Sanjay Kumar Gupta Email & Phone Number

Noida, Up, In

India

• Working on a lean approach with our technology partner on setting up an education-based platform.• Identifying and preparing the onboarding plan for our customers, which includes prominent schools, colleges, and academies (education and sports). • Creating a strategy for customer delight for the successful renewal policy. • Responsible for innovating Product strategy, roadmap, user stories, UAT, Product development and lifecycle, versioning, cross-functional collaboration, and… Show more • Working on a lean approach with our technology partner on setting up an education-based platform.• Identifying and preparing the onboarding plan for our customers, which includes prominent schools, colleges, and academies (education and sports). • Creating a strategy for customer delight for the successful renewal policy. • Responsible for innovating Product strategy, roadmap, user stories, UAT, Product development and lifecycle, versioning, cross-functional collaboration, and end-to-end delivery.• Working with Enablement and design teams- Instructors, Instructional designers, and media team on Product development for the learner’s best experience on content strategy, assets finalization, and LMS operations.• Preparing strategy and delivering excellence via. Enabling multiple clients using e-learning, ILTs, Gamification, and Technology. Review existing products and suggest key changes for more productivity. • Key projects to mention: AD Health and Care- CRM. Annual turnover of more than 200 Cr. Tested and implemented a new CRM system with the tech team. Responsible for preparing training and transition plans for more than 600 employees at multiple locations in PAN India. • Prepared a winning strategy and executed it for the cricket franchisee -PAKs for the PPL Cricket event organized by the Punjab Cricket Association. All the matches were hosted on Star Sports. It has the same format as the IPL. Show less

Noida Area, India

• Designed and delivered Enablement strategies for Digital Media GTM plans for Global Sales-SMB • Worked with businesses in creating strategies and models for digital customer success programs, which included CLM, retention strategies, identifying trigger points- NPS, touch point, CTA, customer journey mapping, research, and Customer satisfaction. • Introduced CLM tools like Gainsight, Zoominfo, Outreach, Linkedin navigator, and Salesforce CRM with different operations capabilities for… Show more • Designed and delivered Enablement strategies for Digital Media GTM plans for Global Sales-SMB • Worked with businesses in creating strategies and models for digital customer success programs, which included CLM, retention strategies, identifying trigger points- NPS, touch point, CTA, customer journey mapping, research, and Customer satisfaction. • Introduced CLM tools like Gainsight, Zoominfo, Outreach, Linkedin navigator, and Salesforce CRM with different operations capabilities for inbound, outbound, mid-market, and CSAM for all global centers (UK/US/China/Korea/Brazil/Singapore).• Led various programs like new hire onboarding, release management, localization, and product/Tool launch. My team managed 27 tools worldwide for Adobe SMB, Mid-Market, and Sign team. • Created and established various processes like NHT learning path, Customer success metrics, feedback mechanism, SST issue tracker, and training roadmaps.• Lead a team of Program Managers, Trainers, Product specialists, and instructional designers to create and deliver programs.• Collaborated with the quality and operations team on low CSAT scores with key issues on a bi-weekly basis.• Monitored recorded calls to prepare an action plan with the quality team for low CSAT. Managed five calls per week.• Maintain a roadmap for ongoing delivery training opportunities and share regular forecasts• Review and manage stakeholder feedback - evaluate quality impacting matters and prepare a plan of action to drive improvement and retrospective meetings• Drive improvements in training performance by innovating and sharing best practices globally• Publish training performance reports and delivery metrics to all relevant stakeholders• Cross-trained existing employees to maximize team agility and performance. Show less

Noida Area, India

• Responsible for driving program strategy and vision for the Sales Systems and Tools Enablement strategy worldwide for GTM. • Worked with internal customers to understand their use cases and their existing solutions for different verticals like digital customer success (high/low tech touch), account management, chat, and phones inbound and outbound business units.• Drive requirements definition, compliance, feature development priority, and product messaging.• Defined multiple… Show more • Responsible for driving program strategy and vision for the Sales Systems and Tools Enablement strategy worldwide for GTM. • Worked with internal customers to understand their use cases and their existing solutions for different verticals like digital customer success (high/low tech touch), account management, chat, and phones inbound and outbound business units.• Drive requirements definition, compliance, feature development priority, and product messaging.• Defined multiple programs' business metrics for customer engagement and operational reliability. Designed mechanisms to deal with the bottlenecks and inefficiencies in the existing sales systems and tools. • Collaborated with cross-functional teams like engineering, System PMs, and business teams to drive the product roadmap. • Collaborate with Content team-ID, CD, Media, QC team, and Instructors to have an up-to-date curriculum in place and facilitate training delivery• Construct compelling, highly visible learning assets based on the training requirements of the Sales audience• Managed to hear three calls per week to assess time lap from a tools perspective• Enable training delivery solutions that scale and drive the highest organizational leverage on Adobe Sales Systems & Tools• Established best practices in the area of Training Delivery and Facilitation• Align with Adobe SMB and GSE business objectives and seek to deliver business value• Delivered projects across Adobe Global centers in the US, UK, China, Japan, Korea, and Brazil• Established a Localization program across the globe on Sales Systems & Tools Show less

Noida Area, India

Role & Responsibilities: • Doing Program management and managing training on System (CLM, VIP) & Tools (e.g. SFDC, Gainsight, LP, RC, AOP, Hendrix, LWS and many more.) for Global teams across USA/UK/SingaporeChina/Brazil • Managing training for SMB (CSAM, TAM, ISM, TSM) in Adobe across the globe and doing reviews with regional trainers on different locations in USA, UK, China, India centers.• Connecting with Product teams on errors/issues related to order processing and renewals… Show more Role & Responsibilities: • Doing Program management and managing training on System (CLM, VIP) & Tools (e.g. SFDC, Gainsight, LP, RC, AOP, Hendrix, LWS and many more.) for Global teams across USA/UK/SingaporeChina/Brazil • Managing training for SMB (CSAM, TAM, ISM, TSM) in Adobe across the globe and doing reviews with regional trainers on different locations in USA, UK, China, India centers.• Connecting with Product teams on errors/issues related to order processing and renewals for the direct route-to-market, whether by PO, CC and DR.• Partnering with Sales Operations and support leaders to identify training opportunities in the agent's use of order management systems and procedures. • Reaching out to the global centres to conduct train-the-trainer sessions or remedial training sessions for agents and supervisors on these topics.• Partnering with the Instructional Designer to create seller assets designed to reinforce tool processes for use during sales calls Partner with the Global Training and Instructional Design Manager to create, maintain, and revise our training tools and materials on these topics and to ensure these subjects are appropriately represented in our global sales curriculum. • Field questions on current practices and recommend best practices on sales operations and procedures related to these subjects. • Pro-actively engaging with the ABD centres to ensure all agents are tested and trained on these systems and procedures • Onboarding and enabling new hires from the diverse background on tools and systems.• Review the different processes with floor sales reps to assess their use of tools and systems. • Generating regular reports and analytics to keep the processes operating at optimum level and keep the stakeholders informed.• Acting as the voice of customer back to the Product teams and ensure that they are developing products and tools that optimize the workflow for the sales organization. Show less

Gurgaon, India

• Worked Onsite (Singapore) with Technical and Solution Architects from Salesforce professional team for the Shipping Company. Was heading the Training Content and Delivery.• Maintenance of e-learning courses,ILT’s, TTT programs and Learning Delivery Quality/Risk/Client Interaction, Talent, Acquisition,Product Development.• Working directly with the key team members of SFU (Salesforce University) like Sr. Education Manager (Asia Region), Account… Show more • Worked Onsite (Singapore) with Technical and Solution Architects from Salesforce professional team for the Shipping Company. Was heading the Training Content and Delivery.• Maintenance of e-learning courses,ILT’s, TTT programs and Learning Delivery Quality/Risk/Client Interaction, Talent, Acquisition,Product Development.• Working directly with the key team members of SFU (Salesforce University) like Sr. Education Manager (Asia Region), Account Executives (Training), Director- Customer Success (APAC), Principal Solution Engineer (APAC).• Management of Project Plan, Schedule and budget in coordination with the Delivery Head, Lead Analysts and Senior Project Manager.• Managed team resource capacity and utilization, deadlines, deliverable, and work allocation for a team of 8 people.• Guiding and working closely with the Salesforce developers on internal Salesforce implementation of the Service cloud in Managed Services Department.• Worked with Solution Architects from SPS (Salesforce Professional Services) teamon Sales Cloud implementation for Singapore based company.• Responsible for the timelines and operational delivery and transition for external customers. (SFDC)• POC for the Salesforce Content development and Training Delivery for all external Projects (SFDC).• Verifying and helping the team in technical reviews done on the release based changes.• Handling the training delivery and resource allocation for various Salesforce certifications.• Interacting and discussing various aspects with the client SFU on weekly basis.• Responsible for designing the RD and get it signed off successfully from the customer.• Supervise and coach the technical, associate content developers and ID’s team for better results.• Play a significant role in long term planning, including an initiative geared toward operational excellence. Show less

Noida

• Interacted to the Premier Customers and resolving their technical issues within the specified SLA.• Worked directly with the Tier 3 Engineer’s and R&D team of Salesforce on various issues of the customer’s.• Provide technical and Operational Process guidance to internal team members.• Worked Pro actively with the Escalation Management Team.• Interacted to the CST's and Account Managers for the Customer's Account.• Worked with Case Management Team.•… Show more • Interacted to the Premier Customers and resolving their technical issues within the specified SLA.• Worked directly with the Tier 3 Engineer’s and R&D team of Salesforce on various issues of the customer’s.• Provide technical and Operational Process guidance to internal team members.• Worked Pro actively with the Escalation Management Team.• Interacted to the CST's and Account Managers for the Customer's Account.• Worked with Case Management Team.• Interacted to the Premium Account Developers for various issues.• Configured the Salesforce.com environment.• Worked on various Salesforce.com standard objects like Accounts, Contacts, Cases, Opportunities• Created Custom objects to build new application functionality in the Salesforce.com.• Created workflow rules and defined related tasks, time triggered tasks, email alerts,field updates to implement business logic.• Created email templates, approval processes, approval page layouts and defined approval actions on them to automate the processes.• Assisted Developers on Visualforce page issues, Apex Classes & Triggers.• Assisted on SOQL and SOSL queries to get data from different related objects.• Responsible for understanding the data migrating requirements and analyse data to be loaded from legacy systems to Salesforce.com.• Worked on enhancing and supporting the application.• Working with web services API.Environment: Salesforce.com, Apex, Visualforce, triggers, test method, workflow, validation rules, SOQL, AppExchange, report, dashboard, Force.com IDE, Java, JavaScript, HTML, XML. Show less

New Delhi Area, India

Salesforce Admin and Consultant

India

India

India

India

India

Master Of Technology (Mtech), It, A+

MTech(IT)

Bachelor'S Degree, Information Technology, A

BIT

Xii, Commerce

Activities and Societies: Cricket, Football. Awarded Best Athlete, Year 1998-99