VMC - Commerce : Cloud Commerce involves Metering of product usage by the Customers, enriching it with subscriptions and billing/finance information, mediating it to a format processable by the billing engine and invoicing End Customers and Partners for VMware Cloud on AWS .Lead the VMC - Commerce operations, enhancing product metering, subscription processing, and billing efficiency for VMware Cloud on AWS.Implement robust processes for managing customer suspensions and cancellations due to fraud or non-payment, optimizing fraud detection and prevention. Collaborate with cross-functional teams to extract and define data requirements for Azure VMware solutions, driving improved data accuracy and operational efficiency through Automation of manual validation processes. My background includes defining feature specifications and developing roadmaps through a deep understanding of customer needs and competitive landscapes. I excel in engaging customers to gather insights, which has proven essential in driving successful product outcomes.Managed Testing for VMC for Hyperscalers (Google Cloud and Microsoft Azure) automation effort.Collaborate with Sales, Solution Architects, Partners to gather Customer Feedback as well as decide GTM strategies and influence Product Deliverables. Managed Low cost starter 2/3 node promotion for VMC on AWS.Expand VMC on AWS User Demography by launching Free Trials and small ticket start up packages for Medium and Small Businesses.Owner of VMC on AWS and VMC on Google PO ($900M ARR).Host and Manage CSM & Sales interlocks for VMC with the executives.Owner for Procurement of MAK keys from Microsoft for MSPLA. MODE Report generation and providing requirements to MODE engineering team for the better availability of MODE Analytics report. Program manage Engineering Demos for VMC Engineering.Handle executive escalations for VMC billing.VMC on AWS Cost Optimization - Worked with engineering team on steps to reduce AWS internal costs.

Acted as the Subject Matter Expert for the Billing team, maintaining SLAs and leading a team of Business Analysts.Presented Executive Quarterly Business Reviews, optimized processes for stakeholder collaboration, and achieved a 10-day SLA goal for billing disputes. Managed escalations and contributed to team knowledge with comprehensive documentation

Served as the Subject Matter Expert for Functional and Non-Technical SaaS support, overseeing global training for CSR teams. Led teams of experts while actively participating in strategic projects, and managed User Acceptance. Testing for new offerings.

Managed all non-technical issues for the VMware Cloud on AWS platform, including executive-level escalations. Acted as a Subject Matter Expert for Licensing Support teams, enhancing cross-functional processes relating to customer support.Functioned as a Subject Matter Expert for VMware Licensing issues, providing comprehensive customer support through various channels. Utilized internal tools for product registration, activation code management, and license generation.Responsible for all non-technical issues and non-technical break fix for VMware cloud on AWS Handle executive level escalations Post GA Subject Matter Expert for Licensing support teams and Cloud support Was part of CST to CS Pilot Program – E2E SupportHandle complex licensing issuesHandle executive level escalationsCommunicate complex remedies, solutions or work-around to CS TeamsHelp to drive the global function forward, develop new methodologies and best practices and involve in key business development initiatives. Develop relationships outside of GSS and help to optimize cross functional processes and workflowHave been part of the Customer support SaaS support. Handling issues related to vCloud Air and Horizon CloudProvide DSAT Analysis to CS AS Managers and feedback to CS AS Team. Analyze aged support requests and help drive case resolution to control center backlogSite Readiness Champion: Assist BSA Team with UAT, review & provide feedback on training documents, Knowledge base articles. Assist BSA team to deliver training to CS Teams on Product Launches and System changes. Ensure site is ready to handle issues related to new product launches and business changesParticipated in project UAT E2E SKU testing cycles and cooperated with Program Managers and development teams to ensure that issues were dealt with speedily and accuratelyDefined, wrote and reviewed Process documents, internal incident and case management processes