Madhur Kumar Garg

Experience

• 

  Litchi Knowledge Center

  Apr 2012 - Dec 2012

  Management Trainee Operations

  Looking after the Operations of one of the Service provided by the company "HEALTH CHAMPS" and the inventory management in different locations.

• 

  SAP

  Jan 2013 - Mar 2021

  • Establish and maintain relationships with SAP ISV Vendors and Partners, including managing partner portfolios and ensuring effective communication between partners and internal SAP teams, advocating for partners' needs, addressing concerns, and ensuring smooth collaboration and support.• Identify and pursue new business opportunities with existing and potential partners, collaborating on joint go-to-market strategies and initiatives.• Identify and recruit new partners to expand the SAP ecosystem, evaluating their qualifications, expertise, and alignment with SAP's strategic goals.• Collaborate with existing partners on deal opportunities, including deal registration, pricing, proposals, and contract negotiations, to ensure successful outcomes.• Providing updates on SAP products, solutions, and industry trends, and share relevant information with partners to enhance their understanding and capabilities by providing enablement sessions.• Oversee partner agreements, contracts, ensuring compliance with SAP's policies and guidelines.• Collaborate with internal teams, such as sales, marketing, product management, and support, to align strategies, share knowledge, and ensure smooth partner interactions.• Manage partner program frameworks, guidelines, and incentives to drive partner engagement, loyalty, and performance.• Handle partner-related issues and escalations, providing timely resolutions and ensuring high partner satisfaction.• Prepare reports, dashboards, and analytics on partner performance, market trends, and program effectiveness for management and stakeholders. Show less • Accountable for the designated topics either process support or services creation and act as point of contact for the operational or Services creation area. • Answering direct queries (phone and email) from partners regarding the administration and ongoing implementation of strategic partner programs. • Ensuring smooth Partner Life Cycle which involved recruitment, contracting and onboarding the partners to SAP partner program and finally commercialize their solution to sell. • Meeting Stakeholders expectations with operational efficiency and meeting the project deadlines through process improvement which includes the creation of Self-help portals and blogs which has reduced the general queries by 20 Percent. • Assist Partners in operational & partner infrastructure helpdesk support coordination and validation via the “Regional Partner Support Center”. • Creating Self-help articles and knowledgebase which helped in reducing the repeated issues on the helpline teams thus supporting them to cater 20 percent more volume. Show less

  • Partner Manager

    Jan 2017 - Mar 2021

  • Partner Service Advisor

    Jan 2013 - Dec 2016
• 

  BMO Financial Group

  Apr 2021 - Aug 2022

  Customer Success Advisor

  • Identifying customer immediate needs and supporting customer requests for banking services, including handling transactions.• Offering advice and guidance on available digital and self-serve options with the goal of making it easy, simple, and fast to bank with BMO.• Reviewing customer profiles and engaging customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and investment related needs.• Supporting operational activities (e.g. inventory management, escalated service requests, following up on customer applications, filing, opening and closing activities).• Taking the initiative to find creative approaches and ways to contribute to the ongoing improvement of the customer’s experience.• Following risk and compliance processes and policies to ensure we safeguard the customers’ assets, maintain their privacy while maintaining high ethical requirements. Show less

• 

  Ingram Micro

  Aug 2022 - now

  Professional - Sales Support

  • Serving as the main point of contact for customers, focusing on increasing the adoption of offerings and Cloud Services.• Providing support and coordination driving customer retention, expansion, and upsell opportunities, resulting in increased revenue and business growth.• Proficient in CRM software including Salesforce CRM, SAP, Microsoft Dynamics 360 and reporting platforms.• Report creation and data analysis, including inventory analysis & to track sales, pipelines, and changes in trends for fast-moving parts, enabling efficient inventory management.• Working as the main Account lead for, ensuring timely management of configurations, Custom configuration quotes, orders, and upselling product support care packs and support renewals.• Coordinating with the Sales team to ensure synchronization of Big Deals, orders, and contracts when necessary.• Collaborating with internal and external stakeholders to ensure accurate execution of timelines and processes, as well as timely delivery of services and orders.• Team player with a collaborative approach, able to work cross-functionally with sales, product, and support teams to ensure customer success.• Resolved customer escalations and complaints, working with cross-functional teams to find timely and effective solutions. Show less