Aditya Mandan

Job Purpose

Set strategic direction in Client’s use of Gainsight PX to address business challenges via a prescriptive approach to Customer Success and Gainsight configuration best practices

• Responsible for delivering massive value to Gainsight PX customers.
• Facilitate setting outcomes and measurable objectives with the Client (“success criteria”)
• Hold Client and Gainsight accountable to delivering against success criteria
• Engage across the Client's organization and work cross-functionally within Gainsight to identify opportunities and risks, and present recommendations & solutions
• Facilitates conversations with Clients through a variety of tactics, including Challenger methodology, to ensure the client is on track to seeing maximal value from the Gainsight PX product
• Ownership for outcomes including risk management and mitigation, client's value realization, and Client & Gainsight's mutual success

Key Responsibilities

• Solutioning
• Position Gainsight PX advantages against perceived alternatives and competing offerings
• Understand customer growth goals, strategies & initiatives, and establish Gainsight as a best in class product experience solution
• Recommend best practice use case of Gainsight PX based on understanding of customer’s business, use cases, success criteria for getting value, and data
• Configure and set-up all features of the Gainsight PX application
• Outcomes and Risk Management
• Drive adoption of Gainsight PX's product features to maximize value provided
• Remain up to date on Gainsight PX's product features and developed use cases to drive customers to best practice standards
• Proactively escalate at-risk customers and ensure internal visibility by providing regular updates, status and next steps on a regular cadence
• Documentation
• Produce internal best practices and customer user stories to strengthen the implementation process
• Technical Support
• Help resolve software and technical questions for the customer efficiently and effectively
• Gather the required information necessary in order to best handle customer software and technical inquiries
• Manage customer expectations regarding estimated response times for issue resolution
• Meet SLAs like response and resolution times

Job Purpose

• To manage portfolio of high-value enterprise and strategic customer accounts and build strong relationships to ensure customer satisfaction.
• To be single point of contact for all their technical needs post-sales and implementation.
• To conceptualize, design and implement technical solutions in client environment, provide required guidance to clients on high level technical solutions.
• To enhance project value through expert technical support of existing technical solutions as well as identification of opportunities of new features implementation, analyzing technical requirements and translating them into new technical solutions.
• To provide overview on high level implementation roadmaps for proposed solutions, develop client specific technical solutions and identify gaps and recommend remediation.

Key Responsibilities

• To act as Subject Matter Expert (SME) / Technical SPOC for all high-value enterprise and strategic accounts in delivering quality technical solutions adhering to client requirements / policies.
• To conceptualize, create, design and review technical solutions as per client requirements
• To implement technical solutions in client environment
• To create and review documentation of all facets of technical solutions provided
• To provide overview of proposed technical solutions and respond to technical support requests post implementation
• To build in-depth understanding of customer’s business practices and operating environment identify new opportunities for SaaS solutions across their business and operating environment
• To analyze client's technical requirements and translate them into new technical solutions to pass on to product team as new feature requests
• To participate in QBRs (Quarterly Business Reviews)
• To adhere to Enterprise Support SLAs

Highlights

• Received rating of 8+ consecutively since inception & won spot award despite being in training for exceeding required behavior & going beyond to find ways to assist in meeting operational requirements & looking into productivity improvements proactively

Job Purpose

• To ensure Operations Management of Entire Account comprising of Multiple LOBs both Onshore & Offshore | Meeting Client SLA & Internal Metrics | People Management | Kaizen & Innovation | Solution Mindset
• To function as liaison between Operations & Leaders | Analyze & Document Client SLA & Internal Metrics | Suggest Improvement Areas to Operations as per agreed SLAs & Internal Metrics
• To be responsible for Service Delivery as per agreed SLA

Key Responsibilities

• To deliver services in pre-defined SLA & ensuring customer satisfaction
• To develop strong relationship by stake holder engagement & building synergy between teams to achieve desired SLA
• To ensure that all set targets for given projects are achieved within target deadlines agreed upon in order to achieve productivity improvements
• To transform Business as usual (eg. Reduction of repetitive incidences by introducing automation) & add value to deliverable
• To analyze & evaluate functional / financial / operational / performance & manpower related data to identify trends and suggest on areas for improvement
• To function as liaison between operations & senior leadership | present outcome from analysis to stakeholders
• To understand operational SLA & internal metrics & map it to process improvement initiatives
• To create / modify, track & report business metrics, operational analysis & service level agreements to key stakeholders
• To support in implementation / upgrade of line-of-business applications / systems
• To maintain SLA & update client with tracker as per contract
• To review critical incidents & drive them till closure
• To review performance on regular manner
• To enable CSAT & asset count for billing

• STRENTOR is online training initiative, focused on fitness needs of physically challenged people. Key offering was online and offline training for physically challenged.
• As leader of this initiative, won multiple medals as para-powerlifter at district, state and national level. Some of these medals were won against able-bodied counterparts.
• Got certified as fitness trainer and nutrition advisor.
• Devised personalized programs and nutritional plan for clients to achieve optimal results. Taught clients how to properly operate exercise equipment.
• Provided clients with safe and reasonable exercises to perform at home or at gym. Worked with clients to improve overall endurance, strength, flexibility and balance. Supplied clients with dietary restrictions and guidelines.
• Kept detailed records of personal training procedures and client progress after each session.
• Received several referrals to new clients, based on exceptional customer service with existing clients.
• Enhanced operational efficiency and productivity by managing budgets, accounts and costs

Key Responsibilities

• Led and developed team of 5 business analysts responsible for overall reporting of CCB Operations.
• Ensured timely, accurate reporting of CCB Operations and consolidated reporting outputs into executive-level material and presentation on recurring basis.
• Critically reviewed reporting and related presentations for quality and accuracy.
• Developed and maintained standard operating procedures for reporting, analysis and related outputs / deliverable.

Highlights

• Won People Manager Award for Quarter 1 (Jan-March 2017).

Key Responsibilities

• Led & developed team of 20-30 associates; responsible for overall direction, performance management, coordination & evaluation of team.
• Actively participated in & drove continuous improvement culture through ‘kaizen’ & lean projects. Identified & eliminated barriers to accuracy, productivity, & quality.
• Carried out supervisory responsibilities; interviewing, training & motivating employees; planning, assigning & directing work; rewarding & disciplining employees; & effective conflict resolution.
• Mentored & acted as resource to new managers & expedited their learning curve, also devised action plan to develop & groom associates into future CS Managers.
• Assisted in developing & implementing training programs to improve quality & productivity of team.

Highlights

• Transitioned and supported entire process with multi skill, multi LOB right from thought process of bringing in process till go-live date and beyond where process state was considered as stable.
• Raised performance of team of 25 bottom performers to become number 2 team on floor while working as acting team leader.
• Led team of 30-50 members and took them to No.1 Position on floor breaking all records for sales, CSAT and AHT.
• Completed Six Sigma Yellow Belt project in Automation of Reports for quality function, resulting in in total savings of 1.875 FTEs per week.

Key Responsibilities

• Transitioned and supported entire process with multi skill, multi LOB right from thought process of bringing in process till go-live date and beyond where process state was considered as stable.
• Key participant of capacity planning, technical resource planning, KPI identification and setting measurement standards, developing training plan and expansion phases, tollgate reviews, performance reviews.
• Scheduled and conducted quality audits for technical support processes (B2C and B2B) that were outsourced to IBM India; analyzed and reviewed processes, data and documentation.
• Identified variations / potential high risk areas in securing adherence to standards and procedures in process and recommended corrective action plans and improvements for same.
• Performed process reviews and assessments, and recommended modifications to improve process performance.
• Mentored and led teams to excel their performances as per KPIs defined.

Highlights

• Won Exemplary Performance Award at Competency Level 2010 and Training Level in 2010.

Key Responsibilities

• Diagnosed and addressed technical issues for client’s corporate network accounts, computer systems, peripherals and other handheld devices.

Highlights

• Won Transition Queue Champ award at competency level in 2010.

Key Responsibilities

• Evaluated and diagnosed technical issues in computer systems and attached peripherals while upselling Dell Tech Support Plans, warranties and products.

Highlights

• Won Exemplary Performance Award for 3 consecutive quarters at competency level in 2007.
• Achieved Exemplary Performance Award at training level in 2007.

Key Responsibilities

• Provided technical support for system and internet issues in both consumer and corporate environment.