Sales Customer Service

Srinath Meghanath

Experience Summary

Confident project lead, strong presentation skills, ability to deliver consistent results in ambiguous situations, logical and exceptionally analytical

Manage systems migration, writing business and systems requirements for cross functional projects and providing complex data analysis

Solution Architect expertise in Sales Force(sales, service, CPQ(Product Configuration, Pricing, Quote), certification in APTTUS CPQ

Oracle EBS Implementation project expertise

Expertise in Agile/Scrum Project Methodology

Project Execution experience following DMAIC Business Methodology

Extensive experience in data conversion, data migration, customization, system integration

BI Analyst experience in analysis, design and development of reports and dashboard

Served various clients, includes leading organizations like Apttus, NetApp, VMware, CISCO, ONEOK, Comdisc, Deloitte & Touche, CNA Insurance, BritishTelecom, Rank Xerox, Michelin, CNA Insurance, Eaton Corporation and Experio

Education

BE - Bachelor of Engineering in Computer Science

Skills

Business Methodology DMAIC process

Agile/Scrum Project Methodology, certification in Scrum Product Owner

Salesforce(sales, service, Product Configuration/Pricing/Quote(APTTUS CPQ))

Apex Programming

Oracle E-Business suite(EBS)

o Oracle Service Contracts, Install Base, Entitlement, Service Requests, MDM, Oracle Order Management

o Financial modules such as AP, AR, GL

o Manufacturing Modules such as INV, BOM

Oracle Developer Tools(Forms6i, Report6i)

Oracle SQL/PLSQL

Business Objects

Unix Shell scripting

Experience

APTTUS, Professional Services Team, Consultant - (Sales Force, CPQ) (Jun-2014 - Present)

APTTUS offers Sales force native application in the space of Configure Price Quote(CPQ), Contract Management and Revenue Management. As part of professional services team, the role is to offer CPQ solution expertise during Quote-to-Order implementation phase of the client projects.

Responsible for below Project activities:

Manage multiple APTTUS CPQ Implementation Projects related to customer such as Informatica, Monster, Solutionary, Neopost

Work with Business Stake holder to collect the Requirement and review

Solution Design of Product Configuration/Price Matrix/Approval/Quote Process

Engagement with Product Engineering Team in related to customer ask Product features

Co-ordination with Delivery team during Build/Testing Phases of the Project

Co-ordination of UAT effort, involved Issue Triage and resolution

VMware, Consultant - ( Sales Force, Oracle EBS- Service Contracts, Install Base, Content Management, Localization) (Jul-2013 - Jan 2014) & (Aug.’11 – Feb.’12 )

Customer facing application called as ”MyVMware” provides the customer an account-based view of license keys, customer support requests, service contracts, downloads and product evaluations. The project scope involved to resolve customer Issues related to the application, Customer Service Request(SR) routing process setup in Sales force, Japanese Language localization and also integration of application with Web Content Management System(WCM,HP Teamsite).

Renewal Optimization Program Initiation, effort to take ownership of the Service Renewal process from the vendor company Service Source Inc(SSI) and also targeted to optimize the Service Contract renewal process, Series of enhancements addressed to improve the current contract renewal process and automate some of the manual steps performed by the renewals quoting representatives.

Responsible for below Project activities:

Active Participation in weekly Business core meetings

Report weekly project status to PMO

Conduct weekly meeting with IT delivery team

Manage customer escalations related to "MyVMware" application

- review Issue-to-Resolve(I2R) case log, document case and resolution details

Interaction with Business Users to gather requirements

Functional Requirement Documentation related to below business requirement

- ECO System Engineering Customer Service Request(SR) routing setup in SFDC

- OEM Service Contracts visibility in "MyVMware" application

- Software License Key Management revamp

Co-ordination with Development/QA Team, in solution design and development activities, review test strategy, test cases

Active participation in UAT effort, involved interaction with Business Users, triage defects and work with Development team for fix

Data Profiling - Content Segmentation

o Segment Contents in the order of Functionality, Page, Business Process flow, Usage of the Content

o This helps, to manage and maintain contents in structured manner in Content Management System(CMS), hence Business Users could locate contents at ease while authoring content

o This involved big effort in terms of volume, where Segmentation of close to 5000 Content keys are done, this required micro scanning of each content, understanding its usage in the portal application and segment accordingly

o This effort also helped in Standardization of contents

NetApp, Sales Enablement, Consultant – Lead Analyst (Salesforce(Sales Cloud, CRM), MDM,Customer Data Hub(CDH), Hyperion Data Relationship Management(DRM))(Jul.’12- May.’13)

Sales Operations Program initiation to improve Go-To-Market Strategy and enhance Sales Order Adjustment Application, re-engineer some of the business process(BPR) related to Sales Compensation application, targeting to improve the User Acceptance of the application and automate the manual process. The Program initiations leading to projects called SPA Replacement – Sales Order Adjustment(SOA) and APM file retirement – intended to automate management of Account Partner key Go-To-Market data attributes in the MDM space.

The project execution follows Agile/Scrum methodology.

Being part of the team, involved in below project activities:

Participation in Scrum Product Owner Certification course conducted at NetApp

Participation in Scrum meeting schedules Daily Stand up, Sprint Planning -Prioritization and Estimation of User Stories, Mid Sprint review, Scrum Retrospective

Defining Foundational User Stories

Conduct Weekly Support meeting with GEO leads on the below activities

o Address the Attribute change request details from the GEOs

o Approval from the Business Stake Holders

o Discuss the GTM Hierarchy changes

Functional Design of the below features of Sales Order Adjustment Application(SOA) in SFDC(salesforce.com)

o Order Search

o Customer search

o Sales Rep search

o Updates to Sales Rep Commissions

Define User Stories related to MDM- SFDC(salesfoce integration)

o Enhance Salesforce Account Object to include GTM Hierarchy Attributes

Data Profiling - Attribute Management

o Impact Analysis

o Backward Compatibility Assessment

o Attribute Definition Template

o Solution Design

Co-ordination with Architects and Development Team, in solution design and development activities

Hierarchy Management

CDH-DRM Integration

Documentation of Attribute Change Request process, Attribute Change Request template, present the same in the Business core meetings and obtain the sign off from the key stake holders

Cisco, Consultant – Lead Analyst(Oracle EBS – Service Contracts, Install Base & Entitlement, TCA),(Feb.’2002 – Jul.’2011)

Global Field Operations group initiative to address operational issues in the area of Web based Application - Service Contract Management.

I2R group responsible for executing business process improvement requests, based on the functional area, the requests are rolled under projects:

oTechnical Assistance Center(TAC) Service Request Tool (TSRT)- Web based application - Entitlement Improvement - reduce User Navigation, consolidated view of Oracle Service Contract Covered Product lines, improve on User messages

oSoftware Installation Identifier (SIID) Data Improvement – Stamping product instances in Oracle Install Base with Identifier to establish Software foot print on a given Hardware Product

Global Entitlement team mission is to drive the optimization of Cisco’s Customer Service obligations, policies, processes and procedures through a consistent service experience that ensures the appropriate level of service to entitled customers. This involved defining Oracle Service Coverage Templates, Warranty Templates and enhancement to Oracle Service Request Close forms.

Software Business Model initiative targeted to deliver policy, process and system solutions to operationalize software support services framework.

Hardware and Software Entitlement Business initiatives are targeted to improve current Entitlement process leading to higher customer satisfaction and also to increase the service opportunity.

Implementation of Oracle TCA Application 11i, Oracle EBS Applications 11i(Contracts, Install Base and Entitlement Repository)

Contact this candidate