Hema Sunder Kolapalli

Guided the global business applications team toward achieving enterprise-level standards and capabilities.

Implemented Partner Management System from concept to launch, improving international partner support.

• Revamped go-to-market and quote-to-cash processes, resulting in significant sales velocity improvements.
• Consolidated product tools, optimizing the overall tech stack, and reducing expenditures.
• Promoted AI-driven initiatives in Sales, Customer Experience, and Marketing to enhance operational efficiency.
• Reengineered SOW process to elevate professional services efficiency.
• Streamlined service delivery by automating PSA workflows, reducing cycle time.
• Evaluated tools to bolster customer success management effectiveness.

Technology leader for GTM (Go-To-Market) applications, overseeing technical delivery, and functioning as a trusted internal partner dedicated to generating business value.

Key Achievements:

• Scaled the delivery team by 265% in just six months to meet rising business demand.
• Led GTM transformation, successfully rolling out a new Lightning experience to 2,300 global sales users, and driving high adoption through WalkMe enablement.
• Streamlined CPQ processes and NOLs, resulting in significant gains in performance and productivity.
• Enhanced delivery quality through the strategic implementation of Tricentis (QA Stack) across BT.
• Automated key pre-sales workflows, increasing operational efficiency.
• Managed a $10M+ GTM project portfolio, with end-to-end accountability.
• Led seamless integration for multiple M&As, on time, and within scope.
• Led GenAI adoption to accelerate sales, CX productivity, and ROI.

Technology leader for the Global Customer Service portfolio of products, Renewals, SaaS GTM, SaaS Marketing, eCommerce, and M&A verticals. Oversee and manage all technical resources for the development, implementation, QA, and support of the company’s information systems, to function as a valued internal partner, committed to generating business value.

Key Achievements:

• Spearheaded digital transformation efforts, boosting global services performance and productivity by 25%.
• Streamlined delivery processes raised IT customer satisfaction scores by 150% within a year.
• Oversaw an enterprise technology portfolio with an annual operating and project budget exceeding $10 million.
• Led the digital transformation for an e-commerce platform to increase renewals revenue, and to improve customer experience.
• Led Go-to-Market (GTM) transformation, implementing a multi-org Salesforce strategy, and seamlessly migrating 10,000 users to a new services organization with robust integrations to the primary instance.
• Implemented a customized CPQ solution for SaaS and renewals sales motions.
• Transformed knowledge access with an intelligent search platform and robust knowledge management systems.
• Implemented JTBD and GTM frameworks to streamline GTM processes (case routing and WfM), resulting in efficient routing to agents, to provide swift and accurate solutions.
• Led the implementation of Gainsight, enhancing customer success management capabilities.
• Oversaw the entire GTM tools ecosystem, ensuring seamless end-to-end integrations.
• Engineered bespoke mobile apps, enhancing GSS capabilities for case management and escalations.

Oversaw diverse GTM projects (Enterprise Contract Management, PRM, Service Cloud, Sales Cloud, Anaplan), championing initiatives that introduced cost-effective, streamlined solutions. This included integrating the Google Search Appliance for superior search, and a business intelligence system for advanced analytical reporting.

Key Achievements:

• Designed a cost-effective delivery model, leveraging 30% onsite and 70% offshore teams, optimizing resources.
• Partnered with Salesforce to streamline deployments, cutting implementation time from 8 hours to just 15 minutes.
• Implemented contract lifecycle management to automate legal agreement workflows.
• Drove critical strategic initiatives focused on enhancing business systems to support scalable growth.

Planned and executed the Service Cloud as a global customer support solution, following analysis and evaluation. Conducted the Siebel implementation, support, and operations process with a minimal backlog of support requests.

Key Achievements:

• Successfully migrated 2,000 users to Salesforce Service Cloud as the global support platform.
• Managed application and infrastructure teams, delivering 99% uptime for critical systems.

Provided technology solutions for the sales and service lines of business, working closely with the decision-makers. Implemented key projects, improving the system’s efficiency according to best practices. Carried out duties in L3 support and development simultaneously.

Key Achievement:

• Drove the implementation of the Siebel CRM for the sales and service lines of business.

Designed and delivered on projects, honing expertise in various operating systems and platforms. Acted as the administrator for designated accounts. Served as a development and support resource concurrently.

Key Achievement:

• Produced various Siebel projects according to timelines and budgets.

Delivered modules such as Siebel eService, Sales, BI, and MDM, according to client needs. Deployed to work on client projects on-site, building client management skills.

Key Achievement:

• Delivered solutions for clients such as Informatica and Sereno Pharmaceuticals.

Acquired knowledge of integration within the Siebel application and with external parties. Gained account management skills by working with client teams.

Key Achievement:

• Produced Siebel eConsumer goods vertical for client P&G.