Vikas M. Email & Phone Number

San Francisco Bay Area

Hired based on previous successes and experience to manage the reset and rebuild of the support organization while developing a successful team. Lead a multitude of projects based on changing priorities and business needs.Led a comprehensive review of the end-to-end customer lifecycle, identified gaps, prepared remediation plans, and implemented best.

Mentor, Ohio

• Design and own strategic initiatives based on “Voice of Customer” data and feedback. Define KPIs and process to track progress routinely and take actions to remedy deviations.
• Deliver and report on internal and Customer facing KPIs including NPS, C-SAT, SLAs, Availability, and SLOs against targets.
• Review “Voice-of Customer” data and conduct periodic review with leadership to make pivots in execution strategy to improve Customer experience, SLAs, retention and minimize customer… Show more
• Review “Voice-of Customer” data and conduct periodic review with leadership to make pivots in execution strategy to improve Customer experience, SLAs, retention and minimize customer escalations
• Work with a cross-functional team including pre-sales, sales, marketing, engineering, and product development to enhance customer experience, improve NPS/CSAT scores, and customer retention.
• Track and report team financials including cost, revenue, CM and retention. Improve top-line through x-sell and up-sell opportunities and bottom-line through cost optimization initiatives.

Boston MA And Mentor, OH

• Joined as a founder of Customer Support and Services organization during initial start-up phase of the Company. Built and lead a customer-focused team to build a strong market presence and a brand-name in Power-Gen.
• Define, design, develop and evolve Customer Support program -… Show more Joined as a founder of Customer Support and Services organization during initial start-up phase of the Company. Built and lead a customer-focused.
• Define, design, develop and evolve Customer Support program - including go-to-market strategies, pricing, delivery, processes, SLAs, and KPIs.
• Own Customer Value, Adoption and Engagement throughout the customer life cycle. Devise customer approved objective methodology to benchmark, and measure adoption and value for every customer. Engage across all levels.
• Build lean, frugal but highly efficient organization to deliver high touch support through automated proactive monitoring, diagnosis and problem resolution.
• Assist customers during critical escalations. Work as a ‘Single Point of Contact’ between Product/Engineering and Customers to resolve critical bugs, defects and enhance product functionalities.

Greater Boston Area

Direct day-to-day operation of Customer Support group. Lead a team of engineers responsible for supporting optimization products.

Greater Boston Area

Started Company's Customer Support group and have been responsible for the activities of this group since then.

International Project Management. Design, Configuration and Project Management for various Automation and Control projects for industries like Water/Waste Water Treatment, Steel Plant modernization.

India

Worked on various Steel Plant Modernization projects using ABB Master and ABB Advant Distributed Control Systems.

Mba

Education record

Bachelor Of Technology