ASHIK R

• End-to-End Renewal Management: Orchestrate the full renewal lifecycle in collaboration with Regional Sales Directors (RSD) and Customer Success Managers (CSM).
• Churn Mitigation Architecture: Designed and implemented a comprehensive churn process from scratch, using Figma to map complex workflows and logic.
• Lifecycle Specialisation: Manage high-stakes scenarios including Non-Renewals, Rescind Churns, and Contract Performance Reviews (CPR) to protect recurring revenue.
• Proposal Strategy: Partner with the Value Management team to analyse client requirements and craft compelling sales deals for both new business and existing accounts.

Sales Operations and Process Leadership.

• Agile Methodology Implementation: Introduced Agile frameworks to the renewals team to reduce error rates, improve sprint velocity, and foster subject matter expertise (SME) across all process stages.
• Documentation & Training: Developed the 'Source of Truth' documentation using Sandbox environments and Confluence Wiki, ensuring seamless onboarding for new hires.
• Data Quality Oversight: Lead initiatives for data integrity, focusing on Close Pending, SPP (Sales Path Process), Click-throughs, and Pre-sign accuracy.
• System Administration: Leverage a robust tech stack—Salesforce, JIRA, Monday.com, and DocuSign—to track metrics and maintain process quality.

Legal and Stakeholder Management:

• Authorised Legal Signatory: Act as a final point of approval and signer for critical customer documents, including Statements of Work (SOW) and Master Service Agreements (MSA).
• Cross-Functional Collaboration: Serve as the central bridge between Sales, Legal, and Finance to ensure deal closure and compliance.

• Stakeholder Alignment: Transformed vague business needs into high-clarity project roadmaps by facilitating workshops that aligned executive goals with technical execution.
• Product Evolution: Authored detailed user stories and Software Requirement Specifications (SRS) that directly improved system functionality and user adoption.
• Strategic Roadmapping: Collaborated with cross-functional leadership to define project objectives, criteria, and long-term product roadmaps, focused on organisational growth.
• Financial Impact: Managed business requirements to forecast annual budgetary operational costs, ensuring project deliverables stayed within financial constraints.
• Performance Engineering: Managed team performance by implementing measurable metrics to track the delivery and quality of requirement artefacts.
• Vendor Selection: Evaluated vendor proposals for technology solutions, ensuring high-value alignment with both organisational needs and budget constraints.
• Agile Transformation: Served as a bridge between teams to implement Agile methodologies, cutting down response times, and increasing project adaptability.

• Data-Driven Decision Making: Built visually compelling Power BI and Zoho Analytics dashboards that turned raw data into actionable insights for leadership.
• Process Engineering: Identified critical bottlenecks through gap analysis and implemented best-practice workflows that significantly improved project delivery timelines.
• Customer Insights: Conducted deep-dive interviews with key business users to collect granular information on business processes and user requirements.
• Agile Execution: Managed end-to-end project lifecycles using Jira and Zoho Projects, handling everything from backlog grooming to UAT and end-user training.
• Technical Translation: Acted as a primary liaison between product owners and developers to document developer-friendly specifications and data models.
• Quality Assurance & Training: Assisted with user testing and training to ensure solutions met business needs while proactively identifying performance issues.
• Visual Documentation: Utilized Mindomo and other tools to create process diagrams and mind maps to simplify complex business logic for stakeholders.

• Quality Benchmarking: Establish and communicate clear quality standards and performance metrics.
• Evaluation Strategy: Create evaluation criteria and guidelines for assessing the quality of interactions.
• Product Feedback: Collaborated closely with the product development team, channeling valuable customer feedback for continuous product enhancement.
• Monitoring & Compliance: Regularly monitor customer interactions to ensure accurate data, and resolve escalated issues related to service quality.