Bala Baskaran Email & Phone Number

• Manage a team of customer success engineers at Moogsoft ( acquired by Dell Inc)
• Responsible for retention and growth of ARR to the scale of $35M - $40M USD vis best in classcustomer success
• Guide direct customers, managed services partners, and global system integrators (GSI) inadopting best practices, overcoming challenges and ensure customers meet their businessgoals and obtain maximum value from their.
• Oversee customers’ product delivery, enhancement requests and sustainability needs.
• Trusted business and technical advisor to Moogsoft customers.

Plano, Texas, United States

• End to end owner for Tools and Automation program for the Wipro’s light housecustomers for North America geo covering assessments for automation, working withtheme owners for solution and benefits definition and.
• Identified customer pain points and implemented solutions to make IT a business enabler.
• Tracked goals identified for customer success by comparing baseline vs actuals and tooksteps to address gaps.
• Ensured the ROI is presented to executive stakeholders using results from the continualservice improvement exercises on forums like quarterly busines reviews, monthlyexecutive reviews.
• Implemented cognitive automation to bring 35% efficiency gains,50% cost savings and 20%incident reduction using leading cutting-edge solutions from Moogsoft AIOps, EvolvenChange Analytics, Vayusphere Chat, ServiceNow.
• Led governance of programs to track and improve automation maturity index (AMI) toreduce human errors and toil by implementing automations.

India

• Team lead for launching mSites (microsite) - a web page developed by third party vendorsand hosted by Ericsson Services Limited for ‘Hutchison 3G’.
• Technical Lead for H3G IT Service Management upgrades build in BMC Remedy
• Led efforts to create automated test scenarios in Quick Test professional for BMC RemedyITSM trouble ticketing systems for TCS customers.
• BMC ITSM Remedy administrator for AT&T Broadband and Comcast.
• Designed and developed data migration modules in C and Pro *C to migrate customer andproducts information to Singl.eView billing system.
• Lead developer in Nortel Networks proprietary Protel programming language fortelecommunications switching systems top display NI2 services like Basic Call /CallingNumber Identification Services/ISDN Call Hold/ACB/Call.

Master Of Business Administration - Mba, Strategic Leadership

Bachelor Of Engineering (B.E.), Electronics And Communications Engineering, A

Higher Diploma In Software Engineering, Sdlc