Rohita Koul
Associate Architect
Pune
Summary
Technology leader with deep experience in leading Customer Success and Project Implementation businesses and a successful track record of working with complex, global organizations with $50M to $1B in revenues. I am known for implementing product customizations, leading new support service and product revenue streams with peak-performing global organizations and stronger portfolio value.
My blend of technical and leadership acumen, and my passion and focus on emerging technologies and competitive trends, has been key to my role in the current organization.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Lead Software Engineer - Associate Architect
Icertis Solutions Private Limited
Pune
01.2020 - Current
- Leading the L3 support for dedicated Strategic US Customers as they transition from Implementation to active users of the Product.
- Building successful Customer relationships, Adhered to KPI, SLA commitments. Responsible for all Customer escalations and the cross functional team communications. Handled escalated accounts and complex customer cases with personalized service.
- Sought out new Sales opportunities.
- Contributed to new product ideas using experience with Customer pain points.
- Created Streamlined procedures with the head of Customer Success for increased Customer Satisfaction.
- Managing a team of 10 agents, Liaising with internal teams for creating a seamless experience in upcoming product versions.
- Assisting with Challenging and difficult Client interactions.
Senior Software Engineer
Icertis Solutions Private Limited
Pune
08.2017 - 01.2020
- Worked with project managers, developers, quality assurance and customers to resolve technical issues.
- Trained and mentored junior developers and engineers, teaching skills in C# MVC, jQuery, SQL, JavaScript and working to improve overall team performance.
- Reviewed project specifications and designed technology solutions that met or exceeded performance expectations.
- Worked with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability and performance.
- Developed SSRS system inbuilt reports for the SLA metrics.
- Innovated a tool called Toggle so that FD dump data can be accessed across Icertis.
Software Engineer
Adweb Solution Private Limited
Pune
10.2015 - 08.2017
- Reviewed project specifications and designed technology solutions that met or exceeded performance expectations.
- Worked with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability and performance.
- Responsible for internal cross functional team escalations to meet Customer expectations.
- Identified and documented project changes with proactive budget oversight.
- Integrated third-party tools and components into applications.
- Discussed project progress with customers, collected feedback on different stages and directly addressed concerns.
Associate Software Engineer
Icertis Solutions Private Limited
Pune
01.2013 - 08.2015
- Researching, designing, implementing and managing software programs (Icertis Contract Management Platform). Testing and evaluating new programs.
- Writing and implementing efficient code. Identifying ares of modification to optimize existing programs.
- Azure : Deploying Software tools, processes, metrics. Maintaining and upgrading existing systems.
- Performed system analysis, documentation, testing, implementation and user support for platform transitions.
Education
High School Diploma -
Kendriya Vidyalaya
Jammu 03.2008 - 03.2009
Bachelor of Science - Electronics And Communication
Guru Nanak Dev University
Gurdaspur 05.2009 - 05.2013
Skills
Web-Development : C#, MVC, jQuery, Javascript, SSRS
Database : SQL
Azure, AI/ML
Customer Success, Customer Support in SaaS environment, On-boarding, Adoption, Expansion, Renewals, Service and Support strategy, Service delivery setup, Service readiness, Off-shoring/outsourcing, Knowledge Management
Requirement gathering, Project planning, Cross-functional Leadership, Program Management, Project Management, Training development and delivery, Services Lifecycle
Timeline
Lead Software Engineer - Associate Architect
Icertis Solutions Private Limited
01.2020 - Current
Senior Software Engineer
Icertis Solutions Private Limited
08.2017 - 01.2020
Software Engineer
Adweb Solution Private Limited
10.2015 - 08.2017
Associate Software Engineer
Icertis Solutions Private Limited
01.2013 - 08.2015
Bachelor of Science - Electronics And Communication
Guru Nanak Dev University
05.2009 - 05.2013
High School Diploma -
Kendriya Vidyalaya
03.2008 - 03.2009