Devki Rana

About

A natural problem-solver, I thrive on turning big ideas into tangible results. Over the past several years, I’ve built my career in leading, scaling, and developing teams from the ground up. Passionate about helping founders bring their vision to life, my strength lies in being a connector, communicator, and jack-of-all-trades. As an embedded GTM & CS Operator on Demand, I help founders and leaders hit their revenue and retention goals without the cost of a full-time senior hire. I specialize in: - Customer Journey Mapping, Design & Playbooks - Digital CS Engagement Strategy & Systems - Voice of the Customer Programming - GTM Release Cadence and Communication - Internal Team Enablement - Founder & Leadership Operational Support

Experience

• GTM & CS Fractional Consultant2025-11-01 – Present

  Specialize in process & playbook design and enablement strategies. Learn more by visiting devkirana.com

• Head of Customer Success · Perchwell2024-11-01 – 2025-11-01
• Director, Customer & Digital Enablement · VTS2023-04-01 – 2024-11-01

  - Own GTM Enablement for all new Product & Processes for the Customer Success Organization - Business Strategy: Developing VTS Professional Services packaging and pricing strategy to achieve an $8M Revenue Goal in 2023, showcasing ownership to translate strategy into execution - Client-Centric Process Design: Creating the ‘Digital Customer Journey’ automated one-to-one client touchpoints via digital campaigns, saving 480+ hours of employee time per month - Workflow Optimization: Design Gainsight workflows and best practices to standardize client-facing plays, significantly increasing the quality of services delivered and overall customer satisfaction by 50% - Diversity, Equity & Inclusion: Co-Chair and Founding Member of BIPOC Employee Resource Group (Amplify)

• Senior Program Manager · VTS2021-03-01 – 2023-04-01

  - Cross-Functional Leadership: Drove strategic alignment across VTS following two corporate acquisitions, including GTM Strategy, Roadmap Prioritization, Software Packaging, resulting in the launch of VTS Activate - Stakeholder Management: Designed strategy, managed operational initiatives, and aligned 60+ senior / executive stakeholders; enabled VTS to achieve $18M revenue goal for tenant-experience products - International Experience: Orchestrated high-visibility cross-functional effort to launch VTS Market in London; generated $1.25M in ARR pipeline for FY2022 and operationalizing processes to support the local market across Technical, Business, and Operational Cross-Functional Teams

• Manager, Implementation Services · VTS2019-12-01 – 2021-03-01

  - People Management: Scaled the Associate Implementation Team from 2 to 9 direct reports, building comprehensive competencies and career ladders to promote growth; the team managed ~75 client implementation projects simultaneously - Change Management: Implemented new project management software (Mavenlink) for 28 Implementation Team members, decreasing project timelines by 15% by understanding team utilization - Operational Excellence: Redesigned implementation approach and playbooks that kept 90% of projects on time and within budget

• Lead, Implementation Operations · VTS2017-06-01 – 2019-12-01

  - Project Management: Spearheaded the sunset of an acquired Leasing & Asset Management platform (Hightower) by collaborating with leaders across Customer Success, Sales, Product and Engineering teams, ensuring seamless migration of all Hightower customers to the VTS platform - Scaling Global Teams: Decreased project completion timelines by 35% through cultivating collaborative working relationships and optimizing operational processes in the European HQ (VTS London Office)

• Admissions and Development Associate at St. Athanasius · Partnership Schools2015-07-01 – 2017-06-01

  - Responsibilities as Admissions and Development Associate at St. Athanasius include enrollment, marketing and school communications, board relations, development, enrichment programs - Acted as a point person between the school and the organization (Partnership Schools)

Education

• Colby CollegeBachelor of Arts (B.A.), Environmental Studies
• School for International TrainingInternational Honors Program: Health and Community
• The Hewitt SchoolHigh School Diploma

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