Suraj Madki
Pune
Summary
Seasoned professional with 14+ years of experience in application and product support, adept at resolving complex technical challenges and ensuring seamless system performance. Over the past 2+ years, have excelled as a Technical Account Manager, blending technical expertise with strategic customer engagement to deliver tailored solutions, enhance client satisfaction, and drive product adoption. Proven track record in stakeholder collaboration, issue resolution, and optimizing ROI. Skilled in aligning technology with business goals while fostering long-term partnerships.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Technical Account Manager
Icertis
Pune
11.2023 - Current
- Technical Support and Escalation Management:
Act as the primary technical liaison for enterprise clients, addressing escalations and resolving complex technical issues.
Provide proactive technical guidance to ensure seamless integration and adoption of the Icertis CLM platform. - Client Relationship Management:
Build and maintain strong relationships with stakeholders, serving as a trusted advisor for contract management solutions.
Conduct regular business reviews to showcase ROI and identify opportunities for improvement. - Platform Implementation and Optimization:
Oversee the deployment of the Icertis CLM platform, ensuring alignment with client goals and technical requirements.
Collaborate with cross-functional teams to customize configurations and integrations with ERP systems like Salesforce, SAP, and Microsoft Dynamics. - Training and Enablement:
Deliver tailored training sessions to client teams, enhancing user adoption and proficiency in using the platform.
Develop documentation and best practices for efficient contract lifecycle management. - Analytics and Reporting:
Monitor system performance and generate actionable insights using analytics dashboards.
Provide recommendations to optimize contract workflows and compliance. - Compliance and Risk Management:
Ensure adherence to regulatory requirements and mitigate risks through proactive contract analysis.
Support audits and compliance reviews with detailed contract insights. - Collaboration and Feedback:
Work closely with product teams to relay client feedback for feature enhancements and new functionality.
Facilitate communication between technical teams and business stakeholders to align priorities. - Additional Responsibilities:
Identify upselling and cross-selling opportunities by demonstrating advanced modules and features.
Support change management processes and problem resolution to ensure client satisfaction.
Tech Lead
Accenture
Pune
04.2023 - 11.2023
- Company Overview: Alstom Transport has been implemented to accelerate the Application Service Centre (ASC) transformation in order to better serve the business where it is required to improve mutual knowledge and share best practices, to drastically reduce the number of external ASC service providers, improve agility, industrialize processes and reduce costs
- DMA-GS (Digital Mockup Application – Global Solutions) is customized VPM, 3DCom and CATIA for Alstom
- Its objective is to harmonize all Alstom Transport product data, improve data sharing and facilitate product structure design and reviews
- Led a team of 8 application support specialists responsible for providing 24/7 support to a diverse client base
- Handling CRON jobs and analyzing the root cause and implementing immediate fixes due to delay in data delivery to end systems
- Became the specialist in handling P1/P2 tickets and providing RCA for the same
- Involve in calls with business partners of the client in critical issues and represent the application (CATIA and VPM) support team
- Managed vendor relationships, negotiated service level agreements, and ensured third-party support met or exceeded service expectations
- Sanity tests of all the 30+ servers
- Reduced the manual labor of monitoring by writing the script for cleaning the important file system
- Providing support to stabilize the system after Fix Pack deployment in the system which required analysis and understanding of various configuration
- Maintaining the SLA while performing these activities being at the highest priority
- Analyzed support metrics and KPIs to identify trends, bottlenecks, and areas for improvement, and presented findings to senior management
- Acted as a point of escalation for complex technical issues, ensuring timely resolution and customer satisfaction
- Alstom Transport has been implemented to accelerate the Application Service Centre (ASC) transformation in order to better serve the business where it is required to improve mutual knowledge and share best practices, to drastically reduce the number of external ASC service providers, improve agility, industrialize processes and reduce costs
- DMA-GS (Digital Mockup Application – Global Solutions) is customized VPM, 3DCom and CATIA for Alstom
- Its objective is to harmonize all Alstom Transport product data, improve data sharing and facilitate product structure design and reviews
- Project Title: Digital Mockup Application (DMA) Support
- Client: ALSTOM
Senior Lead Engineer – Application/ Product Support
FIS Global Solutions
Pune
06.2021 - 04.2023
- Company Overview: FIS Insurance Statutory Report is Accounting and reporting solutions which simplifies statutory filling with state Insurance department and NAIC by automating the entire process
- The system seamlessly integrates with other systems for automated data entry, saving you time while increasing accuracy
- Provide escalated ticket/incident management for applications as well as will participate in defect management, issue tracking/trending
- Provide end to end application support to client
- Perform ongoing team review, objective setting and performance management
- Drive continuous improvement, delivering initiatives to improve performance, processes and controls to support applications
- Performance and capacity monitoring for local applications, provide proper remediation plan to address performance and capacity issues
- Providing L2 and L3 application support & completing all the support incidences within SLA
- Work on report all kinds of effort analysis and convey to the management
- Mostly Handle Critical and priority issue
- Close interaction with the client as project representative for providing and implementing ideas in order to reduce number of tickets and improvise quality and processes
- FIS Insurance Statutory Report is Accounting and reporting solutions which simplifies statutory filling with state Insurance department and NAIC by automating the entire process
- The system seamlessly integrates with other systems for automated data entry, saving you time while increasing accuracy
- Project Title: Statutory
- Client: FIS
Technology Support Specialist
Infosys
Pune
05.2011 - 06.2021
- Company Overview: Alstom Transport has been implemented to accelerate the Application Service Centre (ASC) transformation in order to better serve the business where it is required to improve mutual knowledge and share best practices, to drastically reduce the number of external ASC service providers, improve agility, industrialize processes and reduce costs
- DMA-GS (Digital Mockup Application – Global Solutions) is customized VPM, 3DCom and CATIA for Alstom
- Its objective is to harmonize all Alstom Transport product data, improve data sharing and facilitate product structure design and reviews
- Understanding and analyzing the requirements from Requirements Document
- Close interaction with the client as project representative for providing and implementing ideas in order to reduce number of tickets and improvise quality and processes
- Preparing Use case and Sequence Diagrams for customer scenarios
- Migrating and Re-hosting from Old LUM server to New LUM server
- Alstom Transport has been implemented to accelerate the Application Service Centre (ASC) transformation in order to better serve the business where it is required to improve mutual knowledge and share best practices, to drastically reduce the number of external ASC service providers, improve agility, industrialize processes and reduce costs
- DMA-GS (Digital Mockup Application – Global Solutions) is customized VPM, 3DCom and CATIA for Alstom
- Its objective is to harmonize all Alstom Transport product data, improve data sharing and facilitate product structure design and reviews
- Project Title: Digital Mockup Application (DMA) Support
- Client: ALSTOM
Education
BCA -
Soni Engineering College
Solapur01.2010
Higher Secondary Education -
HNCC College
Solapur01.2007
Sr. Secondary Education -
Damani Vidhya Mandir
Solapur01.2005
Skills
- Technical support
- CLM Expert
- Data analysis
- Client relationship management
- Analytics reporting
- Compliance management
- Cross-functional collaboration
- Change management
- Customer service
- Process improvement
- Problem solving
- Stakeholder engagement
- Escalation management
- Effective communication
- Excellent communication
- Technical consultation
- Customer relationship management
- Strategic planning
- Analytical skills
- Troubleshooting
Personal Information
- Date of Birth: 08/15/89
- Gender: Male
- Nationality: Indian
Languages
- English
- Hindi
- Marathi
- Kanada
Hobbies and Interests
- Listening Music
- Gym
- Playing Games
Disclaimer
I hereby declare that the information given above is true and to the best of my knowledge.
Co Curricular Achievements
- Completed Yellow Belt (YB) Project (Savings $10,000)
- ISTQB Globally certified
- Developed Utilization tracker
- Awarded with ‘Star’ award from Infosys
- Active participation in technical activities at college level
Academic Exposure
- BCA, 2010, Soni Engineering College, Solapur
- Higher Secondary Education, 2007, HNCC College, Solapur
- Sr. Secondary Education, 2005, Damani Vidhya Mandir, Solapur
Affiliations
- Customer Satisfaction Awards: Recognized for achieving high satisfaction rates, such as a 98% client satisfaction rating.
- Efficiency Milestones:
Successfully reduced contract review and approval time by a significant percentage (e.g., 25%) through process optimization and automation. - Revenue Impact:
Facilitated ₹10 million ROI for enterprise clients by streamlining contract utilization and ensuring adherence to terms. - Adoption Success:
Increased user adoption rates of the Icertis platform by delivering targeted enablement programs. - Technical Innovation:
Developed cutting-edge analytics solutions that improve compliance tracking and decision-making for clients. - Excellence in Training:
Received accolades for empowering client teams with in-depth knowledge of the platform’s capabilities.
Accomplishments
- Leadership Recognition: Acknowledged for effectively managing technical escalations and complex implementations, ensuring minimal downtime and customer trust.
Languages
English
First Language
Certification
- CLM Fundamental Certified
- CLM Admin certified
Timeline
Technical Account Manager
Icertis
11.2023 - Current
Tech Lead
Accenture
04.2023 - 11.2023
Senior Lead Engineer – Application/ Product Support
FIS Global Solutions
06.2021 - 04.2023
Technology Support Specialist
Infosys
05.2011 - 06.2021
BCA -
Soni Engineering College
Higher Secondary Education -
HNCC College
Sr. Secondary Education -
Damani Vidhya Mandir
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