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 practices. Mapped the client journey for optimal resourcing and formulated a multi-year strategy with an execution roadmap to… Show more 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 practices. Mapped the client journey for optimal resourcing and formulated a multi-year strategy with an execution roadmap to ensure sustained results. Developed a vision to deliver proactive support, enhance self-serve capabilities, and improve customer experience through case deflection tools like automated chatbot, knowledge management system, and an industry-leading customer portal. Achieved a significant improvement in C-SAT score.Established a scalable global support/service delivery model across geographies, defining and managing operational metrics from high-level KPIs to individual scorecards. Achieved 68% improvement in Resolution time and 87% improvement in Response time.Served as an escalation point for critical issues, acting as a liaison within cross functional teams and stakeholders. Introduced a rapid response team, reducing critical issue resolution time by 53%.Developed and executed staffing plans for Global Support using data-driven forecasting, leading offshore team expansion for seamless 24/7 support. Reduced Support operational cost by 37%. Collaborated with Product and Engineering executives to drive customer-centric product enhancements. Reduced incoming case volume by 12%. Show less

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 • 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 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.• Spearhead “proactive and predictive” Support by leveraging latest automation and AI/ML tools. Drive “Customer-First” focused best practices while improving efficiency, effectiveness and scalability of Support operations.• Drive Kaizen and Hoshin Kanri based lean initiatives to build action-based, continuous improvement culture.• Inspire and lead team managers to provide exceptional customer experience. Own all areas of team’s performance and career management. Hire talent, develop succession plans, hold regular team calls, perform quality audits and coordinate regular training sessions to improve Support delivery standards. Show less

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 industry. Supported 150 optimizers, 37 Power Gen companies across North America (primarily), Europe and South East Asia. The Company was acquired by GE Digital in 2016. Responsibilities:• 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 team to build a strong market presence and a brand-name in Power-Gen industry. Supported 150 optimizers, 37 Power Gen companies across North America (primarily), Europe and South East Asia. The Company was acquired by GE Digital in 2016. Responsibilities:• 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 of Customer organization to communicate key outcomes.• 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.• Work with Sales and Marketing on x-sell and up-sell opportunities. Work with pre-sales on product demos, customer value calculations. Work with marketing team to develop customer testimonials for industry publications, and white papers.• Own the output and performance of Support team. Drive continuous improvements through training, SOPs, knowledge articles, and documentation. Show less

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