Luke Vikram Sagar Email & Phone Number

Hyderabad, Telangana, India

Provided ongoing support to clients, building relationships and implementing programs to increase revenue and minimize churn.Assisted customers through the onboarding stage and oversaw teams of client support reps and specialists.Supported customers as they transitioned from sales prospects, building close relationships beyond any one project.Worked directly with clients to solve problems and ensure satisfaction while they were active accounts.Collaborated with other employees… Show more Provided ongoing support to clients, building relationships and implementing programs to increase revenue and minimize churn.Assisted customers through the onboarding stage and oversaw teams of client support reps and specialists.Supported customers as they transitioned from sales prospects, building close relationships beyond any one project.Worked directly with clients to solve problems and ensure satisfaction while they were active accounts.Collaborated with other employees to address customer questions and concerns promptly.Established clear client retention goals and promoted value through customer experience.Reviewed customer complaints and concerns, seeking to improve the customer experience.Proactively looked out for clients’ business needs, suggesting new and innovative ways to ensure their success.Evaluated and analyzed client needs, building roadmaps in collaboration with clients and conducting regular business reviews.Acted as a liaison between clients and Kensium, handling issues such as payment problems, license status, contract renewals, and personal conflicts.Stayed up-to-date on new product releases and educated clients on these items.Developed and conducted webinars and educational sessions for customers on industry trends and software updates.Supported Kensium's products team by suggesting updates or new products based on client feedback.Managed 10 to 15 clients at a time, leveraging strong organizational skills to prioritize and manage expectations.Handled customer escalations promptly and supported or responded to alerts, red flags, and project health issues. Show less

Greater Hyderabad Area

• Develop trusted advisor relationships with assigned customer stakeholders and client executive sponsors.• Build strong "Co-Value Creation" with client stakeholders regarding their long-term business goals on Kensium support systems.• Forecast and track key customer metrics - (Ex: Revenue Growth, Industry Trends & Segments, Avg Order Value, Conversion Rate, etc)• Coordinate the involvement of company personnel, including support, service, and management resources, in order to meet… Show more • Develop trusted advisor relationships with assigned customer stakeholders and client executive sponsors.• Build strong "Co-Value Creation" with client stakeholders regarding their long-term business goals on Kensium support systems.• Forecast and track key customer metrics - (Ex: Revenue Growth, Industry Trends & Segments, Avg Order Value, Conversion Rate, etc)• Coordinate the involvement of company personnel, including support, service, and management resources, in order to meet account performance objectives and customers’ expectations.• Address and assist with challenging client escalations as needed - (Ex: Vendor Contracts, 3rdParty Vendor Concerns, Project, etc.)• Proactively assess, clarify, and validate customer needs on an ongoing basis.• Communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.• Negotiation of new contracts and license agreements.• Support, upgrades, digital marketing services, and license upgrades & renewals.• Client Health check-ins to obtain client/partner relationship feedback, services/product reviews, referrals, survey feedback (Customer and NPS). Show less

Hyderabad Area, India

Role• Heading and program managing a 5 member shared proposal support team handling 15-20 proposal requests per week.• Delivered responses to more than 100 strategic RFP’s, RFI’s, Proposals and SOW’s individually. ( Highest Value Deal: $80 M, Highest Deal Won – $30 M, Average Value $1 M - $3)• Collaborated with the practice/delivery in collating the content for the approach & project methodologies and review of the technical solution and effort estimations along with… Show more Role• Heading and program managing a 5 member shared proposal support team handling 15-20 proposal requests per week.• Delivered responses to more than 100 strategic RFP’s, RFI’s, Proposals and SOW’s individually. ( Highest Value Deal: $80 M, Highest Deal Won – $30 M, Average Value $1 M - $3)• Collaborated with the practice/delivery in collating the content for the approach & project methodologies and review of the technical solution and effort estimations along with them• Managing the overall quality control of proposal and presentation writing – monitor and manage look and feel of final document by creating graphics, proofreading and editing for messaging, style, content, format, organization, consistency of message, professionalism• Independently working on commercials, that includes working on Milestones and T&M pricing and working on bottoms-up approach to pricing. Also supported the sales in working competitive margins and options for customer to chooseAccomplishments• Awarded “Employee of the Year - 2016”• Prepared a Proposal Wiki to standardize knowledge management and a ready reckoner for new and junior members • As a Core member of CSR team, played an important role in conducting various CSR activities as Ness Hyderabad Show less

Responsibilities Includes, but not limited toWork with the Delivery Manager and Account Manager to prepare a proposal plan that meets the objectives of the proposal budget and timelineWrite / Review / Correct proposal documents and check for Quality at par with Industry standards & Tier-1 companiesDefine Scope of Work /Services offered ; identify / clarify exceptionsObtain feedback from projects for ''lessons learned” to incorporate in future proposalsPrepare and lead the… Show more Responsibilities Includes, but not limited toWork with the Delivery Manager and Account Manager to prepare a proposal plan that meets the objectives of the proposal budget and timelineWrite / Review / Correct proposal documents and check for Quality at par with Industry standards & Tier-1 companiesDefine Scope of Work /Services offered ; identify / clarify exceptionsObtain feedback from projects for ''lessons learned” to incorporate in future proposalsPrepare and lead the Proposal Turnover meeting with supporting documentation Show less

Hyderabad Area, India

Pre-Sales Manager / Project Manager at KensiumRole - Developing and structuring responses to RFI/RFP/RFQ - Preparing Project critical documents like POC/SoWs/SRS - Creating work breakdown structures (WBS), eliciting estimates from all relevant teams, and creating schedules based on estimates and customer/business needs- Identifying the risks, creating mitigation strategies and plans, and execute them in a timely manner, keeping all stakeholders informed about the… Show more Pre-Sales Manager / Project Manager at KensiumRole - Developing and structuring responses to RFI/RFP/RFQ - Preparing Project critical documents like POC/SoWs/SRS - Creating work breakdown structures (WBS), eliciting estimates from all relevant teams, and creating schedules based on estimates and customer/business needs- Identifying the risks, creating mitigation strategies and plans, and execute them in a timely manner, keeping all stakeholders informed about the progress, as well as escalate to the right levels at right times (ensuring zero surprises)Project Management & coordination- Directly responsible for all project management artifacts, and indirectly (accountable) for project artifacts and deliverables- Liaison with all levels of organization, internal, cross‐functional and external, and keeps stakeholders up to date on project status, acts as a single source of project information and status of record- Mentoring and guiding Project Management community (PMs and potential PMs) within the organization, help them move to the next level in their careersAccomplishments- Single point of contact for all the proposals being submitted by the organization- Minimal iterations and faster turn-around for the proposals.- Brainstorming, Interviews, Product Demos, etc. for eliciting requirements from clients- Cleared 10 exams and got the Certified as “Sales Consultant” in Acumatica Show less

Role • Developing and structuring responses to RFI/RFP/RFQ• Preparing Project critical documents like POC/SoWs/SRS• Liaising with the legal team to ensure the legal clauses are clearly covered in the MSA, NDA, etc. • Organizing requirement elicitation, high level detailing, walkthrough sessions with client BA's and business users • Managing the knowledge transfer to new team members on Ecommerce (Magento, OpenCart, & Zen Cart), Content Management Systems (CMS - WordPress… Show more Role • Developing and structuring responses to RFI/RFP/RFQ• Preparing Project critical documents like POC/SoWs/SRS• Liaising with the legal team to ensure the legal clauses are clearly covered in the MSA, NDA, etc. • Organizing requirement elicitation, high level detailing, walkthrough sessions with client BA's and business users • Managing the knowledge transfer to new team members on Ecommerce (Magento, OpenCart, & Zen Cart), Content Management Systems (CMS - WordPress, Drupal & Joomla), ELearning, Energy Management and LMS domain• Preparing Sales Collateral including brochures, case studies, etc• Gained experience in Technical Blog writing (Samples in blog.i95dev.com)• Working with Gartner Analyst team in understanding the trends and opportunities in the market• Supervising the External SEO team and ensure the desired ROI is extracted through their servicesAccomplishments • Distinction of submitting project winning proposals with projects worth half a million dollars and above• Work closely with subject matter experts and project managers for gathering Business Requirements and writing scope of work (SoW)/ Proof of Concept (PoC) documents• Successfully managed the Marketing & Communications Team and the launch of the latest version of the website • Received the Best Employee of the Month Award in Nov'12• Distinction of making use of techniques such as: o SWOT and competitor analysis for analysis• Brainstorming, Interviews, Product Demos, etc. for eliciting requirements from clients• Initiated a successful marketing research and campaign to understand the market size and generate leads for 4major products of the company • Functioned as an Account Management of 2 Major Australian Clients • Pivotal in organizing company outings to several resorts and other NGOs Show less

Hyderabad Area, India

Accomplishments • Successful in placing candidates in reputed companies in US (References upon request)

Responsibilities:• Operations Management: Mapping business requirements and coordinating in developing and implementing processes in line with the pre-set guidelines; spearheading migration initiatives. Undertaking responsibilities of removing unnecessary procedures in processes; ensuring uniformity in the process understanding at the client’s and the organization’s end as per SOX guidelines. Handling the overall functioning of processes, identifying improvement areas and implementing… Show more Responsibilities:• Operations Management: Mapping business requirements and coordinating in developing and implementing processes in line with the pre-set guidelines; spearheading migration initiatives. Undertaking responsibilities of removing unnecessary procedures in processes; ensuring uniformity in the process understanding at the client’s and the organization’s end as per SOX guidelines. Handling the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. Negotiating SLAs for large and medium-size business transformation projects. • Customer Relationship Management: Managing customer centric banking operations & ensuring customer satisfaction by achieving delivery & service quality norms. Attending to investors/ clients (individuals/corporate clients) concerns & complaints and undertaking steps for effectively resolving them. Interacting with the customers to gather their feedback regarding the products’ utilities. Maintaining cordial relations with customers to sustain the profitability of the business. Cross-selling diversified products of ICICI like Insurance, Mutual Funds, Gold etc.• Team Management: Managing the team and productivity through proper profiling and value addition. Preparation of monthly roasters for allocating jobs and rotation of the same to develop back up for each job at the branch. Mentoring members thereby ensuring the timely achievement of group & individual target. Show less

• Investigation process involving U.S. Dollar Payments.• Process involves payments make globally via CHIPS & FEDERAL RESERVE.• Continuous interaction with banks involved in the payments through SWIFT messages.• Act as an intermediate bank involved in Global Funds Transfer.• Investigate the status of funds transferred and effecting fresh payments using CHIPS & FEDERAL RESERVE after retrieval and reconciliation of funds incase of wrong payments. • Effecting the payment as per… Show more • Investigation process involving U.S. Dollar Payments.• Process involves payments make globally via CHIPS & FEDERAL RESERVE.• Continuous interaction with banks involved in the payments through SWIFT messages.• Act as an intermediate bank involved in Global Funds Transfer.• Investigate the status of funds transferred and effecting fresh payments using CHIPS & FEDERAL RESERVE after retrieval and reconciliation of funds incase of wrong payments. • Effecting the payment as per the International Anti-Money Laundering (AML) rules.• Handle a team of 12 members and monitor all the activities done by them.• To consistently meet SLA, TAT, Quality, and Productivity targets.• Conduct weekly client reviews to discuss process updates, volume forecast and ad-hoc tasks. Monthly and quarterly business reviews to apprise management and client on process health.• Submit a review of the process development to the Manager Operations and discuss ways to deliver better results.• Contribution towards the improvement of process & team.• Maintain team’s daily volumes & quality sheets.• As the Mentor of the team ensured that the team had excelled in the jobs entrusted to them.• Laying Career-path, attrition management, training and development and succession planning for associates. Show less

Msc, Computers

Activities and Societies: Member of "YES" - Youth Empowerment Society Mr.Campus 2001 - Runners Up

M.Sc Computers, Computer Science

Activities and Societies: International Conference of Bio-Informatics M.Sc in Computer Science

B.Sc Computers, Computer Science

Activities and Societies: Inter College Sports Activities B.Sc in Computer Science