Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Positions Of Responsibility
Timeline
Generic
Sanjay Sharma

Sanjay Sharma

Chennai

Summary

Strategic Product Manager with over 6 years of experience in the tech industry, including more than 3 years specializing in Product Management. Demonstrates a strong record of success in the SAAS sector, crafting strategies that elevate customer engagement, optimize ROI, and streamline operational efficiencies. Skilled in leading cross-functional teams to enhance product quality, supported by expertise in market research and data analysis throughout the product development lifecycle. Aiming to leverage this experience to drive innovation and growth within a forward-thinking organization.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Product Manager

Freshworks
Chennai
01.2024 - Current
  • Responsible for managing and optimizing social communication channels such as WhatsApp, Instagram, Facebook, Apple Messages for Business, LINE, SMS, and Telephony.
  • Established and managed partnerships with key industry players like Meta, Google, and Apple, driving channel growth and operational excellence.
  • Developed 17 new features to comply with Apple Channel requirements, building all features from scratch to republish the partnership with Apple, and onboard a major enterprise customer, generating a $50k USD ROI for the firm.
  • Designed and implemented self-onboarding solutions for customers across channels, achieving a significant reduction in contact rates to 11%.
  • Introduced MMS services in the SMS channel, driving growth and adoption in the NA customer region.
  • Created over 15 'Bring Your Telephony' applications integrating with Freshchat, including Zoom, Amazon Connect, Genesys, RingCentral, and Five9. This expansion into telephony channels onboarded 200 customers per quarter, adding close to $1 million in revenue by December 2024.
  • Enhanced Instagram’s social response capabilities, driving an 8% increase in channel adoption rates, and improving ROI for the organization.
  • Successfully deprecated the Google Business Messaging Channel and communicated alternative solutions to customers, effectively preventing churn, and reducing escalations.

Senior Solutions Consultant - Product Management

Freshworks
Chennai
05.2022 - 12.2023
  • Managed social communication channels and partnerships. Responsible for the growth of the social channels.
  • Establish and manage partnerships with industry leaders, such as Meta, Google, and Apple.
  • Build and oversee analytics dashboards, driving ROI insights for channel strategies.
  • Awarded 'Best Employee of the Year' in 2023.
  • Developed and implemented a Support Process SOP for all messaging channels, reducing agent response time to customers.
  • Selected for and completed a 4-week Product Management Certification from Reforge in 2023.
  • Led initiatives to improve WhatsApp contact rates, bringing them down to 5% by streamlining solution approaches, and transitioning customers to an embedded signup flow.
  • I have worked with major enterprise customers for the Hipo Funds program initiated by Meta, thereby increasing growth and adoption in WhatsApp, which is crucial from a partnership perspective and growth aspects in terms of ROI.
  • I have worked with a few cost-cutting mechanisms internally to identify and migrate all the WhatsApp phone numbers from on-premise to the cloud, thereby saving $50,000 per month for the company.
  • Optimized the onboarding for Google Business Messaging, which resulted in faster turnaround time and quick resolution for customers.

SMT Solutions Lead

HCL Technologies
Chennai
08.2020 - 04.2022
  • Worked for the FS Presales team, building solution components by analyzing RFPs, and addressing customer pain points in the UK & I region.
  • Tasks included bid management, due diligence, stakeholder management, scope determination, implementation timeline planning, commercials, transition planning, KT handover, project management, and resource allocation. Created a dashboard for the solution tracker using Power BI, which is widely used by regional delivery heads for weekly status updates.
  • Created a dashboard for the solution tracker using Power BI, which is widely used by regional delivery heads for weekly status updates.

Applications Developer

BNY Mellon Technology Pvt Ltd
Chennai
11.2016 - 05.2018
  • I worked on an Agile-based data governance project, integrating tools like Collibra and IDQ.
  • I ideated the concept of handling APIs in the NEXEN Platform, growing as a full-stack developer in AngularJS and SQL.
  • Awarded 'Best Rookie of the Year' for excellence in the Data Governance project in 2017.

Education

MBA -

IFMR Graduate School of Business
Andra Pradesh
03-2020

B.E - Computer Science

Anna University
Chennai, India
03-2016

Skills

  • Feature Opportunity Validation & Design
  • Feature Development & Launch
  • Risk Management & Product Prioritisation
  • Roadmap Planning & Iteration with Performance Evaluation
  • Market Research & Data Validation
  • Requirement Gathering & Stakeholder Management
  • Product Vision & Scope Definition
  • Agile Methodology & SDLC
  • Sprint Planning

Certification

  • Product Management Certification, Reforge, 01/11/23
  • Lean Six Sigma Green Belt, KPMG, 02/01/19

Accomplishments

  • Best Employee of the Year, Freshworks, 2023
  • Awarded "Best Rookie of the Year" in 2017.
  • Merit Scholarship, IFMR GSB, 2019

Positions Of Responsibility

  • Product Manager, Led two squads at Freshworks to drive messaging channel growth.
  • Sports Secretary, IFMR GSB, Organized college sports events., 2018-2020
  • Associate Member, SOUL Society, Conducted educational improvement initiatives.

Timeline

Product Manager

Freshworks
01.2024 - Current

Senior Solutions Consultant - Product Management

Freshworks
05.2022 - 12.2023

SMT Solutions Lead

HCL Technologies
08.2020 - 04.2022

Applications Developer

BNY Mellon Technology Pvt Ltd
11.2016 - 05.2018

MBA -

IFMR Graduate School of Business

B.E - Computer Science

Anna University

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Sanjay Sharma