Shrihari Saraf Email and Phone Number

Leading the Product Support Team: Serving as the leader of the Product Support team, a crucial component of the Customer Technical Success (CTS) division.Driving Strategic Programs: Spearheading and executing strategic programs on both regional and global scales to optimize the efficiency of the CTS division.Collaborative Leadership: Collaborating closely with fellow leaders within the CTS division to ensure the highest level of service delivery for all Autodesk customers and partners.Operational Excellence: Assuming responsibility for overseeing the operational practices of technical support.Senior Leadership Liaison: Serving as a liaison with senior leadership to contribute to the formulation of the organizational vision, offering valuable input, and taking action on strategic priorities.Process Improvement: Proactively identifying opportunities for efficiency enhancements and improvements to elevate the overall customer experience.Achievements:Team Growth: Achieved a remarkable threefold increase in team size, demonstrating significant growth.Team Establishments: Established dedicated teams for Fusion 360, BIM, ACC, and AutoCAD In-Product Chat, showcasing leadership and organizational abilities in critical Autodesk initiatives.Global Industry Leadership: Held the role of CTS Global Industry Lead for the AutoCAD family, signifying a high level of responsibility and expertise within the organization.

Member of Pega’s Extended India Leadership team, responsible to take action on new initiatives and bring in new ideas. Managed a team of 100+ individual contributors, leads, and managers for delivering technical support to Pega clients, globally. Delivering Global Customer Support by managing the entire operations of the organization and extending continuous support. Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction levelManaging service operations for rendering and achieving quality services; providing first line customer support by answering queries & resolving their issues, ensuring minimum TAT.Partner with cross functional leaders to develop and execute on strategic plans. Build high performing teams, who also knows how to work under pressure. Cultivating a culture of accountability that recognizes sustainable planning and management. Built and driven clarity about the goals, processes, and enhancements of area of responsibility. Provide guidance to leaders on restructuring business process operationsIdentify future talent needs, develop a talent vision, and align on the prioritized activities required to realize the vision. Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the associates on improvements and achieving higher customer satisfaction matrices. Governing the performance of team members to ensure efficiency in operations and meeting of individual & group targets. Establishing and refining delivery processes; streamlining these processes and procedures to ensure that each customer gets the same great experience from the initial stageBuilding partnerships and liaising with team leaders to determine the criteria for the delivery of services and to develop solutions if the issues arise. Leading the team functions such as manpower planning, recruitment & selection, induction, performance appraisal and so on.

Managing product engineering (Support and Sustaining) teams for PRPC and Chordiant products. Was involving in Development and Sustaining of Chordiant products. Enhanced and up-skilled the Pega (PRPC) support teams on the latest Pega versions. Handled Cloud support team, being part and core member to define the new Change Management Process. A key member/ decision maker of Change Advisory Board (CAB)

Managed a team of 40 individual contributors, leads, and managers for delivering technical support to Chordiant clients, globallySpearheaded project teams and managed job performanceConducted forecasting and managed escalations of potential and real concerns, team focus on job definition and objectives, plan and execute compliance of SLA; delivered extensive motivation to the team, engaged in budgeting and managing kitty funds as well as profitability of LOBWorked closely with the client for requirement gathering and thereby, establishing plans for ensuring smooth operationsExtensively worked on stabilizing the Chordiant Marketing Director product by acting as a Development and Sustaining ManagerSuccessfully executed measures for augmenting KPIs including customer feedback, case reviews, and FAQ analyses

Was Managing the sustaining team. Involved in fixing the customer issues and providing the hot fixes to the customer escalations. Also I was managing the patch releases of Chordiant Marketing Director.