Manager Customer

Kanchan Chauhan

*** ***** **, *********, ** ***** Cell: 408-***-****

******************@*****.*** http://www.linkedin.com/in/kanchanchauhan

With over 7 years of leadership experience in various technical program management roles and recently concluding my MBA, I'm excited to work in an agile environment and contribute by leading, planning and managing large-scale programs that deliver great user experience.

Successfully launching new products, key release rollouts and customer engagement success metrics analysis are of great interest to me.

EDUCATION

Master of Business Administration (MBA), Data Science and Analytics, 3.5 GPA (Mar ’16)

Santa Clara University, Leavey School of Business - Santa Clara, CA

Master of Computer Applications, 3.4 GPA (Jun ’07)

Bachelors of Computer Applications, 3.4 GPA (Jun ‘04)

Birla Institute of Technology - Mesra, India

EXPERIENCE

Program Manager Packaged Solutions, Customer Feedback & Analytics, Intern (Sep ‘15 – Mar ‘16)

SAP Americas, Palo Alto, CA

●Designed and executed customer feedback program for complete product portfolio (90+ products) of SAP Rapid Deployment Solutions and SAP Best Practices packaged solutions, for over 10K global customers from 100+ countries.

●Defined new product setup for packaged solutions (for newly acquired products Success Factors, Field Glass, Ariba and new cloud versions of existing on-premise products. Collaborated with customers, product owners, engineering and marketing teams for new product clustering.

●Performed NPS (Net Promoter Score), cost saved, time saved, clustering and usage trends analytic metrics (using excel, R, SAP Lumira) for customers, partners and executive leadership.

●Performed Text Analytics, sentiment analysis from free text customer reviews for product owners.

●Created field enablement and go to market content, wrote and published quarterly analytic metrics at SAP internal portal news, SCN external facing portals and social media channels. Tracked the published content to analyze channel effectiveness and identify engagement KPIs.

Program Manager Customer References & Analytics, Intern (Jun ‘15 - Aug ‘15)

Autodesk, Inc. - San Francisco, CA

●Designed and executed program for central management of global customers in over 15 countries for complete product portfolio (80+ products) for AEC industry, including 3D printers, drones.

●Collaborated with large AEC industry marketing, product management and public relations teams.

●Analyzed service buying proposals for PR and marketing teams across functions in AEC industry.

●Executed a program for text analytics on business magazines websites to analyze successful customer stories and customer comments text analytics using R programming.

●Collaborated with the Women in Technology initiative to promote senior female executives and celebrate corporate gender diversity at Autodesk.

Lead Engineer, Technical Consultant for Microsoft Corporation (Jul ‘08 – Jan ’12)

HCL Technologies Ltd. - Delhi, India and Redmond, WA, USA

●Led teams up to 18 members in Agile based maintenance, enhancement projects including Microsoft Shopping/ Bing Shopping, Cash back, Homepage and Lifestyle (7 locale clients).

●Worked with global and cross-functional engineering, release, product management teams of more than 200 team members. Performed Customer Service Support (CSS) team engagement.

●Achieved over 120 production deployments. Acted as the escalation point for customers.

●Analyzed customer requests in order to create product roadmaps, estimations, release plans for features. Created and negotiated contracts, pricing proposals, and services level agreements.

Software Engineer, Technical Consultant for Microsoft Corporation (Jan ‘07 – Jul ’08)

HCL Technologies Ltd. - Delhi, India

●Designed, developed and deployed product releases for Microsoft MSN Shopping/Bing Shopping.

●Created and managed all internal and external communications, training materials, release plays, deployment scripts & presentations to accompany the rollout.

●Designed databases, performed DBA activities and implemented business intelligence tools.

FREELANCE PROJECTS

Cloud Web Solution Program Owner (Aug ‘15 – Mar ‘16)

●Designed cloud based searchable, scalable and secure B2C e-service website product for online business searches using Amazon web services cloud storage, Microsoft SQL Server database by Caspio – online database tool and WIX website development tool.

Data Scientist (Aug ‘15 – Dec ’15)

●Performed Twitter mining for custom topic analysis, mood scoring using R, Python, Twitter API.

●Executed Big Data Analytic dashboard programs using Python Pandas, Matplotlib, Pyplot libraries.

Data Science Program Manager (Jan ‘15 – Jun ’15)

●Designed executed and managed a targeted email marketing campaign program by custom Facebook mining for extracting influential connections using R, Python and Facebook Graph API.

●Developed and executed text analytics program to collect customer comments, feedback data and create word clouds from social media/ websites/ survey using R, Clarabridge analytic tool.

Web Analytics Manager (Dec ‘13 – Dec ‘14)

●Led and executed marketing analytics project for B2B cloud based identity management solution using SquareSpace website building tool and Google Analytics integration into website.

●Designed and led SEO, web analytics program for various websites tracking web traffic metrics.

●Created YouTube channels and managed YouTube analytics, monetization and ads program.

ADDITIONAL INFORMATION

Management Skills: Technical Project/Program Management, Product Management, Go To Market, Field Enablement, Data Science, Big Data, Text, Omni Channel Marketing Analytics, Customer insights and analytics (qualitative and quantitative customer data gathering, market research, analysis, customer journey mapping, VOC), Social Media Mining and Analytics, Google / YouTube Analytics, Agile, Scrum, Waterfall, Release Management / Change Management.

Technical Skills: R, Python, C, C++, C#.Net, ASP.Net, HTML, XML, CSS, XSLT, JQuery, WPF, XAML, Java, J2EE, Servlets, COBOL, Linux, Unix Administration, PL/SQL, MS SQL, JavaScript, DOS.

Tools: Tableau, SharePoint, .Net Visual Studio, MS SQL Server, MS Business Intelligence Tools – Integration (SSIS), Reporting (SSRS), iPython Notebook, Caspio, Wix, SquareSpace, Clarabridge, SAP Lumira, eScrum, Eclipse, COSMOS, Developer Debugging Tools.

OTHER CONTRIBUTIONS

●Evernote Product Management challenge: Designed first week user retention program for Freemium Business Model and outlined analysis of marketing metrics (NPS, Customer Lifetime Value, sentiment analysis, engagement and conversion rate), to measure program’s success.

●Google UX Research Participant, Jan 2014 - present: Google products UX focus group research.

●SAP Hackathon Participant, Feb 2016: SAP HANA Cloud Platform Hack-a-day wearable android application and dashboard using SAP HCP Mobile Services, SAP Fiori, light blue bean sensor.

●New Product Marketing Plan: Lumo-Lift (posture and activity tracker) – Performed Market, Customer segmentation, competition analysis, business problem definition, Product Pricing Placement Promotion recommendations, Profit/Loss Analysis, three year revenue forecasting.

●Brown Bag Sessions: Presented to audiences of 100+ from development, engineering and executive teams for Microsoft Projects.

●BARUG 2015: Presented Facebook Custom Mining using R in Bay Area R User Group Event.

●Mentoring Women’s Network, Dec 2013 - present: Active Women Leadership Mentor.

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