Swapnil Salimath

Managed over 50 million USD in cumulative average contract value.
Served as the Focal Point of Contact for enterprise organizations across the US, UK, and Ireland.
Built and nurtured client relationships through strategic business reviews (QBR) and technology support, active participation in
virtual/on-site meetings, and outreach, achieving a consistent client retention rate of 75% and above
Led Managed and Recovery services: Ensured seamless service delivery and value realization
Direct point of contact for C-level executives
Developed service management strategies: Resulted in a 30% improvement in customer feedback ratings by
reducing repeat outages and failed changes
Chronic Incident Management: Proactively reduced recurring incidents through effective problem management
Streamlined workflows and established standardized processes: Contributing to a 25% reduction in service delivery costs
Initiated improvement projects across Service Management: Improved productivity by 15%
Managed a team of Technology Account Managers and Customer Success Managers to provide 24X7 coverage.

Built customer relationships through regular meetings, aligning Sungard AS solutions with their goals.
Achieved 45% increase in service efficiency by implementing streamlined processes and automation tools in the UK and Ireland.
Led a team of 14 Customer Success Managers, maintaining a 90% reduction in service downtime and achieving a 100% success rate for Disaster Recovery Tests for UK and Ireland clients.
Revenue forecast and consistent risk analysis for all the customers
Coordinated with vendors (Microland, VMware, Carbonite) to ensure timely product delivery and resolve supply chain issues.
Improved CSAT by 35% through customer and internal training initiatives and process improvements.

Managed a portfolio of over 100 accounts, ensuring their success and satisfaction with Sungard AS services.
Oversaw a book of business exceeding $1.2 million in monthly revenue.
Secured renewals for expiring contracts and executed renewal strategies for a retention target of 60%.
Managed billing adjustments to ensure accurate invoices.
Responded immediately to critical or crisis issues, being available 24/7.
Conducted Monthly Service Reviews (MSRs) and Quarterly Business Reviews (QBRs) for diverse audiences, including senior executives and end-users.
Prepared account plans outlining how clients would be managed, including assessments of administration, service, value, relationship, and churn management.
Ensured conformity to client contracts, identified incidents of missed SLAs, and enforced contract terms.

Led a team of 38 service desk agents, overseeing daily operations and ensuring service levels met or exceeded SLAs.
Implemented performance metrics and KPIs, resulting in a 15% increase in team efficiency and customer satisfaction.
Achieved an impressive reduction in Aging Tickets: Decreased from 15k to 1k in just 6 months.
Implemented a Major Incident Management Process following ITIL practices.
Collaborated with cross-functional teams to improve service delivery and customer experience.
Ensured compliance with service desk policies, procedures, and best practices.

Growth Path:

07/08 – 03/09: Team Lead, Adobe

01/08 – 06/08: Assistance Team Lead, Adobe

11/06 – 12/07: Subject-Matter Expert, Dell

01/06 – 10/06: Technical Support Associate, Dell

Highlights -

• Led Performance & People Management for optimized team dynamics.
• Implemented streamlined Roster & Leave processes for enhanced efficiency.
• Cross-functional teams, including training, Quality, and WFM.
• Conducted daily reviews of key metrics (FCR, CSI, Ticket Aging) for continuous improvement.
• Ticket and Queue Management
• Trained and Managed over 250+ New Hire. Onboarding to On Job Training.