Technical Account Manager
Afiniti
Total years of experience :13 years, 0 Months
Manage end-to-end lifecycle of client deployments to integrate Afinitis behavioral pairing solutions within clients existing call center environments. Responsible to create client-specific plans, including identifying project requirements and scope; allocate and manage project resources; establish project budget and timelines and monitor project progress to mitigate risks and ensure timely completion within budget and schedule; serve as project lead and manage relationships with clients, vendors, and technical teams; manage and provide guidance on issue troubleshooting and resolution; communicate with and regularly report project status to key internal and external stakeholders.
The highlights of the responsibilities include
• Develop trust relationships with major clients
• Acquire a thorough understanding of key customer needs and requirements
• Expand the relationships with existing customers by continuously proposing solutions that meet their objectives
• Ensure correct product and services are delivered to the customer in timely manner
• Serve as a key link between Customer and Internal teams
• Resolve any complaints and issues raised by customer and deal with complaints to maintain trust
• Prepare regular reports of progress and forecast to internal and external stakeholders using key account metrics
• Facilitate daily scrums, stand-ups, and meetings to monitor project progress and resolve any issues the team may be experiencing.
• Develop and maintain relationships between the business departments, the Agile development teams, and other IT departments.
• Analyze feedback for communication back to the Agile development team.
• Build strong relationships with stakeholders, application users, and program owners.
• Act as a leader to the enterprise reporting development teams.
• Develop trust relationships with major clients
• Acquire a thorough understanding of key customer needs and requirements
• Expand the relationships with existing customers by continuously proposing solutions that meet their objectives
• Ensure correct product and services are delivered to the customer in timely manner
• Serve as a key link between Customer and Internal teams
• Resolve any complaints and issues raised by customer and deal with complaints to maintain trust
• Prepare regular reports of progress and forecast to internal and external stakeholders using key account metrics
• Help in streamlining procedures and processes related to JIRA
• Support in any activity that may be assigned
• Managing operational & strategic tasks for specific business streams, from inception through the various life-cycles
• Understand the various business drivers to protect& grow product margins & profitability
• Manage internal/external stakeholders relationships to successfully promote growth of the various products
• Leadership skills to motivate & drive a high performance
• Project Portfolio Balancing - Visibility of their cost/budgets allocated/utilized, resources utilized & targets achieved for a program/portfolio
• Supporting the Project team on requirements gathered from internal stakeholders to ensure efficient roll-out
• Conversant, with technical & commercial documents; capable to relate any important changes to engineering & other functional groups.
• Able to communicate complex issues & help gain consensus through the various levels of organizations, whether internally or externally, in order to accomplish what needs be done, by hosting & attending a number of meetings and developing stakeholders consensus
• Thorough and conspicuous in keeping records for the essential documentation of projects, risk registers; enabling availability of comprehensive information for the Management in optimized formats for decision making
• Experienced in setting up, accountability & KPIs for management of projects, stakeholders & suppliers.
• Reporting & presenting Project Reports & Statuses. Also implement effective tools to track progress & slippage in timelines
• Improve existing Project Reporting Tools by working on its automation (from requirements perspective) & making sure that the requirements are correctly conceived, implemented & delivered for the end users
• Develop a plan of bringing together the information on projects, resources, timescales, monitoring & control
• Continuously assess performance; research & develop new capabilities; systemically apply learning & knowledge in the APMO functions
Nov 2012 - Jan 2015 (2 years 3 months) Translated business requirements into feature groups, and user stories to identify candidates stories; respond to questions and estimate high-level business requirements. Shoulder the responsibility for acquiring project details, creating project estimates and deliverable milestones, and documenting project progress. Delivered excellent support to the sales team in identifying potential leads and preparing project estimates and proposals.
• Assisting in Product development and driving its marketing strategies.
• Played a major role in the success of the business in gathering system requirements through focused groups and stakeholder analysis to administer in-house/off-site corporate presentations.
• Served as a business analyst, and supervised a Health Insurance Portal to deliver hospitals with a single interface and validate, verify, and service insurance cover from multiple health insurance providers.
• Involved in preparing requirement specifications, design specification and reviewing the test case documents.
• Efficiently performed gap analysis and gathered requirements to document existing business processes and enhancement requests for the new business system.
• Develop and maintain relationships between the business departments, the Agile development teams, and other IT departments.
• Maintain Risks and Dependencies.
• Maintain the Kanban board, sprint backlog, product backlog, burn-down charts.
• Create project outlines and timelines and distribute responsibilities to team members.
• Oversee design, implementation, QA, and validation of enterprise reporting products.
• Perform project planning activities using Waterfall/Agile methodologies. Driving either as required.
• Get involved in the technical aspect of the solution and work well with developers, implementation analysts and quality assurance analysts to ensure a viable solution is provided to the customer.
• Analyze feedback for communication back to the Agile development team.
Sales and Marketing Executive/ Business Analyst
Jan 2012 - Dec 2012 (1 year) Manage the eAcademy for SAP Professional Trainings. Performed Marketing tasks (presentations, seminars, workshops etc.)Business Development for websites and ERP application.
• Act as a leader to the enterprise reporting development teams.
• Remove project obstacles, develop solutions with the team.
• Develop and maintain relationships between the business departments, the Agile development teams, and other IT departments.
• Maintain Risks and Dependencies.
• Create project outlines and timelines and distribute responsibilities to team members.
• Get involved in the technical aspect of the solution and work well with developers, implementation analysts and quality assurance analysts to ensure a viable solution is provided to the customer.
Worked as a Business Analyst on the ERP system. Key responsibilities included, performing GAP Analysis, Need requirement specifications, Scope boundary definitions and SWOT analysis, of the existing ERP, modified ERP (enhanced version) and SAP solutions.
• Contributes to the establishment of Business Analysis systems, processes, and methodologies.
• Liaises and works with business users to define and redesign business processes and identify corresponding solution requirements while establishing appropriate expectations and business scope.
• Develop efficient and effective processes, policies, and procedures as necessary to obtain financial information.
• Provide technical guidance and systems training to coworkers.
• Ensure proper documentation exists for all the supported processes and applications.
• Analyzes information to draw accurate, logical, and actionable conclusions.
• Creates high-quality presentations, models, analyses and other deliverables and presents them to clients and upper management.
• Creates, formalizes, and manages the requirements management process.
• Understands and communicates relevant subject matter expertise between the business and IT to support enterprise-wide technology initiatives.
• Client Management and support.
• Responsible for mapping clients business processes into the application.
• Creation of reports to meet client specific needs
• Perform interface customization through Backed office
• Assist client and their customers in daily operations
• Internally train new support team members
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