Ravneet Chadha
Head of CRM Product & Digital Transformation
Bengaluru
Summary
- Working as a Head of CRM Product defining the product vision and strategy for CRM software
- Takes ownership of the product's future vision and passionately promotes it to customers
- Develop and maintain a product roadmap that aligns with business goals and customer needs
- Oversee the entire product development lifecycle from concept to launch, ensuring timely delivery and high quality
- Monitor product performance using key metrics such as user adoption, customer satisfaction, and revenue growth
- Ensures successful design, deployment, and adoption of solutions from implementation to delivery
- Proactively engages in initiative-taking and preventive work to increase customer investment value and promote organizational health
Overview
10
10
years of professional experience
1
1
year of post-secondary education
5
5
Certifications
Work History
Head of CRM Product Design & Digital Transformation
Euronext Solutions
09.2022 - Current
- Working as the Head of CRM Product and leading a global organizational product strategy and vision 'One Organization, One CRM' digital programme
- Drive the product charter with the gamut of the business, responsible for identifying the user needs, defining product constructs and user journeys
- Led product strategy and execution, driving a 20% yearly growth in product usage through continuous feature releases, targeted training sessions, effective communication, and comprehensive change management initiatives
- Engage with internal stakeholders to conduct interviews, including sales, marketing, and customer support, to gather input and align product initiatives
- Managing a team of Product Owners and working closely with them to define a global product roadmap that aligns with the vision of the stakeholders and organization
- Partner with the top-level management, C-level executives to develop strategies to encourage users to use new technologies for streamlines, shared and efficient way of working
- Partner with engineering to oversee the entire product development lifecycle from concept to launch, ensuring timely delivery and high quality
- Track key performance indicators (KPIs) to gauge the success of the digital initiatives and analyze and monitor metrics and data to assess how digital attempts have fared
Senior Consultant – Dynamics 365/CRM
Avtex Solutions LLC
04.2020 - 09.2022
- Partner with client stakeholders to conduct discovery sessions and understand the business requirements and suggesting how best the requirements can be met with the proposed product
- Manage and execute entire projects or components of large projects from start to finish including gathering and documenting business requirements, implementation and UAT testing
- Develops, modifies, and implements applications and system across the Microsoft technology stack to deliver best-in-class solutions for our clients
- Develops sustainable business relationships with clients, gaining increased knowledge of their needs and challenges to implement effective solutions through Microsoft Business Applications offerings
- Contribute towards the stability and vision of the application based on the feedback from the business end users
- Plan and assist the team in drafting statements of work to include estimation of effort/cost
- Develop analytical and insightful recommendations to meet deliverable targets, complete project tasks within budget and to customer satisfaction
- Accountable for functional testing and documentation of results for all new projects / change requests
- Conduct user training and preparation of user manuals
CRM Functional Consultant
Burr Pilger Mayer LLP
10.2019 - 04.2020
- Collaborate with Business Development, Marketing, Resource Scheduling departments to identify opportunities for business process optimization, understand their ongoing and new processes
- Gathering business requirements to create, update, review and approve business requirement documentation for new and existing projects
- Designing email templates, OOB workflows and business rules to automate the business process
- Creating custom fields, views, dashboards, forms, workflows and Power Automate Flows
- Conducting workshops with business users for training and adoption of overall solution
- Lead successful implementations and focus on how solutions address the broader business and technical needs of organization
- Create priorities of enhancements, create a delivery plan
- Create mock-ups for the To‐Be system and create presentation for the stakeholder meeting
- Showcase the To‐Be system to the stakeholders and acquire their approvals
- Writing up user guides
- Accountable for Data Migration and Data Integrity
Senior System Engineer/ Functional Analyst
Thomson Reuters
07.2017 - 09.2019
- Hosting online meetings with business stakeholders to gather business requirements
- Funnelling functional and technical requirements separately
- Assisting with new user onboarding, training/providing functional overview of the product
- Plan the functional design for the gathered requirements
- Implement and deliver proposed solution
- Setting up user access, permissions, security roles, teams, business units
- Creating custom fields, views, dashboards, forms, workflows as and when required
- Leveraging XRM Toolbox for customizing ribbons, layout replicator, bulk workflow execution
- Designing email templates, OOB workflows and business rules to automate the business process
- Play a Functional expert role by analysing and providing solution to the customer query
- Working with 3rd party marketing solution providers such as Click Dimensions and Concep to automate the marketing preferences for the contact entity and to ensure smooth integration of the product
Operations Analyst
Unisys Global Services
06.2015 - 07.2017
- Worked as an Operations Analyst for Microsoft Dynamics CRM, AX and Retail POS
- Assist with new user onboarding, user access, and training
- Client interaction in understanding both business goals and technical requirement
- Accountable for customizing and tailoring the dynamics application for Sales module
- Thorough understanding of retail application environment and its day-to-day operations Setting up products, price lists and product catalogues
- Designing customized forms, workflows, dashboards based on the needs of the users
- Providing functional overview of the complete sales process starting from Lead to Invoice
- Break fix issues with Leads, Quotes, Opportunities and Orders
- Managing a team of 5 service engineers and responsible for on boarding/training for new hires
Education
Bachelor of Technology - Computer Science
Kurukshetra University
01.2015 - 12.2015
MBA - Marketing
Chandigarh University
Skills
Business Analysis
Certification
Microsoft Certified Power Platform Solution Architect Expert
Timeline
Head of CRM Product Design & Digital Transformation
Euronext Solutions
09.2022 - Current
Senior Consultant – Dynamics 365/CRM
Avtex Solutions LLC
04.2020 - 09.2022
CRM Functional Consultant
Burr Pilger Mayer LLP
10.2019 - 04.2020
Senior System Engineer/ Functional Analyst
Thomson Reuters
07.2017 - 09.2019
Operations Analyst
Unisys Global Services
06.2015 - 07.2017
Bachelor of Technology - Computer Science
Kurukshetra University
01.2015 - 12.2015
MBA - Marketing
Chandigarh University
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