Chand Itagi

• Defined Customer Health Index (CHI) to determine healthy and at-risk customers proactively and consistently to manage long-term success.
• Established customer success team to track and manage renewals for $10M in recurring revenue thus transforming culture to focus on retention in addition to expansion and new business.
• Focusing on customer centricity influenced customer lifetime value with ROI of up to 10x for 40% of accounts.
• Collaborated with finance and sales operations to define repeatable processes for identifying and tracking renewable products and events to improve Net Retention rate from 100% to 125%.
• Implemented renewal forecasting and tracking methodology providing insight into customer renewal health, attrition, customer risk and opportunities
• A key architect of FutureSkills portal (skilling platform for B2B & B2C from NASSCOM, A Govt. of India Initiative) built userbase of 1 million.
• Guided product backlog and leveraged about 35+ enhancements by sharing customer usage insights.
• Defined segmentation of customer base with varying strategies optimizing customer success organization and improving customer engagement.

• Helped setup up organization between April-17 & August-17 and managed Global Program Management team responsible for implementation of RPA
• Implemented end-to-end automation solutions for 6 processes in finance and accounting domain.
• Created RPA implementation roadmap, and drafted RPA development best practices, playbook, and methodology with change management framework to showcase competency.

• Initiated technology-driving business imperatives throughout F&A division by designing & developing solutions in P2P, O2C, R2R, and content management with 300+ team members.
• Assessed and considered third-party platforms like Tradeshift, Blackline, and Newgen as F&A solutions for clients increased deal renewals by 96%.
• Aligned innovation within F&A process by digital transformation, analytics & automation solutions aided pre-sales, to define & implement client growth strategies, & new client acquisition.

• Set up a delivery centre of excellence in India helping drive application portfolio optimization, functional adequacy assessment, & technical aptness at a reduced operational cost of 20%.
• Centralized build & release management and followed consistent policies & processes, eliminating silos of information, leading to greater team productivity and more secure data.
• Modernized legacy products & migrating to cloud advanced renewal rate to 5%.
• Managed technology portfolio of $30M with 200 people team delivering BPS-centric technology in commercial business sector.

• Set up COEs globally, based on the right sourcing model with each centre focusing on the core skills. While cost-saving was 20%, the benefit was an ideal match between talent & task.
• A vendor portal on accounts payable process developed in-house using angular js & Asp.net on MVC5 brought down the technology cost by 50% in 2 years.
• Managed a $20M product portfolio, achieved consolidation & rationalization of complex products by assessing functional adequacy, reducing maintenance cost by 20%.

• Orchestrated healthcare insurance transaction process for 20+ clients globally with 700+ people handled a P&L of $10M in revenue with 15% of profit margin increased by 4% in 2.5 years.
• Transforming people-intensive Mailroom process, to automated (RPA) resulted in 100 FTE savings.

Additional 10 years of experience as

• Senior Manager Operations at step 9 improved headcount by 100%.
• Re-engineering consultant at Pilanisoft improved bus ticket process time by 20% for Redbus.in.
• Operations Head at Convergys reduced average handled time from 8 mins to 5 mins.
• Delivery Manager at Data talk led application services improving client base by 100%.
• Marketing executive at Pegasus learnt sold 600 credit cards in 6 months duration.

More details will be shared on request