VIVEK JHANJHRI

As Chief Of Staff for Global Technical Support, I am responsible to develop and implement strategies for Customer Satisfaction. I oversee operational metrics, drive business reviews, create staffing plans and manage budgets for 500+ member team. I work closely with Leadership team and partner with them on making data-driven recommendations to improve operational efficiency and processes across our EUC Global Support team. In addition, I work with the Global Support organization to deliver on our strategic objectives to modernize our customer support experience driving enhancement across all elements of our customer engagements and support platforms.

Lead a team of 350+ business operations professionals focused on sales support. I was responsible to develop operations strategy to support VMware’s evolution from a Perpetual to SaaS Company. Partner with Sales Operations, Deal Desk, Renewals Operations, IT and other business functions for best-in-class Quote Cycle Time, Accurate Pipeline, Reporting & Analytics Services leading to Sales Productivity. These include (not limited to):

· Partner with Deal Desk & Sales to improve Cycle Time for Quoting (Install Base Reporting & Pricing)

· Build Quoting Processes & Policies for Customers to Pivot for Perpetual to SaaS Renewal

· Ensure Accurate Pipeline visibility for Renewals leading to proactive quoting (4-6 Months in Advance)

· Drive process simplification, digitization, eliminating duplication of effort.

· Establish strategic relationship with Senior GTM Stakeholders across the Sales, Operations, IT and other business functions with a motive to identify & solve top business problems.

· Formulate workforce design, location strategy to best support sales organization for near-shore & off-shore support

· Developing & deploying leadership development framework in partnership with HR, thereby improving leadership bench strength.

· Focus on improving diversity, equity & inclusion within the Organization.

Build a 100+ member sales operations shared services function for VMware. This includes Opportunity Management, Sales Planning and Compensation, Data & Reporting function.

Scale Operations

· Formulate off-shoring strategy, work with sales operations leaders to outsource work from geo's to shared services.

· Contributing in process simplification and ensuring operations efficiency to free up capacity; investing in new areas to support business growth

· Driving E2E process mapping to eliminate duplication of effort, enable cross-functional collaboration, short/ medium term automation

· Designing a M&A playbook to accelerate the pace for Operations support for M&A in Shared Services

· Work with IT & Business owners to implement new age tools to improve sales productivity

Engage Stakeholders

· Inculcate an account management mindset and framework for Sales Operations Shared Services

· Resolving various top stakeholder issues and creating top line impact

Develop Talent

· Developing & deploying leadership development framework in partnership with HR

· Boosting up employee morale by administering employee engagement arrangements like Rewards & Recognition, Formal & Informal employee connect platforms & Fun at work

· Ensuring consistent employee experience across all business centers in different locations

• Spearheaded innovative approaches to resource allocation and strategic planning.
• Worked closely with organizational leadership to guide operational strategy.
• Formed strategic partnerships and connected with potential clients to drive business development.
• Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
• Established departmental performance goals and provided feedback for underperforming areas.

• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Identified procedure or process changes required to improve performance and productivity.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
• Introduced new methods, practices and systems to reduce turnaround time.
• Reviewed operations reports to understand numbers and trends.
• Built and reviewed master service agreements to simplify and streamline contract negotiation process.

• Motivated and trained employees to maximize team productivity.
• Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
• Managed internal operational standards and productivity targets.
• Compiled training materials for new employees and tracked skill development.
• Conducted root cause analysis in deficient areas to identify and resolve issues.

• Generated reports of findings to help management with making key decisions.
• Designed plans to improve operations and suggested changes to systems for overall organization.
• Analyzed and resolved alerts, conducted queries and culled records to assist with maintenance and problem resolution.