Priyank Jain
Senior Product Manager
San Jose,CA
Summary
Senior Product Manager with 14 years of experience in defining product strategy and road map. Hands on experience in planning, developing and implementing CRM Solutions. Expert in evaluating business processes, anticipating requirements, uncovering areas for improvement, preparing business cases and implementing solutions. Exceptional at applying vast knowledge of business best practices, drive automation, develop innovative and cost effective solutions and improve business processes.
Overview
14
14
years of professional experience
9
9
Certification
Work History
Senior Product Manager
8x8 Inc.
Campbell, CA
04.2020 - Current
- Currently managing 2 scrum teams (~12-14 Indirect Reports) and 2 direct reports (Product Managers/Business Analyst) to deliver Salesforce Service Cloud solution to Global Services organization
- Participate in QBR (Quarterly Business Review) and work with VP & CIO on quarterly and yearly product roadmap. Working with Senior leadership from Business, Product Management, Engineering, PMO and Quality Management Teams on various functional and technical requirements
- Implemented measures to improve time to resolve, first resolution and reduce case backlog resulting in improved customer satisfaction (CSAT) score from 62% to 90% in 2 years
- Participate in weekly status calls with IT, Business and Other Stakeholders
- Manage product priorities and define product roadmap
- Responsible for business cases, proof of concepts, solution designing, bugs and enhancements/improvements, sprint demos
- Led vendor evaluation for various business needs, participate in vendor analysis and technical deep dive sessions
Specialist Business Systems Analyst
Hitachi Vantara
Santa Clara, CA
11.2015 - 04.2020
- Develop strategic roadmap, manage priorities, deliver enhancements for partner org and and global services business units
- Hands on experience in delivering end to end partner portal and salesforce partner community. Experience in conducting partner interviews, defining partner personas (Reseller, System Integrator, Service Partner etc)
- Experience in building partner registration, onboarding, deal registration, routing and partner support flows
- Hands on configuration to deliver solution using salesforce out of box features (Custom Objects, Layout, Reports, Workflows, Process Builder, AppExchange, Lightning App builder & Components etc.)
- Architected and implemented complex business processes on Sales and Service Cloud, Partner Relation Management (PRM), Customer Community, Field Service Lightning (FSL)
- Delivered salesforce integration with various applications including Mindtouch, ServiceNow, Okta, Adobe Experience Manager (AEM) and other third party applications
- Implemented Single Sign On and Provisioning to 20+ apps using Oracle Identity & Access Management (OIM and OAM) and Okta
- Mentored offshore Business Analysts, Quality Engineers and Production Support team members
Senior Consultant
Deloitte Consulting LLP
Santa Clara, CA
02.2012 - 10.2015
- Worked as the Senior Consultant, helped customers define CRM Roadmaps by evaluating their technology landscape, business process and implemented the right solutions
- Architected and implemented web portals using Adobe Experience Manager (AEM), integrated web portal with Siebel CRM, Learning Management, License Management and Identity Management applications
- Re-architected customer and partner registration processes
- Implemented Customer Interaction Center (CIC/Call Center) using SAP CRM. Configured SAP CRM for Service Requests, Service Orders and Activity Management
- Designed SAP CRM Integration with customer portal, dispatching application and SAP ECC
- Implemented Service Parts Management (SPM) integration with SAP CRM for 2 new Distribution Center
- Configured billing systems for inter-company, intra-company and Multilevel billing and various prices and discounts
System Analyst
Wipro Technologies
Bangalore -India & Melbourne, Adelaide - Australia, Karnataka
12.2007 - 01.2012
- Architected and Implemented SAP CRM Investigative Case Management for one of Australian Government department
- Designed and Implemented 30+ correspondence letter for customers using custom solution in SAP CRM. Integrated SAP CRM with StreamServe application
- Designed and maintained various Account and Contact customizations
- Functional analyst for large localization (Roll Out) project to implement SAP ECC and SAP CRM
- Participate in requirement gathering session with SME's and write Functional Specifications
- Executed and Supported various phases of testing including System Integration Test and User Acceptance Test
Education
Master of Science - Data Science
University of Illinois At Urbana-Champaign
Champaign, IL08.2024
Post Graduate Diploma - Business Administration, Customer Relationship Management
Symbiosis Center For Distance Learning
India07.2012
Bachelor of Engineering - Computer Science And Engineering
Madhav Institute Of Technology Institute & Science
Gwalior, Madhya Pradesh, India06.2007
Skills
- Business Process Analysis, Documentation, Requirements Gathering, System Design
- Hands on experience with Sales & Services best practices, Salesforce CRM, Communities, Service Cloud, Field Service, Lightning Framework, Identity and Access Management Products and Adobe Experience Manager
- Proven experience with managing product priorities, roadmap and backlog
- Excellent communication skills in interacting and presenting to executives/ senior management
- Highly skilled in delivering results in fast- paced environment using agile methodologies
- Experience in working with onsite-offshore model, mentoring and coaching
Certification
- Salesforce Certified Administrator
- Sales Cloud Consultant
- Service Cloud Consultant
- Community Cloud Consultant
- Field Service Lightning Consultant
- Platform Developer
- Platform App Builder
- Certified Scrum Master
- Certified Scrum Product Owner
Timeline
Senior Product Manager
8x8 Inc.
04.2020 - Current
Specialist Business Systems Analyst
Hitachi Vantara
11.2015 - 04.2020
Senior Consultant
Deloitte Consulting LLP
02.2012 - 10.2015
System Analyst
Wipro Technologies
12.2007 - 01.2012
Master of Science - Data Science
University of Illinois At Urbana-Champaign
Post Graduate Diploma - Business Administration, Customer Relationship Management
Symbiosis Center For Distance Learning
Bachelor of Engineering - Computer Science And Engineering
Madhav Institute Of Technology Institute & Science
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