NILESH AMOLIK
Summary
Customer Success Leader | Technology & Service Delivery Leader | Business Leader Career Summary Knowledgeable and performance-driven Customer Success Leader with a wealth of experience in managing multiple high-profile accounts with a proven record of success in executing strategic and tactical plans to meet company objectives. Possess strong customer orientation, excellent communication skills, excellent critical thinking skills, and significant ability to successfully lead and manage a team. As a Customer Success Specialist Leader, I lead a team of resolute professionals who facilitate our clients achieve their business goals through our products and services. Oversee coaching, mentoring, and developing team members. Collaborate with other leaders and stakeholders across the organization to ensure alignment and constructive collaboration. Expertise in driving adoption, retention, and growth through strategic initiatives, data-driven decision making, and inspiring team leadership. Leveraging 12+ years’ experience of building and delivering impactful customer success strategies in multiple sectors. Adept at navigating complex client needs, driving revenue growth, and implementing strategic initiatives. Known for adeptly managing high-profile accounts and leading cross-functional teams to deliver innovative solutions and exceed client expectations. Capable of finding cross project dependencies, monitoring project progress, making recommendations to management and taking other actions necessary to deliver world class support. Proficient in setting up & nurturing strong rapport with key stakeholders / partners / clients for business excellence.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Sr. MANGER/ASSOCIATE DIRECTOR
Fidelity National Information Services, Inc
09.2018 - Current
- Key Responsibilities and Accountabilities: Leading the APAC team to cater a total of 29 clients in the region with a revenue of $50M annually
- Managing a revenue to the tune of approx
- 17M/annum Managing all post-sales activity for FIS’s top strategic customers in the APAC region for capital markets insurance business
- Consult and negotiate with executive sponsors and internal directors to understand and document customer needs, goals, and feasibility of requests
- Partner with the customer (up to the VP level) to establish a transformational
- Business Roadmap/Blueprint to ensure achievement of business goals and ensure business value realization (Customer Success Plan) Conduct regular business exec reviews and mitigate any key concerns, be it commercial or technological
- Responsible for contractual delivery of services and related SLAs Key stake holder in renewals and Upselling new services and products
- Achievements: Retained and renewed 3 clients with TCV of $7M
- Upsell of around $3M in 2021 which was over and above the existing ACV
- Most by any manager globally
- Rewarded for Above and Beyond initiatives on multiple occasions by our Exec
- VP
- Facilitated to win 2 clients in India market by proactively working with sales and assuring the clients of seamless support post sales
- TCV $5M
MANAGER
Resilinc Solutions
02.2016 - 09.2018
- Valid B1 Visa till May 2026, Responsibilities and Accountabilities: Directed all post-sales activity for Resilinc’s top strategic customers in the APAC region
- Led interactions with customers on delivery, costs, availability, and functionality of services and systems, fostering effective partnerships
- Analyse and review SOW Contracts, collaborating with the Sales Team on renewals and negotiation terms
- Ensure the delivery of 95% of Service Level Agreements (SLAs), guaranteeing exceptional service quality
- Review reports to identify trends, devise improvement plans, and present detailed insights to management
- Collaborate with Product Managers to implement steady-state applications and module management
- Define service standards and ITIL-based guidelines, establishing benchmarks for excellent service delivery
- Monitor SLAs, prioritize ticket closure, manage escalations, and oversee system upgrades for maximum efficiency
- Assess the effectiveness of change management approaches, securing approvals and processing Emergency Change Requests
- Focus on service strategy, transition, operations, process improvement, team building, training, and client relationship management
- Ensure operations teams are informed of changes and prepared for transitions
- Develop and implement processes with clients to enhance information flow and accelerate delivery timelines
- Achievements: Successfully renewed contracts with three key customers within two years
- Consistently achieved service delivery SLA targets, maintaining high levels of customer satisfaction.
OPERATIONS LEAD/MANAGER
Allscripts India Pvt Ltd
01.2011 - 02.2016
- Responsible for ensuring the service delivery in accordance with the policy & procedures and adhering to all statutory and regulatory policies
- Key Responsibilities and Accountabilities: Oversaw SLA adherence, contractual obligations, and cost targets, focusing on incident resolution and escalation management
- Drive service quality improvements, contribute to enhancing service delivery processes, and optimize reliability, availability, and serviceability
- Conduct regular service reviews with the Account Services Manager and address customer satisfaction issues promptly
- Achievements: Successfully reduce costs by 20% and increase team utilization by 40% while maintaining quality standards
- Achieved a 20% reduction in costs and a 60% increase in team utilization while maintaining quality standards.
Sr. Hub Consultant
Symantec
06.2006 - 04.2010
- Ensured service delivery compliance with policies, procedures, and regulations, managing SLA adherence and cost targets
- Led incident resolution, escalation management, and service quality enhancements, optimizing reliability and availability
- Conducted regular service reviews, addressing customer satisfaction issues promptly
- Achievements: Renewed 19 of the lost contracts with follow-ups and seamless support under Status 10 Project initiative.
Sr. Consultant
Mphasis
11.2003 - 01.2006
- Lead the operations for an online payment’s portal of a multinational bank and developing templates and strategy to reduce inflow of incidents and problems
- Ensured service delivery compliance with policies, procedures, and regulations, managing SLA adherence and cost targets
- Project operations with a focus on defining and executing Service Level Agreements (SLAs)
- Achievements: Reduced incoming calls by around 20% with prompt email responses with resolutions.
Education
Master Of Business Administration - Operations Management
Pune University
Pune2007
Skills
- Client Relations – Customer Success
- Service Delivery Management
- Operations Management
- Process Improvement
- People Management
- Incident/Problem Management
- MANAGEMENT SKILLS
- Experienced in managing business critical and
- High revenue customers Maximum Revenue
- Under management was $27M/Annum
- Led multiple automation initiatives resulting in
- Saving of almost 100 hours/manager annually
- Oversaw continuous improvement of process
- And procedures
- Designed process to halt revenue leakages on
- Cloud services which saved around $100,000
- In-depth Knowledge of Performance and
- Metrics Management
- Ability to lead and develop a team
- PERSONAL SKILLS
- Organized at every level and skilled in
- Prioritizing
- Result driven
- Persistent wherever needed
- Approachable and a good listener
- KEY CLIENTS AND PROJECTS
- Prudential Insurance
- HSBC Global
- AXA Insurance
- FWD
- Thai Life
- General Motors: Supply Chain
- IBM: SC, BCP, S & GP
- Bose: Business Continuity, SC, CSR
- Cisco: Conflict Minerals
- Western Digital: SC
- Resilinc: Mobile App
- DaVita: Provider Segmentation
- Client response Automation -: Multiple Levels
- Status 10: Re-engage ex clients
- ACADEMIC QUALIFICATIONS
- Pune University
- MBA: Operations and HR
- BA: Economics
- Key relationship development
- Data Analysis
- Program Development
- Corporate Governance
- Regulatory Compliance
- Performance Evaluations
- Time management abilities
- Decision-Making
- Problem-solving abilities
- Budget Management
- Contract Negotiation
- Customer Relationship Management
- Business Administration
- Strategic Planning
- Goal Setting
- Written Communication
- Business Planning
- Key relationship management
- Organizational Skills
- Project Management
- Time Management
- Continuous Improvement
Accomplishments
- Prince2 F and P ITIL V3 ITIL Service Transition ITIL Service Operations Diploma: Technical Writing
Certification
Project management
ITIL
Timeline
Sr. MANGER/ASSOCIATE DIRECTOR
Fidelity National Information Services, Inc
09.2018 - Current
MANAGER
Resilinc Solutions
02.2016 - 09.2018
OPERATIONS LEAD/MANAGER
Allscripts India Pvt Ltd
01.2011 - 02.2016
Sr. Hub Consultant
Symantec
06.2006 - 04.2010
Sr. Consultant
Mphasis
11.2003 - 01.2006
Master Of Business Administration - Operations Management
Pune University
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