Shantanu Kumar

• Accountable for the book of business that accounts for 90%in annual recurring revenue
• Act as the lead manager on five accounts focusing on retail and restaurant industries
• Manage and influence customer success associates and managers on my team
• Oversee recurring reporting of analytics for client campaigns
• Develop and lead Executive Business Reviews on a quarterly and annual basis for each client in my book of business
• Routinely achieve X% of upsell goals directly influencing Vibes revenue
• Collaborate across teams within my organization to develop new and innovative ideas for my clients to execute in market that set them apart from their competitors
• Act as the selling resource for our sales team in order to close new business
• Partner with Vibes' technical engineers to continually update our product to better serve our client's needs and aspirations for their mobile marketing

• Acted as the lead manager for the accounts
• Managed and influenced customer success interns
• Created and manage reporting of analytics for client campaigns
• Lead weekly status calls with clients ensuring all projects are adhering to specific timelines
• Authored customized user manuals for specific system configurations, tailoring content to unique employee skill profiles.
• Instituting & executing high level project strategies, making high-stake decisions and overcoming complex business challenges using experience-backed judgment, strong work ethics and irreproachable integrity
• Understanding the client requirement involving middleware technologies and drafting solutions for integration
• Resolving Conflicts related to middleware setup and configuration and ensuring smooth transition
• Developing multiple project & program baselines on different domain and controlling the same with respect to cost, resource deployment, time overruns & quality compliance to ensure satisfactory execution of projects
• Collaborating with clients & stakeholders while keeping them informed of progress and issues in order to manage expectations on all requirements and deliverables
• Participating in review meetings with the team to discuss about the progress of projects as well as for identifying gaps and suggesting effective solutions for the same
• Mapping client’s business requirements and translating these requirements into functional specifications, services, and custom solutions with successful project execution
• Drafted project reports to identify successful outcomes, insights and future recommendations.
• Achieved project deadlines by coordinating with contractors to manage performance.

• Monitored the Tibco Middleware track for a French Pharmaceutical Org
• Contributed towards working on solutions for potential new opportunities
• Liaised with various team & management to understand the requirement & design the complete system

Role:

• Facilitated end-to-end accountability - Operations (ITSM) (Middleware Tower for a Multiple Clients (Entergy, Goldman Sachs, Fedex, LPL, TIAA, Adecco, Practice)
• Contributed as the escalation point for issues where judgmental decisions were required
• Actively participated in:
  Major Incident Management and Global Change Management Meetings
  Weekend and night-time maintenance rotations
  Worked on overall managing & coordinating with the SA as well as application teams for conducting BCP tests/ DR activities
• Monitored a set of track leads, wherein looked after deliverables w.r.t ITIL processes and governance
• Engaged in Metrics & Status reporting on a weekly and monthly basis
• Pivotally presented opportunities between HCL and Korean Organizations for next generation collaborations for future growth
  

Highlights:

• Played a key role in generating sufficient interest about HCL in Korea (2 Professors funded by the Govt. visited our campus in Bengaluru to understand the opportunities)
• Track record of following up with leads with a Korean Bank for outsourcing its operations
• Steered efforts in drafting up of RFIs to be presented while bidding for the contract.
• Facilitated post sales activities (DD, Transition) – (TIAA, LPL)

• Worked as a Linux Admin for web-based servers (http, php, MySQL,DNS)
• Responsible to monitor load through Nagios
• Migration of web-based accounts from old hosts to new hosts(datacenters)