Experience

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  Tata consultancy services

  Feb 1998 - Feb 2004

  .net team lead
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  Accenture

  Feb 2004 - Mar 2022

  -I lead and own a portfolio of four SaaS (Salesforce) implementations across three large NA South Market unit clients.-I am managing a cross-functional team of two senior managers, six engineering managers, business analysts, technical architects, and a QA team (total team size of 130). Accountable and responsible for an overall budget of $10M.I coordinate and collaborate with Accenture and client leadership in the US, managing risks, issues, and delivery status. Overall accountable for three production support teams and four enhancement and development teams.-Introduced open-source automation framework (Selenium BDD Cucumber based) for end-to-end automation of regression test suite for Contact Center application ( Salesforce Service Cloud). As a result, automated 750 test cases, reduced execution time from 10 days to 3 days, and saved ~$200K/ year for the client-Introduced Remote Monitoring (RMON) tool for Salesforce applications which helps in preventive maintenance and resulted in a total saving of $100K / year for beverage distribution client. In addition, it has resulted in 100% compliance to production support SLAs for the past three months.RMON and Test automation framework are now harnessed by at least four other accounts and hosted as a reusable asset in Accenture Salesforce Business Group-Hire, coach, and manage senior managers and engineering managers, review training needs and take steps to increase the proficiency of the team -Reporting to North America South Market Unit lead, reporting monthly status, manage and optimizing project financials, driving automation and innovation initiatives for the leadership. Show less Portfolio Lead(Salesforce) for a large hotel and hospitality client. -Led cross-functional agile teams for three products on Salesforce Platform: Contact Center (Service Cloud), Franchise Management Portal (Sales Cloud), and API Dev Portal (Community Cloud). -Contact Center was the most successful implementation supporting 200K users, 450K daily tickets, and 9M API calls per day. The client's entire service desk is handled through this application. Contact Center application was showcased at the Salesforce Dreamforce event 2019 and won the best implementation award.-Conducted workshop with client business and engineering leadership to streamline the delivery process, introduce the agile methodology and improve release management process. The outcome and later implementation of these process improvements have helped improve the speed to market from three months to one month. -Conducted workshops with business owners to define business metrics and develop a Roadmap.-Drove prioritization of the features and developed a release strategy resulting in increased adoption of Franchise Management Portal by 20% and Contact Center by 60%.-Recruited delivery managers to lead respective product teams, mentored and coached them.-Led the discovery to deployment phase for API Dev Portal on Community cloud for integrating client APIs with external partner systems. It helped reduce the onboarding of partners from 6 months to 4 weeks, increasing revenue by 20%.-Accountable for planning, forecasting, and managing the overall budget of $13M across three products. Show less -Led the complete re-architecture of Partner Portal (Salesforce Community Cloud); it was a huge success with a 60% increase in adoption among the partners and contributing to an increase in sales by 20%.-Managed cross-functional teams (spread across four countries: US, Canada, Mexico, and India) within Accenture and client teams and drove agile scrum sessions, prioritization of the user stories, and conducted user acceptance sessions.-Worked with CTO to define performance metrics, used these metrics to collaborate with technical architect on the design decisions, and eventually led performance test execution of the application before rollout. It was a smooth rollout with no post-production performance issues and increased user satisfaction (Net promoter score of 8.5)-The Mobile version was equally successful and helped contribute to a 15% increase in sales by the partners.-Coached and led four engineering managers (three from the client and one from Accenture).-Complete ownership of the client account and managed $8M in revenue. Show less Led the key initiative for the client to re-design the approach to send front-end content for touch screen dispensers.Managed end to end product lifecycle right from Concept>Plan>Develop>Iterate>Launch>Measure.Worked closely with business team to come up with road map, translation of the manual process into business requirements, and prioritization of the feature set.Ideation of the future enhancements, brainstorm with business and engineering team for feasibility analysis, and come up with agile sprint plan.Managed technical and UX architect from Adobe to align with client requirements on front-end design. Worked with VMware Mobile Data Management team for remote integration and pushing the JSON payload to touch screen dispensers.The re-design front end was successfully rolled out to thirty thousand dispensers across US and Canada. Show less

  • Associate Director Of Technology Services (Salesforce Platform)

    Jul 2021 - Mar 2022

  • Associate Director of Technology Services (Salesforce Platform)

    Sept 2018 - Jun 2021

  • Senior Manager- Technology Services (Salesforce Platform)

    Apr 2017 - Sept 2018

  • Senior Manager- Salesforce Portfolio Lead

    Mar 2016 - Mar 2017

  • Senior Manager - Product Manager (Adobe Experience Manager)

    Feb 2015 - Feb 2016

  • Senior Manager -Digital Content Management Delivery Lead

    May 2014 - Feb 2015

  • Senior Manager - Digital Delivery Lead

    Dec 2011 - May 2014

  • Digital Project Manager

    Aug 2008 - Dec 2011

  • .NET Technical Lead

    Feb 2004 - Aug 2008
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  Zenoti

  Mar 2022 - now

  Senior director - professional services - large enterprise accounts

  - 🌟 Strategic Leadership: I orchestrated the largest migration in Zenoti history, overseeing $13M ARR.- 📊 Operational Mastery: Expertly managed POS onboarding strategies for over 5000 centers.- 🔍 Innovative Solutions: Crafted the Key Accounts Operating Model (Playbook), elevating enterprise operational efficiency.- 🤝 Franchise Relations: Directed initiatives across 600 franchise owners, optimizing network-wide coherence.- 💡 Technological Advancements: Boosted data migration productivity by 30% through targeted automation.- 📈 Collaborative Strategy: Partnered with client CTOs to tailor migration strategies, accommodating 600 diverse franchises.- 📝 Executive Reporting: Accountable for presenting detailed account status and insights directly to the CEO during MBRs.- 🌐 Global Team Leadership: Helmed an offshore team for Key Accounts, championing excellence and innovation. Show less