OBJECTIVE

Looking for a role where I can embrace my passion for customer success with high performance, leading teams who work towards creating innovative, intuitive experiences, products, and services. Mentored and developed diverse teams of 35+ direct reports.

SKILLS

Business and Technical PMO leadership in delivering complex transformational initiatives using PMP and ITIL. Managed a portfolio of $50 Million.

Passionate to solve complex business problems with simplicity.

Predictive analytics to derive actionable insights from variety, volume, veracity and velocity of data.

Unlocking Customer success with data driven insights

Out of box thinker and change agent

Business Process re-engineering Creation of XaaS models that combined product and services in “as a service” offers

LEADERSHIP

Cisco Services Pioneer award for Ideation to implementation of Service Fulfillment Platform enabling digital transformation of service delivery Won and lead implementation of $40 Million services deal with a retail store in Sweden.

EXPERIENCE

SR PROGRAM MANAGER, CISCO SYSTEMS (NOV 2017 - OCT 2019) Inception of Customer Success framework representing customer journey milestones, assets, outcomes and actions.

Incubation of analytics engine to proactively assess product adoption, identify actionable insights to manage customer/product success

SR PRODUCT MANAGER, CISCO SERVICES, (JUN 2014 – OCT 2017) Develop XaaS Offers for Enterprise & Service Providers to consume technology moving from CAPEX to more predictable OPEX. Design outcome driven solutions with integrated business processes

Standardize capabilities for Ordering, Provisioning, Subscription based Billing, Pricing, Sales Compensation and Revenue Recognition functions.

PROGRAM MANAGER, STRATEGY AND PLANNING, CISCO SYSTEMS

(FEB 2010 – JUNE 2014)

Creation of Flexible Consumption models for Large & Complex opportunities. Initiation of strategic work streams for Customer and Partner Interactions. Evaluating gaps in Ordering, Provisioning, Onboarding, Configuration, Testing, Activation, enabling Managed and Assurance Services, to support New Business Models. (NBM Opportunity pipeline of $2 Billion)

EDUCATION

Master’s Computer Science/ 1993 Gujarat University, India

Bachelor’s Computer Science/ 1990 Delhi University, India

PMP Certification (415620) PMI / Jun 2006

Master Project Management, George Washington University/ 2004

Agile Scrum Master / July 2010

Advanced Program Management diploma/ Stanford University/ 2011

ITIL Foundation Certification / ITSM Oct 2013

Big Data Fundamentals: HADOOP / Sep 2015

Data Science and Machine Learning / Sep 2016

Design Thinking / Mar 2019

Sr. Program Manager, Cisco Systems: San Jose, CA Nov 2017 – Oct 2019

Ideation to implementation of success analytics to deliver data driven insights for customer and product success

Responsibilities

§Program lead, guiding a team of analysts, data scientists, developers to design, & operationalize Success analytics solution to gauge Customer adoption and health.

§Corelated Customer, Sales, Support, Onboarding data with Usage data from Product Telemetry, Google analytics to get a wholistic view of Customer adoption and health. (22K Customers, 4 Million transactions, 15 Million digital interactions)

§Program Managed Software Lifecycle from data ingestion, threading, normalization to implementing Machine Learning, Data Science algorithms for deriving KPIs/ actionable insights.

§Collaborated with cross functional stakeholder group - Product Management, Engineering, Services, Support and Sales to define Use cases based on their respective requirements.

§Influenced stakeholders to prioritize and deliver the use cases based on business value drivers for cohesive set of deliverables.

Accomplishments

a.Monitoring product and feature adoption, health of Customer and Partner implementations

b.Predictive modeling for Hardware refresh, upgrades, software compliance, migration planning, Churn rate prediction

c.Customer Propensity to renew, Services design and up-sell opportunities, Portfolio Expansion opportunities

d.Identify upcoming renewal opportunities (Renewal pipeline of $20Million)

Consolidate customer experience feedback gathered in different sources, record and review on an ongoing basis:

Responsibilities

§Customer Success lead to coalesce customer feedback data in a central smartsheet for a wholistic review

§Worked with SMEs from UX, Services, Engineering and Product Management to create customer journey map, identifying milestones, assets and steps critical to Customer/Partner success from pre-sales to post-sales.

§Engaged with Customers and Partners to validate the journey to capture their voice with product and services experience (120+ Customer focus sessions over 4 quarters)

Accomplishments

a.Created a centralized discipline of customer 360 feedback

b.Ongoing cadence to capture and share NPS rating with internal stakeholders and review with customers

c.Hosted Customer listening sessions, sharing best practices, product roadmap, desired features/capabilities

d.Established CARE program to enable Sales to proactively address escalations engaging technical experts

e.Worked on Sales enablement activities such as Cisco Live presentations, trainings, webinars, best practices

Sr. Program Manager, Cloud & Managed Services: Jun 2014 – Nov 2017 CISCO Systems: SAN JOSE, CA

•Designed Business Management Services framework that consolidated disparate customer/user facing processes for a seamless experience to guarantee usage and acceptance of multiple technologies, products, and service components for H&M a retail store in Sweden

Responsibilities

•Ideation to delivery of service delivery platform used by internal (services, support) and external (customer, vendors, partners) stakeholders as a single source of truth.

•Documented user stories and use cases enumerating detailed requirements and process flows.

•Socialized the framework with executives, cross functional stakeholders, customers and partners.

•Secured approval for designing the solution and deployment with strategic partners

•Led a team of Project managers, business analysts, engineers to automate design and delivery of services.

Accomplishments

a.Program Managed delivery of Service Management solution from initiation to operations in 9 months

b.Proactively addressing issues, managing and mitigating risks through the project lifecycle.

c.Won $40 Million deal with global retail store for standardizing their technology deployment in 1400 stores worldwide

d.Oversee design, planning and implementation to modernize retail store’s POS and store technology systems

e.Worked with the client to standardize their technical configurations with latest technology

f.Consolidated local vendors involved in regional implementations across Asia Pacific and Europe

g.Deployed Service Fulfillment Platform to manage and monitor the global implementations virtually

h.Clients, Vendors/Partners used the centralize system as a single source of truth to plan, schedule and monitor status of implementations worldwide.

i.Catalog design, Ordering, Provisioning, Billing, Management Reporting systems were consolidated seamlessly in a single system.

Program Manager, Strategy and Planning: Feb 2010 – June 2014 CISCO Systems: SAN JOSE, CA

Incubation of Sales Acceleration Office (PMO) to mobilize Flexible Consumption models for Large & Complex opportunities. Initiation of strategic work streams for customer and partner interactions.

Responsibilities

§Working with regional sales teams and Large and Complex opportunity teams, created a qualification module to capture business requirements for XaaS offers

§Identify business case defining technology and service components to be offered in XaaS models.

§Evaluated gaps in Ordering, Provisioning, Onboarding, Billing processes to support XaaS/ NBModels

§Presented business case to executive steering committee to secure commitment and funding for investing in XaaS business

Accomplishments

a.Presented a business case of NBM opportunity pipeline of $2Billion

b.Created NBM Qualification module in Salesforce for regional sales to document business case requests from the

field

c.Mobilized XaaS business following approval from steering committee

Project Manager, CISCO IT, OCT 2000 – FEB 2010 CISCO SYSTEMS: SAN JOSE, CA

1)Led complex Oracle ERP implementation sunsetting 3 disparate systems over 70 legacy processes and converging 57 price lists in 4 geographies with a team of 37 over a span of 18 months.

2)Service Supply Chain Business Intelligence Datawarehouse for Partners and Vendor (18% in revenue growth, 22% in process efficiency, 15% in time savings)

•Streamline processes, manufacturing cycle time, monitoring, reporting KPIs.

•Drive process, operational & behavior improvements

•Service Fulfillment and Supply Chain Optimization

3)Reinvigorate Learning experience of Networking Academy Program

•Redesigned content management, optimized class/ student/ teacher enablement processes for Networking Academy program. Optimized 40% of processes leading to enhanced user experience

•Introducing new technologies in Learning content design, intuitive navigation, smart content rendering, instructor, student experience. Content refresh cycle time improvement by 60%

•Integration with Google Maps for effective search of academies worldwide with refreshed UX web presence. 25% customer satisfaction improvement

4)Program managed a centralized customer repository by de-duping, cleansing, sanitizing 500K records from 33 source systems for Sales and Marketing with a team of 20 over 18 months (Deduped 4.5Million Customer Contacts from 33 data sources)

Sr. Software Engineer, Oracle Corporation: July 1996-Oct 2000: Redwood City, CA

Worked in the capacity of technical lead and application engineer on design, development and testing of Oracle Inventory, Financials, Billing, Invoicing, Ordering, Manufacturing suite of Oracle 11i applications.

Software Consultant, Sun Microsystems: March 1995-July 1996: Milpitas, CA

Worked on designing and developing Global Shipment Planning applications leveraging Oracle suite of apps. Used concept of publishing and subscribing business objects on Information Highway which was the first implementation of world wide web using optimized exchange of business attributes.

Software Developer, DBA - Citibank NA: July 1993- Feb 1995: New Delhi, India

Oracle DBA and Applications programmer, involved in various phases of analysis, design, development and rollout of Banking transactions and “Nonresident mutual funds” solution.

Portfolio/ Program Management

Technical Skills

Portfolio prioritization and tracking

Project Lifecycle Management

Demand, Budget and Risk management

Executive, Stakeholder & team communications

Service/ Solution Design and architecture

RFP, SOW, SLA, QBR reporting, OKRs

Change Management, Transition Planning

Policy Compliance, QA, Biz Acceptance Testing

Predictive Analytics, Data driven Insights

Salesforce, Gainsight

Tableau, MicroStrategy

Visio, Data Modeling

Oracle, SQL, PLSQL

Agile/ DevOps

Slack, Smartsheet, Mural

Microsoft Project, Rally, Jira, Asana

Google Analytics, Telemetry

Machine Learning

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