Amit Lath, Mba Email & Phone Number

Waterloo, Ontario, Canada

I led strategic relationship with Fortune 500 clients in Canada and USA, providing contractual and technical oversight for account activity.CUSTOMER ACCOUNT MANAGEMENT: Represented customer needs to internal teams, ensuring customer interests are met. Served as an Escalation point for customer. Coordinated defect request or new feature request with support/engineering/professional services. Maintained/build relationship with customers at all levels from end users and individual contributors to IT Managers and Senior ExecutivesDATA ANALYTICS and PRESENTATION: Presented key customer data metrics to senior management audience – Executive report, Weekly Operational Status Report, Performance Statistics and Quarterly Reviews. Performed monthly trending to identify process improvement for customer and internal teamsCOLLABORATION: Collaborated with product management on product roadmap discussions with customer. Documented customer requirements to identify revenue expansion opportunities. Liaised with Product Management to recommend product upgrades or additional solutions to meet their requirements. Facilitated strategic account discussions with Sales and Professional services teamRISK ASSESSMENT and MITIGATION: Using metrics and regular interactions, maintained an accurate pulse on the health of the customer. Gauge the current health status and continuously work to improve/maintain a healthy stateSTRATEGY EXECUTION: Reviewed and remodeled software solution delivery strategy in semi-annual maintenance plans. Coordinated with cross functional teams to manage technical solutions delivery per customer expectations. Partnered with customer to create product implementation and release plan strategy. Oversaw support readiness for implementation activitiesOWNERSHIP: Exhibited a sense of urgency as well as exceptional problem solving and active listening skills to meet the needs of over 1200 Canada wide bank branches and achieved 100% customer satisfaction

Waterloo, Ontario, Canada

Served as ‘voice of the customer’ for internal organizational units and functions. Identified pain points and recommended value-add solutions to drive customer success. Actively monitored product and feature adoption. Used incident statistics metrics and regular interactions with key customer contacts to accurately gauge pulse of customer health; worked continuously on improving / maintaining healthy state

Worked in a complex technical environment, resolving and providing solutions to customer problems. Identify, design and develop solutions for product and system problem. Managed customer relationships with some of the largest financial institutions of North America. Mentored and assisted peers in product technical details and management of issues. Created technical documentation on customer environments, products and systems. Customer site visit for consultancy, requirements gathering and support. Knowledgeable on 3rd party products used within customer solutions

Waterloo, Ontario, Canada

Led and mentored 6-member technical analyst team that provided end-to-end solution support for large enterprise customers. Championed training programs that reduced time to train new hires 50%, using Six Sigma methodology to save cost and improve efficiency. Gained in-depth knowledge, as SME, on complex product features; became primary technical go-to person within team; defined best practices and created knowledge case articles, enhancing productivity in specific areas

Master Of Business Administration (Mba)

Bachelor Of Engineering (B.E.), Electrical And Electronics Engineering