Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Saurabh Kapahi

Saurabh Kapahi

Project Manager/Customer Success - PMP, Prince 2 Agile Certified
Gurgaon

Summary

PMP & AWS certified bringing forth experience in enterprise-class SaaS software implementations, including project management, client-facing experience, Customer Success and a proven track record of delivering complex projects on time and within budget. Skilled in project planning, resource allocation, risk management, and stakeholder communications. Excel at liaising between business and functional teams to achieve on-time project completions. Seeking a strategic and highly visible role in a fast-paced environment that values innovation, collaboration, and client success.

Overview

17
17
years of professional experience
1
1
year of post-secondary education
8
8
Certifications

Work History

Customer Success Manager

Navisite India Pvt Ltd
Gurgaon
12.2021 - 05.2023
  • Customer Success Manager/Client Services - Facilitated regular meetings with stakeholders to address formal agendas, meeting minutes and action item follow-ups. Managed service escalation by identifying issues, containing impact on clients and addressing issues until brought to resolution.
  • Managed all stages of new client onboarding with meaningful communication to garner all relevant information for required documentation.
  • Collaborated with customer stakeholders to analyze and prioritize defects and enhancements to position timing expectations for correction or new process rollouts.
  • Maximized revenue retention by identifying service and utilization trends and developing action plans to address issues.
  • Review and integrate multiple work streams of projects into a structured, cohesive project plan. Also, coordinate with other project teams and plans as required to mitigate any risks involved. Create, follow, update and maintain project schedules, Project Plans while tracking milestones and dependencies across teams within a project.
  • Facilitate the development of RFP's, SOW's based on project requirements and Work with Product, Technology and Business Owners to define release plans, grooming and prioritizing backlog
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Collaborated with sales and product teams to address customer success objeatives.
  • Generated reports and communicated results to stakeholders to provide insights into customer success.
  • Established strong relationships with key customers, resulting in increased customer loyalty.

Project/Transition Manager

IBM India Pvt Ltd
Gurgaon
07.2017 - 11.2021
  • Track and remove impediments for the project team. Identify issues/Risks with impact beyond project & resolve issues working with functional teams across projects.
  • Project Transition/Implementation and Management – Worked on various project plans, deliverables & schedules such as: Service Management, Cloud Infrastructure build, Migrations.
  • Reported project status and financial updates to stakeholders and collected feedback.
  • Delivered presentations and briefings to senior teams and incorporated changes into project workflows. Developed and monitored implementation strategies by creating project schedules and work plans.
  • Applied successful project management techniques to enable project delivery within budgetary and time constraints.
  • Controlled expenditures by regulating change requests and project activities to decrease overruns and delays

Project Leader

EVRY India Pvt Ltd
Chandigarh
04.2016 - 06.2017
  • Customer Service and Delivery - ROGD Worked on the strength of Project Lead and people manager in EVRY India Managing team of 20 members under customer services and Delivery operations
  • Supporting various projects across 4 different regions in EU region (Norway) related to User-Admin tasks and basic Monitoring of servers in DC
  • Part of Project Transition and execution team for EVRYresponsible in managing new project transitions and process for EVRY group
  • Majorly Involved in Project transition of EVRY to IBM along with entire staff and infrastructure held in 2017
  • Worked with the IBM team to transition resources from EVRY Chandigarh to IBM India Gurgaon site.
  • Initiated and elevated new business opportunities by implementing effective networking strategies.
  • Fostered relationships with customers to expand customer base and enhance loyalty and retention.
  • Streamlined hiring processes, including identifying and staffing top talent, training new team members on best practices and protocol and managing employees to maintain optimal productivity

Team Leader

HSBC Bank Global Technology
Hyderabad
07.2010 - 06.2015
  • Project: Enterprise Services and Architecture (Administration and Support).
  • Worked on a role of Team Leader, managed a team of 20 members on 2 different GEO's. (Hyderabad and Pune) ■ Worked on various BI (Business Intelligence) tools such as IBM IIS (DataStage), Hyperion, BO, Cognos, Teradata, Trillion etc.
  • In addition to team management, supported weekly changes and did IIS related admin activities being on call support on Global Production support.
  • Management activities involved in this role were resource management, utilization, project planning, Business cases for rewards and recognition, trainings, hiring, Budgeting etc.
  • Responsible for creating monthly/Quarterly KPI's, Targets, TOR, Approvals, Process improvements, SIP's etc.
  • People Management – Responsible for Job assignment, Resource hiring, training, career development, performance management, performance reviews, communication & bonding of team members. Experience of working on various forms of organization structure (Matrix, Project, Linear & Hybrid).
  • Excellent communication, presentation, organizational, multitasking, prioritization skills and interpersonal skills coupled with Leadership and Management abilities.

Software Engineer

Linksys & HP

NaviSite India Pvt. Ltd
06.2006 - 06.2010

Education

Bachelor of Software Systems (BSS) -

University of Agra

High School Diploma -

RPS (Rotary Public School) Gurgaon
Gurgaon
07.1999 - 07.2000

Skills

Positive attitude ■ Stakeholder Management ■ Service Delivery/Operations ■ Project Management Risk Management QBR's, RFC's, SOW's & Processes ■ End-to-end project management ■ ■ Operations management ■ Incident management ■ Change Management■ Account Management ■ Team leadership ■ Technical skills

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Certification

Prince 2 Agile Certified (Foundation & Practitioner) No: 9980069765984259

Timeline

Customer Success Manager

Navisite India Pvt Ltd
12.2021 - 05.2023

Project/Transition Manager

IBM India Pvt Ltd
07.2017 - 11.2021

Project Leader

EVRY India Pvt Ltd
04.2016 - 06.2017

Team Leader

HSBC Bank Global Technology
07.2010 - 06.2015

NaviSite India Pvt. Ltd
06.2006 - 06.2010

High School Diploma -

RPS (Rotary Public School) Gurgaon
07.1999 - 07.2000

Software Engineer

Linksys & HP

Bachelor of Software Systems (BSS) -

University of Agra

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Saurabh KapahiProject Manager/Customer Success - PMP, Prince 2 Agile Certified