Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
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Pankhuri Bharadwaj Kothari

Partner Success Manager
Bangalore

Summary

  • Results-driven and relationship-focused Partner Success Manager with a proven track record of driving growth through strategic partner enablement, onboarding, and lifecycle management. Adept at building strong, trust-based relationships with MSPs, resellers, and strategic alliances to ensure mutual success.
  • Demonstrated ability to manage cross-functional teams, influence stakeholders, and drive adoption of products and services through scalable partner success programs.
  • With over 19years of experience in IT and ITES, demonstrated excellent results while handling Operations
  • Outstanding relationship building, training and presentation skills. Intelligent, articulate and driven to succeed.
  • Expertise in delivering Contract-oriented SLAs and KPI, client relationship building and team handling.

Overview

18
18
years of professional experience
5
5
years of post-secondary education
2
2
Certifications

Work History

Partner Success Manager

NEXTHINK INDIA
Bengaluru
10.2023 - Current
  • Company Overview: Nexthink is not just the leader in the digital employee experience category, they invented the category. Their solutions combine real-time analytics, automation and employee feedback across all endpoints to help IT teams delight people at work. Their cloud-native platform pinpoints issues and solutions, automates response, and helps companies continuously improve their employees' experience, making them more productive, efficient, and happy at work.
  • Aligned to 3 Major Nexthink Enterprise Partners, owing and executing a comprehensive Partner success plan that emphasizes the critical pillars of people, processes, and technology, all aimed at effectively integrating Nexthink solutions and building DEX journey.
  • Be a Trusted Advisor to the Partner: Build relationships with key leadership contacts within the CIO organization and other influential stakeholders.
  • Deliver Value for the Partner: Identify, define, track, measure and share the overall impact and value of Nexthink. Guide the Customer on their journey and hold them accountable. Evangelize the customer's success (and with Partner and End-Customer stakeholders).
  • Deliver on-time Renewals & Achieve Renewal Targets: Align on account strategy with the broader account team and work to help deliver an on-time renewal (through extensive value-tracking activities and other PSM efforts)
  • Achieve Expansion Targets: Identify new opportunities for Nexthink, either through Professional Services engagements or upsell/cross-sell of additional Nexthink services and solutions. Align with the Account Team on expansion strategies and upsells to deliver results.
  • Maintain Customer Health: Have regular cadence with the right Customer contacts and understand current sentiment and issues. Identify and escalate any critical issue or risk of renewals, collaborating with the Account Team, including Account Managers, Solution Consultants, Professional Services, and Support Teams.
  • Host workshops that support educating and development of both Partner and customer journey in the use of the product and how to quantify the value of outcomes.
  • In partnership with the Account manager, participate in quarterly business reviews with key customer stakeholders to communicate progress against the success plan and provide thought leadership on the customer journey focused on required outcomes.
  • Act as the voice of the customer and provide feedback to Nexthink Product Management, R&D, Sales and Marketing teams.
  • Foster collaboration within the Nexthink ecosystem (internal and external) and share best practices to enhance the customer experience and business outcomes.
  • Update our CRM database and make sure that customer data is always accurate and reliable.
  • Nexthink is not just the leader in the digital employee experience category, they invented the category. Their solutions combine real-time analytics, automation and employee feedback across all endpoints to help IT teams delight people at work. Their cloud-native platform pinpoints issues and solutions, automates response, and helps companies continuously improve their employees' experience, making them more productive, efficient, and happy at work.

SW/Tech/Cloud Services Manager

Accenture India Pvt. Ltd
Bengaluru
05.2022 - 10.2023
  • Company Overview: Accenture is a multinational professional services firm that provides a wide range of services to clients in various industries around the world. In India, Accenture has a significant presence and is one of the largest employers in the country, with over 200,000 employees spread across several locations. Accenture India offers services in areas such as consulting, technology, operations, digital, and strategy, serving clients across industries such as banking, healthcare, consumer goods, and more. The company has been operating in India for several decades and has established itself as a leading player in the Indian IT industry.
  • Leading cross-functional teams to deliver IT services for large enterprise clients, meeting or exceeding agreed SLAs.
  • Identifying opportunities for process improvements and implemented solutions that optimized IT service delivery.
  • Managing budgets, resource allocation, and vendor relationships to ensure efficient service delivery.
  • Collaborating with clients to understand their business needs and align IT services accordingly.
  • Communicated with stakeholders at all levels to provide regular updates on service delivery performance and address any issues.
  • Managing end-to-end service delivery for a portfolio of clients, ensuring SLAs were met or exceeded.
  • Led a team of service delivery professionals, providing coaching and mentoring to ensure high-quality service delivery.
  • Working with internal teams to identify areas for process improvement and implemented solutions to optimize service delivery.
  • Building and maintaining strong relationships with clients, acting as the primary point of contact for service delivery issues.
  • Preparing and presenting regular service delivery performance reports to stakeholders at all levels.
  • Accenture is a multinational professional services firm that provides a wide range of services to clients in various industries around the world. In India, Accenture has a significant presence and is one of the largest employers in the country, with over 200,000 employees spread across several locations. Accenture India offers services in areas such as consulting, technology, operations, digital, and strategy, serving clients across industries such as banking, healthcare, consumer goods, and more. The company has been operating in India for several decades and has established itself as a leading player in the Indian IT industry.

Service Delivery Manager

HCL Technologies
Noida
10.2008 - 08.2021
  • Company Overview: HCL Comnet is a market leader in remote infrastructure management.
  • Driving Proactive Service Improvements to ensure better performance with sustainability.
  • Assisting with designing the solution and creating proposals during different stages of negotiation like RFP and RFS with customer for contract renewal.
  • Supervising DataCenter Lift&Shift Activity where customer's datacenter was migrated from old vendor premises to HCL's vendor, focusing on multiple failover testing to ensure migration was successful without any impact to business.
  • Reviewing various SLA based reports with thorough understanding of Reporting module in ServiceNow (Ticketing Tool).
  • Drive Service delivery meetings, onsite meetings and meetings with Customer Stakeholders to run through Operational, Tactical and Strategic Governance.
  • Ensuring all contractual deliverable & Targets for both internal & external stakeholders are met.
  • Monitoring the effectiveness of Incident Management Process and identify process improvement.
  • To lead a team of Service Quality Assurance Division (SQAD) whose mandate is to perform cross-functional activities across Infrastructure division and improve the overall Account level maturity and efficiency, ultimately bringing enhanced End-user Satisfaction.
  • HCL Comnet is a market leader in remote infrastructure management.

Global Service Desk Manager

HCL Technologies
01.2012 - 08.2018
  • Company Overview: HCL Comnet is a market leader in remote infrastructure management.
  • Managing a team of 54 team members across different locations. Assisting team on various technical and process related issues. Taking escalated calls from team members and escalate to the appropriate management level when thresholds are violated.
  • Ensuring all Contractual deliverables and in-scope Projects were achieved and maintained.
  • Reviewing SLA/KPI Reports, drive process improvement initiatives and bring Automation to enhance optimisation of resources, tools and process.
  • As part of PMO, actively communicating project's health, risks, issues, progress, achievements, and failures to ensure transparency and stakeholders alignment.
  • To create documents including SOPs, Onboarding material, Risk & Issue Tracker with Mitigation Plan.
  • To facilitate decision-making around changes to any of the following stakeholders expectations: project scope, timeline, quality, and cost.
  • Formed a Governance model around Nexthink based findings and actions planned and executed against its findings.
  • Evaluated the current ITSM process implemented in the environment and accordingly assisted ITSM Architect with creating new proposals for building enterprise service management.
  • Volunteered and participated in project team of implementing a proactive event monitoring tool called Workblaze by Nexthink.
  • HCL Comnet is a market leader in remote infrastructure management.

IT Service Desk Analyst & Shift lead

HCL Technologies
05.2008 - 01.2012
  • Company Overview: HCL Comnet is a market leader in remote infrastructure management.
  • AMD was one of the oldest HCL accounts. I joined AMD as a Sr. Analyst. After completing my tenure for 18 Months, I was promoted as a Shift Lead.
  • Managed a team of 10 L1 resources for AMD IT Helpdesk.
  • Worked as a first point of contact for all customer escalated issues and concerns.
  • My primary responsibility was to assist the team members with all their technical and process related queries.
  • Was responsible to prepare daily IT reports maintaining AHT and ATT. Allocate resources to Service Calls during and at the beginning of shift.
  • Barging & delivering feedbacks to agent calls. Tracking the progress of all Service Calls in shift during complete lifecycle.
  • Responsible for customer satisfaction, which involves discussing concerns with unhappy or angry customers and reviewing the result of customer satisfaction survey.
  • Preparing and maintaining Process Documents. Handling Client Visits and representing IT Service Desk. Knowledge Transitioning and imparting process training sessions.
  • HCL Comnet is a market leader in remote infrastructure management.

Technical Support Expert

IBM
05.2007 - 09.2008
  • Company Overview: Technical Support Expert -Voice/Chat /Email (Internet Service Provider for Home and small Office)
  • To deal with all technical queries related to Broadband through phone and email. Troubleshoot queries related to browsing, online search etc. Troubleshoot queries related to company software like antivirus and firewall.
  • Team huddles and coaching sessions about new or burning issues on the floor.
  • Preparing mails, documents and presentations about the new updates of the process.
  • Providing support and managing any of teams on the floor in the absence of respective Team Leaders and SME's.
  • Calling the customers back on the cases that are returned by various support groups after mentioning the additional troubleshooting steps which will resolve customer's technical issue.
  • Prepare presentations on the new updates, team building and other, quality updates and Company policies etc.
  • Technical Support Expert -Voice/Chat /Email (Internet Service Provider for Home and small Office)

Education

Bachelors in Arts - Psychology

Lady Shri Ram College For Women
New Delhi
01.2004 - 01.2007

10+2 - Arts

St. Josephs Convent
Patna
01.2002 - 01.2004

10th -

Rose Bud School
Patna

Skills

Strategic planning

Customer relationship building

Innovation mindset

Talent recruitment

Certification

ITIL 4 Foundation Certified, 2020

Personal Information

Date of Birth: 12/09/86

Timeline

Partner Success Manager

NEXTHINK INDIA
10.2023 - Current

SW/Tech/Cloud Services Manager

Accenture India Pvt. Ltd
05.2022 - 10.2023

Global Service Desk Manager

HCL Technologies
01.2012 - 08.2018

Service Delivery Manager

HCL Technologies
10.2008 - 08.2021

IT Service Desk Analyst & Shift lead

HCL Technologies
05.2008 - 01.2012

Technical Support Expert

IBM
05.2007 - 09.2008

Bachelors in Arts - Psychology

Lady Shri Ram College For Women
01.2004 - 01.2007

10+2 - Arts

St. Josephs Convent
01.2002 - 01.2004

10th -

Rose Bud School

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Pankhuri Bharadwaj KothariPartner Success Manager