Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Technicalsummary
Attributes
Timeline
Generic

Saurabh Bhatnagar

Pune

Summary

A highly skilled Technical Consultant with over 10 years of experience in providing technical support, troubleshooting, and customer success within the SaaS industry. Extensive expertise in APIs, automation, cloud technologies, and customer onboarding. Adept at solving complex technical issues, enhancing customer experience, and collaborating cross-functionally to improve processes and product functionality. Passionate about continuous learning and driving positive outcomes through efficient systems and processes. Known for a proactive, customer-first approach, and delivering results in high-pressure environments.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Technical Consultant

AppDirect India
01.2021 - Current
  • Company Overview: AppDirect is an online commercial platform company
  • It carries out the selling, distributing, and managing of cloud-based products and services
  • Being a company that makes technology accessible to the world at a truly global scale
  • AppDirect offers the largest portfolio of best-in-class SaaS solutions in the world
  • These products include software and services from nearly 300 industry-leading vendors, such as Microsoft, Google, IBM, Adobe, Zoom, Box, and more
  • Help find, scope and estimate customizations for the marketplace
  • Providing technical expertise to the customers & identified solution integrators
  • Run Demos, POCs, Workshops to Solution integrator teams and customers
  • Requirement Analysis: Break down and translate complex technical and business requirements into actionable and well-understood tasks for software development
  • Provide assistance on the delivery of out-of-the-box as well as highly custom solutions to the customers
  • Configure the marketplace for the customer and Setup of App Profiles (Non- Network Catalogue)
  • Serve as a point of contact to customers during validation and implementation of the Marketplace
  • Validate and submit customer migration files
  • Provide assistance to the customer during migration
  • Help customers to onboard the ISV's from scratch like O365, G Suite, Service Now, Web Hosting & Domain apps
  • Help the customer on implementations using the theme customizer tool
  • Develop a partner-mentality with customers and navigate the relationship with expert interpersonal skills
  • Generation of the manual (Ad-hoc) reports for customers
  • Aid in the pre-sales process to thoughtfully and compellingly present Appdirect professional services delivery methodology to our prospects
  • Train the Solution Integrator teams on the associated technologies related to Appdirect product offerings around customer engagement and support and enable them to be market competent
  • Participate in planning conversations to identify requirements and feasibility of requests
  • AppDirect is an online commercial platform company
  • It carries out the selling, distributing, and managing of cloud-based products and services
  • Being a company that makes technology accessible to the world at a truly global scale
  • AppDirect offers the largest portfolio of best-in-class SaaS solutions in the world
  • These products include software and services from nearly 300 industry-leading vendors, such as Microsoft, Google, IBM, Adobe, Zoom, Box, and more

Team Leader

Google Maps/ Google My Business
01.2014 - 11.2020
  • Company Overview: Google My Business is a platform which let customers create their business page for their business and let the business page connect to Google Maps
  • Customers will get all the benefits of Google Maps
  • Getting requirements from vendors for their business pages & ensure deliverables are prepared to satisfy project requirements and schedule
  • Drive and execute client's requirements and ensure timely delivery
  • Developed and executed detailed customer's requirements through Google Help
  • Achieved and met timely customer requirements by engaging and conducting business reviews with marketing, L2 and other Stakeholders
  • Assessed user feedback and led initiatives for product adjustments to grow customer base and overall customer satisfaction
  • Developed relations with clients to drive content and opportunity for new platforms
  • Built a high performance team by coaching them
  • Ensure deliverables are prepared to satisfy the project & process requirement, cost and schedule
  • Played a key role in improving and enhancing the process
  • Preparing weekly & daily reports for clients and meeting them to discuss the weekly performance
  • Provide Google Map vendors with technical expertise and identified solution integrators
  • Google My Business is a platform which let customers create their business page for their business and let the business page connect to Google Maps
  • Customers will get all the benefits of Google Maps

Team Leader

Special Project
01.2016 - 01.2017
  • Company Overview: A process developed as an internal initiative taken by us to improve our turnaround time of the customer support issues to help and satisfy the customer
  • Previously we were taking 4 days to resolve customer issues
  • We made the strategies and build a plan to overcome this 4 days challenge and we started testing this process in three different locations
  • We started this process in different markets just to understand different customer issues and modify our strategies if required
  • We successfully reduced the time to 24 hours for any customer issues and now this process is accepted globally for Google My Business
  • A process developed as an internal initiative taken by us to improve our turnaround time of the customer support issues to help and satisfy the customer

Team Leader

Google Adwords Express
01.2016 - 01.2017
  • Company Overview: Google AdWords express is a feature provided by google to support small businesses
  • It is used to reduce the difficulty of managing ad campaigns by automatically managing keywords and ad placement
  • I was assigned to this project in India during its initial stage
  • Managed the team of 15 members to run this project for India Market
  • Build strategies and set up the goal with a timeline to complete this project
  • After the successful launch of this project I also used to provide vendors with the costing of the subscription according to their need
  • This results in customer satisfaction as well as business revenue
  • Because of my depth knowledge about this project I was able to satisfy the customer even with their low budget business
  • Google AdWords express is a feature provided by google to support small businesses
  • It is used to reduce the difficulty of managing ad campaigns by automatically managing keywords and ad placement

Education

BCA -

NIMS University
01.2014

12TH -

CBSE
01.2005

10TH -

BIHAR BOARD
01.2003

Skills

Key Skills

  • Technical Support and Troubleshooting: SaaS, APIs, REST/SOAP, JSON, XML
  • Cloud Platforms: AppDirect, Google Cloud, SaaS Products (O365, G Suite, ServiceNow)
  • Automation and Tools: Postman, Splunk, Datadog
  • Database Management: MySQL, SQL Server
  • Customer Success: Onboarding, Escalation Management, Technical Workshops
  • Collaboration: Cross-functional communication, stakeholder management
  • Project Management: Agile, Scrum, Lean Six Sigma Green Belt
  • Documentation: Creating Guides, Slack Updates, and Process Documentation
  • Performance Metrics: AHT, CSAT, Queue Management, SLA Adherence

Certification

  • Scrum 101- A fundamental look at the agile Scrum Master role.
  • Agile PM 101- Learn the truth about Agile versus Waterfall.
  • Lean Six Sigma Green Belt Online Course.

Accomplishments

  • Lead the team for timely achievement of targets and received best team award for WFH during Covid.
  • Achievement & Appreciation testimonies from giants like Vodafone, DT.
  • Got rewarded as best Team lead - Operations for all 4 quarters in 2018 & 3 quarters of 2019 in Cognizant.
  • Got rewarded as best SME operations for the year 2016 & 2017.

Technicalsummary

  • Experience working with Microsoft Suite, Jira, etc.
  • Experience in working on SOAP, REST API'S Postman.
  • Good knowledge in SQL Server, MySQL, XML, JSON.
  • Working experience with SPLUNK, DATADOG to fetch/trace data logs.
  • Have good knowledge on the Database.

Attributes

Listening to music, Playing and watching cricket, Believes in sanguine attitude, hard work and completing the responsibilities assigned., Extrovert and straight forward.

Timeline

Technical Consultant

AppDirect India
01.2021 - Current

Team Leader

Special Project
01.2016 - 01.2017

Team Leader

Google Adwords Express
01.2016 - 01.2017

Team Leader

Google Maps/ Google My Business
01.2014 - 11.2020

BCA -

NIMS University

12TH -

CBSE

10TH -

BIHAR BOARD

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Saurabh Bhatnagar