Nitin Hegde

Experience

• 

  Gharda Chemicals Limited

  Aug 1999 - May 2000

  Maintenance Engineer

  Responsible for maintenance of cooling towers, centrifugal pumps, piping fabrication, boilers

• 

  EDS Technologies

  Jun 2000 - Jun 2001

  Application Engineer

  Responsible for pre-sales, post-sales support, trainings, benchmarking, onsite support of Dassault Systemes solutions

• 

  GeometricPLM

  Jul 2001 - May 2002

  Quality Assurance Engineer

  Responsible for QA of a product suite

• 

  3D PLM Software Solutions Private Limited

  Jun 2002 - Aug 2008

  Manager

  Was responsible for Global Technical Support (within Customer Success organization) of a Brand(CATIA). Started with team size of 4 and grew team exponentially to 24.

• 

  Dassault Systèmes

  Sept 2008 - now

  - Develop Customer Success Strategy(APAC) covering 11 brands catering to 12 Industry verticals- People Management responsibility for Asia comprising of 106 passionate Customer Success and Technical Support professionals ensuring deployment success, adoption, and value realization target achievement- Supporting $1B+ of revenue for Asia (5 Geographies)- Ensured successful implementation of 124 key Industry referential customers (Year 2023)- Go Live on time: 97%- Asia Customer / User Satisfaction score of 90%- Enabling a vast partner/SI ecosystem (100+) to ensure partner support KPIs achievement- Achieved 10% productivity gains by focusing on automation, knowledge capitalization, workload balancing, efficient collaboration, data science to facilitate growth of Enterprise SaaS offerings- Facilitating ‘Value engagement’ approach for deployments (Enabled replication >$3.4M in Y’23)- Deliver best in class premium support offering (360° customer deployment & run health KPIs) to key customers. Identify upsell opportunities leveraging users interactions- Develop and nurture customer relationships (including VPs, C-level executives)- Build and deliver C-Level executive presentations in Asia Executive reviews, QBR(quarterly business reviews), customer workshops, industry / services workshops, marketing forums- Liaison with executive business stakeholders (EVP, VPs, MDs, sales / services leaders, product leaders) to maintain a synchronized view of customer lifecycle & business- Anticipate implementation risks leveraging data science, pro-active solution health approach- Coaching customer success leaders. Oversee hiring, on-boarding process Show less

  • Director, Asia Pacific Customer Success

    Apr 2017 - now

  • Senior Manager

    Sept 2008 - Mar 2017