Abhijeet Bawadhankar
Pune
Summary
Experienced Customer Engagement Manager with 14+ years of expertise in fostering customer loyalty and retention. Proven success in project and product management, business operations organization, and resource management for seamless project execution. Exceptional problem-solving abilities in high-pressure settings, employing a customer-centric approach to consistently improve client satisfaction and drive value. Certified Great People Manager with a strong emphasis on coaching, team leadership, and strategic planning.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Engagement Manager
Saviant Consulting
04.2022 - Current
- Company Overview: Client Engagement | Project Management | Business Analysis
- Spearhead collaboration between sales, delivery, and service teams to ensure seamless client experiences
- Proactively engage with clients to understand needs and develop tailored solutions
- Drive customer retention through value selling and identifying upselling and cross-selling opportunities
- Maintain high levels of customer satisfaction, consistently achieving strong CSAT & NPS
- Address and resolve customer issues efficiently, ensuring swift resolution
- Collaborated with cross-functional teams to develop new initiatives for enhancing customer experience and driving business growth.
Project Manager/Product Manager
Saviant Consulting
07.2018 - 03.2022
- Company Overview: Client Engagement | Project Management | Business Analysis
- Exceptional project owner mindset includes participation in architectural and design reviews, resolving blockers, ensuring end-to-end delivery, producing intended project results, using Agile methodologies and defined processes
- Single point of contact for project delivery to set the correct level of expectations with the client and development team, wrt delivery plan
- Consulting with clients on project delivery, process, technology roadmap as well as manage any escalations
- Played key role in understanding customer requirements, their priorities and accordingly help BU owners define new solutions for cross-sell, existing services up-sell across technology, domain or Industry
- Lead and coached team members to help them deliver as per client expectations, as well as team members career planning and development
- Define clear product goals and metrics for success
- Prioritize features, enhancements, and bug fixes based on impact and feasibility
- Manage product backlogs in Agile environments
- Conduct user interviews, surveys, and usability tests
- Gather and analyze feedback to iterate on product improvements
- Maintain and communicate a product roadmap
- Balance short-term deliverables with long-term vision
- Work closely with engineering teams to ensure on-time delivery
- Partner with UX/UI teams to design user-friendly interfaces
- Collaborate with marketing teams to create go-to-market strategies
- Manage the product from ideation to sunset
- Monitor and improve product performance post-launch
- Stay updated on industry trends, emerging technologies, and competitor products
- Adjust product strategies to remain competitive
- Client Engagement | Project Management | Business Analysis
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Monitored project performance to identify areas of improvement and make adjustments.
Product Owner/ Senior Business Analyst
Saviant Consulting
02.2017 - 07.2018
- Create, prioritize, and refine the product backlog to align with business goals
- Work with stakeholders to understand needs and communicate progress
- Ensure the team understands priorities and goals for each sprint
- Define user stories with clear acceptance criteria
- Validate completed work against requirements and quality standards
- Break down product vision into achievable, incremental goals
- Re-prioritize backlog items based on changes in priorities or conditions
- Use feedback and analytics to guide priorities and improvements
- Act as a bridge between technical teams and business stakeholders
- Promote Agile principles and participate in ceremonies
Senior Associate- Business Analyst
Fulcrum Worldwide
02.2014 - 04.2016
- Requirement gathering, analysis, elicitation, communication and documentation
- Business Impact Analysis
- Prototype development
- Coordinating with the development and testing team
- User acceptance testing (UAT), Functional Testing and End User Training
Education
MBA -
Middlesex University
12.2010
Master of Science - Computer Science
Pune University
07.2008
Bachelor of Science - Computer Science
Pune University
07.2005
Skills
- Client Relationship Management
- Project Management
- Strategic Planning & Critical Thinking
- Agile Methodologies/Approaches
- Business Process Management
- Customer Engagement
- Stakeholder Relations
- Leadership & Team Coaching
- Revenue Cycle Management
- Software Consulting
- Value Delivery & Solution Selling
- Excellent verbal and written communication
- Leadership
- Problem-solving
- Decision-making
- Organizational skills
- Multitasking skills
- Ability to plan objectives
- Provide direction
- Guidance
- Assistance to others
- Sharp business acumen
- Agile Principles
- Client Relations Management
- Coaching Personnel
Certification
- Business Analysis Professional & Agile Methodologies [ UKAS, ANAB, PJR ]
- Diploma in Software Testing [ IBM Seed Academy ]
- Certified Great People Manager by Great Manager Institute (GMI)
Languages
English
Advanced (C1)
Hindi
Upper intermediate (B2)
Marathi
Upper intermediate (B2)
Timeline
Customer Engagement Manager
Saviant Consulting
04.2022 - Current
Project Manager/Product Manager
Saviant Consulting
07.2018 - 03.2022
Product Owner/ Senior Business Analyst
Saviant Consulting
02.2017 - 07.2018
Senior Associate- Business Analyst
Fulcrum Worldwide
02.2014 - 04.2016
Master of Science - Computer Science
Pune University
Bachelor of Science - Computer Science
Pune University
MBA -
Middlesex University
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