Manas Saxena
New Delhi
Summary
Adept at driving customer success and service delivery, I leveraged my expertise in program performance analysis and team leadership at CtrlS Datacenters Ltd to exceed project goals. My strategic approach to vendor relationship management and critical thinking has consistently enhanced operational efficiency and revenue growth, showcasing a proven track record of excellence.
Overview
5
5
years of professional experience
Work History
Program Manager - Customer Success and Service Delivery
CtrlS Datacenters Ltd
Noida
12.2022 - Current
- Managed program budgets and timelines, ensuring projects stayed on track and within allocated resources.
- Developed project plans, identified risks, set objectives, and monitored progress towards completion.
- Coordinated with internal stakeholders to ensure the successful implementation of the program initiatives.
- Communicated regularly with external partners to ensure alignment of strategies and goals.
- Drafted reports for senior management highlighting key milestones achieved throughout the program lifecycle.
- Collaborated with teams across departments to develop effective strategies for executing programs.
- Conducted regular meetings with team members to review progress and address any issues or concerns arising from the program execution process.
- Identified areas of improvement in existing processes, procedures and systems related to the program delivery cycle.
- Provided guidance and support to team members in order to achieve targets within defined deadlines.
- Assisted in developing training materials for new hires involved in the program activities.
- Reviewed customer feedbacks on a regular basis in order to identify potential areas of improvement in service delivery.
- Maintained positive relationships with vendors by monitoring their performance against agreed upon contractual terms.
Consultant - Customer Success
Grene Robotics
Hyderabad
01.2022 - 12.2022
- Organized meetings between stakeholders to discuss project details and timelines.
- Assisted in developing new methods for data collection and analysis techniques.
- Developed and implemented customized strategies to meet client needs.
- Conducted research and analysis of market trends, customer behaviors, and competitive landscape.
- Created comprehensive reports on project progress and results for clients.
- Provided advice on operational processes, business development initiatives, organizational changes and other areas of improvement.
Senior System Engineer
CMS IT Services
New Delhi
09.2020 - 01.2022
- Respond promptly and professionally to incoming customer inquiries
- Maintain an updated knowledge of the organization's products, services, and customer service policies
- Document customer interactions when necessary, compiling documents and forwarding information to interested parties
- Explain simply and clearly in response to customer questions and check for customer understanding and acceptance
- Recommend new products or services or make suggestions for improvements by identifying relevant features and benefits
- Assist clients by demonstrating the use of goods and programs and answering any questions they may have
- Participate in training opportunities provided by the organization or by outside entities
- Establish and maintain good rapport with customers by using positive language and anticipating their needs
System Engineer
CMS IT Services
New Delhi
08.2019 - 09.2020
- Assist clients by demonstrating the use of goods and programs and answering any questions they may have
- Participate in training opportunities provided by the organization or by outside entities
- Preparing and executing customer training, Delivering customer solutions
Education
Master of Computer Applications - MCA - Computer Programming, Specific Applications
Indira Gandhi National Open University
Bachelors of Computer Application BCA - Computer Applications
Indira Gandhi National Open University
A level - Computer Science
National Institute of Electronics and Information Technology (NIELIT)
Diploma - Computer science & Engineering
P.D.M. College of Engineering
Skills
- Procurement
- Program performance analysis
- Professional writing
- Business acumen
- Revenue growth
- Data collection & research
- Scope management
- Verbal and written communication
- Vendor relationship management
- Cost management
- Detail-oriented
- Critical thinking
- Performance monitoring
- Operations management
- Team leadership
Timeline
Program Manager - Customer Success and Service Delivery
CtrlS Datacenters Ltd
12.2022 - Current
Consultant - Customer Success
Grene Robotics
01.2022 - 12.2022
Senior System Engineer
CMS IT Services
09.2020 - 01.2022
System Engineer
CMS IT Services
08.2019 - 09.2020
Master of Computer Applications - MCA - Computer Programming, Specific Applications
Indira Gandhi National Open University
Bachelors of Computer Application BCA - Computer Applications
Indira Gandhi National Open University
A level - Computer Science
National Institute of Electronics and Information Technology (NIELIT)
Diploma - Computer science & Engineering
P.D.M. College of Engineering
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