Sushil Patel Email & Phone Number

Austin, Texas, United States

Austin, Texas, United States

Austin, Texas, United States

Austin, Texas Area

• Summary:Building and leading teams responsible for post-implementation support, client satisfaction and client success. Overall, installing culture, process and tools to ensure operational excellence and scalability of.
• Built 24x7 support process and SLAs + client-facing SLA reporting from the ground up.
• Directly managing large and complex client implementations, ensuring solution remains relevant and client remains successful in achieving their goals with the solution and realizing value from their investment.
• Built and trained global team of 20 support/services/client success personnel within 2 years.

Austin, Texas Area

Austin, Texas Area

• Summary:Led teams responsible for pre-sales support and all of post-sales customer operations, including support of internal business systems. The teams included: Product and Technical Support, Customer Onboarding.
• Drove organizational change in behavior/decisions and re-engagement on customer-focus by implementing NPS, improving the NPS score by 7 points in 18 months and improving customer retention in midst of a migration of.
• Worked with the Executive Team and peers to plan and execute strategic cross-functional initiatives designed to improve the customer experience, the customer retention rate and build operational efficiency that.
• Played an integral role on the Sales team, helping to close several high-profile multi-million dollar deals for lighthouse customer accounts by partnering with the customer to design and deliver creative professional.
• Architected CompassLearning’s customer-facing integration platform used to synchronize customers’ Student Information Systems and our platform for automated user account provisioning/maintenance and single sign-on.
• Built a Strategic Applications Team that performs software maintenance and custom reporting for our customers; the team also develops and supports internal business applications and integrations. This has resulted in.

Austin, Texas Area

• Summary:Led teams responsible for pre-sales support and all of post-sales customer operations. The teams included: Product and Technical Support, Customer Onboarding, Customer Advocates, Technical Services and.
• Achieved a best-in-class designation from CompassLearning’s Board of Directors for earning and consistently maintaining over a 40% first contact resolution rate, nearly a 75% same-day resolution rate, a sub-20 second.
• Developed a customer self-service portal and in-product help library, a 24x7, one-stop shop for customers, that is accounting for nearly a 25% drop in case volume, while product usage at an all-time high
• Helped attain the highest ever subscription license renewal rate of 85% by coaching team to have a true customer-focus, built on principles such as employee empowerment; timely, transparent and audience appropriate.
• Led initiative to add a development layer to the Support organization previously owned by the development team

Austin, Texas Area

• Summary:Led teams responsible for pre-sales support and certain post-sales customer operations. The teams included: Technical Support and Technical Services.Accomplishments:
• Refined operational and performance metrics, including KPIs for the Customer Support and Services organization, as well as exposing and providing actionable data for the rest of the company
• Improved customer site readiness/assessment process and increased pre-sales engineering effort to assure technical match and increased probability for long term customer success
• Developed skillset on team for providing technical services, such as integrations, customization and reporting services, resulting in increased new sales and customer retention
• Created a Customer Advocate (Account Management) Team designed to improve the customer journey, ultimately impacting retention rates and customer loyalty
• Defined a need for role-based customer-facing documentation, help videos and start-up materials that led to the creation of the Knowledge Management Team whose output is the foundation of our customer self-service portal

Austin, Texas Area

• Summary:Led teams responsible for pre-sales support and certain post-sales customer operations. The teams included: Technical Support and Technical Services.Accomplishments:
• Centralized resources to Austin location and migrated to remote support and services delivery model resulting in higher quality, more consistent service levels, and a cost savings of over $2MM
• Installed efficient processes, improved technology, increased staff specialization/competency and progress monitoring that reduced average implementation time from 4-6 weeks down to 2-4 weeks
• Improved Technical Support average resolution times nearly 50% by implementing a knowledge base, documenting procedures, creating accountability for escalations and process improvements

Austin, Texas Area

• Summary:Provided technical support and professional services on-site with 80%+ travel to customer sites. Accompishments:
• Provided technical account management for strategic accounts and large implementations, leading to nearly a 90% support contract renewal rate
• Determined bottlenecks in existing implementations for strategic accounts, and created plans and schedules for resolution of issues that resulted in improved TTR and customer satisfaction
• Started initiative to document tribal knowledge and improve processes by creating a list of documents that needed to be generated and providing feedback on where process improvements can and should be made

Austin, Texas Area

• Summary:Led teams that were responsible and accountable for successful 24x7x365 operations of the SaaS solutions and managing business and technical requirements for a global production infrastructure.Accomplishments:
• Expanded offering to Europe and Asia Pacific that generated positive ROI with over $500K additional revenue in the first year
• Outsourced production operations of SaaS platform to a managed services provider, coordinating with multiple departments while maintaining over 99.9% availability and improving operating margin from 45% to over 60%
• Performed operational and project-based support activities for key customers and partners, earning over 90% customer retention
• Transitioned development and maintenance support from a US-based staff to an India-based staff, reducing human resource costs by nearly 50%

Austin, Texas Area

• Summary:Responsible for reliable 24x7x365 support and operations of the SaaS production, development and QA environments.Accomplishments:
• Key contributor for project to rollout a new, upgraded and scalable production environment
• Created and implemented plan to merge and standardize two QA lab environments that totaled near 200 Windows and Linux servers and a variety of network devices supporting 300+ users
• Led consulting and implementation projects for key customers, partners and resellers onsite at over 15 domestic and international locations
• Developed a remote implementation plan that cut costs by more than 50%
• Documented a formal operations runbook and change management plan for the SaaS production environment

Austin, Texas Area

• Summary:Led QA/testing effort for BMCs SaaS products. Accomplishments:
• Setup, administered and supported the QA and Development test environments that consisted of over 50 Windows servers and desktops and network devices, with 40+ users
• Led second level Customer Support and release management activities for production environment
• Assisted in design and implementation of the production infrastructure consisting of 30 global colocation data centers
• Produced critical information to help advance Product Management and Development goals and objectives
• Created customer-facing documentation