Director Customer Engagement
Prodapt
Total years of experience :29 years, 7 Months
Executive client relationship role with the focus on developing business for the IT services in the area of BSS/OSS, Infra, IoT, Process Management and BPO. Responsible for Business Delvelopment, Delivery and to head overall engagement.
Responsible for delivery, relationship and internal sales for Tech Mahindra at Ziggo, Netherland's largest cable operator to implement the visionary, future state, BSS / OSS and Enterprise IT systems. Developed a high performance team in matrix organization to deliver ambitious programs by 320+ people in onsite / offshore model from three offshore delivery locations. Delivery quality highly acclaimed by the customer management as well as users. Consistently received almost perfect customer satisfaction scores.
P&L responsibility; Overachieved the Revenue and EBITDA targets by more than 25% YOY.
Key systems and acitivities : Customer relationship management, System Integration, Testing, Architecture, Business analysis, Design, Business Process Re-engineering, Security systems and security audit, Conceptwave / Ericsson Order care, RBM Billing, Clicksoft, Cramer, TIBCO, EBS
Responsible for the post-paid consumer products portfolio and International Roaming. Link between the Non Technical and Technical departments, requirements and the Business Case owner, responsible for all the consumer subscription based product projects, Promotions and overall acceptance and launch of the projects. Assess the market needs, initiate new projects to implement new products and services. Work closely with other functional departments and the project mangers for implementation. Define the strategy and get management agreements at every stage from product conceptualization to product launch.
Delivered multiple large and complex projects as an overall project manager. Took full responsibility of delivering the projects, from the Business Case to Closure. Managed budget, resources, priorities and scheduling of different projects. Lead teams of project leads from different business areas as well as external suppliers, outsourcing partners and external customers for the project delivery. Played a key role in vendor selection process and procurement process. Maintained high level of delivery quality and kept the after launch incidences to minimum level.
Was responsible to manage multiple projects for technical IT delivery, took end to end responsibility from IT perspective. Lead a team of Business Analyst, Solutions Designer, Developers, Testers, DBAs, System Administrator and outsourcing partners. IT projects are critical for the successful launch of the overall program. Successfully launched MVNO and ESPs, Data migration, Data Warehouse, Billing, Oracle financial, Roaming and other MNO projects.IT project scope from scoping and requirements capturing to design, development, test, delivery, handover and aftercare.
Capture and analyze the customer requirements for customization of Vantive. Performed Vantive Customisation to implement those requirements.
1. Established from the scratch a 4 mln+ revenue ceramic ingredient and ceramic machinery business in the state of Gujarat, Captured more than 60% market share in a period of four years from its launch.
2. Successfully managed greenfield implementation of financial, accounting and inventory management applications.
3. Managed systems, performed analysis of the business needs and translated into technical requirements, developed accounting, financial and inventory applications and reporting in FoxPro, Oracle, D2K.
3. Supervised production line of cathodic protection unit production.
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University Topper, the achievement recognized through special medal.