Productivity Improvement
Rohit Lokhande
Sr. Customer Sucess Manager
Frankfurt am Main,Hesse
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Customer-focused professional with successful 14+ year career in IT sector. Dynamic successful applying Project and Customer Success in busy business environment.
Overview
14
14
years of professional experience
5
5
Certifications
4
4
Languages
4
4
years of post-secondary education
Work History
Sr. Customer Success Manager
Tata Communications Deutschland GmbH
10.2019 - Current
- Managing multi-Million $ customer portfolio
- As the CSM, I ensure that the lifecycle is taken into consideration
- I.e., strategy to design, transition to operation, and continual improvement and sustainability
- Responsible for providing Service Management to a range of external and internal Customers
- Act as the interface between Tata Comm Support Teams and Internal/External Customers, providing End-to-End Service Management, comprising Incident, Problem, Change, and Service Level Management
- Report, manage, and improve compliance against a wide range of quality and performance measures in favor of the signed SLAs & liaise with all relevant departments through regular Governance calls e.g., Commercial, Sales, and Customer Service Operations to ensure commitments/quality targets are met
- Establish Account Reporting through SLAs, Service Excellence Dashboards, and Health Checks
- Account performance reviews and identifies service improvements
- Plan & implement strategies for profitable growth
- Ensure that account Revenue and Profitability targets are met
- Monitor, control, and support Service Delivery
- Develop a culture of continuous improvement in process, quality, and results
- Ensure Client satisfaction by taking ownership of the committed Deliverables as per SOW
- Ensure Invoice contents are accurate, and closely monitor billing to ensure no revenue leakage.
Project Manager
Infosys {Burgeon IT Services Limited}
10.2018 - 10.2019
- Single point of contact for Customers for the project update/transition/migration
- Provide effective and timely communication to key stakeholders
- Communicate project requirements to site representatives, contractors, and contacts
- Establish Project Plan/Schedule and obtain customer acceptance
- Ensure that site contacts are aware of the preferred equipment location and have arranged access to rises, racks, or doors for the intended visit
- Provide timely project reporting to customers and stakeholders
- Manage risks and issues by establishing Risk and Issues Registers and maintaining them throughout the project lifecycle
- Manage the risk of service disruption during customer site migrations
- Develop a transition schedule to meet regulatory requirements for the Disconnection Date (DD)
- Ensure correct billing of service
- Ensure cancellation of legacy (old) services are completed post-transition
- Identify the need for alternative delivery addresses where required
- Manage changes to the scope
- Inform customers of product or service prerequisites to enable the site to be made ready for service
- Confirm site access and induction requirements with the customer
- Manage transformation projects for your customer as required
- Track service orders end to end in the O2A process and escalate as required to overcome Telstra-caused delays
- Ensure handover of completed services to managed help desks (ISM) as required.
Project Lead
Tech Mahindra
07.2014 - 06.2018
- Responsible from initiation till closure stage as project management team member for the deployment of services viz: MPLS, Internet, etc for new clients and migration for existing clients
- Work on multiple large-multi locations for both domestic & international MPLS (VPN) projects for major clients
- List down the resource needs for projects, and the optimum allocation of the resources for the various projects
- Establish the time of execution of Multi-location Projects and Data Centre Projects as per client specifications
- Work with the presales/order management team to understand the customer requirement, finalize the scope & deliverables, and work partner with the customer in the delivery
- Work with the solution architects’ team to create a delivery model based on the client’s requirements
- Conceptualize project execution plans, responsible for the final solution, final scope, project plan, and WBS with the signed scope of delivery from all the stakeholders before the Project Kick-off Meeting
- Share Project Plans and Closure documents for a project with the customer
- Work with the solution architect team to provide a design solution for new & existing customers
- Create a risk register by performing risk analysis for identifying & managing risks including mitigation strategies
- Provide inputs to the project manager to prepare a project management plan
- Coordinate with various Vendors, System Integrators, BSO, and Internal Departments like Pre-Sales, Provisioning, and NOC operations for completing projects within the committed timelines
- Liaise with global teams during activity execution
- (Configuration, implementation, testing)
- Monitor project status during the course through periodic project review meetings
- Customer experience management by interfacing with customers for timely Service Delivery
- Weekly review of the project status with customers and appraising any risks during the project
- Perform a quality audit review to confirm whether activities are correctly implemented & suggest if any corrective actions are required
- Follow the change management process to effectively handle new changes to the plan
- Perform inspection to determine work deliverables that meet the requirements mentioned in the plan
- Validate deliverables as per the requirement mentioned in the plan
- Perform risk re-assessment & audits to identify any possible new risks
- Work with customers for getting confirmation/acceptance of the deliverables during each project phase
- Perform documentation on regular basis for the issues faced from the start of the project till closure and provide the final document in the project team meeting after completion of the project
- Work on activities like a new install, upgrade, downgrade, migration, fallback / BCP test, etc
- Work on incident management to restore services within the SLA and by providing technical support for escalated operational issues from L1 within stipulated timeframe till closure from the customer for the issue raised
- Work with the problem management team to identify the root cause of the incidents to apply a permanent fix
- Prepare operational manual which includes customer requirements, detailed network configuration details, traffic flow with failover scenario, network diagram, customer & internal escalation matrix, and troubleshooting steps
- Provide transfer of knowledge sessions of newly implemented projects to the internal team
- Prepare a risk analysis matrix of operational projects with an action plan and mitigation measures
- Provide process & technical training to newly join engineers
- Achieved several appreciations from the customers for successful and efficient service delivery.
Sr. Network Engineer
GTL Limited
04.2011 - 07.2014
- Providing basic connectivity from the Customer Edge router to the Provider cloud using various access technologies including Leased Lines, MW, and RF, etc
- Working as Senior/L2 in NOC and handling O & M activity
- Handling Bharti Enterprise customer link down, latency, packet drop issue
- Working on BHARTI AIRTEL ENT Customer WAN link (PE to CE)
- Commissioning of WAN Links using different media from the service providers such as BTSOL and ABTS fiber, NSN microwave, and last-mile RF
- Responsible for BH Augmentation activities based on new customer requests & process BW requirements as per customer need
- Troubleshooting & Resolution for Router, switches, WiMAX (Alvarion) & UBR (Radwin)
- Worked on L2 MRO Tech switch, Optical Converter Egate, RICI convertor
- Responsible for migration of links from P2P to P2MP or vice versa
- Also coordinating with planning team interference cases as well as feasibility process
- WAN/LAN troubleshooting & providing support for End-to-end connectivity of the network
- Responsible for coordinating with Tac-support for escalated technical issues.
Associate Engineer
Tata Communication
08.2009 - 04.2011
- WiMAX TSS including Customer/BTS: Handling the monitoring & implementation of the entire PAN India WiMAX Network (IEEE 802.16D) with the help of applications as NMS, VizNet, SecureCRT, Google Earth, MRTG, Remedy, Whatsup GOLD, and WinSCP including 160 Cities which includes maintaining the uptime & provisioning of all the WiMAX base stations across the country
- For new customers & Base Stations responsible for performing NOC AT & validating Field AT report for Stable network operation
- Responsible for handling escalated service delivery cases where customers are facing uplink &/or Downlink Interference by stabilizing them, along with their basic configuration check-in Cisco Routers & Switches (Aggregation, Business).
Education
Bachelor of Science - Electrical, Electronics And Communications Engineering
Shri Sant Gajanan Maharaj College of Engineering
Shegaon, Maharashtra, India 08.2004 - 11.2008
Skills
Strategic Planning
Project Management
Stakeholder Communications
Customer Relations Specialist
Client Relations
Customer Advocacy
CRM Software
Account Management
Business Development
Revenue Growth
Customer Needs Assessment
Stakeholder Management
Customer Retention
Customer Relations
Inter-Department Collaboration
Work Planning and Prioritization
Customer Service Management
Relationship Building
Conflict Resolution
Revenue Generation
Service Delivery Optimization
Forecasting
Network Infrastructure
Telecom
IT
Disclaimer
I hereby declare that all the above information is true and correct to the best of my knowledge and belief.
Certification
Prince2
06-2018
ITILv3
01-2018
CCNA
03-2010
CCNP
Customer Success Manager
06-2023
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Success Manager
06-2023
Sr. Customer Success Manager
Tata Communications Deutschland GmbH
10.2019 - Current
Project Manager
Infosys {Burgeon IT Services Limited}
10.2018 - 10.2019
Prince2
06-2018
ITILv3
01-2018
Project Lead
Tech Mahindra
07.2014 - 06.2018
Sr. Network Engineer
GTL Limited
04.2011 - 07.2014
CCNA
03-2010
Associate Engineer
Tata Communication
08.2009 - 04.2011
Bachelor of Science - Electrical, Electronics And Communications Engineering
Shri Sant Gajanan Maharaj College of Engineering
08.2004 - 11.2008
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