strategic partnerships, ensuring clients achieve their goals and maximize their success with MoEngage’s solutions.
Anunay consistently approaches his roles with the dedication and passion of an owner, leveraging his disruptive attitude to adeptly navigate organizational structures. His distinctive style and team spirit foster growth among team members, driving the entire team towards achieving revenue targets. Moreover, he extends his support beyond conventional boundaries, assisting both colleagues and clients in a manner that elevates overall performance and satisfaction.
Bridging Engineering and Innovation for Sustainable Solutions
As a mechanical engineer, Anunay gained a profound understanding of how various technologies and product lifecycles work and operate. After all, at its core, it’s about working with machines. Engineering not only enhanced his imagination, but also enabled him to conceptualize and map out technological solutions effectively. Additionally, being in the IT-rich environment of Bengaluru kept him closely connected to the latest technological advancements.
During his time as a mechanical engineering student, Anunay had the opportunity to contribute to the Shell Eco-Marathon project, where his team built an eco-friendly car. Serving as the sponsorship manager for this project, he honed his skills in fostering relationships and executing sales strategies from a very early stage.
Additionally, he gained hands-on experience through smaller projects with the Steel Authority of India and the Indian Institute of Science. These experiences allowed him to explore the evolving field of mechatronics, emphasizing the need for monetization to sustain continuous innovation.
Leveraging Technical Expertise and Strategic Partnerships
Anunay’s curiosity to understand the perceived value behind new and interesting products has driven him to explore various fields. A prime example is the common misconception among 70% of Indians that blockchain is synonymous with cryptocurrency, whereas blockchain is a decentralized technology with far-reaching applications, including IoT and enhanced automation and data tracking. These widespread misconceptions fueled his desire to delve deeper, learn more, and gain hands-on experience.
In his 20s, he committed to exploring all business horizons, driven by a mentor’s advice to use this decade as an experimental phase. One burgeoning field that captured his interest is the CBD and hemp industry, which is growing rapidly as awareness of hemp’s byproducts increases. He had the opportunity to partner with his TEDx coordinator in this sector.
As the VP of Strategic Partnerships, he helped develop the initial plans and go-to-market strategies for a marketplace dedicated to CBD and hemp products in India named itshemp.in. In the early stages, they collaborated with various organizations, including the Indian Hemp Association, to drive this project forward.
This experience, along with his technical background and strategic roles, has allowed him to combine his entrepreneurial spirit with practical applications in emerging industries, continually expanding his understanding and capabilities.
Strategic Leadership and Partnerships
As the Regional Marketing Head at Washlabs India Pvt. Ltd. in 2017, Anunay leveraged business and service provider partnerships to double the company’s revenue within just six months of his appointment. He led the team in exploring new verticals, targeting B2B businesses such as colleges and institutes, thereby creating a new revenue stream. Additionally, he collaborated with digital marketing platforms to enhance the company’s social media outreach.
Later, as Managing Director for Goldfit Healthtech Global Pvt. Ltd. in 2019, he spearheaded operations that secured $130K in just 11 months. He forged strong business relationships with promising partners from different regions, successfully expanding the company’s services into new markets.
In his current role as a Senior Customer Success Manager, he applies his relationship-building strategies and engages with the Customer Success community to interact with like-minded individuals and clients. Instead of relying solely on Zoom meetings, he prefers on-site visits to clients’ offices, which has led to significant upsell opportunities with major global brands like TATA 1MG and Unilever.
Power of Networking
In every field, individuals bring their own unique set of skills and expertise to the table. As you expand your network and explore people’s stories and past experiences, you begin to recognize who fits into the right role to accomplish specific tasks effectively. Business is inherently a team game; success often hinges on strategically placing team members with the appropriate skills.
Throughout Anunay’s journey, he has been actively involved in various startup, entrepreneurial, and SaaS communities. These communities encompass a diverse range of individuals, from seasoned leaders to passionate enthusiasts. They serve as invaluable platforms for asking pertinent questions, overcoming obstacles, and seeking guidance.
However, the fear of judgment sometimes inhibits individuals from asking questions or sharing their insights openly. To overcome this hurdle, he established his own YouTube channel focused on SaaS and technology. This platform allows him to share his thoughts openly, fostering meaningful connections with viewers who seek to learn and exchange experiences. These initiatives not only benefit Anunay personally but also contribute to the growth and development of the entire community. By creating a space for open discussion and knowledge sharing, he is helping to break down barriers and promote collaboration, ultimately leading to a more cohesive and supportive community.
The expansive network he has cultivated, coupled with his continuous learning efforts, has significantly contributed to his personal and professional growth. For instance, beyond completing the Harvard Entrepreneurial Certification, he actively engages with his batchmates, alumni from previous years, and esteemed professors.
One such professor, John Osher, the founder of Spinbrush, has been a particularly influential figure and idol in his journey. In essence, networking not only facilitates continuous upskilling but also provides invaluable guidance and direction in alignment with current trends, ultimately enhancing one’s value proposition in the progressive domain.
Lessons in Customer Relationship Management
First and foremost, Anunay has come to appreciate that learning is an ongoing process, and keeping oneself immersed in books and resources aids in continuous improvement, particularly in communication skills. Building empathetic yet impactful relationships with clients hinges on effective communication.
Additionally, he has come to value the importance of travel, exploring diverse geographies, and immersing himself in different cultures and traditions. By venturing into new territories and connecting with locals, he has gained valuable insights that may indirectly aid in identifying potential customers in those regions when the need arises. This cultural immersion fosters a deeper understanding of diverse perspectives and preferences, enriching his ability to resonate with customers across various contexts and demographics.
Visibility emerges as a crucial element in this dynamic landscape. It’s essential to articulate loudly about product offerings, capabilities, knowledge base, scalability, reliability, and proficiency. Word-of-mouth remains a potent force, and sharing experiences and stories amplifies visibility for the right audience.
Moreover, he has realized that customer relationship management is a collaborative effort that necessitates a customer-centric mindset across all organizational departments. Aligning activities and actions with customer needs ensures a seamless and satisfying experience.
Furthermore, he has learned that value addition extends beyond monetary benefits to encompass social and psychological value, exemplified by products like hemp. This understanding underscores the importance of delivering holistic value to customers.
Lastly, his experience working with trainees and interns as the Head of Partnerships at TEDx Dharamshala underscored the significance of understanding and researching customers thoroughly. Observing the enthusiasm of young minds to craft creative and catchy ideas for events emphasized the importance of customer-centricity and extensive research in delivering impactful experiences.
In essence, these lessons have formed his approach to customer relationship management, emphasizing continuous learning, effective communication, visibility, collaboration, and understanding customer needs to deliver holistic value and impactful experiences.
Navigating the Dynamic Landscape of Global Marketing
Marketing and advertising are always on the move and constantly growing, and Anunay has found that rubbing elbows with global marketing gurus has been a game-changer for him. It’s like staying ahead of the curve with the latest trends and tech in the field. For instance, he explored AR and VR marketing after connecting with another global marketing expert deeply involved in that scene.
Being in the startup world has given him the superpower to decode what both customers and his leadership are after. It’s all about laser-focusing on their needs and direction. As a Customer Success Manager (CSM), he sees himself as the CEO for his clients, ensuring every internal team is firing on all cylinders to keep those clients happy for the long-term partnership.
Anunay’s global experiences have opened doors to some seriously cool ideas and strategies. For example, in his previous organization, he sealed the deal on a $200K upsell in ARR. It’s about grasping the intricacies of startup operations and leveraging that knowledge to craft distinctive use cases for both the client and the product.
As an entrepreneur and someone who’s constantly networking with experts from around the world, Anunay has learned to stay sharp and keep ahead of the game. He gained a wealth of insights from his recent Executive Program on Marketing and Sales at IIM Indore, soaking up knowledge from both peers and professors. Collaborating with classmates from diverse industries, combined with his background in international marketing and advertising, has honed his ability to understand and articulate their business needs, paving the way for fruitful collaborations and future opportunities.
Harnessing the Potential of Hemp
Hemp indeed stands out as a remarkable fiber with a multitude of applications, holding immense potential for technological advancements. Beyond their traditional uses, both hemp and cannabis offer promising prospects for innovation. Hemp fibers, renowned for their strength and eco-friendliness, surpass even glass fibers in certain aspects and come at a lower cost.
These fibers are finding their way into various products, enriching composite panels used in automobiles, airplanes, boats, and building structures. From sound insulation to sporting goods and musical instruments, hemp fibers are revolutionizing diverse industries, including brake pad applications.
Marketing such products presents its own set of challenges, given the lingering stigma surrounding the plant. However, Anunay sees this as an opportunity to think outside the box and devise innovative strategies to reach a wider audience and raise awareness. Perhaps platforms like this magazine could serve as a conduit for this purpose.
As regulations surrounding the industry continue to evolve globally, marketing avenues will inevitably expand. With greater awareness and industrial adoption of these experimental yet eco-friendly materials, the taboo surrounding hemp will gradually dissipate, propelling it into the mainstream.
While the journey ahead may be long, it’s important to acknowledge how far the industry has come. With each step forward, we are inching closer to realizing the full potential of hemp as a versatile and sustainable resource.
Anunay believes in exploring and hustling early on, but also acknowledges that it’s never too late to learn and adapt. He encourages having the zeal and courage to swim to the other side, even if the ship sinks, emphasizing that it’s never too late to restart. As a visionary, he is dedicated to developing ideas that benefit the entire community, society, and nation. Anunay reminds us that opportunities don’t come to you; you need to seize them actively.
Insights into GTM Strategies and Customer Retention
For Anunay, the biggest drive to continuously improve Go-To-Market (GTM) strategies is meeting new people and hearing their stories. It’s fascinating how these interactions constantly evolve, pushing him to stay updated with the latest trends and knowledge. In the technology sector, maintaining a high return customer rate, or retention rate, is no walk in the park. With competition soaring and automation advancing, it’s crucial to focus on delivering an exceptional customer experience right from the first interaction.
In today’s era of large-scale learning models and AI, many routine tasks can be automated. However, what sets individuals apart is their ability to offer empathy and transparent communication while actively learning about their clients’ businesses. By staying proactive and informing clients about what they need, rather than simply reacting to their requests, they can truly add value.
Digital developments typically follow a project-based approach with a limited customer lifecycle, where success is often measured by the final project deliverables. On the other hand, SaaS software allows for a longer customer lifecycle. GTM strategies vary between these categories, as the perceived value and overall client goals differ.
In project-based development, winning or losing hinges on meeting deadlines and delivering results. Clients return only if they achieve a positive ROI, and if it’s significant, they will even refer others to your services. In contrast, SaaS retention is an ongoing process, where contract renewals depend on the client’s overall experience with your company, in addition to ROI considerations.
Navigating Roles and Responsibilities in Customer Success
Anunay believes that beyond the title held at work, cultivating a personal identity that contributes value to the chosen field is essential. This belief has driven him to explore additional roles alongside his position as Senior Customer Success Manager (CSM). From heading partnerships to moderating the CS India community, he has sought out tasks that complement his current responsibilities while allowing him to develop and refine new skills.
Maintaining a consistent focus on his core strengths—marketing, relationship building, and communication—across each role has been key to his growth. Transitioning from industries like Ecommerce, FnB, and services to the tech sector initially felt daunting due to his lack of technical background. However, being involved in and leading communities has provided invaluable insights into the skills necessary to excel in his CSM role.
By sharing real-life experiences and lessons learned from his job with community members, Anunay has not only contributed to their growth but also reinforced his understanding and expertise. This dual journey of personal and professional development has been immensely fulfilling, allowing him to evolve and thrive in his role as a Customer Success Manager.
Embracing Entrepreneurial Mindset
Anunay believes that entrepreneurship is more than just beginning a business; it is a crash course in business, leadership, and customer psychology. It’s about determining what skills you need to steer the ship. As an entrepreneur, he had to branch out into data analytics, learn HTML code for his website, handle accounting, traverse legal documents and compliance, and even create his own social media presence to gain attention.
He scoured books, online resources, and YouTube tutorials to wrap his head around digital marketing strategies. And you know what? All of this translates seamlessly into roles in sales and marketing. As a marketer, ensuring compliance and having a legal savvy attitude is crucial. Observing how a fledgling website can drive business growth taught him invaluable lessons on what to avoid in client campaigns and marketing strategies.
Entrepreneurship isn’t just about learning; it’s about rolling up your sleeves and getting your hands dirty. It’s about pushing boundaries, working those long hours, and mastering the art of task management. It changes how you see your customers, your job, or the projects on your plate. Suddenly, you are not just an employee; you are a brand ambassador hustling for success.
It’s a mindset shift that everyone should experience. Even failures become valuable lessons, teaching you resilience, financial management, and the importance of taking calculated risks. After all, it’s better to try and fail than to wonder ‘what if’ from the sidelines.
