Arpita Roy
Customer Success Manager , Change Manger
Glendale,AZ
Summary
A dynamic business leader and an experienced consultant with vast knowledge in multiple domains. Experienced and adaptable for changes in technology and business transformation in UK, Middle East, Europe, Asia Pacific Region, Japan and on the Global market; focusing mainly on Cloud technology, digital transformation, Software as a Service. Subject matter expert with Implementation Consulting experience , Change Management , Customer Success Management and Human Capital Management.Recently managed Customers from India on Microsoft Dynamics 365 CRM Implementation for 2nd largest Bank of India ICICI, and multiple Software companies like INFOSYS as Customer Success & Change Manager .Managed large Banks, Supply chain, Software company's spread across the world as Customer for Oracle Cloud ERP as Customer Success Manager and Change Manager.Delivered Global role out Projects for Customer like Schneider Electric as Lead Implementer for ERP Oracle Fusion HCM.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
7
7
Certifications
3
3
Languages
Work History
Customer Success Manager
Microsoft
Bengaluru, Karnataka, India
11.2021 - 12.2022
- Guided customers on Adoption and Change Management. Planned,developed and executed Change Management Deliverables such as Change Strategy ,Communication plan, End User Enablement Plan for the Customers. Conducted the Change Assessment Workshops, surveys, interviews along with the Customer and shared Change Impact Analysis. Helped customers identify high impact changes. Share recommendations, required steps for alignment of resources and planning across Customer teams.
- Identified Project risks, guided on risk mitigation and collaborated with Partner and Customer decision making on timelines and scope of the Implementation Projects of D365.
- Share recommendations and strategy for Communication, training, Champion Networks to different stakeholders as part of the Change Management Strategy .
- Conducted training and mentored CSM team members on Change Management working for other Customers.
- Act as a Trusted Advisor to customers during D365 Cloud implementation, conduct value realization workshops ,Success Planning workshops , share recommendations on KPIs , areas of improvement
- Create value for customers by ensuring they clearly define business outcomes and then build a “success plan” with the appropriately identified objectives, stakeholders, milestones, risks and metrics needed to achieve them
- Influence the usage of Business Applications within customers through adoption Plan based on usage of existing workloads
- Help them with information on new product features that can drive value both for the customer and for Microsoft
- Build and maintain strong relationships with Business Decision Makers (BDMs) and IT Decision Makers (ITDMs) within each customer to influence solution adoption.
- Orchestrate with multiple external (e.g Customer or Partner) and internal Microsoft teams to resolve any concerns of the Customer
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Established strong relationships with key customers, resulting in increased customer loyalty.
Customer Success Manager Implementation
Oracle
Bangalore, Karnataka,India
10.2016 - 10.2021
- In my role as a Customer Success Manager - Implementation, I Managed Oracle HCM, ERP, EPM Cloud implementations done by partners like PWC, Deloitte, Accenture,Tech Mahindra,TCS,HRMS Consulting, Reply S.P.A.,EY,etc.
- Engaging with Customer and Partner Executive and Project teams, I reviewed the project plans, governance structure, team composition and other project related artifacts and properly assess implementation risks and collaborate with teams to provide the appropriate level of best practice guidance and knowledge to shape projects for success.
- My role was to ensure clients successfully complete their ERP, CRM, HCM, SCM implementation projects.
- Participated in customer kickoffs, steering committee meetings, to guide them on Project Scope, Communication, Risk, and People Management for smoother implementations, win reference and safeguard renewals.
- Acted as an advisor for cloud Adoption and Change Management.
- Guided Customer on identification of workforce collaboration use cases and problems from Customer's employees and business partners through interviews, focus groups and surveys.
- Reviewed historical documentation to discern trends in operational metrics, informing future decisions on operational changes and potential improvements.
- Developed and delivered change management strategies for the Customer Change Management team and guided them to create support documentation and manuals for the end users, team leads, Change Champions.
- As needed, I orchestrated Oracle resources from Product Development, Support and Cloud Operations to resolve problems and offer support based on real-time assessment of project activities and risks.
- Guided customers in designing processes and systems supporting business needs before, during and after Cloud ERP transitions.
- In addition, I coached and mentored the customer and partner on effective and efficient ways to use Oracle Cloud Operations and Support services and the products, tools, systems, interfaces, and procedures that are needed for them to effectively manage their cloud services.
- Managed both reactive and proactive customer engagements - escalation and situation management, to expand the Oracle footprint through upsell, cross sell and sell through.
- My goals in addition to project success is customer satisfaction, and for customer to realize the benefits in their Oracle investment.
Lead Fuctional Consultant
ITC Infotech
Bangalore, Karnataka, India
04.2015 - 10.2016
- Lead and managed End to End Implementation of Core HR for Oracle ERP Fusion HCM in Release 11 for Schneider Electric in more than 54 countries (like USA, Canada, Germany,China,European countries,etc).This project impacted more than 140000 employees globally in 2016. Also managed implementation of Compensation module for 28 countries for Schneider Electric covering 60000 employees. Worked for Rel 10 & 11 technical upgrade project for Core HR,Compensation & Talent Management for Schneider Electric. Also worked in Schneider Electric for Core HR Hypercare(Post Go live Support) , Talent Campaign 2015-16 & Compensation Global Salary Review Campaign globally.
- Evaluated situations and delivered targeted solutions using various tools of Fusion HCM.
- Developed complete HR business As Is and To Be process flows for new , existing features and processes.
- As an Implementer worked in all stages of Implementation Project Life cycle for Schneider Electric right from gathering business requirements to Analyzing business requirements, Fit Gap analysis, mapping functional requirements, to preparing documentation for Configuration/ or development of requirements. Also strategized the Data Migration plan, working on User Acceptance Testing (UAT), CRPs, Board of Change, Production support related activities, End User Training, Service Request Management , Stake holder Management and team handling. Created functional design documents and provided required information for the technical integrations. Lead all the technical development for Enterprise set up (Legal Entities, Business Units, Locations, Grades, Grade Ladder, Jobs and Position, Profile Management, Payroll set ups) based on different country requirements.
- Managed internal and external client-facing relationships through transitional periods.
- Detected workforce collaboration use cases and problems from employees and business partners through interviews, focus groups and surveys.
- Created strategies to integrate functions, optimize processes and prepare staff through proactive training.
Sr Consultant ERP Oracle Fusion HCM
Capgemini, Apps Fusion
Bangalore, Karnataka,India
06.2012 - 04.2015
- Worked as a part of Oracle Fusion Product Development team as a Functional SME.Worked on Oracle Empty DB project for Oracle Fusion Applications in Global Core HR ,Talent Mangement and Global Payroll, US Payroll, UK Payroll and India Payroll.
- Provided feedback and recommendation to the development teams on the HR processes,HR Business flows . Identified areas of improvement, shared inputs on solutions.
- Tested Oracle Fusion product features before the Market release.
- Evaluated clients' needs from real time scenarios and created plan of action to provide solutions which was taken into considerations for product future road map.
- Reviewed and delivered functional feedback for detailed test and analysis procedures.
- Completed pre-implementation testing for new system modifications to assess potential impacts on the Business flow requirements.
- Worked on Oracle Fusion Support Project and provided End User Training on the product and features to customers.
Senior Executive, HR
Tech Mahindra
Bangalore, Karnataka,India
12.2007 - 06.2011
- Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
- Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership.
- Hired and managed more than 5000 employees for multiple business units to drive business growth in BPO sector.
- Established performance goals for department and outlined processes for achievement.
- Established and directed successful programs focused on incentive based performance for call centers employees.
- Lead the Peoplesoft ERP Implementation for multiple business units as a Super User. Created As Is and to Be Documents for the HR business Processes impacted by Peoplesoft migration.
- Planned the data Migration of Peoplesoft implementation. Documented integration issues and vulnerabilities and outlined improvement recommendations.
- Participated in available trainings to improve software knowledge.
- Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
- Identified impacted parties, business partners and resources required for planned changes.
- Built support for change throughout business units through specific Change Management approaches.
- Created methods to integrate functions, optimize processes and prepared staff through proactive training before the final release of the ERP.
- Partnered with business teams to understand change needs and mitigate potential problems.
Exective HR
Olive E-business Pvt Ltd
New Delhi, Delhi, India
12.2005 - 02.2007
- Managed full cycle of recruiting, hiring, and onboarding new employees.
- Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.
- Recruited top talent to maximize profitability.
- Identified HR training needs and conducted training for employees and leadership while recommending approaches to effect continual improvements in business objectives, productivity, and within company to reach business goals.
- Developed and maintained relationships with recruitment agencies, industry professionals and government agencies for successful recruitment efforts.
- Collaborated with leadership to assess and improved HR policies across board.
- Resolved understaffing issues, disputes, employee terminations, and disciplinary procedures.
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
- Conducted exit interviews with employees leaving company to gauge areas of success and opportunities for improvement.
- Facilitated team-building activities and initiatives, improving collaboration and engagement.
- Coordinated technical training and personal development classes for staff members.
- Distributed employee engagement surveys to identify areas of improvement.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees.
- Advised senior management on organizational development and change management initiatives.
Education
MBA - Human Resources
Banaras Hindu University
01.2003 - 05.2005
Bachelor of Arts - BA - English Language and Literature, General
Banaras Hindu University
06.2000 - 05.2003
Skills
Adoption and Change Mangement
Certification
Project Management Professional (PMP)®
Accomplishments
- Delivered training sessions and training material on Project Management and Change Management for customers to ensure success.
- Enabled Internal Teams - Created content for internal team to use - go live checklists, project plans, upgrade checklists, risk assessment templates, business reviews, project reviews, Support and Onboarding Customer decks , Cloud Readiness assessments Checklist,etc.
Timeline
Microsoft Certified D365 Fundamentals
06-2022
Microsoft Customer Facing Skills Initiative Stake Holder Management
05-2022
Prosci Certified Change Practitioner
01-2022
Microsoft Accessibility in Action
01-2022
Customer Success Manager
Microsoft
11.2021 - 12.2022
Oracle Cloud Project Management Practioner
08-2021
Project Management Professional (PMP)®
03-2018
Oracle Certified Global HR Implemenation Specialist
06-2017
Customer Success Manager Implementation
Oracle
10.2016 - 10.2021
Lead Fuctional Consultant
ITC Infotech
04.2015 - 10.2016
Sr Consultant ERP Oracle Fusion HCM
Capgemini, Apps Fusion
06.2012 - 04.2015
Senior Executive, HR
Tech Mahindra
12.2007 - 06.2011
Exective HR
Olive E-business Pvt Ltd
12.2005 - 02.2007
MBA - Human Resources
Banaras Hindu University
01.2003 - 05.2005
Bachelor of Arts - BA - English Language and Literature, General
Banaras Hindu University
06.2000 - 05.2003