Customer Support Scrum Master

RAJARSHI (ROGER) SEN

513-***-**** ***********@*****.***

Customer Success, Account Management and Execution excellence. Accomplished leader and Solution Provider with Proven track record in a Cloud technology company ensuring Customer Success and Satisfaction. Expertise in Financial, Consumer Goods, Automotive and Manufacturing industries. Proficient in working with C-level executives and possesses very strong Relationship Management skills - the ability to manage clients and colleagues at all levels. Uses influence and facilitative style to build high performing customer care teams globally. Highly regarded for ability to manage and lead with speed to action in complex environments. PROFESSIONAL EXPERIENCE

MICROSOFT May 2021 – September 2022

Sr. Customer Success Account Manager

Manage the entire post-sale customer lifecycle, from managing the Azure Cloud product implementations and customer onboarding to proving value throughout the relationship with the customer until their contract renewal for D365 F&O, MDFC, MDE, M365, etc. I am a strategic partner to my customers, responsible for building and the executing the Customer Success Plans and achieve digital transformation at my customers by orchestrating cross-functional programs that deliver customer value and enable transformational customer outcomes.

Drove positive Customer Satisfaction and become a trusted advisor to Customers and partners. Contributed to the prioritization of technology investments at my customers. Partnered with Sales and Marketing reps, ensuring trade- offs based on business value with emerging and current technology. Shared Customer insights, feedback, opportunities, account performance, and priorities with the Account Team. Presented at QBRs to C-level customer execs on progress made and received feedback to act upon and improve Customer Satisfaction score.

As a Cloud support escalation manager, successfully managed customer escalations by engaging the support engineers to resolve issues and escalated to Dev Engineers as needed for bug reporting and resolution. Proactively maintained communication with customer and internal management team with regular updates and managed the customer expectations throughout the escalation process until resolution. Provided escalation process training to the customer to the Customer Support contacts.

Developed opportunities to drive Customer Success business results by working with business and technical decision makers to ensure they understand Microsoft's value proposition and get value from their investment in the Microsoft technology.

Successfully managed the regional and zonal Cloud capacity constraints by planning the cost-effective diversification of Cloud workload across various geos.

Led Account Planning sessions along with the Account Executive. Created and executed to success Customer Success Plans for my assigned customers. Ensured value-based delivery as defined in the CSPs and led the orchestration of project teams, balancing implementation of new capabilities and optimizing Customer operational health.

Nurtured Executive sponsor relationships by articulating Customer outcomes and value realization.

Consumption Planning: Asked customer to provide 3–6-month demand forecast for Cloud services and provided to the Capacity Management team to plan for consumption. Created a Consumption plan across all the channels of the support contract to track and monitor consumption and publish a monthly report to discuss consumption with the customer during monthly support and services review meetings and QBRs.

Managed Azure Cloud support renewal contracts for my assigned customers. Created the “buying conditions” and support renewals by identifying Customer Support Contract value-realization and Customer Operational Health needs that support renewals.

RAJARSHI (ROGER) SEN

513-***-**** ***********@*****.***

ORACLE AMERICA, INC. March 2006 to April 2021

Sr. Principal Customer Success and Support Renewals Manager Responsible for Fortune 500 Financial Services accounts; established a trusting with enterprise customers, managed customer implementations and support escalations, provided exceptional client services and led support renewal effort of over $80M customer portfolio in annual support spend.

Managed Support Renewal responsibilities for multi-million-dollar support contracts.

Responsible for renewals forecasting and cancellation avoidance for portfolio of customers with annual Support Renewal revenue totaling over $80M.

Proficient in use of Analytics tool to manage Opportunity, Customer landscape, Product Usage, Renewals and Escalations.

Escalation Management - Successfully and effectively engaged with C-level executives to manage crisis, and diffuse major escalations. Interacted with all ranks (C-Level to End User) at customer to alleviate and neutralize potential escalations by taking proactive remedial actions. Exhibited ability to effectively deliver “Bad News”. I was the “Voice of the Customer” within Oracle.

Identified and brought software license opportunities to various sales teams. Positioned, and ensured successful delivery of consulting, enhanced proactive services and training throughout my portfolio of customers and across multiple product lines.

Effectively management of customer accounts – walking the halls, regular health check to gage the pulse of the customer and ensure that the Support renewal and Customer Retention increased year upon year. Accomplished an increase of 18% year over year growth in Support Revenue. This resulted in 99% retention of my customers.

Identified Value Drivers for each engagement and insured that success criteria are met. Arranged and chaired regular meetings with customer to review the performance, SR Volumes, SLAs, Pro-active tasks and Conducted quarterly customer Satisfaction Survey's within a Customer and gather feedback.

Organized effective x-LOB account team to penetrate the accounts deeper and maintain effective communications across the account team by scheduling regular account team calls.

Built business aligned IT Strategy to support global business imperatives. Developed collaborative relationship at all levels of leadership across Global IT and business stakeholders. Developed and guided predictable execution.

Used the Account Planning sessions to build relationship as credible business partner to Internal Sales and Marketing organizations and to assist selling to customers.

Ensuring that services are delivered as per scope/SOW. Escalate within if there are any gaps. Responsible for Response and Resolution SLA adherence and any other commitments made to the customer. Utilized ITIL methodology, KAIZEN techniques. Agile values and principles, reliance on my talents to harness ALL offerings across the support organization, assisted customers with continuous improvement processes, and achieving the 99% systems uptime of their implementations.

Oversaw the implementation lifecycle of Oracle products at my assigned customer who were using the Agile principles. Partnered with the Product Owner and Scrum Master to attend/participate in sprint and retrospective sessions. RAJARSHI (ROGER) SEN

513-***-**** ***********@*****.***

SIEBEL SYSTEMS, INC. 2000 to 2006

Leadership Roles in Account Management – Principal Technical Account Manager (TAM)

Primary Technical advisor to customers for Siebel products and implementation strategy. Reviewed and analyzed the proposed Architecture, backup and disaster recovery plans and provided constructive feedback and comments. Managed several Siebel implementations globally for several Fortune 500 Customers, Public sector and others, allowing the Customer to meet and exceed their TCO and the customer IT managers meet/exceed their KPI’s.

Led process and technology (Siebel implementation) initiatives to build COEs at various Customers, globally. Served as an instructor for Analytics and CRM courses. Successfully executed many teaching assignments on various technical courses at customer sites worldwide.

Assisted with successful, on time and on budget upgrade of both the CRM and Analytics environments. Activities included process mapping, solution architecture, project management and implementation planning, execution, and support. Effectively worked with xLOB like Expert Services, Engineering and Product Managers to deliver product functionality needed for customer success.

Reviewed solution architecture, analytics reporting and implementation and deployment plans in East Asia for a major mobile phone manufacturer; and closed the license sales deal (USD 10 million) successfully. Received Corporate CIO and CEO leadership awards in 2003 and 2005.

STRENGTHS

• Ability to work in a fast-paced, entrepreneurial, and multicultural environments.

• Prioritize workload, effective delegation of duties, and work efficiently under pressure.

• Excellent interpersonal skills - Ability to work as a team player and team leader

• Lead a diverse team of individuals towards a common goal to achieve success.

• Efficiently work in multicultural environments and across geographies.

• Highly motivated and focused professional with efficient and effective management skills to drive up customer satisfaction.

• Excellent Oral and Written Communication Skills. EDUCATION

• M.S. (all coursework completed) University of Cincinnati, OH, USA.

• BS (Civil Engineering), M.S. University of Baroda, India. PROFESSIONAL DEVELOPMENT

• SC-900 Azure Cloud Security exam passed.

• Cloud (SaaS, PaaS) Support Professional Accredited.

• ITIL v3 Foundation.

• Advanced Presentation Techniques,

• Infomentis Account Planning and Management,

• Certified DB2/UDB and Oracle DBA,

• Certified Siebel Consultant.

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