Rajesh Unnikrishnan

• Develop detailed business cases outlining projected impact for each initiative prioritized on the roadmap.
• Write comprehensive product requirements and end-to-end user stories for engineering and design teams.
• Collaborate with Engineering, IT, UI/UX designers, partners, and data analytics teams to enhance B2B commerce experiences.
• Evangelize and test new business ideas, driving implementation with key success metrics.
• Hands-on experience with Confluence for building product overviews and NorthStar vision.
• Proficient in upstream and downstream business capabilities like Demand Generation and Order to Cash.
• Collaborate with product line managers on cross-domain initiatives, tracking and mitigating product risks.
• Define requirements, prepare BRDs or user stories, develop Test trackers, and perform Pre-UAT.
• Prepare key training material and train end-users for easy adoption of new solutions.
• Participate in UAT testing and perform end-to-end regression testing during test cycles.
Product Vision:
• Lead cross-functional teams in developing a cohesive and compelling product vision.
• Ensure alignment of product vision with user needs and business goals.
• Collaborate with stakeholders to refine and communicate the product vision effectively.
User Experience (UX):
• Design intuitive and engaging user experiences prioritizing usability and accessibility.
• Conduct user research and iterate designs based on feedback.
• Collaborate with stakeholders to integrate UX considerations throughout the development process.
Workload Prioritization:
• Develop robust prioritization frameworks to manage competing demands.
• Establish clear criteria and guidelines for prioritizing tasks.
• Leverage agile methodologies to facilitate transparent prioritization processes.

• Get involved in early phases of project(s) from CSO perspective and contribute in support planning.
• Provide expertise, support, and testing on new product launches, roadmaps, and key business projects/processes
• BRD FRD Reviews and strategic decision makings
• Develop CRP/UAT test plans for business testers for product release and application development projects.
• Participate in CRP, UAT and Smoke Testing.
• Understanding of end to end processes and assisting in Process Synchronization & Transition across cross-geo teams.
• Create and maintain training materials and cheat sheets for new product releases and policy/pricing changes.

Quoting team transition in Costa Rica (Part of RS2 Project):
• Set up a stabilize new quoting team of 80+ members in Costa Rica staying there for a duration of 6 months
• Co-ordinated with various internal stake holders and managers to have the quoting team set up.
• Involved in training sessions and on floor support assistance to ramp up the team in terms of process knowledge and the comfort level to process quotes.
• Assisted the training team to update the training docs and also implemented a few system enhancements and work around for a smooth flow of the process and systems.

• Responsible for order to cash process cycle.
• Responsible for process Documentation, Project/Knowledge Management & Training.
• Work with multiple businesses to Analyse Service Contracts, Renewals, order Bookings & Pricing.
• Analyze & Validate Data with utmost accuracy and assist diverse teams with daily operations on Oracle Modules.
• Interface with Internal Sales, Finance and IT teams as required to support the Order to Invoice Process.
• Local point of contact (USA & Ireland) for Product Licensing, SKU and Customer facing application functionality.
• Experience working with teams from different time zones and cultures.
• Provide project and functional support to business users across Customer operations
• Responsible for Service & Client Level Agreements and Standard/Non Standard Approvals.

• Leading a team of 25 members

• Performance Management - Conducting performance appraisals, one-o-one reviews, data normalization and ranking the team members, make performance improvement plans for team members (trainings). Coordinate with Quality team to ensure the quality is met on a daily basis.

• Process Management- Managing shifts, sending productivity/audit reports within timelines, working on analysis on SLA parameters (Ex: Cycle time, C-Sat, Quality etc), planning shift rosters, conducting huddles, coordination with cross functional teams for support and solutions

• People Management- Handling issues of team members, maintain right headcount and buffer, raise ERF in time during requirement of resources, attrition management

• Revenue Management- Maintain billing for the team and attendance for proper headcount. Look for opportunities where additional revenue can be available from the client
• Service Delivery- Handling client contact through conference calls, sharing the data, analysis and suggestions of process improvements on weekly basis. Preparing Minutes of the meeting and working on action items. Documentation of process updates and changes and getting it updated in the online support library process documentation

• One of the core team members responsible for delivering company’s Next Gen Volume Purchasing Program (VPP), including User Acceptance Testing, implementation, post roll out support
• Migration of 7000+ existing customers to a Next Gen Volume Purchasing Program
• Creating various reports and metrics relevant to the Volume Purchasing Program
• Prepare and publish Monthly Channel Price lists in different currencies globally
• Responsible for Pricing accuracy, managing Global Pricelists
• Delivering monthly metrics tied to Pricing
• Documentation of Price book generation process
• Training new team members on Pricebook generation process
• Act as a Subject Matter Expert (SME) on Product Pricing, Packaging & Licensing queries from Customers, Partners, Distributors and internal sales
• User Acceptance Testing for VMware’s Support extension tool
• Day-to-day management of Volume Purchasing Program (VPP)
• Preparing Customer, Channel, Internal facing “How to guides” related to Purchasing Program(s)
• Handle end-to-end case management for Volume Purchasing Program queries, meeting Service Level Agreements (SLAs)
• Co-coordinating and working in liaison with globally spread out team members and other business divisions
• Secondary research on peer & ISV Purchasing / Pricing programs, Pricing Models for different segments (Commercial, Federal, Academic)
• Discount trend & pattern Analysis of various deal types (run rate deals to strategic deals)
• Validating customer survey results on pricing

• Developing the Customer Value Services and Sales Order Management Process (A process where Customer service representatives provide Global support to priority customers through e-mail)
• Documentation (Training and Process)
• Completely in charge of dissemination of knowledge and process updates for the team
• Conducting training (Regular and refreshers) for employees, including preparation of training schedules and development of training material
• Evaluate, monitor and control quality (team and agent wise) in compliance with client specifications.
• Owning the audit process for the team and also function as an auditor, ensuring audit percentage as per client expectations.
• Handling Escalations/customer satisfaction issues for the client.
• Sales order processing (pre and post booking)
• Assisting customers in configuration of routers/chassis,
• Tracking shipments via direct contact with the Logistics.
• Expediting shipments for customers and ensuring client commitments are met, by being in contact directly with the manufacturing