Senior Director Professional Services
Current● Accountable for three functions in Professional Services – Delivery, Business Development and PMO.● Drive the strategy, planning, monitoring, governance, and control in the implementation of large-scale enterprise applications for Commercial & GOV Cloud environments.● Incorporated an efficient and repeatable SaaS implementation delivery model achieving Professional Services (PS) margin of 12+%. ● Established a Worldwide Professional Service (PS) revenue forecast model which consistently delivered the target within the deviation of +/- 4% for the quarterly forecast.● Improved Customer Satisfaction (CSAT) score by 7 basis points (YoY) by tuning the SaaS implementations methodology and ensuring projects stay on budget and schedule with high quality (CSAT 85%).● Improved Worldwide Professional Services cohesion and efficiency by bringing Delivery, Business Development, and PMO across the US, UK, and India under one roof and thereby achieving higher utilization.● Remain engaged with customers post-deployment to ensure value is derived from the implementations and accordingly advise or suggest the required actions. ● Have successfully migrated Knowledge from heterogenous environment (CRMs, Document repositories, BI tools) to eGain Knowledge for many enterprise scale organizations. ● Instituted a collaboration process with Sales to pitch Services value early in the Sales cycle. ● Capitalized on the opportunities built on customer escalation
