Harshul Gajjar
Ahmedabad
Summary
Dynamic and strategic Product Manager with 13+ years of experience in the IoT industry, demonstrating a unique blend of leadership in customer support, customer success, operations, project delivery, and product management. Over the past decade, I’ve driven the development and execution of data-driven product strategies, led cross-functional teams to deliver innovative IoT solutions, and enhanced customer experiences. Adept at managing the full product lifecycle from concept to launch, scaling operations, and ensuring customer retention. I thrive in fast-paced environments, delivering transformational results while consistently exceeding business objectives. Passionate about fostering innovation, optimizing processes, and building customer-centric products that drive market growth
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Product Manager
Ecolibrium Pvt Ltd
Pune
03.2021 - Current
- Developed and executed product strategies for IoT-based solutions, leading to a 20% increase in market penetration and improved customer engagement.
- Successfully launched CBM, reducing customer onboarding time by 30% through optimized user flows and enhanced product features.
- Collaborated with engineering and marketing teams to deliver new product features ahead of schedule, driving 5% YoY revenue growth.
- Analyzed customer feedback and data metrics to implement user-centric enhancements, improving product NPS by 25%.
- Introduced automation into customer processes, increasing operational efficiency by 40% and reducing manual effort.
Project Delivery Manager
Ecolibrium Energy Pvt Ltd
03.2019 - 03.2021
- Managed the delivery of multiple complex IoT integration projects, ensuring 100% on-time project completion and 15% under-budget delivery.
- Played a key role in pre-sales support, engaging with clients to design tailored solutions that met unique technical and business requirements.
- Enhanced project delivery workflows using Agile methodologies, improving team productivity by 20%.
- Drive cross-team collaboration across departments, resulting in 10% faster turnaround times on project deliverables.
Customer Success Manager
Ecolibrium Energy Pvt Ltd
03.2017 - 03.2019
- Designed and implemented a comprehensive customer success framework, improving customer retention rates by 30% and reducing churn.
- Delivered strategic onboarding programs, shortening the time-to-value for customers by 40%, leading to higher product adoption rates.
- Fostered strong relationships with key clients, contributing to a 25% increase in upsell opportunities.
Customer Support Manager
Ecolibrium Energy Pvt Ltd
03.2015 - 03.2017
- Built and led a high-performing customer support team, improving ticket resolution times by 50% and achieving a customer satisfaction score (CSAT) of 95%.
- Launched a 24/7 support initiative, providing around-the-clock assistance and significantly increasing customer satisfaction during critical periods.
- Rolled out a self-service knowledge base that reduced inbound support queries by 20%, empowering users to resolve common issues independently.
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
Baroda03.2011
Skills
- IoT Solutions & Integration
- Product Lifecycle Management
- Stakeholder Management
- Cross-functional Team Leadership
- Customer Success & Retention
- Operations & Project Delivery
- Strategic Roadmapping
- Product Strategy & Innovation
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.
Certification
Certified CSPO, Scrum Alliance
Languages
Gujarati
First Language
English
Advanced (C1)
C1
Hindi
Proficient (C2)
C2
Marathi
Advanced (C1)
C1
Timeline
Senior Product Manager
Ecolibrium Pvt Ltd
03.2021 - Current
Project 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
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