Vijay Balan

A result-oriented professional offering nearly 19+ years of a successful career with diverse roles distinguished by commended performance and proven results in Managing and driving adoption for Global On-Prem/Cloud Customers, Presales and onboarding, Lifecycle Management, Client/Customer Technical support operations (Global Support Operations at all levels includes Filed, Incident Management & Remote Ops, Service Delivery & Service Assurance) Managing & Driving Worldwide Customer Technical License Subscription adoption journey - Trusted advisor managing Enterprise, Emerging and commercial accounts worldwide. ARR Growth Facilitator - Drive product expertise for impactful technical outcomes, specialising in new capabilities and advanced use cases. Technical Relationship Builder Elevate awareness of product expertise, incorporating tech previews and advanced capabilities. Foster bi-directional communication with PM teams. Accelerate time-to-value through ongoing assistance, complex demonstrations, and customised proof of value. Navigate technical decisions and strategy for service adoption. Onboarding Specialist - Ensure successful onboarding experiences by managing technical readiness for new services. Build awareness and remove adoption barriers from an admin/user perspective. Headed IT infra functions, to ensure end-to-end ownership of incidents and service requests; met deadlines and Turn-Around-Time without compromising quality norms & adhering to SLA; implemented short /long-term plans for achievement of objectives. Proficiency in driving overall IT operations inclusive of defining the IT roadmap, budgeting, technology evaluation, and execution of various projects. Led IT teams across multiple technology and functional areas; built, managed, and delivered projects across multiple practices across diversified cultural locations; vast exposure to developing, maintaining, testing, and releasing solutions Expertise in defining scope, approach, engagement delivery, team structure, engagement estimates, solution proposal & risk plan for consulting services engagements Directed technology planning, strategy development, leadership and implementation, business and operational transformation execution, business solution delivery, and business development

• Customer Success Management – Deep understanding and experience in driving engagement, adoption, retention, growth
• Experience in Consulting and SaaS Solutioning, Account Management, Customer Success Services, Technical Services
• Self-Driven, Determined & Flexible to drive Customer Success throughout customer lifecycle
• Ability to engage effectively with stakeholders across all levels of the organization.
• Accomplishing faster FAU & MAU on Citrix & NetScaler Product Adoption
• Achieving Gross & Net Customer Retention – 96% Globally
• Skilled in understanding and presenting the data analytics to drive customer demand and helping the team to make a significant impact to scale customers' business
• Increased customer satisfaction score by 20% by identifying persistent errors through root cause analysis (RCA’s)
• Reduced operational costs through appropriate vendor management, process management, implementation of different models in build-out projects and through a substantial reduction in additional expenses
• Focused on problem management, promoting Self Service and automation, enabled a 20% reduction in incidents and 40% in Service Requests (SRs)
• Steered in setting up a Unified Service Desk for supporting End Users of OFSS worldwide, adopting & spreading Oracle Support Culture by promoting Self-help & standardizing Global IT Services
• Transitioning various services to Real Estate & Facilities like managing projectors, printers, UPS, Scanners, and Disposal of IT Hardware & peripherals following the STPI & SEZ guidelines
• Demonstrated, leased & extended support to OFSS Business by collaborating with various internal departments to accomplish customer events (Flexcube Conclave); more than 80 customers participated from 40 countries

• Oracle weekend on town FY 2016 Award
• Awarded with Oracle Team Brilliance Award in 2012
• Team Brilliance Award for Service Transition
• Oracle Customer Pacesetter Award for OFSS Standardization to Oracle line of business and Publishing Knowledge Document
• Appreciation Certificate in Wipro InfoTech for excellent job by the Dy. Director Systems Aayakar Bhawan (Income Tax Office) Bhopal

• Workshop in US Colorado on improving Customer experience
• ITSM Remedy 7.0 (BMC Software) along with ITIL Training for Remedy 7.0 Implementation
• VC Polycom Video Conferencing Equipment Training at DAKC Mumbai

• Commvault Systems India Limited, Bangalore, Karnataka, Manager, Enterprise Success – TAMs & SAMs, 07/01/24, Present, Commvault is one of the leading Data & Backup, Cyber Resilience & security Organisation managing more than 400+ Customer across the Globe. Managing a portfolio of $111M (134+) Accounts Globally along with Success Account Managers and Technical Account Managers reporting in to me. We as their trusted advisors manage the Core Software and SaaS Metallic subscriptions.
• Cloud Software Group (Citrix Systems India Ltd), Bangalore, Karnataka, Manager, Customer Success, Product Specialists (Citrix & NetScaler), 03/01/20, 06/30/24, Our mission is to provide the expertise to help drive demand and accelerate consumption of our products to maintain and grow $ARR in our customers. Work closely with WW Strategy function to execute annual business planning.
• Oracle Solution Services India Pvt. Ltd., Bangalore, Karnataka, Senior Client Service Manager - Construction & Engineering – Cloud SaaS Support (Aconex), 06/01/19, 02/29/20, Aconex is one of the leading Construction & Engineering SaaS Products that manage all of the processes, correspondence, models and documents generated across the entire lifecycle of engineering and construction projects.
• Oracle India Pvt. Ltd., Bangalore, Karnataka, Senior Manager - Global IT Services, 07/01/11, 06/30/19, Providing IT Infrastructure Support to End users of Oracle and its M&A Acquired companies consists of Offshore Development Centres like Citi Bank, Douche Bank, State Street, Barclays, Blackrock, National Australian Bank in India Oracle Offices.
• Oracle Financial Services Software Ltd., Bangalore, Karnataka, IT- Manager, 05/01/10, 06/30/11, Led a team of 140 FTEs + Contractors managing IT Infrastructure & Service Desk including Asset, Incident, Problem Network, and Desktop Management Support across PAN India South with 24
• 7 support & abroad locations including End-user Support.
• CMS Info Systems Pvt. Ltd., Bhopal, Madhya Pradesh, Project Incharge, 10/01/04, 04/30/10, Managing a team of 46 Service Delivery and Assurance engineers. Service Delivery, day-to-day IT Infrastructure Operations and control of Network Operation Team.
• Wipro InfoTech, Bhopal, Madhya Pradesh, Resident Engineer, 01/01/04, 10/31/04
• FMS Services, Bhopal, Madhya Pradesh, Resident Engineer, 11/01/02, 08/31/03