Sasanpuri Manoj Kumar

Dynamic Program Manager with a proven track record at Avaya, excelling in program management and operations. Expert in new product introduction and risk mitigation, I led cross-functional teams to enhance customer success, achieving a 90% satisfaction rating. Skilled in JavaScript and fostering team motivation for optimal performance.

• SC-100 : Azure Security Engineer Associate, 4D4BFF43C3AD8E5
• AZ-500 : Security Operations Analyst Associate, E861B74A0A3E6ED
• Amazon Connect, On going certification
• CISA, ISACA, Hyderabad Chapter, Trained
• Scrum Master, LinkedIn Certification
• Agile Certified Practitioner, Currently studying
• ACSS, Contact Center
• NCSS & NCTS, Communication Server and Symposium Contact Center

• AVAYA, INDIA, Hyderabad, Telangana, India, Program Manager II (Compliance Analyst), 11/01/21, 12/01/24, Program Management for CCaaS solution (Avaya Experience Platform) which includes 3rd party solution integration., Designed and implemented professional services and support procedures for new features prior to market launch., Led cross-functional and extended teams for product readiness before market launch., Requirements owner for updating the support portal for ease of use to customers., Identifying gaps in product documentation and improve in benefit of Technical Support., Led a team of 4 to optimize quality and reduce costs, product improvements, integration of in-house AI tool with documentation and knowledge base portals, improvement in quality of technical documentation.
• AVAYA, Hyderabad, Telangana, India, Technical Operations Manager, 10/01/18, 10/01/21, Lead a team of 7 for support and implementing highly escalated sites based on the requirement., Seamless Migration 34 AWFOS Server to the latest Release within 10 hours remotely., AWFOS Lead the Off-Shore global support, setting an example for high revenue in teams., Engaged in Train the Trainer and growth and upskill the team members., Service Delivery Quality Process Improvement and Escalation Management., Hiring, Scheduling and Training of Interns for support services., Lead Strategic Enabler Initiatives (Services Revenue Improvement, Customer Service Experience, Great Place to Work, Develop People).
• Avaya, Hyderabad, Telangana, India, Customer Success Manager, 09/01/12, 09/01/18, Provided advisory services to maximize a customer's ROI and was responsible for every aspect of the customer journey post-sales handoff., Demonstrated history of conducting onboarding sessions for 40+ enterprise & mid-segment customers., Spearheaded the entire Customer Success initiatives from sales handover, onboarding, training, and implementations to Go-Live., Driving customer retention, risk mitigation, churn mitigation, adoption, usage, customer surveys, success plans, health checks, and NPS., Collaborating with the account manager, support, and product team for upselling/cross-selling, issues resolution, and product gaps resp., Delivering Strategic success plans and business reviews to understand customer lifecycle milestones, communicate the value of the product., Enabling the customer on the product features, sharing best practices, and latest roadmap updates for quicker adoption.
• Nortel Networks, Gurgaon, Haryana, India, Customer Support Advocacy Manager, 01/01/08, 08/01/12, Managed the portfolio of 5 high-value accounts and 3 business partners contributing a 15% increase in annual revenue., Proactively identified and resolved customer issues, achieving a 90% satisfaction rating on the post-support surveys., Successfully onboarded and trained over 14 clients, reducing implementation time by 20% and increasing product adoption by 30%., Maintained strong relationship with clients, resulting in a 95% client retention rate and 15% increase in upsell opportunities., Coordinated with sales and product teams to align customer needs with company objectives, resulting 35% increase in customer success stories.