Manish Joshi Email & Phone Number

Pleasanton, Ca, Us

Santa Clara, Ca, Us

Reporting to SVP - Client engagement in an Individual Contributor Role.Part of a niche team called Global Solutioning and Presales (GSP).Responsibilities include - - Elevating Large, Multi year Deal Pursuits. Connect and Lead cross functional teams- Build the large deal proposal as the single point of contact for successful closure of large deals - Liaison with senior sales leaders (e.g., Region heads/Industry heads) to proactively engage in large deal opportunities.- Mobilize and lead the deal team including members from the Solutions , legal, HR and other experts.- Shape client specific value propositions- Focus on High Tech / Technology vertical and support large deals and accounts like Google, Microsoft- Incubate Horizontal Solution offerings and Vertical capabilities, Industry Solutions- Work with Hitachi+GL alliances team, Support the Hitachi+MSFT strategic partnership (managed partner program). As a GlobalLogic SME lead/contribute to various initiatives e.g. - co-sell ready offerings for Azure marketplace, MSFT PBP and industrial Solutions Design program, AI design wins / assessment program. Help GL Alliances earn maximum incentives available as part of SPIF program.- Drive Strategic Internal Programs at Hitachi/GLKey highlights- Supporting the High-Tech and CMT BUs as primary. $70Mn+ QRR- Led/supported response for multiple RFIs/RFPs for Google in areas like BI and Analytics, Enterprise Support, GenAI and Product engineering- Leveraging previous experience of Managing Microsoft relationship for Solutioning, Presales in deal pursuits for Microsoft.- Led/Supported other large deal pursuits in areas like engineering, Product Support, GenAI- Internal initiatives - Lead a track and supported 2 other tracks in GL 3.0 positioning and Integrated Service Offerings (ISO) incubation and implementation.

San Francisco, California, Us

- Mulesoft trusted Advisor post-sales , portfolio with ARR >= $7M, in the High Tech. Vertical.- Executed Customer Success activities and Documented in CRM systems (SalesForce, Gainsight) = onboarding, Cadence calls, QBRs, product adoption, go-lives, Success Plans, C4E framework, architecture reviews etc.- Developed, tracked joint Success plans (Customer+Account team) = Customers derive significant ROI from MuleSoft - Exceeded Individual and org. KPIS = adoption , renewals , add-on revenue and CSAT (NPS) response rate >=65%- Be a thought leader and drive projects to optimize Customer Success operations and achieving NPS targets for the OUI achieve the above by - Continuous learning of new products / features and their business application.- Laser focus approach, staying ahead of the curve, data driven decision making , positive attitude , stickler to commitments and a thought process = I am my Customers representative sitting in MuleSoft.- Successful cross functional partnership with other teams at MuleSoft.- Leverage MuleSoft methodologies and CS plays and the larger Salesforce ecosystem.

Pune, Maharashtra, In

Responsibilities-- Customer success - Account and Delivery Management, Client relationship, growing existing business, CSAT. Client is the enterprise technology group of a large US bank.- Delivery Management - P&L , review of estimates and SoWs , Gross Margin, Resource management, Risk Management.- People management - Team size of 140+ with a mix of onsite + offshore teams and quarterly revenue over $3M per quarter.Projects being executed under this program are around creating DataMarts , Data extraction, ingestion (ETL), reporting and insights (BI). Goal is to provide various LOBs insights into data and enable decision making to help business and customers.

Pune, Maharashtra, In

Part of a special leadership team called NINJA with the agenda to identify, explore and incubate large and strategic customer deals (> $5M) in TSU (technology service unit) . Reporting to GDH. The prime focus of the team is : - Implementation of a focused growth strategy across account clusters, working in tandem with sales and delivery- Lead end-to-end efforts to drive large deals (> $5M) working closely with various stakeholders throughout the life cycle, from pre-sales to delivery execution.- Customer Success - Ensure the first three to six months are flawlessly executed working closely with the delivery leaders. Exceed delivery KPI's (GM, CSAT). - Lead efforts in mining cluster-of-accounts (TOP 25) that exhibit commonality for focused growth, also support cross sell efforts n these accounts.

Pune, Maharashtra, In

Promoted to a senior role of Delivery Partner will following responsibilities- Delivery Management - Product Engineering Services for 2 delivery units = Microsoft DU (dedicated to Microsoft ) and ISV DU (30+ accounts and project teams Projects include development (Agile and Waterfall methodologies), QA and managed services. - Customer Success - CSAT (NPS and loyalty), grow existing business in the portfolio, QBRs highlighting value add. ROI. - Customer Success - Continuous improvement plan for applicable projects using new trends like RPA, machine learning (ML), process improvements etc. Show - Manage portfolio with ARR over $8 million , client base in India, USA , Singapore. - People management - Head an org. structure (100+) with AM's, PM's and DM's as direct reports and across multiple locations. - Responsible for P&L , review of estimates and SoWs , Gross Margin, Resource management.- Manage Microsoft relationship as a direct client

Pune, Maharashtra, In

- Microsoft technology practice delivery leader- SPOC to manage Microsoft (as a client) relationship.- Customer Success - Regular travel to Seattle (MS headquarters ) for project reviews , client relationship, QBR, onsite team connect, account growth.- People management - Head an org. structure (50+) of Program Managers, Architects, Development Leads, and Software Engineers across multiple locations India and USA- Oversee projects (managed services, T&M, Fixed Price and Staff-Aug. ) at Microsoft as a client and other clients using MS technologies. - Delivery management - SLA/ KPI's, CSAT, cost estimates (maintain healthy margin) , SoW, Resource management, Risk management.

Bellevue, Wa, Us

Head the Global organization - Customer Success (India, USA, Europe), of 30+ professionals, supporting Contract Lifecycle Management (CLM) SaaS product offering. Provide leadership and direction in the following areas -- Establish ITIL based Global Support with follow the Sun Model. * Recruit experienced team (managers and IC for each functional role in India, USA and Europe. * Create rapid on-boarding process for new team members. * Establish performance management goals for employees and help on growing individual career path. * Conduct performance reviews for the team..- Drive Customer Success Outcomes * Increase renewal rates and reduce churn with Customers. * Partner with Professional Services team to review client implementations to ensure they meet defined success criteria, before hand off to CS * Contribute to Client implementation projects by helping in resource management, scope and costing for SOW- Measure Effectiveness of Customer Success * Define Service delivery success metrics and establish CRM system for measuring effectiveness = Response and Resolution times, SLA, CSAT, KPI metrics . * Oversee and optimize Daily Support operations and analytics based on the above KPI's. Drive decisions accordingly. * Create cadence within team to align with the goals, mission of the org. and vision of the company. * Present subset of metrics to senior leadership team, company and board. * On Site meetings/ QBR with strategic clients . Help clients realize the ROI from icertis solution and explore expansion in user license, additional revenue opportunities. - Establish process, SCRUM reviews and SLA's with cross-functional teams (Engineering, DevOps) to resolve escalated tickets linked to product defects.

Milwaukee, Wisconsin, Us

Head the Electronic Payment Services - Customer Support team in India consisting of Product support reps. and Technical Account managers. Reporting into the CS organization in USA.- Contribute to the Service Strategy of my organization and then collaborate with fellow leadership team to formulate the plan for achieving these objectives like CSAT and SLA's for clients. - Capacity planning, resource management for the team. - Availability management by working with other leadership teams like IT operations and engineering.- Establish CRM and other business processes to manage the case load for the team efficiently while adhering to strict SLAs. - Continual service improvement by periodic study of metrics / reports. Stay ahead of potential issues, thus improving CSAT and product quality.- Escalation management and hand off to and from US team members at the start end of shifts.- Annual Goal setting process for the Department, cascade the goals down to individual team members and tune them per individual job function, - Annual Performance reviews for the team with promotions and salary planning.- Coaching the team, help and empower them to move forward in their career paths by over achieving their goals.- Continue with Sr. TAM duties, for strategic Wealth Management clients.

Milwaukee, Wisconsin, Us

Responsibilities -· Manage the customer support relationship with Strategic clients in USA, for the Electronic Payment services division, supporting Money Movement and Wealth management aggregation products.Partner with internal Client Relations team to create a single, seamless CashEdge face to the clients.- Manage escalated client cases. Supervise and mentor Product Support Reps.- Generate reports and metrics for Customer cases, for executive management study and improve upon CSAT and minimize churn .- Present Support metrics in QBRs for assigned customers.- Cross-functional team efforts - Engineering, QA, Operations to resolve client reported defects, Production outage situations, RCA. - Contribute to department revenue target by Identifying projects reported via Support channel, gauge initial estimate / scope by working with engineering and professional services (PS), communicate to the client accordingly. Formal hand-off to PS for SOW and project delivery.· New hire process- interview panel and Internal trainings.· Thought leadership - Optimize Customer Support organization / processes to improve customer satisfaction.

Boston, Massachusetts, Us

Joined Mimosa Systems, later acquired by Iron Mountain.• Reporting to VP - Engineering, charter for my role was to build an advocacy engineering team.Hired and formed an Escalation team to manage resolution for support/customer cases which have been escalated to engineering with highest technical and political severity. • Participate in weekly “support war room” meeting with the CEO, SVP of Support, VP or professional services and 2 customer satisfaction Managers. Purpose of the meeting is to review product issues, support issues, gather feedback and formulate strategies to maximize customer satisfaction by improving product quality and processes.• Recommend and drive preparation of hotfixes and dot releases to customers. This includes -o Defining scope of the dot release by working with support leadership. Negotiate with development and QA managers and decide on a release dateo Drive the escalation, engineering and QA teams to follow release timelines.o Participate in change Management process to make sure the change requests (RFC) are being reviewed by a CAB and necessary due diligence , testing is done before being deployed to production.o Review QA activities , review status reports, test case matrix, regression reports, performance test reports and actual bug verification notes.Implemented escalation process across the engineering and support organizations using the existing CRM and bug tracking systems. Highlights of this process were- Document workflow of escalated customer issues from support to engineering until its resolution- Remove any ambiguity regarding the status and ownership of customer issues within support and engineering preventing any issues falling through the cracks. - Provide metrics to executive management for the following – Escalations age report, response times, Product areas that need attention.

Santa Clara, California, Us

1. Reporting to VP - Customer Support, I built , hired and managed Global technical service program and organization, supporting eHealth customers which fall in 3 categories - EnterpriseOndemand , Enterprise Integration and Partners/Affiliates.2. Charter was to setup a TechnicalSupport program / org. following ITIL principles.3. Defined Service Level Agreements (SLA's) that eHealth will offer to customers as part of their Technical Support offerings. This included defining Severity Levels and corresponding Initial Response times of technical support issues.3. Executed and completed a project for the ehealth "support portal” for customers to submit their technical support issues over internet. 4. eHealth has operations in Xiamen, China. Established and hired the tier 1 support organization over there. Executed training on the new "Support Portal", Service Level agreements and handling of issues. Also, defined the process of handling support issues and hand-off between Xiamen and US. Created flowcharts in VSD to document this process. Built a team of 10 engineers.5. Defined processes for entering product enhancements, defects from Customer Support to engineering. Then getting the fixes , features deployed back to production following Change Management guidelines.

Reston, Virginia (Va), Us

I was in charge of applications administration for CRM and BI apps Siebel, Informatica (PowerCenter and Power analyzer), Hyperion (Planning, Essbase, reports, analyzer, EAS ) which are used in Verisign Production setups. Duties included1. installation and configuration of these apps and Production. test and development environments.2. Maintenance and backups of apps and databases as required.3. Monitoring and responding to unplanned outages 24X74. Upgrades and Software patching.5. Work with the Development teams and Business Analysis teams for these apps to plan regular migrations from dev. to prod.6. Project Lead from Operations for new releases of the above apps7. Involvement in other MIS projects as required.Followed ITIL principles for IT service management.

Key points* Achieve Siebel 7 certificationAchievements: Received over 100 customer surveys with an average Customer Satisfaction score of 4.5 out of 5. Received 2 consecutive quarterly awards for getting the highest number of Customer satisfaction surveys, in worldwide Siebel technical support, with a perfect score of 5 out of 5.

Chesterfield, Mo, Us

I managed all technical support issues for big Enterprise CRM customers (Microsoft; Xerox Inc.; Prudential, Inc.; Motorola).* Single point of contact for key customers (CRM) problems. Managed through hands-on work; coordinating with technical team members, and interacting with other internal departments - QA, Engineering, Sales etc. as needed.* Responsible for conducting periodic case and CR review meetings with customers.* Coordinated and escalated issues as appropriate, assessing the importance and significance of tasks.* Responsible for making commitment to customers and assuring follow through to meet deadlines. I managed situations when change was necessary.* Also handled the normal technical support duties for other Clarify customers which meant being hands on with Windows NT / 2000, UNIX, databases and web servers

Chesterfield, Mo, Us

Joined Clarify Inc. which was bought over by Nortel Networks and then acquired by Amdocs.