Jun 2014 – Aug 2015 · 1 yr 2 mos · Greater Hyderabad Area

• |► JOB SUMMARY ◄|
• Co-own and manage the Customer Experience Strategy and execution of CA’s Cloud Service Management product which caters to customers all across the globe. This includes creating a unique customer experience to achieve sustainable growth and designing the right experience-focused value propositions for the product.
• My key focus areas are 1) To enhance the Emotional Signature to define the customer's engagement with the product 2) To define standards and processes to bring the product closer to customers, during all phases of the customer journey.
• |► TYPE OF PRODUCT: Cloud IT Service Management
• |► DOMAIN: Cross Vertical
• KEY RESPONSIBILITIES:
• ➛ Define and drive the customer experience strategy
• ➛ Define effective techniques for bringing the voice of the customer into the organization
• ➛ Develop a clear methodology for improving the organization’s customer-centricity across multiple channels
• ➛ Champion of the customer through all phases of customer journeys, identifying their needs and expectations. Working across the organization to improve the experience and deliver a world-class experience.
• ➛ Regularly engage with customers and focus on Customer driven Ideation & Prioritization process through online User Community and responsible for taking these ideas from concept to full deployment.
• ➛ Ensure data driven decisions by constantly monitoring the customer satisfaction level (CSAT scores/Net Promoter Score) on an ongoing basis and devising ways and means to enhance it
• ➛ Define functional specifications and co-own User Experience (along with UX team) to ensure easy to use ‘user experience’ to help drive user adoption and create an exceptionally smooth and speedy user experience

Mar 2012 – May 2014 · 2 yrs 2 mos · Greater Hyderabad Area

• |► JOB SUMMARY ◄|
• Managed ‘Contact Management’, ‘Pricing’ and ‘Master Data (Catalog, Price List, Price Floor, Business Segment, Customer & Membership) modules of the enterprise Revenue Management application. This solution was targeted for tier 1 pharmaceutical companies who leverage the product capabilities to improve operational excellence, reduce revenue leakages and meet regulatory compliance to establish better financial reporting infrastructure.
• |► TYPE OF PRODUCT: Enterprise Revenue Management Solution
• |► DOMAIN: Life Science/Pharmaceutical
• KEY RESPONSIBILITIES:
• ➛ Worked closely with customers and prospects to define and prioritize product requirements
• ➛ Worked across agile sprints in tandem with the Product Development, QA and Documentation teams to ensure delivery of high quality product, in accordance with the specifications that met the release criteria
• ➛ Crafted Certification programs and set up knowledge base sites. Also, trained various internal and external stakeholders on the new product features post release
• ➛ Participated in various product quality initiatives, including hands-on product testing
• ➛ Continuously supported the Delivery, Support, Sales & Marketing functions within the organization throughout the product life cycle.

Jan 2012 – Mar 2012 · 2 mos · Greater Hyderabad Area

• |► JOB SUMMARY ◄|
• Reported to the CEO, responsible for understanding customer’s BI & Analytical Reporting needs and aligning those with the spectrum of ProGen’s BI product offerings during pre-sales stage & play a lead role in requirement gathering & project management activities during delivery stage to ensure a smooth & timely delivery.
• |► TYPE OF PRODUCT: BI & Analytical Tool
• |► DOMAIN: Cross-Vertical DW/BI
• PRESALES - Key Responsibilities:
• ➛ Assisting sales people / key account managers in the qualification of customer needs
• ➛ Conducting Product demonstrations & PoCs
• ➛ Responding to RFIs/RFPs
• ➛ Developing Sales Briefcase (white papers, presentations, collateral etc)
• ➛ Working with sales people on the execution of specific sales strategies
• DELIVERY - Key Responsibilities:
• ➛ Design and implement an organizational project structure that works effectively and maximizes efficiency.
• ➛ Manage day to day operational aspects of project
• ➛ Develop detailed project plans and milestones using appropriate tracking mechanism.
• ➛ Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion.
• ➛ Assess resource requirement and highlight to the senior management and the project group on a timely basis.
• ➛ To ensure user requirements are documented clearly in the form of Business requirement and Functional Specification documents.
• ➛ To obtain and record approvals received from users on the business requirements.
• ➛ Effectively communicate project expectations to technology team members and work closely on implementations.
• ➛ Actively coordinate and participate in User acceptance test and ensure closure of open findings in a timely manner and record User acceptance sign offs
• ➛ To highlight potential risks that arises impacting the scope, time and cost of the project on a real time basis to Program heads and Stake holders as appropriate
• ➛ Liaise and maintain cordial working relationship with project peer group on an ongoing basis

Dec 2007 – Dec 2011 · 4 yrs

• |► JOB SUMMARY ◄|
• Product Manager with skills in managing a product line from cradle to grave, justifying new product development investments, determining and documenting new product requirements, devising Go to Market strategy, providing client support, assisting in pre-sales (Bid Management Process), sales demo & product training and launching new products to the marketplace.
• |► TYPE OF PRODUCT: Enterprise Fraud Management System
• |► DOMAIN: Telecom Analytics/Data Analytics/BI
• KEY RESPONSIBILITIES (2007-2011)
• Reported to the Director of Product Management, was responsible for various aspects of managing an Enterprise Telecom Fraud Management Solution.
• PRODUCT MANAGEMENT - Key Responsibilities included:
• ➛ Customer and Market Research
• ➛ Market Analysis, Business Cases and Profit & Loss Investigation
• ➛ Writing Marketing Requirements Documents
• ➛ Writing Detailed Requirements Documents
• ➛ Working with R&D teams to finalize functional specifications
• ➛ Competitive analysis for internal use
• ➛ Running alpha/beta programs and capturing early customer feedback
• ➛ Making feature, schedule and cost tradeoffs as the product nears completion
• PRODUCT MARKETING - Key Responsibilities included:
• ➛ Writing product launch plans
• ➛ Product Messaging, including Positioning, Features and Benefits and Unique Selling Proposition
• ➛ Developing sales tools: white papers, presentations, collateral, competitive analysis for external use with customers
• ➛ Setting product pricing
• ➛ Working with beta sites to generate customer success stories
• ➛ Running product launches

May 2007 – Dec 2007 · 7 mos

• |► JOB SUMMARY ◄|
• Reported to the Cluster head, responsible for various aspects retail banking.
• Primary job responsibilities involved:
• ➛ Carrying out daily branch operations, including teller line, managing vault operations and new accounts handling
• ➛ Successfully created new business opportunities for the bank, by cross-selling various financial products such as mutual funds, life insurance, general insurance, credit card, E-broking accounts and so on.