Swamy Nathan

Managed partner enablement for client, Microsoft Technologies.

• Implemented advanced role-based certification initiatives.
• Designed and delivered training sessions tailored to specific project needs.
• Coordinated online surge events targeting APAC and EMEA regions.
• Spearheaded Bootcamp events for extensive audiences.
• Coordinated and led Roadshow activities engaging large crowds.
• Organized comprehensive certification campaigns throughout prominent Indian zones.
• Managed utilization of budgets to synchronize with partners' demands and annual benchmarks.
• Quarterly certifications and recertifications consistently met set targets.

Conducted regular partner reviews and recommended training solutions.

Managed full lifecycle of large-scale events.

As the overseer of GSI partners and their subsidiaries in the APJ region, I am the Program Manager for the Channels & Alliance ecosystem. Within the organization, my role is pivotal, facilitating seamless communication, collaboration, and alignment among Sales, Training, Operations, Engineering, New Product Development, Partners, and Business Development teams. The role is fundamentally important in propelling business progress by ensuring cohesive efforts across departments to achieve strategic objectives, and deliver exceptional value to customers.

• Implemented the Sourced Rebate Incentive program to incentivize partners in generating new business or upsell opportunities in licensing.
• Partner Enablement and Certifications.
• Deal registration exception approvals.
• Coordinate training and education.
• Executed the Partner Development Funds (PDF) program to assist ServiceNow partners in the APJ region.
• Project planning and execution.
• I assumed the role of Partner Advocate Manager for the APJ region, maintaining regular communication with partners, and delivering real-time updates.
• Stakeholder Management.
• Aided partners and partner managers in pursuing exceptions for Deal Registration and RFX/RFQ approvals.
• I managed data collation and contributed to the preparation of QBRs by furnishing analytics and RCAs.
• Budget review, recommendations, and RCA.

Part of the Partner Readiness team in the role of Partner Enablement Manager; supporting Channel and Distributor (presales and sales) for the achievement of sales and technical expertise in VMware virtualization and computing solutions. Manage overall planning, budgeting, and execution of internal and external training programs for VMware partners. This also includes contract and certification renewals for partners.

Responsible for services sales, driving multi-million-dollar revenue, practice development in partners and retention, and providing a roadmap to partners to achieve solution competency and master solution competency.

· Key Deliverables at VMware:

• Facilitated VMware product certification programs to equip channel partners, distributors, resellers and service providers.
• Work with stakeholders to clarify and define strategic objectives.
• Delivered comprehensive training sessions.
• Managed quarterly distribution of budgets for partner enablement programs.
• Formulated and carried out comprehensive quarterly technical training programs.
• Coordinated and delivered educational initiatives emphasizing PDFs through bootcamps and roadshows.
• Executed strategic plans for successful project outcomes.
• Streamlined partner certification and renewal workflows.
• Facilitated and empowered partners for higher-tier engagement to boost business revenue.
• Implemented soft skill training for partner candidates, enhancing overall efficiency.
• Acquired and prioritized project plans quarterly from regional teams.
• Reviewed financial plans, suggested improvements and identified underlying issues.
• Executed partner training programs through collaboration with SME's and technical experts worldwide.
• Coordinated effective non-technical trainings to enhance partner engagement at promotional events.
• Created structured training programs every quarter, targeting internal and external PBMs.
• Achieve overall profitability through effective management.

Executing the project in the HP Supplier Support Management unit for the APJ region. As part of the Process Excellence team, my projects are focused on improving overall efficiency, effectiveness, and customer experience.

Projects:

• Rapid and Radical Automation – Improving customer experience levels by reducing the TAT for high-value product supplies to service partners for repair execution in the APJ region.
• GAIN Process Mapping & Standardization - Preparing process maps for field and channel delivery operations carried out in 11 countries.
• Engineer life cycle automation – preparing SOPs and process maps for all APJ countries, and applying the Lean principle through value stream mapping.
• Partner Knowledge Management database – Preparing a repository of outsourced partner engineers and their skill sets for the APJ region, this improves overall efficiency and customer experience.

Project Responsibilities:

• Compiled Business Process Management (BPM) portfolios for various projects.
• Worked with country managers in the APJ region to pinpoint automation prospects.
• Reviewed and assessed process efficiencies across different nations to recommend improvements.
• Interfaced with project contributors for interpreting data.
• Integrated process enhancement.
• Execute project activities with precision.

I worked for a SaaS-based company; my role involves extensive engagement with the customer (B2B) to improve customer loyalty and enhance business profitability.

As a Customer Success Manager, I manage a team of account owners and an engagement team. This role demands a reduction in customer churn by proactively identifying the customers' needs and providing timely support and resolutions.

Key Deliverable:

• Minimized customer turnover.
• Managed process governance to maintain customer accounts.
• Guided team performance to align with established standards for quality, usage rates, and client retention.
• Facilitated recruitment, appraisal processes, and attrition monitoring.

Managed and led customer service operations for the e-commerce giant Amazon in North America, and later in the India region. The teams provide service in three different segments, i.e., Voice, E-mail, and Chat, respectively.

Key Deliverables:

• Streamlined process governance to maintain customer accounts effectively.
• Conducted business review meetings to ensure adherence to key metrics including Quality (PRR), utilization (PTL), Average Handle Time (CHT/AHT), First Call Resolution (FCR), Shrinkage, and Attrition.
• Managed recruitment, appraisal processes and attrition monitoring.

Manage the digital marketing and presales teams for the Mahindra Electric division.

Key Deliverable:

• Oversee lead distribution and monitoring among team members, including 10 associates and 6 Business Development Managers.
• Developed LMS and Marketing Sales analysis reports.
• Conducted monthly meetings with clients to address strategic business requirements.

Transaction data processing for the retirement plans, pension plans, and loan services to Fidelity 401(k) clients managed a span of 23 associates and agents involved in record-keeping, transaction processing, and customer services.

Managed transfer and rollover processes for institutional clients.

Manage and compile weekly and monthly team performance reports.

Part of the offshore operations called Deposit & Payment service managed a span of 27 associates and agents involved in customer service and transaction processing of negotiable instruments deposited in the bank.

• Compiled detailed failure reports for monthly evaluations.
• Conducted weekly and monthly reviews with onshore partners in Texas and Michigan representing the team.

Part of the Order Resolution team in the Quote to Cash process of Cisco Systems.

• Uploaded order entries into Oracle 11i system.
• Guaranteed order progression without delays.
• Address order-related discrepancies by connecting with partners through email.
• Facilitated order processing through swift approval.