Customer Success Software Development

Ravi Ramakrishnan

**** *** ****** *****, **********, IL 630-***-**** ************.****@*****.*** Customer Success • Professional Services • Data Analytics • Software Development A dynamic, savvy, accomplished hands-on professional with 25+ years of experience in the software and hardware industry. Possesses a unique combination of product and services industry experience coupled with a strong technical background and business acumen. Effective evangelist capable of presenting value propositions to large audiences at conferences and in one-on-one meetings with C-level executives, industry analysts and users. Strong leadership skills with an ability to set goals, motivate and drive teams to success. Strengths:

● Customer Success / Professional Services ● Scaling Onshore/Offshore Teams

● Customer Onboarding and Enablement ● Technical Account Management

● Solution Architecture & Presales

● Prompt Engineering

● Data & Business Analytics

● OpenAI API & Embeddings

PROFESSIONAL EXPERIENCE

ECI Software Solutions, Chicago

Head of Worldwide Professional Services – March 2024 to Present

● Responsible for the Pre-Sales, Implementation, Retention and Renewal of multiple Manufacturing ERP software: M1, Macola, JobBOSS, JobBOSS2, MAX, MFG and Alora.

● Oversaw all aspects of the Americas professional services, including revenue, pipeline, bookings, profitability, utilization, and customer satisfaction, including recruiting, developing, and managing high performing professional services teams of employees and contractors for all the above product lines.

● Managed a P&L of $12M plus.

● Established Standard Operating Procedures (SOPs) to deliver a smooth customer journey: transition from sales to onboarding, provided a highly impressive implementation result - outcomes and experiences - and ensured a smooth transition to Custom Success Management.

Cube Software, New York

Head of Customer Success, Professional Services & Support (Senior Director) – January 2023 to January 2024

● Redefined and rolled out an end-to-end value-based onboarding framework that delivered on the promise of a consistent customer experience.

● Rolled out new recurring and non-recurring service offerings for onboarding and post go-live transforming PS from a cost center to a profit center.

● Reorganized the global PS organization by business functions and PODs to drive quick time to value.

● Aligned all the GTM functions to bring parity between what was sold and what was delivered. Tray.io, San Francisco & London

Head of Worldwide Professional Services (Senior Director) – June 2020 to January 2023

● Delivered on the promise of a profitable PS P&L in 18 months.

● Revamped the entire PS portfolio based on customer personas, resulting in over $1M of net new services ARR in the first quarter alone.

● Scaled the PS organization to provide global coverage in an extremely challenging hiring environment

● Led the effort to build other parallel CS functions like Support, Education, Engineering, and Customer Innovation

● Was an integral part of new GTM initiatives – Regionality rollout EU/APAC, Extending the product continuum with offerings targeted at newer markets

NetSuite [acquired by Oracle], San Mateo, California Global Director of Technical Service, Customer Success – January 2015 to January 2020 Principal Consultant [Individual Contributor] – January 2013 to January 2015

● Driving $20+m in annual revenue with a 35% year over year growth since 2015

● Complete responsibility of an organization that includes Pre-Sales, Services and Technical Account Management

● Responsible for project delivery and services/product innovation for the Retail, Services, Media/Publishing and Not-for-Profit verticals.

● Leading member of the team responsible for the methodology and playbooks for service delivery and technical account management.

● Started a data/business analytics team and expanded to offer machine learning engineering services.

● Grew a team of 15 consultants in 2013 into a powerful global organization of 100+ in just over 5 years.

● Lowered attach rate for professional services and increased subscription revenue

● Global responsibility includes North America, Europe and Latin America

● Established and managed offshore teams in new geographies – Uruguay & Czech Republic

● Pioneered a new Agile and SCRUM delivery model for services that has increased delivery efficiencies, customer sat and NPS scores and reduced Churn

● Lead architect accountable for the successful delivery of NetSuite implementations that spanned from enterprise customers like TJ Maxx and Amex to startups like Spotify, GoPro, Amobee and Arista Networks.

● Conceptualized, developed and took to market new product and service offerings. One of them is now the cornerstone of NetSuite’s corporate strategy with an annual funding of $4m sponsored by the CEO. Hewlett Packard / Compaq, Chicago, IL

Professional Services – Dec 1995 to Mar 2000 and Oct 2010 to Dec 2013 Solution Design & Architecture – Mar 2000 to Oct 2010

● Responsibilities: Delivery of SAP, Oracle EBusiness Suite and PeopleSoft Projects; Design and Related Architecture of IaaS/PaaS On-Premise and Cloud Infrastructures

● Roles: Progressive Roles from Solution Architect to Principal Consultant to Director

● Led the solution delivery landscape and technology architecture phases for several global ERP deployments e.g., Johnson Controls, Zebra Technologies, USG Corp, Elkay Industries, United Airlines

● Was a founding member of several IaaS solutions to support ERP infrastructures Prior Experiences:

Progressive roles from software developer to researcher to consultant to team lead at Accenture, Baan & NASA Education:

● Seth Godin’s AltMBA [Nov 2020]

● Doctorate in Aerospace & Ocean Engineering, Virginia Tech

● Masters in Mechanical Engineering, Indian Institute of Science, Bangalore

● Bachelors in Mechanical Engineering, BITS, Pilani

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