Swimming
Nitin Nair
Bangalore
Summary
Senior Program Manager involved in SaaS Implementation Projects and Continuous Improvement Programs , with more than 13 years of experience planning, developing and implementing products based on customers requirements. Making customer successful and realizing the ROI of implementation Leading Program and Project Management teams for delivery
Overview
13
13
years of professional experience
2
2
Languages
Work History
Program Manager
Capillary Technologies Pvt Ltd
10.2022 - Current
- Project Management : Lead end-to-end project management for SaaS product implementations, including requirement gathering, planning, execution, monitoring, and controlling of project activities.
- Client Relationship Management : Serve as the main point of contact for clients during the implementation process, building strong relationships and managing expectations to ensure customer satisfaction.
- Requirements Gathering : Work closely with clients to understand their business needs and requirements, translating them into actionable implementation plans.
- Cross-Functional Collaboration : Collaborate with internal teams such as sales, product development, customer support, and technical operations to ensure seamless coordination and delivery of SaaS solutions.
- Customization and Configuration : Oversee the customization and configuration of SaaS products to align with client specifications and objectives, leveraging available tools and resources.
- Timeline and Resource Management : Develop project timelines, allocate resources effectively, and monitor progress to ensure on-time delivery within budget constraints.
- Risk Assessment and Mitigation : Identify potential risks and issues that may impact project success, develop mitigation strategies, and proactively address challenges as they arise.
- Quality Assurance : Implement quality assurance processes to ensure that SaaS products meet quality standards and functional requirements, conducting testing and validation as needed.
- Training and Onboarding : Coordinate training sessions and onboarding activities for clients and end-users to facilitate a smooth transition to the new SaaS solution and maximize adoption.
- Documentation and Reporting : Maintain accurate project documentation, including project plans, status reports, and client communications, and provide regular updates to stakeholders.
- Continuous Improvement : Evaluate and optimize implementation processes and methodologies to drive efficiency, scalability, and customer satisfaction.
- Post-Implementation Support : Provide ongoing support and guidance to clients post-implementation, addressing any issues, inquiries, or enhancement requests to ensure long-term success and retention.
- Compliance and Security : Ensure compliance with relevant regulations and standards, as well as adherence to data security and privacy policies throughout the implementation process.
- Vendor Management : Manage relationships with third-party vendors or partners involved in the implementation process, ensuring alignment with project goals and standards.
- Customer Feedback and Insights : Gather customer feedback and insights from the implementation process to inform product development, marketing strategies, and overall business growth initiatives.
Lead Project Manager
Sprinklr
12.2021 - 10.2022
- Led the team responsible for build implementation, support and associated infrastructure, delivering implementation project to deadline.
- Handled budgets and resourcing for implementation projects, assessing areas of risk and implementing necessary processes to meet project guidelines.
- Created and implemented strategy, communicating roll-out plans with PMO team to ensure team progression.
- Closely managed department budgets and forecasts to optimize IT services against financial targets.
- Manage and lead team of 9 for successfully executing continuous Improvement projects, overseeing the hiring, training, and professional growth of employees.
- Reported weekly updates and progress reports to Leadership VP and Region Heads, displaying consistent ability to meet project needs.
- Running multiple process and system improvement programs for different stakeholders- Implementation, Support, Shared services, PMO teams.
- Execute multiple continuous improvement projects globally with deliverables within agreed timescales and budgets.
- Creating frameworks for different teams for collaboration and increasing efficiency and smooth communication thus increasing efficiency..
- Operationalized escalation and audit framework across different verticals to identify value and help
Senior Program Manager
Citrix India Pvt Ltd
03.2017 - 11.2021
- Implementation of SaaS based software - Coveo Salesforce within the organization
- Designed , executed and operationalized continuous Improvement Loopback framework for all the projects with critical KPI's
- Identify and Drive POC for new technology and innovations and later deploy them to the entire organization.(1500 Head count).
- Migrated Entire organization from salesforce classic to salesforce lightning platform through project management workflow.
- Optimized KCS Program
- Working with external customers to understand their business needs and structure to better align the resources within the organization
- Working and analyzing wastes in the process, creating process to finally eliminating.
- Managed production and approval of project plans and methods, ensuring activities were appropriately coordinated for optimum results.
- Spearheaded special projects and resolved complex problems that impacted management and business direction.
- Coordinated cost-effective solutions across teams, significantly reducing Case closure time.
Business Consultant
TechMahindra
10.2016 - 03.2017
- Risk identification, control testing and process improvement procedures.
- Supervised and coordinated projects for external auditors and examiner evaluations.
- Reported internal control issues to management and supplied comprehensive recommendations to mitigate the associated risks.
- Gathered data for internal audits through interviews, financial research and downloads.
- Met with clients to identify and assess business controls, risks, process gaps and work flow inefficiencies.
- Conduct regular internal audits under the ISO and CMMI standards for different accounts.
Workload Manager
IBM INDIA PVT LTD
06.2011 - 10.2016
- Change , Incident , Operations and Event Management.
- Monitored staff delivery and observation activity in accordance with company policy, ensuring all programme areas and deliverers were observed routinely.
- Provided organizational leadership to develop effective business plan and promote organizational vision.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Work with line managers on department performance and KPIs.
- Championed professional development and high performance by overseeing employee recognition programe.
Education
MBA - Operations & SCM and Leadership & Strategy
NMIMS UNIVERSITY
2021
Bachelor Of Engineering - Electronics and Communication
M S ENGINEERING COLLEGE
2010
Skills
- Program Management
- Project management
- Loyalty CRM Implementation
- SaaS Implementation
- People Manager
- Lean Six Sigma Green Belt Certified
- ITIL V3 Certified
- Continuous Improvement Expert
- Kepner Tregoe Certified
- Design Thinking Certified
- Client Relationship Management
- Customer Success
- Internal Auditing -ISO ,TSIA
- Operations management
- Risk Management
- Change Management
Accomplishments
- Implementation of SaaS products across various customers with successful ROI.
- Implementation of Loyalty Program or 5 popular brands and 5 medium brands - US and India
- Created a new IT vertical to manage 24/7 support center operations.
- Implemented AI project within Citrix with Successful Adoption
- Migration of Entire organization from service now to salesforce
- Ran Six Sigma Project which Improved NPS Score of Product group by 15 points.
- Designed, Created and Implemented end to end Change Management Framework for entire support organization.
- Designed, Created and Implemented Escalation Management Framework for several organizations(Engineering UI, Support, MS)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Interests
Trekking
Travelling
Gaming
Certification
- Certified ITIL Foundation,IBM
- Licensed Lean Six Sigma Yellow Belt Certification
- Licensed Kepner Tregoe Specialist
Timeline
Program Manager
Capillary Technologies Pvt Ltd
10.2022 - Current
Lead Project Manager
Sprinklr
12.2021 - 10.2022
Senior Program Manager
Citrix India Pvt Ltd
03.2017 - 11.2021
Business Consultant
TechMahindra
10.2016 - 03.2017
Workload Manager
IBM INDIA PVT LTD
06.2011 - 10.2016
MBA - Operations & SCM and Leadership & Strategy
NMIMS UNIVERSITY
Bachelor Of Engineering - Electronics and Communication
M S ENGINEERING COLLEGE
Similar Profiles
Punit Kumar BhartiPunit Kumar Bharti
Team Lead, Customer Success at Capillary TechnologyTeam Lead, Customer Success at Capillary Technology
Roopa SBRoopa SB
Digital Campaign Manager at Aghreni Technologies Pvt. LtdDigital Campaign Manager at Aghreni Technologies Pvt. Ltd
Roopa SBRoopa SB
Campaign Manager at Kenscio Digital Marketing Pvt LtdCampaign Manager at Kenscio Digital Marketing Pvt Ltd
Sijith VJSijith VJ
Principal Software Engineer at OraclePrincipal Software Engineer at Oracle
Sreeram TRSreeram TR
Catalog Manager at AmazonCatalog Manager at Amazon