Manish Kulshreshtha

I lead the team of Enterprise Support Managers, Enterprise Support Leads and Technical Account Managers (TAMs) to work with Solution Architects, Business Development and Customer Success teams to help customers adopt and use AWS Cloud services efficiently.

Enterprise Support is the highest level of AWS support, which offers customers a highly embedded and interlocked approach to engagement across the customer lifecycle. It is currently available as a paid AWS service.

My responsibilities include new customer acquisition and revenue growth, which entails developing innovative pricing and delivery models. It further involves building new Enterprise Support entitlements and offerings in collaboration with Product and Service teams.

I am responsible for proposing and implementing the three-year roadmap with futuristic organizational design and team building to scale and sustain.

On the operational side, consistent delivery and establishing governance around migrations, cost, security, and operations, managing large-scale service events and key infrastructure events for the customers.

On the people front, my responsibilities include cultivating leadership and upholding the performance culture with emphasis on inclusion, diversity, and equity. I participate in leadership forums, hiring events, and coaching sessions to foster talent.

I work closely with the team to develop their Career Growth Plans and help them achieve their goals.

Some of my key accomplishments in the role include of ES revenue growth (~2.5x), team growth (~3 x), ~50 large complex Cloud Migrations and more than 20 major Managed Infrastructure events including News events, Sports tournament seasons, Movie launches and Sales campaigns.

I was heading customer life cycle management, driving revenue retention and growth for a large-scale customer base of more than 10,000 Enterprise accounts, including Platinum key accounts, Government and Public sector Accounts, as well as SME customers.

I led teams of Service Assurance Managers and Program Managers to ensure effective Customer Experience Management across the Data Networking and Voice services of Reliance, a leading Telecom service provider of India.

Reliance owned the largest MPLS VPN core network, largest Metro Ethernet network, and largest Fiber transport network footprint to provide services to Enterprise Customers.

I successfully led execution of projects of revenue worth more than ~$100Mn annually creating opportunities for further growth.

I designed and implemented the unique Model Account Program (MAP) as a holistic assessment tool & customer retention program thus reducing churn rates by more than 50%. I spearheaded the CSAT program to improve CSAT from 60% to 80%.

As Service Management Head, I was deeply involved in developing SOPs and KPIs/KRAs, creating new benchmarks to reduce cost, and improve customer service. I integrated quality measurements and cost control with operations excellence to reduce customer complaints from 40% to 8% in 10 months.

I was heading the Profit Centre Operations and was responsible for the overall P&L for the assigned region ( North and East of India), with an annual revenue of approximately 20Mn INR.

I contributed to top-line and bottom-line growth, involving the identification of new business opportunities and market analysis. I charted out strategies and contributed towards enhancing business volumes and growth.

I maintained and expanded the customer base by building rapport with key clients and identifying new customer opportunities.

I was instrumental in establishing ECI Telecom as the most preferred brand among Telcos by scaling up market share from 0 to 30%, with EBIDTA of 40%.

I accelerated profitability by ~35% through large systems integrations and networking infrastructure projects.

I established in-roads and dominance in large tenders and government contracts.

I also handled channel development for Canon and Sharp Office Automation Products, and created a strong footprint for these product lines.

• I managed end-to-end pre-sales, solution design, pricing & tendering efforts for larger opportunities (including DoT Tendering, TEC Approvals, WPC Liaison and Rate Contracts) with DGS &D and Kendriya Bhandar
• I specialized as a key resource for in-lab troubleshooting, development, customization, and installation support to regional teams for Higher End EPABX Systems, C-DoT Switches, and RF Systems.