QAD ERP, SalesForce, Google Tools, MS Office Tools
Bijal M. Shah
Customer Success Team Lead
Mumbai
Summary
- Team Leader experienced in various roles as Customer Support and it's Management, Business Consultant, Project Manager, Customer Success Manager having 12+ years in Industry of ERP and SCM.
- Excellent interpersonal and communication skills.
- Big picture focus with excellence in communicating goals and vision to succeed.
- Problem solver, networker, and consensus builder.
- Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
13
13
years of professional experience
11
11
years of post-secondary education
1
1
Certification
4
4
Languages
Work History
Customer Success Manager and Supervisor
QAD India Pvt. Ltd.
Mumbai
06.2023 - Current
- Certified with CCSM Level 1 and 2.
- Being Intelligence Bureau for Customer Database in SalesForce [used as CRM].
- Along with Customer Advisory and Advocacy; leading Head Count of 7 CSMs residing in India working for Global Customers.
- Handling Digital Touch and chunk of Smart Touch Customers for both QAD ERP and SCM.
- Creation of Success Plans and sharing to Customers demonstrating their Current and Future Path.
- Conducted Quarterly Business Reviews of Accounts to assess progress and strategize future growth opportunities for clients.
- KPIs : Generating Solution-based leads focusing on Cross-selling of SCM, Upselling by motivating Customers for Cloud Upgrades.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Collaborated with sales and product teams to address customer success objectives.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Associate Consultant
TATA Consultancy Services Limited (QAD Partner)
04.2021 - 05.2023
- Handled APAC Region for one of crucial QAD customer of TCS as SPOC / Customer Support Relationship Management, sorting out their Outstanding issues and Escalated ones, Stakeholders Weekly meeting for Status Updates.
- Finance Lead in Implementation Project on QAD's latest version.
Customer Support Manager
Aliter Business Solutions Pvt. Ltd. (QAD Partner)
01.2019 - 03.2021
- Being Start-up then, involved in Managing multi-Departments viz., Customer Support, Admin and HR.
- Building Customer Support Team including: Software selection and indulging Support process for Best outcome of Support.
- Setting up Support process [Application & Technical] with Documentation to handle Customers globally; intended to achieve Great Customer Satisfaction.
- Mentoring Team members from understanding Support cycle to accomplish SLA of Support Tickets.
- Stakeholders meet, Monthly and Weekly Review meet, Presenting monthly Statistics, Improvisation.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Audited customer support procedures and collaborated regionally to promote standardization across offices.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Senior Application Support Consultant
QAD India Pvt. Ltd.
11.2016 - 12.2018
- Detail investigation on Highly Escalated issues with Root-cause analysis (RCA) document to Customers.
- Developed expertise in various applications, allowing for swift resolution of complex support requests.
- Regional task: Process alignment, monitoring routine, guiding for next actions, improvement in closure of tickets to Brazil team for Global Active Backlog.
- Pivotal demonstration on Statistics and Observations of Open and Aged tickets to Global Regional Managers and Directors on weekly basis.
- Elected as Mentor / Go-to person / SME for Enterprise Financials to team. Offered assistance in implementing and developing training programs for team.
- Reviewing Problem Analysis document of fellow peers before heading to get fix for bug.
- Reviewer of Knowledgebase articles.
- Elected as Interviewer for Freshers and Laterals.
- Applied effective time management techniques to meet tight deadlines.
- Developed strong communication and organizational skills through working on group projects.
Pre-Sales Manager
QAD India Pvt. Ltd.
05.2016 - 11.2016
- Enriched with Pre-sales training by Global Pre-sales Manager in QAD Thailand Office.
- Held weekly meets with Global Pre-Sales Managers to share and update current status of follow-up with suspected Customers.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Senior Application Consultant and Project Manager
QAD India Pvt. Ltd.
07.2014 - 04.2016
- Communicating internal/external clients to determine specific requirements and expectations; managing client expectation as indicator of quality.
- Fitting gap and Integrating between all three modules of QAD ERP namely Manufacturing, Distribution and Finance
- Requirement gathering and understanding of business to provide best practices.
- Developed standardized work processes, tools and methodologies to improve quality and profitability by documenting 'Business Process Workbook' (BPW) having approval and Sign-off on it from Clients.
- Implementing QAD EE with all necessary pre-requisites of data and process. Also inherited some core India localizations and customizations.
- Training to users on EF Module with some additional functionality such as Consolidation, GL Allocations, Budgeting, Process Incoming Bank Files (PIBF).
- Readiness of system and data with database collaborating with internal DBA and Cloud team.
- Conducting CRP, UAT and Go-Live sessions for EF module followed by After Go-Live support and Month-end activities.
- Improved customer satisfaction by providing technical support and troubleshooting assistance for complex application issues.
- Providing overall leadership to entire Project team : Reduced project timeline by effectively managing resources and prioritizing tasks according to business requirements.
- Creating and managing estimates, Project Plan, Project Schedule, Resource Allocation and expenses to ensure that milestones are achieved successfully.
Application Support Consultant
QAD India Pvt. Ltd.
08.2011 - 06.2014
- Providing QAD Product Support at Global as well as Domestic level and assist customer in resolving functional and technical queries of modules like Account Payable, Account Receivable, General Ledger and Distribution cum Finance
- Carry out data correction at customer's end in case of data corruption to ensure smooth processing
- Understanding functionality of system and if any misbehavior then identifies bug and ensure its resolution within time.
- Translated client requirements into configuration requirements.
- Developed expertise in various applications, allowing for swift resolution of complex support requests.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
Intern
Indian Oil Corp. Ltd.
6 2010 - 6 2011
- Handling of Intranet sites of Indian Oil Corp. Ltd.
- Weekly backup of the Database from the Server
- Changes in the Websites using Java as base and HTML for Designing.
Education
Masters in Computer Application -
Mumbai University
Mumbai 06.2012 - 06.2015
Bachelor of Commerce -
Mithibai College
Mumbai 06.2005 - 06.2010
Graduate in NIIT [Information Technology] -
NIIT Institute
Mumbai 09.2007 - 05.2010
Skills
Team Management and Team Player
Scheduling meets globally with Key Stakeholders for Project updates
People Management
Team Management and Team Player
Awards
- Key Contributor Award for Doosan Project in 2015
- Kudos Award for Weekend support to Varroc Invoicing Process
- Spotlight Award for escalated YFAI Invoice correction by the Engagement Manager
- Team Player award in TATA Consultancy Services Limited.
Software
Certification
Certified Customer Success Management Level II
Accomplishments
- Key Contributor Award for Implementation Project in 2015.
- Kudos Award for Weekend support to the Critical Client.
- Spotlight Award for escalated Customer Invoice correction by the Engagement Manager.
- Team Player award in TATA Consultancy Services Limited.
Timeline
Certified Customer Success Management Level II
10-2023
Customer Success Manager and Supervisor
QAD India Pvt. Ltd.
06.2023 - Current
Associate Consultant
TATA Consultancy Services Limited (QAD Partner)
04.2021 - 05.2023
Customer Support Manager
Aliter Business Solutions Pvt. Ltd. (QAD Partner)
01.2019 - 03.2021
Senior Application Support Consultant
QAD India Pvt. Ltd.
11.2016 - 12.2018
Pre-Sales Manager
QAD India Pvt. Ltd.
05.2016 - 11.2016
Senior Application Consultant and Project Manager
QAD India Pvt. Ltd.
07.2014 - 04.2016
Masters in Computer Application -
Mumbai University
06.2012 - 06.2015
Application Support Consultant
QAD India Pvt. Ltd.
08.2011 - 06.2014
Graduate in NIIT [Information Technology] -
NIIT Institute
09.2007 - 05.2010
Bachelor of Commerce -
Mithibai College
06.2005 - 06.2010
Intern
Indian Oil Corp. Ltd.
6 2010 - 6 2011