Harshul Gajjar
Product Manager
Summary
Dedicated IoT professional with a history of meeting company goals utilizing consistent and organized practices. Skilled at working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
13
13
years of professional experience
8
8
years of post-secondary education
1
1
Certification
4
4
Languages
Work History
Product Manager
Ecolibrium Pvt Ltd
03.2021 - Current
- Led cross-functional teams to deliver high-quality products on time and within budget constraints.
- Enhanced user experience, resulting in increased customer satisfaction and retention rates.
- Document user stories, specifications, and product features into detailed work in order to communicate across teams and build mandatory requirements.
- Managed product demonstrations and testimonials for performance evaluation.
- Spearheaded the creation of detailed user guides for enhanced usability of newly launched products.
- Improved product functionality with innovative design solutions, resulting in increased sales conversions.
- Implemented Agile methodologies for more efficient project management and team collaboration.
- Managed stakeholder expectations effectively throughout the entire product development process.
- Reduced production costs through strategic supplier negotiations and process improvements.
- Continuously monitored customer feedback channels after launch to gather insightful data for future iterations or updates.
- Prioritized roadmap in order to achieve product goals and metrics.
- Developed product documentation to communicate upcoming features and products to internal teams.
Operation & Delivery Manager
Ecolibrium Energy Pvt Ltd
03.2019 - 03.2021
- Responsible for Operation team to execute Project on given timeline & support sales & CSM teams to achieve sales target with proper delivery as per scope Responsible for retention & satisfaction of client every year to reduce churn
- Responsible for constantly reviewing the project timeline and delivery to get client feedback on the product.
- Reduced customer complaints by implementing proactive communication strategies with clients.
- Mentored junior team members to develop their skills and advance within the organization.
- Managed relationships with key stakeholders to ensure smooth project deliveries and overall satisfaction.
Customer Success Manager
Ecolibrium Energy Pvt Ltd
03.2017 - 03.2019
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Streamlined customer onboarding processes for accelerated product adoption and increased retention rates.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
Customer Support Manager
Ecolibrium Energy Pvt Ltd
03.2015 - 03.2017
- Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Reduced response time to customer inquiries, ensuring timely assistance with their concerns.
- Improved team productivity by identifying inefficiencies in workflows and implementing corrective actions.
- Managed a team of customer support representatives, providing ongoing training and development opportunities.
- Established a positive work environment for the support team, fostering open communication channels and boosting employee morale.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Field Engineer / Dispatcher
Piramal Sarvajal
03.2012 - 03.2015
- Delivered high-quality field services, ensuring all projects were completed on time and within budget constraints.
- Developed comprehensive reports documenting field activities, findings, and recommendations for improvement.
- Provided hands-on training sessions for colleagues on new tools or technologies, enhancing overall team capabilities and knowledge base.
- Mentored junior engineers, fostering a positive learning environment that promoted professional growth.
- Reduced downtime with proactive maintenance and regular equipment inspections.
- Enhanced client satisfaction by providing timely and accurate technical support for complex issues.
- Performed root cause analysis on equipment failures, identifying areas for improvement, and reducing repeat incidents.
Service Engineer
Piramal Sarvajal
05.2011 - 03.2012
- Reduced equipment downtime by performing regular maintenance checks and implementing preventive measures.
- Delivered outstanding after-sales support, maintaining open lines of communication with clients to address concerns or inquiries promptly.
- Expedited repair times through accurate diagnosis of complex malfunctions, utilizing specialized diagnostic tools.
Education
Bachelor of Engineering - Electronics & Communication
Parul University
Baroda 04.2003 - 03.2011
Skills
Product Backlog Management
Critical Thinking
Customer Segmentation
Requirements Building
User Feedback Collection
End to End Feature Delivery
Product Validation
End to End Feature Delivery
Accomplishments
- Successfully Managed MSDF (Michelle & Susan Dell Foundation Project to install Water ATM at schools in Rajasthan states.
- Work with DJB & Himachal Pradesh Govt. to install Water ATM for purification of Water.
- Won Eco Ninja award in 2017 giving best performance in Support team to achieve 100 % happiness on client ticket.
- Won Eco Ninja award in 2018 for giving 4.0 + rating in every project to deliver proper business product, service, and get revenue from it.
- Successfully managed to achieve 98% target of AMC from every client even with of COVID-19 situation by convince client to trust our service and product to get value out of it.
Personal Information
- Date of Birth: 11/13/87
- Marital Status: Married
Certification
Certified CSPO, Scrum Alliance
Timeline
Certified CSPO, Scrum Alliance
12-2022
Product Manager
Ecolibrium Pvt Ltd
03.2021 - Current
Operation & Delivery Manager
Ecolibrium Energy Pvt Ltd
03.2019 - 03.2021
Customer Success Manager
Ecolibrium Energy Pvt Ltd
03.2017 - 03.2019
Customer Support Manager
Ecolibrium Energy Pvt Ltd
03.2015 - 03.2017
Field Engineer / Dispatcher
Piramal Sarvajal
03.2012 - 03.2015
Service Engineer
Piramal Sarvajal
05.2011 - 03.2012
Bachelor of Engineering - Electronics & Communication
Parul University
04.2003 - 03.2011