Summary
Overview
Work History
Education
Skills
Timeline
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HARDIK MOTA

Hyderabad, India

Summary

Highly skilled and results-oriented Salesforce Business Analyst & Project Manager with 11+ years of experience driving successful CRM implementations and optimizing business processes. Proven ability to bridge the gap between business needs and technical solutions, leading to increased revenue, improved user adoption, and enhanced customer success. Expertise in Salesforce configuration, data migration, project management methodologies, and change management. Passionate about building high-performing teams and delivering exceptional client experiences.

Overview

11
11
years of professional experience

Work History

Senior IT Senior Business Analyst

Talend Data Integration Services
Hyderabad
04.2024 - Current
  • Led the requirements gathering and analysis phase for Salesforce platform enhancements, resulting in a 15% reduction in manual processes and a corresponding $100k annual cost savings for the organization.
  • Create comprehensive functional specifications, user stories, and system documentation to accurately capture project requirements.
  • Translate business requirements into well architected solutions that best leverage Salesforce platform.
  • Work closely with Salesforce developers and technical teams to ensure seamless integration and delivery of end-to-end solutions.
  • Collaborate with business stakeholders to deeply understand their requirements for Sales Cloud and Service Cloud functionalities.
  • Assistance in QA validations and lead User Acceptance Testing (UAT) tests.


Senior Engineer/Analyst

HCL Technologies
Hyderabad
07.2016 - 5 2018
  • Identify and understand operational impact of tool & process issues, while ensuring that new tool requirements are properly integrated with existing processes
  • Interact with internal operators and global stakeholders (EngTeam) to understand tool and process limitations
  • Pull data required to conduct business analysis and help convert data analysis into presentations based on findings and related recommendations
  • Track Tool latency, raise UI bugs | FR’s and other functionality and resolving in TAT by working with other teams
  • Providing Solutions to the Premium & Small business clients

Senior IT Technical Project Manager

Talend Data Integration Services
Hyderabad
1 2023 - 03.2024
  • Spearheaded Gainsight CRM implementation with Salesforce, leading to a 15% increase in Customer Success Manager (CSM) productivity, resulting in $1 million in additional annual recurring revenue (ARR).
  • Managed cross-functional teams to deliver a streamlined onboarding process for new clients using Gainsight, driving a 20% reduction in churn rate and a 10% boost in average contract value
  • Implemented a data-driven approach to customer health using Gainsight & Salesforce, empowering CSMs to proactively address customer needs and prevent potential churn, leading to a 5% improvement in customer satisfaction score and increased upsell and renewal opportunities.
  • Possess a deep understanding of the Gainsight and Salesforce CRM platforms, including their capabilities, limitations, and best practices.
  • Collaborate with technical teams to design, configure, and customize Gainsight and Salesforce solutions to meet business requirements.
  • Liaise with internal stakeholders, including business leaders, sales teams, and customer success teams, to gather project requirements and ensure alignment with business objectives.


Technical Manager - Consultant's Team

Gainsight Software Pvt Ltd
Hyderabad
05.2018 - 01.2023
  • Managed a team that delivered successful Gainsight & Salesforce implementations, resulting in a 3% decrease in client churn rate and a 10% improvement in customer satisfaction scores.
  • Empowered consultants to identify upsell and renewal opportunities through data-driven insights from CRM, contributing to $2 million in additional annual recurring revenue (ARR) for clients
  • Implemented targeted customer segmentation strategies within the CRM platform, leading to a 25% improvement in upsell and cross-sell opportunities and contributing to a $3.5 million boost in annual profit margins.
  • Managed a team of 10 Gainsight & Salesforce consultants, providing coaching, mentorship, and performance development.
  • Developed and implemented project management methodologies for efficient team collaboration and client delivery.
  • Served as the primary technical point of contact for clients, ensuring their needs were met throughout the project lifecycle.

Process Specialist

Infosys BPO
Hyderabad
01.2016 - 05.2016
  • Implemented continuous improvement metrics to streamline workflows.
  • Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
  • Developed production techniques and production processes to meet customer and organizational needs.
  • Identified and resolved process issues to drive optimal workflow and business growth.
  • Collaborated with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards.

Former Team Lead

Teleperformance
Hyderabad
10.2013 - 01.2016
  • Conduct comprehensive data analysis to identify trends, patterns, and insights that inform strategic decision-making.
  • Develop and maintain reports, dashboards, and visualizations to communicate key performance metrics and facilitate data-driven decision-making processes.
  • Identify and assess potential risks related to data privacy, security, and compliance, implementing controls and safeguards to mitigate risks and ensure regulatory compliance.
  • Proactively identify opportunities for innovation and improvement in data analysis processes, tools, and methodologies to drive business value and competitive advantage.

Education

MBA - Informaton Technology

Sikkim Manipal University
04.2001 -

Bachelor of Science -

Singhania University
04.2001 -

Skills

  • Business Analysis & Requirement Gathering

  • Process Optimization & Improvement

  • Problem-solving abilities

  • Sprint planning & Testing

  • Microsoft Office Suite

  • JIRA, Snowflake & ServiceNow

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Timeline

Senior IT Senior Business Analyst

Talend Data Integration Services
04.2024 - Current

Technical Manager - Consultant's Team

Gainsight Software Pvt Ltd
05.2018 - 01.2023

Senior Engineer/Analyst

HCL Technologies
07.2016 - 5 2018

Process Specialist

Infosys BPO
01.2016 - 05.2016

Former Team Lead

Teleperformance
10.2013 - 01.2016

MBA - Informaton Technology

Sikkim Manipal University
04.2001 -

Bachelor of Science -

Singhania University
04.2001 -

Senior IT Technical Project Manager

Talend Data Integration Services
1 2023 - 03.2024

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