Deepak Raju

As a Support Lead

• Recruited top talent to maximize profitability.
• Instructed senior leaders on appropriate employee corrective steps.
• Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.
• Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees.
• Discovered and resolved complex employee issues that affected management and business decisions.
• Identified and implemented appropriate strategies to increase employee satisfaction and retention.
• Conducting 1:1 meetings to discuss KPI's, goals, strengths , progress and challenges of team members

As a Product Expert

Product expert for SuccessFactors Recruiting Management, Recruiting Marketing, Recruiting Posting and Onboarding.

• Global Topic Contact for Recruiting (RCM,RMK,ONB and RPO) and Recruiting Standard Integrations.

• KBA Author and Publisher for SAP Knowledge Management.

• Worked with SuccessFactors Engineering on Quarterly Build Validation and Regression Testing to identify any bugs.

Handled Top customers for SAP and assisted them on Configurations, bug fixes

• UAT Testing and raising defects or bugs for the live issues faced by SAP SuccessFactors Global customer base.

• Worked with SAP Customer Engagement Manager and RIG (Regional Implementation Group) for critical customers during the implementation and Go-Live while collaborating with SAP Partners.

• Part of the SAP Expert Chat Support right from the Pilot Phase.

• Handled data generation and reports to quantify and analyze the overall team performance, while assisting the Senior Management.

• Mentoring and grooming new talents within SuccessFactors Team at SAP APJ Region

• Changing the configuration of the system as per the need.

• Expertise in Preparation of Test Plan

• Well versed with quality assurance processes and documentation of Design, Unit Test and Results.

• Project oriented approach in handling responsibilities

• Ensure that all recommended Best Practices are adhered to for maximizing product optimization and uptime

• Worked with the Engineering and Customer Support to prioritize defects, identify tools and techniques to increase root cause analysis and resolution.

• Escalations handled as per process designed by the organization.

• Compile and deliver root cause analysis on either product or process breakdowns as required.

• Documented technical solutions for knowledge base publications

• Work with 150-200 Customers to verify End User License Agreements (EULA) specific to licensing
• Following up with customers over phone/e-mail and offer technical assistance with regard to license audit
• Analyze audit reports, ensure correctness of data, data evaluation by comparing with license agreement and detect compliance
• Check customer contract and consider any Special Agreements (Flex, UDD etc…) before completing any audit
• Create CRM opportunity for customers who are non-compliant and contribute in revenue generation
• Follow-up with sales on opportunities created by license audit and check for revenue recognition
• Follow up with customers who are non-responsive and make sure audit reports are submitted in timely manner.
• Work with VAR’s (Value Added Resellers) in USA and South Africa and help them understand SAP Audit Process.