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| Head of CRM PS | | | Ref. Number: | CRM11268 | | |
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| Personal Information |
| Personal Profile: | As a highly skilled Professional Services Consultant with extensive international IT experience in managing PS groups and programmes, I have a proven track record of delivering outstanding level of customer satisfaction and revenue. With over 4 years of Professional Services Management and 6 years of Programme Management and Account Management experience, I am looking for a progressive organisation that lays a premium on customer satisfaction, in a role that would allow me to utilise my delivery, account management and leadership skills.
My specific interest lies in the area of Programme and Project Management– leading a multifunctional team focused on customer implementations, while managing customer and internal stakeholders and working with business development on creating new revenue streams.
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| Education: | Bachelor Degree |
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| Current Position |
| Current Job Title: | Head of CRM PS |
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| Current Location: | Greater London |
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| Current Salary: | >100,000 $ |
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| Preferred Position |
| Preferred Job: | Programme Manager |
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| Preferred Location: | Greater London / Southeast |
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| Preferred Salary: | >100,000 $ |
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| Education | DELHI INSTITUTE OF TECHNOLOGY DELHI, INDIA
Bachelor of Engineering in Computer Science
1990 -1994
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| Working Experience | HEAD OF CRM PROFESSIONAL SERVICES TEAM
INTERVOICE LTD. (FORMERLY POINT INFORMATION SYSTEMS)
November 2002 - October 2006
- Appointed to coordinate & lead multiple, concurrent full life cycle projects.
- Responsible for day to day running of Professional Services Team and end to end complex program management activities.
- Project planning, implementation, budget and resources for all CRM projects.
- Coordinated & planned development strategy and resource deployment.
- Coordinated business planning & business development activities with Sales team for customer presentations and solution definition, scoping and project planning.
- Established and maintained relationships with new and existing implementation partners.
- Supported product life-cycle activities and successfully defined and delivered the next version of the product (e-point 6.5).
- Successfully negotiated upgrade projects with dormant customers to establish services revenue and safeguard M&S revenue.
- Successfully established long term services revenue streams with existing customers in Finland and Netherlands.
- Successfully took over the German accounts from the Munich office and created a long term services revenue stream with them.
MANAGER GLOBAL PROFESSIONAL SERVICES
POINT INFORMATION SYSTEMS Slough, UK
November 2000 - October 2002
- Lead & managed a multi-skilled & cross functional team of 10 across Europe and USA.
- Established & maintained Project processes, standards and methodology.
- Created provision of domain expertise and specialist services to regional Professional Services teams.
- Delivered CRM implementation at Raflatac and finalised over $ 700K in licenses and a services revenue stream of $ 1M.
- Devised curriculum and courseware covering technical training for e-point CRM.
CONSULTANT / PROJECT MANAGER
POINT INFORMATION SYSTEMS Boston, USA
November 1998 - October 2000
- Reporting to Professional Services Manager of North America.
- Developed & implemented CRM systems programmes at various customers.
- Promoted to Project Manager after only 1 implementation.
- Successfully delivered brand new call centre for GTE (Verizon) and assisted Business Development in closing license and services sale worth $ 1 M each.
- Successfully delivered the region’s first Mobile solution for Allianz NA.
CONSULTANT
NASDAQ Trumbull, USA
July 1996 - April 1998
- Reporting to Assistant Director of Development.
- Designed and developed Sales & Quote modules of Integrated Quote Management System.
CONSULTANT
TATA UNISYS LTD. NOIDA, India
July 1994 - June 1996
- Reporting to Line of Business Head.
- My first professional position after completion of University education.
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| Other Skills | • Programme Management / Project Management
• Customer and Stakeholder Management
• Coaching and leading project managers and stakeholders
• Project Processes, Methodology, Best Practice methods and Governance processes
• Business & Functional Analysis
• Technical Architecture
• Programming Languages: C/C++, VB, VBS
• Web Technologies: XML, HTML, ASP, JavaScript
• Database Technologies: MS SQL Server, Oracle
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