Nitin A. Bhabad
Mulund East
Summary
Experienced IT Professional with over 21 years of demonstrated ability in delivering mission-critical results. Offering outstanding communication and cross-cultural team management skills. Entrepreneurial attitude for optimal profitability. Ambitious team leader adept at creating strategic alliances with organizational leaders and effectively aligning with and supporting key business initiatives. Skilled IT Professional with Strong experience in Customer Success, Customer Experience, Adoption, Delivery, Service Sales, Product Sales, Pre-sales & Solutioning with diverse profile seeking to excel in every domain & deliver excellence in every role offered.
Customer Experience/Success Leader driving post sales engagement for Service Now focusing on ROI, Adoption, Services Upsell & Renewals Product level knowledge of Cisco Networking, Security, Data Center , Collab solutions & other Cisco products.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Success Executive
Service Now
09.2024 - Current
- Managing USD 15M+ ACV customers ( Global +India) Leading post sales CX engagement for Service Now
- CSEs demonstrate a strong understanding of customer industry and specific business strategies, driving alignment between these factors and what ServiceNow can offer to enable better business outcomes for their customers.
- CSEs focus on ensuring the customer recognizes the value of the ServiceNow Platform at all levels and stages, facilitating a smooth path to both renewal and up- and cross-sell.
- They lead high-complexity transformations, ensuring all ServiceNow Customer Excellence roles align and deliver in accordance with governance frameworks, customer objectives, and organizational priorities; ultimately delivering value through Impact.
- Lead high-complexity transformations, ensuring all ServiceNow Customer Excellence roles align and deliver in accordance with governance frameworks, customer objectives, and organizational priorities; ultimately delivering value through Impact.
- Partner with other impact team members leveraging their customer insights to inform the overarching narrative aligned to the customer’s business objectives.
- Shape and influence customer organizational strategy by identifying emerging trends, refining best practices, and aligning delivery approaches with evolving market demands.
- Drive operational consistency and excellence by standardizing delivery methodologies and ensuring adherence to governance and quality standards, interfacing with Delivery as required.
- Contribute to internal innovation efforts with cross-functional teams to further develop ServiceNow’s offerings.
- Mentor other members of the team to foster growth, collaboration, and excellence within the organization.
Customer Success Executive
Cisco Systems Ltd.
01.2018 - 08.2024
- Customer Success Executive (CSE) role is a highly visible, strategic leadership role within Cisco’s Customer Experience (CX) organization.
- We build deep relationships with customer senior leadership, partners and the extended Cisco account team members in achieving their goals.
- Currently handling top BFSI Customers & Large Enterprise with AOV of 5+ M USD as CSE.
- As CSEs we are ultimately accountable for successful adoption and value realization for the products and services our customers have purchased.
- Deeply understand Customer business goals, environment, challenges and operational maturity.
- Be the customer and people champion.
- Build and nurture strong Customer executive relationships to develop a holistic and deep view of the immediate needs and current programs.
- Help the Customer accelerate through the customer lifecycle to realize the expected outcomes.
- Ensure customers use and love purchased Cisco solutions and services.
- Provide customer insights based on solid understanding of the best methodologies for architecture, implementation, adoption & migrations.
- Leads customer success motion from onboarding to business value realization (optimize).
- Post-sales orchestration of all company wide and Partner resources (People and assets like, webinars, workshops, etc.) to provide a unified path to Customer Success.
- Lead Quarterly Success Review.
Solution Architect /Project Lead
eGain Communications Pvt. LTD.
06.2017 - 12.2017
- Based at Reliance JIO – Mumbai as Solution Head + Project Lead.
- EGain has a strong digital customer experience solution deployed at Reliance Jio for email, Chat & Knowledge management (egain Classic & VIM).
- Work with Jio business teams to understand business requirements and jointly work with egain solution teams in building the appropriate solutions.
- Capture & assess the requirements around JIO specific customizations on egain solutions to meet end user requirements (this includes branding, Workflow customization, Chat enhancements, 3rd party integrations etc.).
- Lead the Solution team (size- 6) & Support team (size – 7) for managing day to day BAU operations and new business requirements.
- Work with eGain Product teams & engineering teams for product enhancements & aligning the solutions to meet specific customer needs & future expectations.
Solution Architect /Lead Consultant
Tech Mahindra LTD.
08.2012 - 05.2017
- Explore & take up potential international sales opportunities for Business growth in ICT, IPCC & UC domains.
- Preparing the Proposal for the New RFC, Requirements, Tenders from international Customers across globe.
- Respond to RFI, RFP & Proposal requests from Customer on IPCC & UC platforms.
- Propose In-Premise & Cloud CC & UC solutions best fit for customer needs.
- Build Managed Services proposals for Global Customers in CC & UC domain.
- Work on partnerships & Join bid with Cloud CC & UC providers (e.g. ININ, Telstra, BT etc.).
- Help team conduct & Plan Due Diligence, BRS & Pre-sales activities for Customers.
- Provide Expertise consultancy to customer improve their CC utilizations & help improve overall customer care experience.
- Support Delivery team in Implementations as project Manager.
- Prepare Project plan for delivery team for implementation.
- Manage & lead the Onsite delivery team working on various Contact Center & Unified Communications project with various platforms like AVAYA, Cisco, Genesys etc.
- Types of Projects – New Implementations, Transformations, Enhancements & Uplifts, Technology enhancements, CC Improvements with Analytics, etc.
- Support the delivery team members in resolving any Implementation & Support issues on the project.
- Track the project progress status, Schedule progress meetings with Customer, Track Project progress & ensure successful deliveries on project.
- Explore & attend new opportunities/requirements from customer & get them attended with the support from other respective teams.
- Ensure end to end deliveries to customer on their requirements.
- Key Project’s Handled: Vodafone UK, Hutch Australia, Globe Telecom – Philippines, Bell Canada, Scotia Bank, Bupa Global Ltd – UK, GE – US, Celcom Malaysia, UEM.Vodafone India.
Asst.Manager - Projects
AGC Networks LTD.
07.2012 - 08.2012
- (An Essar Enterprise)
Manager – Technical Support
Business Connexion
04.2008 - 05.2012
SENIOR ENGINEER-RCTS Team
Avaya Global Connect LTD.
02.2006 - 04.2008
SR. TELECOM ENGINEER
Godrej Upstream Limited.
10.2005 - 01.2006
EPABX & Network Support Engineer (TELECOM Engineer)
IT Source India Tech Private Limited.
08.2004 - 10.2005
Education
Bachelors of Engineering - Electronics & Telecomm. Engineering
K. J. Somaiya COE
Mumbai, India01.2004
Skills
- Customer Success
- Digital Customer experience
- Cisco Networking
- Security
- Collab products
- DC products
- Contact Center
- Unified Communication
- Digital communication
- Voice communication
- Data communication
- Service Now Platform
- Cisco products
- Avaya Aura Products
- IP Telephony
- Contact Centers
- Unified Communications
- Collaboration Solutions
- EGain Digital Customer experience solutions
- Service Now
- Cisco
- Avaya
- Genesys
- Verint
- Nice
- EGain
- Networking
- Collaboration
- Data Center
- Growth planning
- Team leadership
- Performance analysis
- Customer retention
- Account management
- Program leadership
- Leader
- Customer relations
- Leadership
- Market growth
- Strategic objective execution
- Strategic planning
- Customer-oriented
- Strategy development
- Leadership/communication skills
Accomplishments
- Cisco Certified Generative AI Collaboration White Belt, 2024-01-01
- Cisco Sales Champion Award, for extraordinary performance in FY’21-22, 2021-04-01
- Closed expand opportunity, approx. 6 Million USD in last quarter Q4-FY18, 2018-01-01
- Certificate in Global Leadership, 6 Months Management Program from Global Next University – Singapore as part of the Internal Tech M “1000 Leader program”, 2017-01-01
- STAR PERFORMER Award, for winning Multi Million Dollar Deal for Tech M for Telecom Client in US., 2017-01-01
- Young Stars of the Year, for FY 2013-14 in Tech Mahindra., 2014-01-01
- X-Caliber Award, for closing the deal & completing project of AVAYA CC Upgrade for Zantel - Tanzania, 2012-01-01
- Achievement Award, for the Avaya Project completed in VODACOM TANZANIA, 2012-07-01
Certification
- Service Now GenAI Certification
- Cisco certified Customer Success Specialist (820-605)
- Cisco Customer Success Foundations
- Cisco Security Green Belt Ninga
Timeline
Customer Success Executive
Service Now
09.2024 - Current
Customer Success Executive
Cisco Systems Ltd.
01.2018 - 08.2024
Solution Architect /Project Lead
eGain Communications Pvt. LTD.
06.2017 - 12.2017
Solution Architect /Lead Consultant
Tech Mahindra LTD.
08.2012 - 05.2017
Asst.Manager - Projects
AGC Networks LTD.
07.2012 - 08.2012
Manager – Technical Support
Business Connexion
04.2008 - 05.2012
SENIOR ENGINEER-RCTS Team
Avaya Global Connect LTD.
02.2006 - 04.2008
SR. TELECOM ENGINEER
Godrej Upstream Limited.
10.2005 - 01.2006
EPABX & Network Support Engineer (TELECOM Engineer)
IT Source India Tech Private Limited.
08.2004 - 10.2005
Bachelors of Engineering - Electronics & Telecomm. Engineering
K. J. Somaiya COE
Personal Information
- Total Experience: 21+ Years
- Passport Number: K2359546
- Date of Birth: 04-06-1983
- Gender: Male
- Nationality: Indian
- ID Type: Passport
- ID Number: K2359546
Career Certifications
- Service Now GenAI Certification
- Cisco certified Customer Success Specialist (820-605)
- Cisco Customer Success Foundations
- Cisco Security Green Belt Ninga
- ACE (Avaya Certified EXPERT)