Pranav Bhatnagar
New Delhi
Summary
Dynamic Program Manager with a proven track record at ServiceNow, specializing in partner enablement and onboarding, and customer experience management. Expert in leveraging Adobe Creative Cloud Express for impactful training programs. Excelled in stakeholder collaboration and data-driven process optimization, significantly enhancing program performance and partner satisfaction.
Overview
15
15
years of professional experience
5
5
Certification
Work History
Program Manager-Partner Experience
ServiceNow Software Development India Private Limited
Remote
10.2022 - Current
- Refine and develop partner-first resources that enable partners to be an extension of ServiceNow.
- Work cross-functionally with other partner-oriented teams across the organization, i.e., (Partner Marketing, Partner Solutions, and Partner Programs) to ensure a holistic partner approach.
- Strong project management skills throughout the project, including requirements gathering, stakeholder management and communication, and driving tasks on a timeline to completion.
- Provide key data analysis of enablement programs to ensure that the team is delivering impactful resources.
- Identify gaps in knowledge and processes, and work with all levels of leadership (internal and external) to ensure the rapid deployment of training and tools needed to address those gaps.
- Leverage assets from, and partner with, other ServiceNow functions to drive knowledge acquisition and skills development.
- Develop and execute capacity, talent, and New Product Introduction (NPI) plans to ensure partners are well positioned for successful build, sales, pre-sales, and delivery capacity.
- Proactively engage with appropriate internal stakeholders, strategic partner representatives, partner sales management, and partner program teams to identify, define, prioritize, recommend, and develop successful training and enablement plans for target partners.
- Curating the Partner Success Pages dedicated to your modules, ensuring that content is up to date and aligned with the partner programs’ releases.
- Execute partner communications to encourage continuous awareness, understanding, and adoption of the partner program among your group of partners.
- Support partners during their onboarding with programs such as Partner FastTrack, and create custom content for their specific module.
- Supporting the global ON24 webcast process from request through delivery, ensuring that stakeholder needs are met on time.
- Interact with external partner teams to promote webinars, and work with internal stakeholders to determine calendar priority, aligned to overarching partner enablement goals.
- Communicated regularly with external partners to ensure alignment of strategies and goals.
- Analyzed data from various sources in order to identify areas of improvement within the organization's processes or procedures.
Adobe Commerce Customer Engineering Trainer
Adobe Systems India Private Limited
07.2015 - 09.2022
- Provide organizational socialization for new Adobe employees through materials such as videos, slide decks, meetings, and other methods of orientation
- Create, maintain, and deliver training content to new and existing employees
- Keep all training material up to date with the latest updates and changes
- Connect with cross-functional teams to identify new areas of training and keep published content up-to-date and relevant
- Work with partners handling Adobe business on timely completion of training, opportunities, and impact
- Growing the quality of customer engagements by reviewing support cases, engineer coaching and mentoring, customer survey response reviews, driving 3rd party vendor ticket quality, and analysing partner efficiency
- Providing process mentorship and recommendations to Engineers requesting assistance, or through insights gained through case reviews
- Capturing Engineer feedback for system-wide improvements and articulating them to leadership operations and program teams
- Identifying training needs to improve Engineer knowledge and/or soft skills
- Driving process adoption and compliance across the engineer population and ensuring consistency
- Optimizing, creating, modifying existing processes where required, and analysing ticket flow for efficiency gains
- Project-based work to drive and support operational initiatives
Customer Experience Manager/Partner Enablement Manager
Adobe Systems India Private Limited
07.2015 - 09.2022
- Execute, maintain, & and improve the overall Quality Assurance strategy for the customer experience & and retention team
- Develop, review, and publish standards, policies and procedures for all functions involved with or related to the quality and testing
- Ensure all QA tools are fully utilized by all the members of the team and knowledge is properly transferred
- Create and maintain reports on Quality metrics for Adobe Global and present them to business stakeholders
- Execute project plans and revise them as appropriate to meet changing requirements aimed at meeting key business goals such as AHT, CSAT, OSAT and FCR
- Interact with all involved stakeholders to coordinate release plans for new CRMs/processes
- Created SOPs and training guides for projects involving multi-departmental coordination
- Train and manage the Quality Assurance and Risk and Compliance team for GE, EMEA & and JAPAC regions and manage other teams across the globe
- Monitor employee productivity and provide mentoring, constructive feedback, and coaching
- Design and implement process-level audit programs, reducing internal identification and traceability quality issues & and increasing departmental efficiency with improved reporting
- Conduct root cause analysis and the development of corrective action plans by tracking and reporting quality metrics for the department
- Provided key data analysis for multiple process improvement projects
- Conduct Root Cause Analysis (5 Whys Analysis/ Fish Bone Analysis) and Error Trend Analysis
- Documentation of quality metrics, communication of root causes to operations and carrying forward lessons learned from quality concerns
- Created month-on-month training modules for Adobe Global based on the top opportunity areas for implementing the ARR
- Work closely with the Partner teams and stakeholders with a focus on training the key business KPIs
- Coordinate with process heads and strategy team to forecast the expected ARR for the financial year and discuss red-flag instances impacting the business revenue
American Express India Pvt. Ltd.
08.2013 - 02.2015
EXL Global Services Private Ltd.
11.2011 - 07.2013
Intelenet Global Services
06.2010 - 09.2011
Education
B.A(P) -
Delhi University
01.2010
S.S.C. -
C.B.S.E
01.2007
Skills
- Project Management
- Partner enablement and onboarding
- Customer Experience Management
- Training and Development Programs
- Stakeholder collaboration
- Data analysis and reporting
- Process Optimization
- Adobe Acrobat Professional
- Adobe Creative Cloud Express
- Program performance analysis
- Team training and development
Accomplishments
- Established a new customer retention and experience partner site in Jaipur and Bangalore for Adobe
- Set up a new ‘Retention Risk and Compliance team, meeting the ARR yearly targets, and CSAT
- Executed 25 webinars and 5 partner roadshows globally, increasing partner program visibility and partner registrations
- Launched a new enablement program, 'Level Up,' increasing the number of certified professionals in the partner ecosystem
- Built the Partner Enagagement onboarding program for new hires
Affiliations
Partner Enablement Manager - Adobe Systems
03/2019-02/2020
- Training Content and Governance Workstream Lead: Designed a new training charter, training courses, and governance models
-
Customer Experience Manager - Adobe Systems
03/2020 to 05/2022
- New Hire Onboarding Workstream Lead: Create persona-based journeys for retention, customer, and technical support for new hires globally
-
Program Manager, Partner Experience - ServiceNow
10/2022 to Present
- Partner Talent Onboarding: Create a persona-based onboarding journey for global partner talent across sell, solve, build, deliver, and operate roles
- Partner Success Centre Transformation: Conduct interviews, survey research, and gather feedback from partner folks for content page structure and design
- Spearhead the PSAT initiative for partner experience team including setting up a voice of partner committee, identifying key action items and building experience roadmap.
Certification
- Dale Carnegie: Train the Trainer
- KPMG - Lean Six Sigma Green Belt Certification
- KPMG - Learning and Development Professional
- COPC: Best Practices for Quality Management
- Adobe-Certified Coaching and Feedback Professional
- Project Management Professional-PMI- In Progress
Languages
English
First Language
Hindi
Proficient (C2)
C2
Interests
Reading
Trekking
Cooking
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteHybridRemoteImportant To Me
Work-life balanceCompany CultureStock Options / Equity / Profit SharingPersonal development programsHealthcare benefitsPaid time offCareer advancementTeam Building / Company RetreatsTimeline
Program Manager-Partner Experience
ServiceNow Software Development India Private Limited
10.2022 - Current
Adobe Commerce Customer Engineering Trainer
Adobe Systems India Private Limited
07.2015 - 09.2022
Customer Experience Manager/Partner Enablement Manager
Adobe Systems India Private Limited
07.2015 - 09.2022
American Express India Pvt. Ltd.
08.2013 - 02.2015
EXL Global Services Private Ltd.
11.2011 - 07.2013
Intelenet Global Services
06.2010 - 09.2011
- Dale Carnegie: Train the Trainer
- KPMG - Lean Six Sigma Green Belt Certification
- KPMG - Learning and Development Professional
- COPC: Best Practices for Quality Management
- Adobe-Certified Coaching and Feedback Professional
- Project Management Professional-PMI- In Progress
B.A(P) -
Delhi University
S.S.C. -
C.B.S.E
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