Ajay Gopalan Email & Phone Number

Sammamish, WA, US

Greater Seattle Area

• Managing Customer Advocacy Team (CAT) helping customers through challenges with our products both on-prem and in the cloud. Team manages Exec level escalations and related work across Engineering teams. Team works and.
• Leading a cross-functional team responsible for adoption and issue resolution of our next-gen software ensuring customers have a smooth experience with our latest offering.
• Developing and managing customer relationship with strategic Premium Plus customers as part of Customer Engagement Program (CEP) to gain insight on how they use our products and aid in improving overall product quality
• Working closely with Customers and Account teams to understand customer needs and acting as the Voice of the Customer in Engineering, helping prioritize quality and steer product roadmap based on customer insights
• Project management of key deliverables for our customers
• Managing communications with both customer and internal stakeholders (up to C-level)

• Team Lead for Oracle Middleware and Tools products working on developing business solutions for project installations and migrations
• Helped improve Oracle’s strategic partnership with premium customers across a variety of product lines
• Managed escalations and provided guidance to other team members
• Managed resource utilization for meeting or exceeding the SLA with the customers
• Performed technical reviews, evangelized new Oracle product features, and ensured prompt and proper resolution of technical issues
• Worked closely with customers in translating their business needs into future product enhancements by collaborating with Oracle product development teams

• Architected and implemented a solution based on an existing Merchandise Management System (Retek later called Oracle Retail) for The North West Company in Winnipeg, Canada
• Performed Gap Analysis to come up with design specifications for the proposed solution
• Responsible for business requirements gathering from various stakeholders and translating them into technical design documents.
• Responsible for designing a bridge to facilitate the communication between the homegrown Warehouse Management system and Retek application
• Responsible for architecting an enhanced security model to be implemented on top of Retek, which later on was adopted by Retek in their application
• Created design documents for database objects to support the customizations

Gurgaon, India

New Delhi Area, India