Account Delivery Manager

BANKIM GHELANI

PROFESSIONAL SUMMARY

• Strong IT experience of 10+ years in the end to end management of Accounts, Customer Success, Service delivery, and portfolio of projects across Financial, Insurance, HealthCare, Telecom, and Pharmaceutical Sectors.

• Delivered end-to-end Projects Implementation and Solution for Fortune 500 Customers. Highly skilled at designing and presenting business and technical enterprise software solutions to wide range of C-level, Management and Technical Audience.

• Versatile team player with excellent analytical, presentation and inter personal skills and worked across three continents North America, Europe, Asia in a multi-cultured environments.

• Confident thought leadership with strong business savvy and technical expertise marked by deep blend of customer management, enterprise software implementation experience, and management acumen.

• Strong awareness, and Familiarity in the compliance implementation from Data integration & IT operations standpoint for various regulatory standards as SOX, HIPAA, GBL, GDPR, CCPA, PCI DSS for Financial, Healthcare verticals.

• Demonstrated decision making capabilities while working in huge environment through team- management and project reporting.

• Hands on experience using wide variety of Business Intelligence tools and CRM, ERP Systems such as Informatica, Oracle, Teradata, SAP, Micro strategy.

• Worked Aggressively on Plethora of turnkey solution projects with delivery management and milestone tracking.

• Thorough and steadfast employee with escalation handling skills and solid background in Enterprise Customer Retention, and successful delivery.

• Thought leader in strategic account management based on a deep understanding of customer needs gained from multiple years of systems implementation experience and co-ordination with teams of varying size.

• Scope of work expertise includes: Data Integration Requirements Gathering IT Strategy Data Governance Start-Ups & Turnarounds Process Improvement Data Quality Assurance Team Leadership Deployments Integration Competency Center Issue Resolution Address : Fremont, California 94538

Phone : 630-***-****

Email :

**************@*****.***

SKILLS

• Business Development, Account

Management, Project Portfolios

• Providing Estimates, and Quotes

for Statement of Works(SOW),

Subscription services

• Leadership, Sales, Customer

retention

• Opportunity - Lead Management,

Weekly-Monthly-Quarterly

Forecast monitoring

• Request for Proposals (RFP),

Escalation Management

Procedures, ROI use-cases

• Knowledge management, Risk

management, Strategic Planning

• Account, Disaster recovery,

PL/SQL, UNIX Shell

• Auditing, Fast, Prototyping,

Automation, Financial, Quality

• Team Building,

Budgeting/Forecasting, QA

• Business Intelligence, Functional,

Real-time

• Business plans, Requirements-

gathering

• Business process, Capacity

planning

• Consulting, Managing, Seminars

• Cost accounting, Market - SLA

• CRM, SaaS, Salesforce, Microsoft

Dynamics Integration

• Data Management, ESS, System

integration

• Data-Cloud migration, Data

Modeling

Migrations Product Consulting Master Data Management Cross- functional Communication Project Management, Client Relations WORK HISTORY

Account Delivery Manager, 01/2014 to Current

HealthCare Vertical

• Managed, and Delivered key projects for top clients across broad industries, including Merrill Lynch, Allianz, Adventist Health, US BANK, Dako, AT&T, Thomson Reuters, John Deere Credit, University of Michigan, American Express, Warner Bros and Rogers (Canada).

• Drive achievement of large and small project goals, engineering solutions from concept to launch and iterations.

• Noteworthy client engagements:.

• Expands services-sale, and offerings within existing and/or new accounts while building relationships with key decision makers.

• Managed, and help deliver yearly quota of ~$4.5-6 million YoY.

• Developed and executed a strategic and comprehensive business plan for each account including identifying core customer requirements and mapping the benefits of Informatica's solutions to customer business requirements.

• (Roster of overall 37-45 accounts on an average).

• Timely documentation within CRM / Marketing software of customer contact and activity data is required of this role (e.g.Names, titles, contact information, opportunity value, product information, sales stages, probability, business pain, firm-future commitments, etc.).

• Accountable for accurate forecasting, regular quarterly revenue delivery, and the implementation of agreed account and business plans.

• Collaborated with delivery, product, and Marketing teams to develop an effective plan for the accounts, to include events, seminars, and roadmap sessions.

• Promoted Informatica's products, maximizes brand recognition and mindshare at all levels, and publicizes success stories.

• Provided, and Managed Customer Satisfaction (CSAT) feedback to internal stakeholders for product, systems, and process improvements.

• Created roadmaps, and mentored other team members, about journey, and complete knowledge of the company's products and services.

• Sold to, and interacted with increasingly more senior customer decision maker levels, with more frequent interactions with executive levels, and key decision makers.

• Providing Project Plans & Estimation to Customers in the region in a high-paced environment.

• Data Warehouse/Data Lakes,

Enterprise, User training

• Databases: Oracle, DB2, Teradata,

Netezza, T-SQL, Access, SQL, HIVE,

HBASE

• Documentation, Presentations,

Shell Scripting

• Agile, ERwin 4.0, Program design,

Upgrade Planning

• Worked with Partners for developing challenging solutions as required by several customers in fast paced environment.

• Developed relationships with Business teams to assist them in meeting future Road maps.

• Assisted several Customers/Organizations to implement solutions with right kind of resources to meet objectives and challenges.

• Leading and coordinating efforts for team with vast number of resources (Developers, Administrators, Business Analysts etc.) at customer sites and internally to deliver solutions

• Negotiated agreements/SOW's between teams, to clarify misunderstood directions and resolve conflicts affecting performance, and created framework for different escalation modes. Served as single point of contact for Customer Success, and Escalation Management.

• Implemented ROI based models, by researching and implementing fixed-fee cost-saving initiatives, and creating fresh new approaches to long-standing problems.

• Supported and worked with Inside Sales team, on RFP/RFQ's, and created strategy customized to each Enterprise account.

• Managed overall account-project success, and worked with different BU's, to draw focus of customers for EBC's.

• Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from Product offerings or Service delivery, protecting Org reputation and loyal client base.

• Managed quality assurance program including on site evaluations, internal audits and customer surveys.

Technical Delivery Manager/Consulting Manager, 01/2009 to 01/2013 Informatica Corporation

• Develop and managed team of consultants on several customer engagements, including actively managing on- boarding, enablement, oversight, evaluation, and career consulting of each member.

• Select new hires and facilitate continuous training and mentoring.

• Review and convey performance feedback to employees.

• Drove support for corporate initiatives as well as team-based consultant objectives and metrics, including product license, service referrals, and knowledge management.

• Maintained staff satisfaction through advising and assisting them with career growth and advancement, analyzing and developing individual core skills, and promoting training and education.

• Performed technical assessments, including the research and evaluation of application Services to improve current systems and support overall business goals.

• This included prototyping and the construction of proofs of concept.

• Participated in requirements-gathering sessions in conjunction with several business teams.

• Guidance in Automation of processes to maintain consistency between the development and production environments, including refreshing of dimension data.

• Assessment of H/W and network infrastructure with key sources to perform capacity planning for the customer master data.

• Provided leadership and guidance in highly cultural diverse environment for achieving the objectives agreed upon.

• Created Project Documentation, Timelines and Resource Planning Activities.

• Produced paper trail of forms and reviews for ease of auditing.

• Upgrade effort estimation from version upgrade of software, applications to ensure better performance for upcoming BI projects & meeting reporting SLA's.

• Designed and implemented development, system integration, and production and disaster recovery environments for mission critical data warehouse.

• Created Future State Architecture & recommendations document for dealing with integration scenario using GRID/HA.

• For Allianz Insurance, build and deploy Enterprise Wide Data Quality framework which includes data quality services and data governance process which would fit in within their Lean Integration process.

• Delivered and executed customer cost accounting data mart for feeding McKesson Patient-Account management solution in 25% less time and 80% of budget.

• For American Express, enabled reduction in implementation and go- to-market time by playing central role in designing first-generation metadata-driven ETL code generation framework.

• For US Bank, decreased processing time by 50% and increased master data quality of campaigns, leads process by championing data governance project with focus on data quality architecture for customer data integration hub as part of master data management solution.

• For Merrill Lynch, reduced operational and maintenance costs by 30% as well as streamlined data access via building flexible, reusable data migration framework; consolidated data of common systems and business process that evolved with substantial difference and now requires standardization into single enterprise format.

• For American Express, built and deployed holistic, scalable data integration and data quality platform capable of handling 8TB to 24TB of data per day as well as metadata management and reporting.

• Led various data management initiatives at enterprise level to define data integration & business intelligence solutions.

• Developed long-term strategies with customers to understand business issues and deliver value based solutions.

• Provided expert advice and demonstrated practical usage of data quality tool for risk management, fraud detection, and Basel II compliance initiatives for many financial, insurance organization. Senior Consultant, 01/2007 to 01/2009

• Utilize wide array of Informatica products to assist clients in effectively achieving their business and process goals.

• Execute projects concerning data integration, data quality, data migration, and master data management, ensuring customer satisfaction using Agile, Lean Integration, and Velocity methodologies.

• Gather customer requirements, including expectations and timelines, deliverables, project milestones, costs, and potential risks, by collaborating closely with pre-sales team and regional manager.

• Conduct formal and informal ad hoc presentations to customers to apprise them of new product functionality and ensure proper use of products.

• Interface regularly with business and IT team, from requirement gathering to program design.

• Expertly designed and reviewed multiple Informatica architectures, communicating feedback as needed on scalability, performance, disaster recovery, availability, enterprise grid, real-time web services, and other functional specifications.

• Played key role in customers' product version upgrades, providing detailed project plans with clear steps for various implementation phases.

Programmer Analyst, 01/2006 to 01/2007

Ultimate Technology Solution, LLC, Lisle, IL ·

• Compiled project requirements and facilitated projects in collaboration with QA, and system administration teams.

• Conducted end-user training and delivered technical support. Developed, documented code, programs on SQL, business intelligence oriented platforms, CRM systems

• Worked with Team members to resolve run-time problems, improve operations and supported go-live.

Teaching Assistant, 08/2005 to 12/2005

Lamar University, Beaumont, TX

• Mentored & Trained Students for Grade level course

• Assisting the staff for conducting lectures on Database Fundamentals

• SQL Mechanisms, PL/SQL

• Project and Assignment Allocation to different groups and also grading them

• Pattern Storage mechanisms for Efficient Retrieval EDUCATION

Master of Science, Computer Science

Lamar University - Beaumont, TX

PROFESSIONAL ACCOLADES

• Received Informatica award for Outstanding Performance & Customer Success: Informatica (2008 & 2012, 2017)

• Maintained 4.7+ out of 5 Customer Satisfaction Rating for delivery teams on several accounts: Informatica (2007-2019)

• Maintained 98% renewal rate on subscription accounts (Cloud, SaaS offerings)

• Awarded by Customer (Anthem - 2018/2019): For Delivering Claims, EOB, Member portal digital experience system under budget/time

.

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