CX - Success Tracks Specilaist for APJC region.

Key Achievements• Successfully claimed more than 100k Lifecycle Initiatives (LCIs) for sundry clients in just 2 years.• Efficaciously expanded and accelerated customer’s business base multifold by bestowing business driven solutions leading to a deeper engagement.• Spearheaded the first ever team to receive the Cisco Advanced Customer Experience Specialization in India, enabling us to be recognized as trusted providers in an increasingly SaaS and recurring revenue marketplace.• Steered and helped customers to adopt various solutions such as Software Define Access (SDA), SD WAN and Data Centre Technologies.• Administered team sizes from 5 to 40 members, steering and strengthening the customer success solutions. Responsibilities • Spearheaded customer success & success track motion for Cisco technologies.• Coordinated and managed Tier 1 accounts, established and fostered trust and rapport while identifying areas of opportunity, highlighting best practices.• Represented the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization.• Contributed to product and offer evolution by providing lifecycle feedback to CX Product Management and CX Success Programs Teams.• Maintained and developed customer success strategies and best practices, ensuring quality advisory to the clients.• Positioned Success Track for Cisco customers & delivered presentations.• Worked with customers to help them adopt the purchased solutions for Cisco technologies & Knowledge Management.• Defined presales solutions for various customer software requirements.• Responsible for evangelizing the end-to-end CX offer strategy and roadmap to sales specialists, delivery teams, and customers.• Established credibility and influenced Customer Contact Architects and Managers, as well as work collaboratively with hands on technical professionals.

• Worked with customers to help them adopt the purchased solutions for Cisco technologies & Knowledge Management.• Oversaw the budgeting, planning, controlling and monitoring, substantiating the budgetary objectives are fulfilled and made adjustments to project constraints based on financial analysis.• Tracked project performance, specifically to analyse the successful completion of short and long-term goals of the project.

• Monitored and assigned resources appropriately to streamline project efficiencyand maximize deliverable outputs.• Ensured all projects are delivered on time within the stipulated scope and budget• Led the initiation and planning of a project and ensure technical feasibility

• Designed, implemented, & refined software development and testing processes.• Efficaciously defined project scope and objectives, involving all relevant internal stakeholders and ensuring technical feasibility.• Created project Documents (such as Project Charter, Project Plan, Lessons Learned) and obtained necessary approvals.

• Developed a detailed plan to monitor and track the progress of the project.• Coordinated with internal and external parties for the flawless execution of projects.

• Developed and executed project work plans and provided guidance to staff needed on large, complex & highly visible projects.• Participated and managed the evaluation, selection, functional gap analysis, and implementation of total systems or other significant enhancements.• Facilitated decision making by effective Information Management and status reporting to senior management.• Analyzed the client requirements, translating new ideas into clients’ solutions including requirements development, delivery, support & analysis and documentation.

• Responsible for gathering, analyzing and documenting functional/ business requirements and writing use cases, based on information getting sessions with clients/stakeholders and technical team members.• Evaluated, analyzed, and communicated systems requirements on a continuing basis, and maintained systems processes, including the delivery of monthly status reports to all appropriate parties.• Developed innovative solutions for operational and strategic changes as well as inventing processes or systems needed to implement changes.

• Identified and established scope and parameters of requirements analysis on a project-by-project basis to define project impact, outcome criteria, and metrics.• Researched, reviewed, and analyzed the effectiveness and efficiency of existing requirements-gathering processes and develop strategies for enhancing or further leveraging these processes.

PresalesBusiness AnalysisRequirements Gathering