Subrat Behura
Program Manager - Customer Experience
Summary
Accomplished Client partner and experienced Program Manager, with rich industry experience of more than 15 years. Skilled in providing end-to-end leadership in managing projects and programs related to SaaS products and Customer Services. Expertise in Cyber Security, Cloud and IT Infrastructure solutions. Thorough understanding of Public, Private and Hybrid Cloud strategies and SaaS products. Adept in leading teams, building capability and driving cross-functional synergies to enable seamless project delivery and deliver superlative client experience.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
7
7
Certifications
Work History
Manager - Strategy & Operations (Global Customer Service)
Zscaler
01.2023 - 03.2024
- Coach a team of 30 Customer Support Managers to streamline their workload and deliver better team performance.
- Piloting and Adopting AI/ML Enabled solutions for Predictive Escalation, Automated SQA, Churn Analysis.
- Enhance Escalation Process and Parameters for Global Customer Services to deliver a world class customer experience.
- Identify Top Case Contributors and design support programs to reduce MTTR and Escalation.
- Work with Customer Success, Account and Product teams to identify common customer pain points and drive programs to reduce them.
- Collaborate with Digital Experience teams to improve Customer facing Knowledge portal’s UI and Content.
- Drive Tool (SFDC, Confluence, Jira) enhancements to improve Reliability, Availability and Supportability.
- Identify training opportunities for internal teams and external partners.
- Locate and define new process improvement opportunities based on current process, as well as research and identify industry best practices.
Program Manager - Customer Success
McAfee
01.2021 - 12.2022
- Manage Programs for a portfolio of client accounts to increase product adoption and foster long-term business relationships.
- Ensure completion of customer deployment and onboarding in a timely manner and enable the customer to maximize value from products.
- Develop and orchestrate account specific customer success plans to achieve desirable outcomes.
- Foster a trusted advisor relationship with the customer’s managers and executive sponsors.
- Coordinate McAfee professional services, training, incident response, and support activities and the Customer partners and project managers to ensure the successful implementation of McAfee solutions and services.
- Drive customer retention and adoption rates by conducting regular meetings with customers to review open issues, level of customer satisfaction (net promoter score), or lack thereof.
- Work with customers to reduce risks and maximize their security investment.
- Grow into a customer advocate; trusted advisor and client partner, collecting customer feedback on product or solution needs, understanding the customer environment and promoting that to internal teams.
- Work with the customer(s) and other teams to resolve customer issues.
Technical Program Manager
Dell Technologies
07.2015 - 01.2021
- Worked closely with customers to understand business needs and map it with storage products and services.
- Created Statement of Work and procurement orders as per scope with clear milestones and change control procedure.
- Developed project teams, charters, project plans, contingencies and success metrics.
- Created and managed necessary cross functional teams and enabled an environment for successful delivery of services.
- Forecasted and managed project budget and schedule using EVM and CPM techniques.
- Facilitated change management and communication activities throughout project and program lifecycle.
- Established new standards for project and program governance including processes, appropriate project controls, methodologies, metrics, reporting, and tools to ensure the development and use of program/project management.
- Defined a new business process and drove cross functional implementation of policies and procedures for new product and service lines.
- Facilitated creation of Lesson Learnt DB and Knowledge Base articles to upcycle project experiences.
- Owned and drove CSAT across all projects and programs by managing Customer success and Customer Experience.
Project Manager - Transition and Transformation
Atos
05.2014 - 07.2015
- Developed and executed consolidated Transition and Transformation plans, created project cost estimates and handled resource management, knowledge transfer and effective Change Management.
- Managed risk and conflict across projects, ensured project closeout and oversaw handover of activities to Delivery for Steady State Operations.
- Maintained audit readiness, identified operational improvement and optimization opportunities, while driving transformation projects.
- Involved in Pre-sales presentation to clients as well as SOW/Solution Review and feedback.
Project Manager (IT Infrastructure)
IBM India Private Limited
04.2010 - 04.2014
- Led Infrastructure projects to support IBM’s internal application hosting and server builds.
- End to End project management for Multiple Data Center commission and decommission projects.
Operations Delivery Manager
IBM India Private Limited
02.2006 - 03.2010
- Led a team of 6 Duty Managers on various service improvement projects.
- Part of the core team tasked to implement Lean Services.
- Created the business continuity plan for the team and successfully executed BCP events for 2 years.
Critical Incident Manager
IBM India Private Limited
02.2006 - 02.2008
- Incident and Change Management for Multiple Enterprise Accounts.
Education
Post-Graduate Program in Management -
Institute of Management Technology
01.2023 - 01.2024
Bachelor of Science - Information Technology & Management
Utkal University
01.2000 - 01.2003
Skills
- Program Management
- Customer Success
- Leadership and Team Development
- Communication & Client Engagement
- Problem-Solving & Critical Thinking
- Continuous Service Improvement
- Cyber Security
Certification
Zscaler Zero Trust Certified Architect
Timeline
Manager - Strategy & Operations (Global Customer Service)
Zscaler
01.2023 - 03.2024
Post-Graduate Program in Management -
Institute of Management Technology
01.2023 - 01.2024
Program Manager - Customer Success
McAfee
01.2021 - 12.2022
Technical Program Manager
Dell Technologies
07.2015 - 01.2021
Project Manager - Transition and Transformation
Atos
05.2014 - 07.2015
Project Manager (IT Infrastructure)
IBM India Private Limited
04.2010 - 04.2014
Operations Delivery Manager
IBM India Private Limited
02.2006 - 03.2010
Critical Incident Manager
IBM India Private Limited
02.2006 - 02.2008
Bachelor of Science - Information Technology & Management
Utkal University
01.2000 - 01.2003
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