Harish Nagarajan
Delivery & Customer Experience Leader
Chennai
Summary
Results-driven leadership professional with a robust background in global project delivery and stakeholder relationship management. Expertise in enhancing operational efficiency and elevating client satisfaction through innovative solutions tailored to diverse needs. Recognized for fostering team collaboration and demonstrating adaptability in dynamic environments, ensuring project success and alignment with organizational goals. Committed to driving results that contribute to overall business growth and sustainability.
Overview
14
14
years of professional experience
2
2
Certifications
Work History
Senior Delivery Manager
D4 Insight
Chennai
01.2025 - Current
- Delivery leader responsible for client success and organization growth targets
- Contributed to 3X head count growth in less than 9 months, driving revenue from 3.5M to 6M
- Lead and Managed 75+ offshore tech engineers across varied domains of expertise
- Managed on time billing, invoicing and contractual commitments. Improved billing conversion from 60% to 95% on time, month on month.
- Build relationship with client CXO's & device strategies for frictionless delivery experience
- Represented during executive Steering committee with client CXO- highlighting progress, achievements & engagement statistics
- Developed and implemented regular touchpoints to understand client priorities and align delivery protocol accordingly.
- Collaborated with Sales & CS teams to proactively manage and map demands with the right skills
- Centralized detailed resource pipeline, capacity & billing via shared dashboards for executive team consumption
- Implemented CX and EX strategies providing thought leadership and delivery excellence roadmap
- Ideated marketing strategies to improve brand awareness, capability development and employee satisfaction initiatives
- Formulated employee success roadmap and defined growth model for repeat success
- Managed P&L for the offshore delivery unit contributing to improved GM by 15%
Global Delivery Head- Senior Vice President
Netcore Cloud
Chennai
06.2022 - 08.2024
- Built global stakeholder experience and success strategies- to Improve net retention, churn prevention, and overall CSAT
- Designed and lead organizational CX strategy aligned with business goals
- Collaborated with internal Product, Support, Marketing, Sales and Operations to align on client outcomes.
- Acted as the voice of the customer to drive product offerings meeting market expectations and to prioritise client demands
- Participated and owned delivery related presentations during internal board meetings and contributed to org planning and roadmap for QoQ revenue targets
- Mapped and optimised end to end client journey (from Sales to onboarding to renewal and advocacy)
- Defined & refined delivery processes -Identified pain points and improvement opportunities across all customer touchpoints.
- Drove AI first mindset with internal and external teams to improve product adoption and delivery efficiency.
- Built relationships across the spectrum- Inculcate agile mindset and incorporate growth strategies to improve collaboration and delivery efficiency
- North Star Metrics- Minimise Drop/Churn Rates, Improve ROI conversion/Billing start post sales, Improve Time to market/Go live, CSAT, First time right
- Results: 10% reduction in drop rates, 20% increase in revenue conversion, 50% increase in T2M, 65 basis points improvement in CSAT
Program Manager- Product
Sakon
Chennai
08.2020 - 06.2022
- Nurtured a team of 15 product implementation engineers and deliver better experiences for clients in the North America region
- Enhance/tailor delivery processes, aligning with business strategies resulting in 20% increase in overall CSAT score
- Build relationship with product, engineering, and delivery teams globally to improve product maturity and stakeholder experience
- Improved internal satisfaction score from 3 to 4.5- highest ever ratings achieved by the Implementation team
- Lead by example- Hands-on implementation throughout lifecycle- Presales, Demo, Feature Mapping, Planning, Execution, Testing, Support till successful CSM handover
Senior Engagement Manager
Freshworks
Chennai
07.2019 - 04.2020
- Lead & Managed End to End product implementation/customer onboarding of Freshworks suite in the AMEA region.
- Delivered successful implementation programs for small, medium, and enterprise accounts across varied verticals, including retail, travel, banking, and multimedia
- Improved retention by 10% in less than 1 year within the EMEA region implementation accounts- by leveraging tailored training and hands on implementation from start till successful go live.
- Implemented early participation of implementation teams, thereby improving trust and contributing to better adoption by client teams.
- Guided teams in understanding business value, creating effective processes to grow customer value, and fostering positive client sentiments
- Cultivated agility, transparency, and trust, creating high-performing teams and negotiating mutually beneficial outcomes to resolve conflicts
Associate Director
Synechron Technologies
Charlotte
02.2017 - 03.2019
- Act as the client partner- leading multi million dollar testing services for Wells Fargo investment bank
- Managed the entire delivery of multi vendor resources and delivered on time, high class deliverables
- Won best leader appreciation internally from the client management
- Contributed to RFP's and contributed to 3X more projects in revenue
- Instrumental in getting a score of 4.7/5 in Customer Satisfaction score
Lead Consultant
Capgemini
Michigan
06.2011 - 02.2017
- Managed E2E testing delivery for multiple international banking clients like RBS, Barclays, Fiserv, Discovery, Ally Financials
- Lead cross functional teams in client location- Multi vendor environment- earning multiple awards and appreciations.
- Managed a team of 75+ FTE & delivery exceptional client value
- Manged the P &L - Hiring, offboarding, Top line, cost management and bottom line management
- Won multiple awards and recognitions based on my contributions towards delivery excellence and PM contributions
- Acted as the chapter lead for project management training and certification for internal prospects
- Successfully completed highly coveted Engagement Manager level-2 certification
- Contributed to TCOE- Testing centre of excellence to build artefacts and address proposals
- Participated in internal competitions and represented the team contribution towards building capabilities and assets for the organization
Education
Bachelor of Engineering - Electrical & Electronics Engineering
University of Madras
Chennai, India05-2002
Skills
- Program & Delivery Management
- Customer Success & Experience management
- Product Implementation & Onboarding
- Product operations management
- Stakeholder Success and Change management
- Business consulting- Product marketing
Brand Building & Digital marketing
- Revenue & P/L management
- Sales & Presales Engineering
- Product Management, Business Analysis
- Quality Engineering & Management
Products/Tools and Functional Expertise
- Finacle Core Banking- Retail, Commercial Banking
- Finacle Treasury- FX, Securities, F&O, Swaps, Arbitrage
- Oracle Flexcube/Daybreak- Core banking focused on Lending end to end from loan origination, funding, disbursement and collections
- ALFA CHP- Auto finance Lending- E2E lifecycle
- JIRA/ Versionone- Agile project management
- Blueprint/Confluence- Requirements Management
- Rocketlane- Onboarding PM tool
Certification
Project Management Professional- PMI
Awards
Game Changer- Capgemini, We Applaud- Oracle, Bronze Star- Capgemini
ADDITIONAL EXPERIENCES
- HCL- Project Manager - India May 2010- Jun 2011
- Oracle Financial Services- Test Engineer - India Jun 2007- Dec 2009
- Infosys Technologies- Test Engineer - India Jul 2005- Jun 2007
- Sridhar & Santhanam Associates- Functional Consultant - India Aug 2005- Jul 2004
Timeline
Senior Delivery Manager
D4 Insight
01.2025 - Current
Global Delivery Head- Senior Vice President
Netcore Cloud
06.2022 - 08.2024
Program Manager- Product
Sakon
08.2020 - 06.2022
Senior Engagement Manager
Freshworks
07.2019 - 04.2020
Associate Director
Synechron Technologies
02.2017 - 03.2019
Lead Consultant
Capgemini
06.2011 - 02.2017
Bachelor of Engineering - Electrical & Electronics Engineering
University of Madras
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