Benson Oscar Dsouza

n my current role, I concentrate on cultivating client relationships, spotting growth prospects and emphasizing top-notch service. I collaborate closely with stakeholders, devise strategic plans, oversee a proficient team, and liaise with senior management on key initiatives to drive business success.
Key Responsibilities:
•Revenue Growth: Elevated revenue from existing clients by securing new engagements, identifying upsell & cross-sell opportunities and expanding service offerings to meet evolving client needs.
•Sales Collaboration: Partnered with the Sales team to expedite pending billing and collections, capitalizing on established client relationships to enhance financial performance.
•Team Leadership: Led and motivated a delivery team, ensuring seamless project execution, high-quality deliverables, and exceptional client satisfaction through effective project management and communication.
•Client Relationship Management: Built and maintained strong, long-term client relationships by delivering tailored solutions, understanding their unique requirements and consistently exceeding their expectations.
•Cross-Functional Collaboration: Fostered a collaborative environment across different functional teams, driving innovation, addressing challenges, and ensuring alignment with organizational goals.
•Strategic Initiatives: Played a key role in strategic planning sessions with senior management, contributing insights and recommendations to shape the company’s direction and growth strategies.
•Market Analysis: Conducted thorough market analysis to identify business expansion opportunities, staying ahead of industry trends and ensuring the company’s offerings remain competitive.
•Client Advocacy: Acted as a client advocate within the organization, ensuring their feedback and needs are communicated and addressed effectively, enhancing overall client experience.In my current role

• Company Overview: The Mumbai based company was incorporated in London in 2006 with its research and development center in Mumbai. Now Headquartered in Mumbai, ARCON's enterprise-class risk mitigating solutions have been deployed by 900+ global organizations that include major Banks, Government organizations, Telecom giants, Oil and Gas majors, Utilities, Pharmaceutical companies among others. The Company is regarded as one of the key vendors in terms of functionalities offered in the privileged access management space, a fact highlighted by Gartner Critical Capabilities Report for Privileged Access Management 2020. ARCON is widely recognized among the global analyst community which includes Gartner, Kuppingercole and Forrester. ARCON is named a Leader in the 2021 Gartner Magic Quadrant for Privileged Access Management. Kuppingercole Leadership Compass for Privileged Access Management 2020 placed ARCON as an Innovation Leader.
• Understanding the scope of the project with the client & partner.
• Working with Implementation Team from the Pre -kick off Call till the Account has been moved to Support.
• Performing various activities and follow up with the Team's to have a ETA so that project can be completed in a timely manner.
• Working with Development team for Bug and enhancement for ETA and also for milestones.
• Working with Sales Team for Any additional requirement from customers on Licensing and commercial discussion for professional services.
• Managing Client Databases of Multiple Industries including BFSI & others in Asia & APAC Region.
• Performing Quarterly activities by contacting customers for Yearly follow up of AMC's.
• Maintaining Records for customers who have been recently added in the System and assigning the Account to the relevant Relationship Manager.
• Reviewing accounts for which the support team has upgraded the customer and taking a feedback from the customer on the latest features and Issues faced by the customer.
• Also contacting the development team and support team for regular follow-ups on bugs and enhancement request from the Client in Support Phase.
• Conducting Gartner Review for the Client by following a Yearly cycle.
• Performing Presentation on Various features and Enhancements for future roadmaps.
• Performing Quarterly Health check for Customers on Hardware Upgrades and Architectural Changes.
• Conducting Biweekly and Monthly Meeting with the Client on Support Tickets.
• Working with the Procurement Officer for onboarding New Partners in CRM.
• Performing Activities on NDA and MSA with the help of Legal Team.
• Responsible for Revenue Generation for customers with Additional licenses and Professional services Requirement.
• Working with Partners and Vendors for Negotiation on Commercial requirement and RFP.
• Working with the Sales Team in lead generation and also Commercial Negotiation.
• Working with Pre - Sales Team in conducting POC for Prospect clients.
• Presenting Sales Revenue Growth to Accounting & Financial Department.
• The Mumbai based company was incorporated in London in 2006 with its research and development center in Mumbai. Now Headquartered in Mumbai, ARCON's enterprise-class risk mitigating solutions have been deployed by 900+ global organizations that include major Banks, Government organizations, Telecom giants, Oil and Gas majors, Utilities, Pharmaceutical companies among others. The Company is regarded as one of the key vendors in terms of functionalities offered in the privileged access management space, a fact highlighted by Gartner Critical Capabilities Report for Privileged Access Management 2020. ARCON is widely recognized among the global analyst community which includes Gartner, Kuppingercole and Forrester. ARCON is named a Leader in the 2021 Gartner Magic Quadrant for Privileged Access Management. Kuppingercole Leadership Compass for Privileged Access Management 2020 placed ARCON as an Innovation Leader.

• Company Overview: EClinicalWorks is one of the largest Healthcare IT service and support networks in the US Healthcare IT industry, eClinicalWorks IT Service and Support helps nearly 545,000 users across 50 states in the US.
• Understanding the scope of the projects and liaison with different teams to execute client's requirements.
• Performing risk analysis to identify potential risk on all the client projects.
• Performing SWOT analysis on all the projects.
• Daily Productivity reports to understand the improvement, growth and expansion of the project.
• Execution of all the client projects as per the deadline.
• Manage a Team of engineers in delivering IT service and handle escalation issues.
• Conduct brain storming session to gather feedback and improve the existing system and process in place.
• Doing KYC (Know Your Customer) in every quarterly basis to touch base with all the clients, so to identify clients Strength, Weakness, Opportunities & Threats.
• Focus on maintaining good client relationships and communicate timely and effectively with them.
• Identifying the opportunities for enhancing the capital gains and delivering sustainable growth options for clients.
• Ensure that cases or issues raised by the clients are resolved within SLA by maintaining eClinicalWorks Quality standards for better service delivery Management.
• Manage and consult customer on business critical systems.
• Identify certain process gaps in the operations and have documented some SOP streamlining such processes.
• Ensures and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with eClinicalWorks Change Management guidelines.
• Utilizing knowledge of the customer environment and skill on the product, analytical skill, to deliver timely and high quality incident resolution, focusing on root cause analysis, prevention, and knowledge transfer.
• Oversees the integration of all support units and constantly improves the quality and inter-working of the whole support team, including other eClinicalWorks service partners and suppliers to ensure a seamless end-to-end delivery of service for clients.
• Reviewing performance data for the purposes of identifying process improvement & opportunities.
• Worked extensively with Internal Stakeholders on streamlining the Operational and Escalation Process by creating SOP (Standard Operating Procedure).
• Prepare weekly and Bi-weekly reports for management review on performance.
• Perform operational trend analysis and forecast incident flow & issues that need to be addressed proactively.
• Manage Change request.
• Responsible for providing the product groups with customer feedback and making sure customers are receiving world-class support and non-technical advice.
• Identifying business development opportunities for companion products and services which shall prove beneficial to run client's business optimally.
• Timely Meetings with the clients and corresponding actions for a healthy and long business relationship.
• EClinicalWorks is one of the largest Healthcare IT service and support networks in the US Healthcare IT industry, eClinicalWorks IT Service and Support helps nearly 545,000 users across 50 states in the US.

• Company Overview: Telstra is the no 1 largest Private Telecommunication Company in Australia, and is a Government owned subsidiary of Telstra products and services include: Fixed Telephony, Mobile Telephony, Internet Access, Cable Television, NBN, Leased Lines and Data Transmission.
• Understanding the scope of IT projects and to provide technical consultation to all the clients.
• Performing root cause and risk analysis on all the projects.
• Performing Problem and Incident Management.
• Support technology & services, which are critical for Business operations and performance.
• To find which area and suburbs are facing telecommunication outages and preparing outage report within the system to notify all customers.
• To deliver timely and high quality solutions focusing on root cause analysis, prevention, and maintaining knowledge database for future references.
• Participating in periodic triage meetings to share knowledge with Peers and streamline the Technical support.
• Perform operational trend analysis and forecast incident flow & issues that need to be addressed proactively.
• Coordinating & escalating the issue to the 2nd level support team as well as the respective teams when applications are down.
• Is accountable to reply to issue related mails.
• Telstra is the no 1 largest Private Telecommunication Company in Australia, and is a Government owned subsidiary of Telstra products and services include: Fixed Telephony, Mobile Telephony, Internet Access, Cable Television, NBN, Leased Lines and Data Transmission.

• Company Overview: Known as Tech Mahindra.
• Retaining customers back to the same network by upgrading contracts with the best offers and handsets.
• Creating a daily report for the team to analyze and increase productivity.
• Handled Supervisor calls and mentored OJT advisors (On Job Training).
• Cross sell sim cards with new offers to enhance the productivity of the skillset.
• Handled PLR team (high valued customers) by upgrading their contracts with the best offers and handsets to generate good revenue growth to the company.
• Known as Tech Mahindra.
• As a team won Sony Ericson Campaign for selling maximum numbers of Sony Ericson handsets.
• Have been awarded as the Best Advisor of the month for renewing maximum number of contracts.

• Company Overview: Client: Carphone warehouse.
• Troubleshoot on landlines, modems, routers and dial-up connections by providing customer service and resolving the issues.
• Fixing problems of landlines and routers and as per requirement escalating it to the second line team.
• Creating incident reports for the whole team.
• Troubleshoot on Telephone Exchange issues from the customer's premises to the telephone exchange.
• Client: Carphone warehouse.