Pragya Purohit

Achieved 108% of migration revenue goals by leading a team of 40 Customer Solutions Managers.

Implemented delivery at scale mental model, optimizing execution across NAMER, SMB, and Enterprise segments, and contributing to over $300M in additional revenue.

Initiated structured industry knowledge and AI capability deep dive programs for enhanced team skills.

Trained and exported top early-career CSM talent to various Amazon organizations, promoting talent mobility.

Introduced innovative metrics to assess CSM impact beyond conventional measures.

Cultivated partnerships with cross-functional teams (Sales, Tech, Partners, Support, Specialists, etc.) to enhance collaboration and agility.

Led co-innovation initiatives with enterprise customers emphasizing IOT and robotics applications along with new idea generation utilizing Working Backwards Methodology.

Championed cultural leadership through multiple internal sessions promoting Amazon Day 1 Culture.

Diversity Champion and co-hosted the AI Innovators Summit in New York with the objective of democratizing AI empowerment for tech and business personas.

• Drove organizational goals through business processes and systems, creating comprehensive process maps and enabling cross-functional communication.
  Designed Customer Engagement Strategy for over 250 global customers, generating annual revenue exceeding $50M.
  Developed Customer Health Dashboards utilizing key metrics to enhance visibility of potential customer issues.
  Facilitated recovery plans for dissatisfied accounts, collaborating with cross-functional teams to deliver outcomes to Executive Leadership Team.
  Managed bi-annual Net Promoter Score (NPS) Survey to drive improvements based on customer feedback, including post-implementation delivery surveys.
  Collaborated with Vista Consulting Group to identify and enforce best practices, delivering measurable operational initiatives.
  Established Project Management Office (PMO) to support Professional Services Team in end-to-end service delivery, implementing value creation methodology for successful onboarding.
  Organized Quarterly Business Alignment meetings to evaluate performance of key cross-functional initiatives.
• Rehabilitated the Go-to-Market strategy, collaborating with global sales and professional services. Led the execution of multiple aspects of the Go-To-Market strategy for products and services. Including best practices for bid management, order-to-cash process, SaaS pricing, service delivery, and customer success.
  Designed a new standardized pricing structure across all product lines. Helped drive higher margins for services, and higher ARR in an optimized pricing structure. Generated license-based, SaaS, and subscription-based pricing for new opportunities worth over $10M. Accountable for strategic planning with the sales team on driving new business opportunities through standardized processes. This includes managing the artifacts involved in the process, and also educating all stakeholders on the process. Global Sales team touchpoint using weekly Deal Desk calls to ensure close collaboration on scope, price, and terms of the proposal. Collaborating across different divisions in the Operations team to help drive product solutions and services for new customers and new business opportunities. Work closely with the exec team to lay out processes and drive process improvements wherever needed. Participate in RFP and RFI processing to determine the pricing, and other elements like scope, schedule, and T&C. Work with the Vista Consulting Group (VCG) team to align expectations on the pricing process, starting with the pricing request to the Deal Desk and the final contract. High-level project management and coordination of KPI reporting for the Operations organization.
  Coordinate Value Creation Plan progress for use in the CEO status report. Coordinate material for the Board of Directors' quarterly reporting presentations.

• Managed deployment of Qualcomm’s VoIP application software across customer wireless networks, overseeing projects generating over $5M in revenue.
  Acted as the primary liaison for customers during project execution, ensuring effective communication and expectation management.
  Strengthened customer relationships while managing vendor interactions to support project success.
  Created detailed multi-phase product deployment schedules along with post-launch maintenance plans for continuous improvement.
  Continuously reviewed project plans to mitigate risks and address dependencies or technical challenges promptly.
  Conducted status report presentations for project reviews, keeping customers informed on progress.
  Engaged customers post-deployment to explore technology trends, integrating findings into product features.
  Led a global team of 20 engineers, offering mentorship in issue resolution and project management processes.

• Managed vendor relationships for deployment of Sprint’s Direct Connect Push-To-Talk (PTT) Service.
  Collaborated with Ericsson and Qualcomm teams for product testing, integration, and troubleshooting.
  Led troubleshooting sessions with multiple vendors to address critical operational issues.
  Integrated and maintained AAA server, DNS server, XDMS servers, Cloudera Hadoop servers, and other network components.
  Supported nationwide deployment of over 200 Linux-based servers for large-scale distributed services.
  Designed network architecture to ensure scalability and high availability of Sprint Direct Connect Service.
  Planned Quality of Service (QoS) requirements for Sprint EVDO Rev A network supporting Direct Connect service.
  Developed performance metrics KPIs with Sprint Operations team for effective service monitoring post-deployment.