PV Pankhuri Verma

Work

Turning reactive operations into trusted, scalable systems.

I help organisations strengthen customer trust, reduce operational friction and build service models that can grow with the business.

My work sits across Support, Customer Success, Product, Engineering, SRE and executive leadership.

An elegant bridge connecting customers, technology and business, representing Pankhuri Verma's role as a technical business translator.
01 · Problems I solve

From firefighting to forward motion

Scaling companies

When customer operations have not kept pace with growth

What I typically find
Founder-led escalations, limited support structure, reactive firefighting, churn risk and poor operational visibility.
What I build
Scalable operating models, KPI frameworks, knowledge systems, customer success motions and teams that can grow without excessive founder dependency.
What changes
Better retention, clearer visibility, reduced firefighting and more predictable growth.
Established enterprises

When complexity is slowing decisions and damaging trust

What I typically find
Escalation overload, siloed teams, inconsistent customer experiences, slow decisions and unclear accountability.
What I change
Cross-functional governance, escalation discipline, executive reporting, clearer ownership and stronger alignment across customer and technology teams.
What changes
Improved efficiency, stronger customer trust, better operational performance and clearer business alignment.
02 · Case studies

Selected impact

Global operating model

Building Global Support Excellence

Turned fragmented regional support into a more consistent global model through escalation standards, knowledge-first practices and service governance.

23% faster response and 25% better resolution performance.

Enterprise recovery

Restoring Customer Confidence

Stabilised an at-risk enterprise relationship through executive communication, technical coordination, customer enablement and structured governance.

$2M+ ARR protected and customer trust rebuilt.

People leadership

Building Self-Sufficient Teams

Reduced management dependency through coaching frameworks, stronger knowledge sharing and clearer ownership across the team.

Greater autonomy, stronger morale and improved retention.

03 · My approach to AI

Increase human effectiveness—not remove human judgement

I view AI as an operational accelerator. Its greatest value is reducing repetitive work, improving decisions and giving teams more time to solve meaningful customer problems.

Start with the business problem, not the technology.
Automate repetitive work before automating judgement.
Keep people accountable for high-impact decisions.
Design trust, transparency and governance into the workflow.
Measure customer and employee outcomes—not merely AI adoption.
n8n · OpenAI · LinkedIn · Google Sheets

AI-powered job discovery and evaluation workflow

  • Identifies relevant leadership opportunities
  • Evaluates role fit against predefined business rules
  • Filters low-value or poorly aligned roles
  • Scores opportunities by experience, skills, salary and strategic fit
  • Produces prioritised recommendations for human review