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Summary
Demonstrated success in delivering software solutions and developing reference accounts while mentoring staff via OKRs, strategy and processes to ensure continuous performance improvement. Proficient at building post-sales teams aimed at exceeding revenue/retention targets and increasing product adoption for accounts ranging from SMBs to Fortune 10. Extensive experience leading services sales activities, including proposal generation, RFP/SOW management, and client negotiations.
Highlights
• Agile SDLC
• Sales/Pre-sales enablement
• Service offering creation and GTM
• Solution development
• Migration & Integration Projects
• SaaS
• Resource/ P&L Management
• Customer Adoption
• Partner management
• Cross-functional Collaboration
Relevant Accomplishments
- Built the Customer Success engine from the grounds up for a data-as-a-service product.
- Managed the complete pre-sales cycle from inception to completion, including defining business case and architecture, account planning, Proof-of-Concept (PoC) execution, engagement sizing, and services delivery.
- Onboarded reseller and SI partners to create an entirely new business pipeline worth 7 figures.
- Led the PS team integration across two product suites post-acquisition by the biggest competitor. Provided quality guidance as well as spearheaded PS group consisting of technical project managers, implementation consultants, onboarding managers, PS engineers and product trainers.
- Held accountability for PS P&L while driving 100% utilization tracking compliance & attaining 95%+ CSAT.
- Managed the delivery lifecycle for custom integrations and product plugins and created a new revenue stream with annual maintenance contracts while exceeding revenue targets by 150%.
- Devised and implemented robust processes resulting in average PS revenue attainment of 103%+ along with 85%+ revenue growth within 2FYs.
- Led the procurement process for replacing the PSA tool to maximize operational efficiency and for an Integration-as-a-Service vendor to extend product integration capabilities.
- As the first PS hire in an enterprise SaaS company, established training and certification programs for employees, OEM/integration partners, and clients while building the onboarding, implementation and training groups from the grounds up.
- Built the inter-group processes for sales to onboarding and from onboarding to CS/product handovers with focus on reportable metrics.
- Steered overall aspects of delivery lifecycle for custom product integrations with a focus on proper scoping, resourcing, planning, documentation and deployment.
- Exceeded revenue goals by 130% and reduced project backlog by 80% in the first 6 months to accelerate revenue recognition.
- Introduced and executed new service offerings and processes in collaboration with product, sales, marketing, channels, and customer success organizations to achieve 60-85%+ customer onboarding margins.
- Optimized the process for cloud data migration by 75% to expedite customer onboarding
- Coached sales team to reduce PS discount by 18%
- Built a company wide dashboard for visibility into PS KPIs
- Initiated product webinars and customer journey newsletters for technical/non-technical userbase to drive product adoption and reduce support tickets.
- • Productized various service offerings to achieve high margin engagements
- • Created templates for various collateral used in an engagement – emails, documents, project plans, SOWs, presentations and financial reports
- • Built the PS Program Management group from the grounds up and scaled the organization across 4 continents for an Enterprise Online Video Provider (OVP) solution. Formalized the process for incorporating customer feedback into product roadmap.
- P&L owner for marquee accounts contributing to 35% of global PS revenue. The complex OTT engagements involved platform integration with AdTech, CDNs, CMSs and payment solutions.
- Program Manager for a contract management system overhaul for a Tier 1 Telco to reduce overbilling/underbilling. The Business Intelligence (BI) dashboard solution had a projected savings of $37 Million in the first year.
- Program Manager for a complex Business Intelligence (BI) initiative to reduce warranty costs by 27% and issue detection time by 64% for a large auto manufacturer.
- Managed the purchasing system upgrade for an auto manufacturer to reduce processing time by 21%.
- Governed the setup of EAI Global Center of Excellence for a global pharma. Established best practices and processes to improve roll out and adoption of EAI initiatives resulting in projected annual savings of $4Million. Grew the account 900%.
Roles
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- VP of Customer Success and Program Management
- Director/Sr Director of Professional Services
- Head of Program Management – Professional Services
- Sr Expert – Tehcnology Consulting Services
- Consulting Manager
- Systems Integration Engineer
Education/Certifications
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- Master’s of Science, Computer Science
- Bachelor’s of Engineering, Electronics and Telecommunications
Company / Industry Experience
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- Telco
- Technology
- Retail brands
- Content providers
- Fortune 10/Enterprise/Mid-Market/SM
- Over-The-Top (OTT)
- Digital Asset Management
- Big Data
- Cloud
- B2B(2C)
Request Expert / Similar Expert
Click “request expert” for a free initial screening call with this expert or a similar expert regarding your expert consulting needs
To apply for this job email your details to dmagnani@maexecsearch.com
