Kunaal Thakur

• Collaborated with internal departments to confirm timely and accurate delivery and implementation of customer orders.
• Reduced process lags and improved productivity by supervising implementation managers.
• Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
• Assisted account executives with strengthening client relationships through targeted solutions.
• Coached, mentored and developed implementation managers by teaching best practices and protocols to reduce discrepancies.
• Manage the customer lifecycle – onboarding, planning and implementation, deployment and ongoing usage.
• Ensure high customer satisfaction scores, manage customer health status, adherence to tickets SLAs and create a company-wide customer feedback loop.
• Creating and applying project charters and runbook to ensure the Client installations and projects are done within the
  promised timelines.
• Developing statements of work and success criteria as part of pre-sales engagements and partnering with customers to help achieve their business goals.
• Design, develop and deliver client specific product training and change management initiatives in collaboration with internal stakeholders like Marketing and Product Management.
• Manage Customer Enhancement Requests: Work closely with product/tech teams to explore feasibility of technical enhancement requests.
• Conduct regular reporting and customer review sessions to ensure ongoing product adoption, user engagement and realization of customer success plans.
• Conduct Release Readiness reviews, Milestone Reviews, and Business Go/No-Go reviews.
• Participate in CAB meetings to discuss scope and/or roadblocks.
• Lead and co-ordinate the Go-Live activities including execution of the deployment Plans and checklists.

Provide initial response, operational assistance and workaround/resolution to customers.

Simulate reported problems in test environment and gather information for higher accuracy and fast resolution.

Understand and resolve queries on installation, deployment, configuration and customization of the product.
Communicate effectively with engineering and other technical groups at Apttus to resolve customer issues in a timely manner.

Work on standard configuration in Salesforce platform including Custom Object, Validation Rules, Workflows, Approval Process, Data Loader.

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Handling End-to-End accountability of Major incidents with Potential Business Impact.

Driving Restoration of Impacted Service by Meeting required service levels.
Createing problem tickets and associated tasks for root cause investigation of managed incidents
Reviewing and sponsoring Urgent changes required to resolve an incident or to meet target deadlines.
Supporting the client database server of Patient Records for Database Management.
System Analysis and Work Flow Analysis of MyWay,ProPM,EHR - Allscripts applications.
Assess incident priority base on potential risk / business impact and urgency.
Manage channel partners and client vendors.
Schedule and conduct periodic client revive meet with action resolution.
Providing Technical business solutions to clients and create Kbase article for future references.
Manage the helpdesk ticketing tool for logging cases in (Salesforce)

Responsible for managing 24x7 Service Desk day-to-day operations. Coordinate processes, issue management and end
user escalations
Assisted Halliburton Employees/users globally, majorly on Application and Infrastructure Support.
Worked with Global service center troubleshooting the issues for Critical Application

Assist Customer on Phone, Emails for all issues related to Operating system, Network, Websites and ADS Accounts.
Administer Account Security and provide various access viz Read Write Modify to all sections on accounts.

Create, Delete and Modify Active Directory and Outlook Delivery List Accounts.