DEEPAK SHARMA
Summary
Experienced Implementation and Customer Success Manager with a background in SaaS (CLM) implementations, project governance, and client management. Skilled in end-to-end software deployment, cross-team collaboration, issue resolution, and delivering business results. Certified Scrum Master with a strong focus on stakeholder engagement, and process improvement.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Manager - Implementation and Customer Success Delivery
Sirion Pvt. Ltd.
03.2016 - 12.2024
- Led end-to-end implementation and post-deployment support for the Sirion CLM (Contract Lifecycle Management) SaaS platform, ensuring seamless onboarding, and long-term client success.
- Conducted in-depth system demos and walkthroughs, aligning client use cases with platform capabilities to drive adoption and process transformation.
- Served as the primary point of contact for clients during implementation and BAU phases, through proactive communication and timely resolution of tickets, issues, and bugs.
- Facilitated technical and design sessions, governance meetings, UAT approvals, and training workshops to support smooth rollouts and long-term engagement.
- Collaborated cross-functionally with Product, Engineering, Support, and Account Management teams to address customer feedback (VOC) and drive continuous product enhancement.
- Delivered value-added insights by identifying process gaps and recommending improvements; identified over $3.82M in value leakages across new and existing customers through root cause analysis and workflow optimization.
- Designed and delivered training resources to help clients maximize the platform's capabilities and increase usage adoption across their organizations.
- Conducted regular status meetings, project reviews, and stakeholder updates to maintain transparency and alignment with client expectations.
- Successfully managed concurrent implementation projects while overseeing daily governance and operations for global enterprise clients.
- Produced management summaries and dashboards to track vendor performance, periodically reporting on value creation.
Senior Analyst
Deloitte Tax Services India Pvt. Ltd.
03.2013 - 03.2016
- Prepared budgetary and forecasting estimates through financial analysis of income statements and balance sheets.
- Ensured project completion within budget and analyzed variances against forecasts.
- Gained experience on Partnership return filing, also on Research and tax technical tools.
- Collaborated regularly with US teams and senior managers to maintain work quality and meet deadlines.
- Reviewed and interpreted financial statements for reporting including comparative analysis with prior-year reports.
Privilege Banker
ICICI Bank Ltd.
04.2012 - 08.2012
- Identified and addressed the needs of high-value customers, ensuring personalized service.
- Provided comprehensive banking support and managed retail banking operations.
- Enhanced profitability by fostering strong customer relationships and cross-selling financial products.
Education
Post Graduate Diploma in Management - Finance and Marketing (Dual Specialization)
EMPI Business School
New Delhi01-2011
Graduation in B. Com Honors -
Hansraj College (Delhi University)
New Delhi01-2008
Skills
- System implementation
- Team Management
- Client onboarding
- Cross-functional collaboration
- Process improvement
- Issue resolution
Certification
Certified Scrum Master (CSM), Scrum Alliance, 2025
Extra Curricular Activities And Achievements
- Won Sirion’s Corporate Cricket and Table Tennis Tournament.
- Completed an acting course at the Shri Ram Centre for Performing Arts, New Delhi.
- Created and acted in the short film RAGE, winning Best Screenplay and Best Movie at film festivals.
- Performed in Deloitte events through D-Theatre, including skits and dance shows.
- Secured 2nd place in Deloitte's Intra-Tax Cricket, Table Tennis, and Volleyball Tournament.
- Actively engaged in and promoted Deloitte's Impact Day (CSR activity).
Timeline
Senior Manager - Implementation and Customer Success Delivery
Sirion Pvt. Ltd.
03.2016 - 12.2024
Senior Analyst
Deloitte Tax Services India Pvt. Ltd.
03.2013 - 03.2016
Privilege Banker
ICICI Bank Ltd.
04.2012 - 08.2012
Post Graduate Diploma in Management - Finance and Marketing (Dual Specialization)
EMPI Business School
Graduation in B. Com Honors -
Hansraj College (Delhi University)
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