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Summary

  • Practice leader for Microsoft Dynamics CRM India CoE. Responsible for Pre-sales, Solutioning and Competency management.
  • Digital Customer Experience & transformation professional, specializing in  presales, domain consulting and solutioning
  • 14 + years of total experience including 11+ years in IT – having witnessed and been part of ‘CRM to CX’ shift.
  • Expertise in core Sales, Service, Marketing domains, with special interest in  Marketing Automation,Social media enablement & Business Analytics.
  • Domain & functional expertise in 'on-premise' as well as 'cloud' CRM packages viz. Salesforce.com, MS Dynamics CRM, Siebel and Salesforce Marketing Cloud.
  • Wide exposure to Automobile, Manufacturing, Pharma & Retail Industries, in conceptualizing & implementing Customer Experience solutions.

Work History

Apr 2012Present

Program Manager

Capgemini (former IGATE)

CX Pre-Sales Solution Architect :

o Responsible for definition of overall Solution for requested customer requirements.

o Proposal pricing and overall execution approach definition.

o Proposal defence

o Help project team during project execution on CRM functional and domain aspects of solution being implemented.

CX CoE Functional Consultant :

o Provide CoE team with CRM Use cases that have white spaces in existing product functionality.

o Work with Solutions team in definition of functional and domain aspects of the CRM solution.

o Data sheets & presentations preparation for the Solution.

Highlights:

  • Instrumental in winning deals upwards of $ 5 mn – across Salesforce.com, MS Dynamics CRM and Siebel in the FY 2015.
  • Proof of concept and solution development for MS Dynamics CRM to work with ExactTarget (Marketing Cloud) for a seamless Sales & Marketing Automation use case.
  • Conceptual framework, phased execution approach & related artifacts for ‘Continuous Delivery’ implementation for Salesforce.com and MS Dynamics CRM clients.
Sep 2007Mar 2012

Senior Consultant

Infosys Technologies

CRM Functional Consultant :

        o Business process analysis and rationalization

        o ‘To Be’ process blue-printing and overall solution definition

        o Process elucidation & definition sessions with key stake-holders

        o Functional oversight to the development team during solution implementation

        o Work with implementation team - Technical Architects, Design Leads - to define end to

            end technical solution, for the conceptualized functional solution

Siebel Pre-sales Consultant:

       o Responsible for proposal / new project request solutioning and response.

       o Functional and high level technical solution definition as per client requirements.

       o Project commercials and presentation to client team.

 Highlights:

  • Business process consulting assignment for Toll Logistics – Australia, for standardizing their SFA processes across different business lines. Assignment culminated in development project to implement recommended change.
  • Functional Lead for Multi-channel marketing & communication profile management for Pfizer – US. Proposed end to end Multi channel marketing solution – complete with existing Siebel CRM application, customer preference database, Oracle Real-Time Decision Engine and customer web portal
Oct 2002Sep 2004

CRM  Business Analyst

Patni Computer Systems

CRM Business Analyst:

        o Business requirements elucidation and documentation

        o To Be business process documentation.

        o  Conduct business requirements elucidation & review sessions with business

         stakeholders to baseline business requirements.

        o Help development team on functional/business process areas during development.

        o Coordinate UAT, cut-over and go live / deployment with client stakeholders.

Highlights:

  • Business Analyst & Deployment coordinator for Mercedes Benz India Dealer Management system implementation. Conceptualized Sales and Marketing business functionality in the new system. Planned and coordinated solution roll-outs at Mercedes dealerships across India.
  • Solution Deployment consultant for Hitachi Construction Machinery. Defined the global deployment methodology for their Dealer Management System (DMS). Create ‘global template’ and ‘localization’ strategy. Presented the proposed Rollout execution approach to client’s Steering committee (along with the Rollout team) to get buy-in.
Jul 2002Sep 2004

Deputy Manager - Marketing

Godrej & Boyce Mfg. Co. Ltd.

Product Marketing & Management :

       o Worked as Deputy Manager – Marketing for the Material Handling Equipment Division,

       responsible for Sales & Marketing of Warehousing Products line.

       o Responsible for Product management, formulation of annual business plan, product

       promotions, Sales team training and support, for Warehousing Products business line.

       o Worked on product pricing, promotions (Collaterals creation, Industry Exhibition

       participation) and special product training to the Sales team.

        o Coordinated with Warehousing division of Godrej, to give complete Warehousing

        solution to large customers.

Education

Aug 2000May 2002

Masters of Management Studies - Marketing

University Of Mumbai

Sydenham Institute of   Management Studies - (66%)

Jun 1995Mar 1999

Bachelor of Engineering - Production

Dr. B.A. Marathwada University

Jawaharlal Nehru Engg. Collage - (71%)

Skills

Siebel CRM

Siebel Sales, Service, Marketing and TPM domain expertise

Salesforce.com

Sales cloud, Service Cloud, WAVE functional expertise

MS Dynamics CRM

Sales and Service modules functional expertise

ExactTarget Marketing Cloud

Journey builder, Data Extensions, Email automation knowledge