Prasanna Kumar Basavaraju
FastTrack Partner Manager
Bangalore
Summary
Dynamic leader with a proven track record at Microsoft, excelling in strategic planning and customer relationship building. Spearheaded partner management initiatives, enhancing business outcomes and customer satisfaction. Skilled in team collaboration and innovation, significantly improving project delivery and partner engagement. Achieved notable success in driving results through effective communication and analytical skills.
Overview
24
24
years of professional experience
3
3
Certifications
5
5
Languages
Work History
FastTrack Partner Manager
Microsoft (As A Vendor Through Concentrix)
05.2020 - Current
- Collaborate with Business partners to define success, manage change impact and shape metrics from the user/partner perspective to enable clear measurement of the outcome
- Develop success plans with business stakeholders that include relevant metrics and key performance indicators to demonstrate results, identify improvement opportunities and evolve the strategies
- Lead adoption activities, oversee critical issues with significant impact, guide corrective action activities, and implement learning
- Engage with Field Marketing counterparts to create demand generation campaigns with named partner accounts to improve time to customer value and expanded pipeline week over week
- Focus on ensuring Partners can deliver value to Microsoft customers successfully and maximize the value they receive from solutions and attain their business outcomes through any relevant subscription service
- Develop a clear and concise understanding of the partner and/or customer needs, strategies, operational maturity and business goals as well as those of the industry in which they function
- Operate and execute with “C” level partner executives by visiting partner locations, participating in partner executive briefings, and quarterly business reviews
- Coordinate and deliver training programs for our key partners based on best practices deployed by Microsoft
- Develop success plans for partners that include relevant KPIs, potential issues, and recommendations
- Conduct service reviews that highlight partner and program successes, milestones, opportunities, and gaps
- Drive Monthly & Quarterly Business Reviews with partners and Partner Account Management teams
- Drive new business opportunities in existing end user accounts. Works with Partners to complete ‘white space’. Maintains complete and up to date Partner Account Plans as required, achieving buy-in for plans with the Partner Develops and maintains Teaming Agreements with Partner
Support Escalation
Microsoft
10.2012 - 05.2018
- Improved team productivity by providing technical guidance and mentoring junior engineers.
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
- Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
- Developed positive working relationships with stakeholders to effectively coordinate work activities.
- Presented technical findings to stakeholders, ensuring clear understanding of project status and goals.
- Provided input to team lead regarding areas for process and procedural improvement.
- Optimized engineering processes by implementing innovative solutions and streamlining workflow.
- Developed work plans for various personnel roles based on strengths and talents.
- Trained and mentored competent and flexible workforce to meet project needs and promote positive work environment.
- Developed planning criteria for integrating and enabling new technologies.
- Participated in formal internal design reviews of proposed products and components.
- Interacted with subject matter experts to develop training material and tools for personnel.
- Assisted in developing cost-effective solutions to engineering problems.
- Led engineering teams to successfully complete projects on time and within budget.
Team Lead
Microsoft
08.2006 - 10.2012
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Implemented process improvements that led to reduced turnaround times for critical tasks without compromising quality.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Developed succession planning strategies to ensure continuity of leadership within the team and facilitate smooth transitions during organizational changes.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decisionmaking.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Held weekly team meetings to inform team members on company news and updates.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Evaluated customer needs and feedback to drive product and service improvements.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated staff performance and provided coaching to address inefficiencies.
Support Engineer
Microsoft
03.2004 - 08.2006
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Developed strong relationships with key clients, acting as their primary point of contact for all technical concerns.
- Reduced response times by prioritizing urgent requests and escalating issues when necessary.
- Maintained high levels of customer satisfaction, even during peak times or high-volume ticket periods.
- Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
Customer Support Executive
Ample Technologies (P) Ltd
12.2000 - 10.2003
- Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
- Listened to customers' questions and concerns to provide answers or responses.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.
Education
Bachelor of Science - Computer Science
Vishveshwara Puram College of Science
Bangalroe 04.2001 -
Skills
Strategic Planning
Certification
ITIL Foundation Certified
Timeline
FastTrack Partner Manager
Microsoft (As A Vendor Through Concentrix)
05.2020 - Current
Support Escalation
Microsoft
10.2012 - 05.2018
Team Lead
Microsoft
08.2006 - 10.2012
Support Engineer
Microsoft
03.2004 - 08.2006
Bachelor of Science - Computer Science
Vishveshwara Puram College of Science
04.2001 -
Customer Support Executive
Ample Technologies (P) Ltd
12.2000 - 10.2003
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